Business Process Analyst (Customer Service, Credit products)

We’re looking for a structured and proactive Process Analyst to join our Customer Service team and take ownership of how we support customers within our Credit products.Your role will combine analytical thinking, operational clarity, and cross-team collaboration to ensure our loan service is reliable, scalable, and continuously improving.As our credit business grows, you’ll be the key link between Product, Operations, and CS - ensuring that every new feature, rule, or policy is translated into user-oriented customer service processes.Key Responsibilities:🧭 Process Design & DocumentationMap and document how customer requests are handled (by agents or bots)Create and maintain step-by-step flows and BPMN diagrams for core and edge casesEnsure clarity, accuracy, and relevance of all processes over time🚀 Launch & Change ReadinessBe responsible for preparing the Customer Service team for new product launches, policy updates, and new toolsTranslate business/product changes into concrete CS actions (scripts, macros, workflows)Build project plans, align with other teams, and ensure timely implementationProactively surface risks or blockers and work across teams to resolve them📊 Execution & Quality ControlMonitor if requests are handled as designedTrack key metrics (handling time, satisfaction, process adherence)Identify root causes for deviations and address them with relevant teams🔁 Continuous Improvement & AlignmentPropose and drive changes to simplify or improve customer processesSync with Business, Product, Training, and QA to ensure alignmentCollaborate with Data Analysts to measure the impact of improvementsRequirements2+ years of experience in business analysis, process design, service operations or project coordination (background in Customer Support will be a huge plus)Prior experience in fast-paced environments (e.g., fintech, tech, BPO, e-commerce)Proficient in BPMN and tools like Lucidchart, Draw.ioStrong project coordination and stakeholder management skillsFluent English (written and spoken), at least from B1+Analytical, structured, and detail-oriented mindsetExperience working across multiple teams or departmentsWhat We CreateModern banking services for millions of FilipinosCutting-edge solutions based on the best world practices and AI implementationLicensed neobank aiming to be a unicorn and leading fintech in the fast-growing region of Southeast AsiaA business capable of raising over $60MM from the ADQ (sovereign wealth fund of Abu Dhabi), World Bank Group, and other investors despite the challenging marketAn environment that allows you to launch new products in 3-4 monthsA foundation for expanding into new markets worldwideWhat We OfferPassionate international team spanning the globeRapid professional growth, with merit (and merit only) as the guiding principleReward for performance and long-term success of SalmonFast track to grow internationallyNew office in Manila, PhilippinesRelocation support for eligible candidatesRemote and hybrid work optionsMedical insurance, health, and wellness benefitsProgram of events and activities both online and in person