Operation Analyst - Credit Card Business - HCMC

We are an AI Fintech company specializing in assessing consumers’s credit profiles in emerging markets combining pioneering AI with large alternative data sources. In 2020 we reached our ambitious milestone of credit profiling 1bn consumers spanning 4 countries - Vietnam, Indonesia, India & the Philippines - and building a platform for the wider industry and the financial services industry, in particular, to provide the 'un & under' served access to credit. At the core of this initiative has been our strict and unwavering adherence to the norms of consumer data privacy and consumer data rights.

But we're not satisfied as we embark on the next leg of our journey to deliver 100 million credit lines to consumers in our markets. Although this goal is ambitious, we truly believe that by harnessing the power of AI & Big Data we can deliver financial access at an unprecedented scale.

How you will make an impact in this role:

We are partnering with banks that are embracing changes toward digital banking - Credit Card Partnership. These changes are exciting but complex, and we are looking for team members who are motivated by big challenges and are ready to dive headlong into helping us grapple with complexity, build solutions, and turn our visions into a reality. Join us, if you have the talent and desire to deliver financial access for all by advancing data science and technology.

As an Operation Analyst - Credit Card Partnership at Trusting Social, you will be responsible for enhancing operational efficiency by focusing on system optimization, process improvement, and comprehensive reporting. This role requires a detail-oriented professional with strong analytical skills to support customer service, telesales outsourcing, and quality control functions ensuring that all operations align with strategic objectives

The Operation Analyst - Credit Card Partnership will report to the Operation Manager

What you will do

- Conduct regular assessments of existing systems to identify opportunities for enhancements.

- Collaborate with IT and other departments to implement system upgrades and integrations

- Ensure systems are aligned with business objectives and user needs

- Provide training and support to Ops member staff on system functionalities and updates

- Map and analyze current processes to identify inefficiencies and areas for improvement

- Develop and implement process improvement initiatives to enhance productivity

- Create and maintain comprehensive documentation for all processes and procedures

- Facilitate workshops and training sessions to promote best practices

- Design and maintain dashboards to provide real-time insights into operational performance

- Conduct in-depth analysis of data to identify trends, issues, and opportunities

- Prepare and present reports to management, highlighting key findings and recommendations

- Monitor and evaluate the impact of implemented changes on operational performance

- A genuine passion for helping customers and providing exceptional service

- 3+ years of operation management experience in the banking and consumer finance field focus on analyzing and enhancing process and system

- Proficiency in analytical and problem-solving skills

- Excellent analytical skills and proficiency in data analysis tools

- Experience with CRM platforms including build-up, development, and enhancement (e.g., Salesforce, HubSpot)

- Strong communication and interpersonal skills

- Experience with customer service and telesales operations

- Knowledge of quality management systems and standards

- Strong organizational and project management skills

- Bachelor's degree in business, communications, or a related field (or equivalent experience)