Merchant Operations Analyst

About PayJoy

PayJoy is a mission-driven company dedicated to helping a billion people around the world step into the modern financial system for the first time and supporting them on a path to financial success. Founded in 2015, PayJoy’s “secret sauce” technology turns a smartphone into collateral to jumpstart unbanked consumers into the credit system. We reached profitability in 2020, reaching 10 million happy customers and over a billion dollars of sales in 2023.

This Role

Merchant Operations is dedicated to providing administrative support in conjunction with internal and external stakeholders, to foster a satisfactory and positive relationship between PayJoy and our partners.

The Merchant Operations Analyst for PayJoy Philippines will be tasked with taking care of the admin/merchant/clerk (partners) onboarding process, identifying potential risks in current processes, and providing insights to stakeholders. This role will also provide support to our commercial team and their relationship with our partners through the use of internal tools and presenting relevant information.

In this role, they will monitor and improve merchant support metrics (e.g. onboarding turnaround time, requirement completeness, etc). Additionally, the hired candidate will forge strong alliances with the Commercial and Operations Manager in the Philippines, and other business operations and merchant support team members from other PayJoy-operating countries, ensuring they perform according to local expectations. This role will follow the standardization of PayJoy global merchant support metrics and initiatives (e.g. aligning a common cross-country approach for merchant support quality assurance ratings), seek for optimization of resources (e.g. creating guidance documents from the tools we are using), and manage reporting tasks. This role will be instrumental in the newly launched operations.

Responsibilities

• Partner Support & Operations: Handle partners’ queries, support requests, and operational coordination. Ensure timely and efficient resolution of issues while maintaining a positive partner experience. Own the partner communication channel and NPS
• Documentation & Onboarding: Manage merchant/partner onboarding, including documentation, data entry, and record-keeping. Streamline the onboarding process to ensure accuracy and compliance.
• Store Management: Oversee store-related tasks, including creation, closure, and clerk management. Ensure smooth store operations and effective clerk management.
• Operational Efficiency: Focus on optimizing processes and ensuring smooth collaboration between teams. Identify bottlenecks, streamline workflows, and facilitate communication between different functions.
• Standardize, localize, and run the partners' onboarding and support processes Act as a subject matter expert regarding specific issues and concerns raised by the partners
• Provide accurate, valid, and complete information by using the right methods/tools
• Provide a weekly report (during a meeting or through a template) and recommendations for better merchant experience for the related managers

Requirements

• Excellent verbal and written communication in English and Tagalog Willing to work on-site in the Bonifacio Global City (BGC) area
• The hired analyst should NOT live more than 1 hour away by public transport/car from the office
• Familiarity with ZOHO, Zendesk, and other CRM systems
• Robust knowledge and experience in data analysis
• Aligned with PayJoy’s principles and cultures
• Bachelor’s degree or equivalent
• Minimum of 1 (one) year of working in merchant support/business support (finance industry background is preferred)Interested in growing a career as a merchant operations professional and manager
• Must be detail and process-oriented, and have experience working with robust SLAs Self-orientation, drive, and ability to communicate clearly and persuasively to customers Comfortable working on Google Suite (Sheet, Docs, Slides, etc) / Microsoft Excel, and analytics
• Previous technical experience (SQL) is a plus
• Reliable/strong internet connection (if needed to work from home)

Benefits

• $2,000 USD annual Coworking Travel Perk
• $2,000 USD annual Professional Development Perk
• $500 USD annual Fitness Perk
• $500 USD Phone Finance allowance
• $250 USD Home Office equipment allowance
• $200 USD Headphone allowance

PayJoy is proud to be an Equal Employment Opportunity employer and we welcome and encourage people of all backgrounds. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

PayJoy Principles

Finance for the next billion * Ownership * Break Through Walls * Live Communication * Transparency & Directness * Focus on Scale * Work-Life Balance * Embrace Diversity * Speed