Lead Business Analyst for Fintech Solutions

hace 2 semanas

Santiago, Metropolitana, Chile Sumup A tiempo completo

At SumUp, we value the everyday hero. Those who pursue their passions with courage and determination to realize their dreams.

Our focus is on small business owners, and we are dedicated to creating powerful, user-friendly financial solutions that empower them to manage their operations effectively. With a founder's mentality and a collaborative spirit, our diverse teams across Europe, South America, and the United States work together to ensure the success of small business owners in their endeavors.

Team Overview

As a vital member of the Support Team, you will contribute significantly to our mission of becoming the most customer-centric company for our merchants. We innovate to enhance the experience we provide at every interaction. Our Support Team combines rigorous analysis with actionable insights to drive improvements in our services and operations. Our vision of "constantly finding ways to enhance our merchants' lives" fuels our commitment to automating and re-engineering processes.

We are seeking a Senior Business Analyst to support our goal of delivering exceptional customer experiences in the Fintech sector. This role will focus on driving automation through the deployment of tools and platforms tailored for our merchants in LATAM. The Senior Business Analyst will oversee the rollout, implementation, and performance assessment of these tools, collaborating with various teams to meet the quality objectives of the department. Additionally, they will work with the global team to determine the appropriate global tools and platforms for the LATAM region, ensuring efficient human interaction with merchants while boosting agent productivity without compromising service quality. The Senior Business Analyst will identify opportunities for enhancing customer experiences in both the short and long term.

Key Responsibilities:

  • Evaluate the support touchpoint funnel and lead the performance monitoring and enhancement of tools and platforms for merchant service.
  • Collaborate closely with diverse teams to ensure the best possible experience for our merchants.
  • Develop a rollout strategy and spearhead the implementation of global tools that will enable us to serve our merchants through automation while maintaining high service quality.
  • Formulate a rollout plan and lead the implementation of global tools that facilitate human interactions with merchants, enhancing agent productivity without compromising service quality.
  • Utilize data-driven decision-making to introduce new processes or tools that improve merchant interactions with SumUp.
  • Research best practices from other companies or markets to elevate our customer experience in the short, medium, and long term.

Ideal Candidate Profile:

  • A minimum of 3 years of experience as an analyst in dynamic environments.
  • Proven experience in leading end-to-end project implementations.
  • Fluency in English is essential, as daily collaboration with global teams is required.
  • Self-motivated with demonstrated learning agility.
  • Strong analytical and problem-solving abilities.
  • Comfortable working with large datasets, interpreting data, and drawing conclusions.
  • Excellent communication and interpersonal skills, capable of conveying ideas and concepts to team members from diverse backgrounds and cultures, fostering strong and productive relationships.
  • Experience related to UX is a plus.

SumUp is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. We do not make hiring or employment decisions based on race, color, religion, ethnic or national origin, nationality, sex, gender identity, sexual orientation, disability, age, or any other basis protected by applicable laws or company policy. We are committed to maintaining a healthy and safe workplace and strictly prohibit any form of harassment.

Application Guidance:

We understand that candidates may feel the need to meet all job criteria before applying. Please note that this is merely a guideline. If you do not meet every requirement, it is still acceptable, as it indicates potential for growth and career development at SumUp.

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