As a company whose mission is to be the most progressive and inclusive money transfer business in the world, we deliver highly reliable payment services to our customers. With over 600K locations in 200 countries, we have adopted the identity of what it means to be multicultural and embody the idea of being family, no matter where we are. At Ria, you'll be surrounded by colleagues from everywhere in the world, who are dedicated to each other and empowered to be creative and nurture "out of the box" solutions with a strong commitment to future growth ingrained in everything we do, from global expansion and partnerships to our persistent focus on the ultimate customer experience.
In the Network team, we are on a mission to reshape the future of payments. As a pivotal member of our dynamic team, the Product Excellence Analyst will play a crucial role in scaling our Payments Network operations. This position is designed for a proactive problem-solver who excels in optimizing functionalities, crafting innovative solutions, and spearheading implementations across global payment infrastructures.
Key Responsibilities for this role are:
* Strategic Problem Solving: Proactively identify and resolve issues to enhance the operational capabilities of our Payments Network. Develop and implement out-of-the-box solutions that drive efficiency and effectiveness.
* Cross-Functional Collaboration: Work closely with various teams within the company, including IT, Operations, Digital, and external stakeholders, to foster successful project outcomes.
* Detailed oriented: Collaborate in multiple initiatives aimed at improving our payout mechanisms (including cash, wallets, VPAs, and bank deposits) on a global scale, making sure all aspects are considered for a holistic approach.
* Stakeholder Engagement: Build and maintain strong relationships with internal and external partners, coordinating efforts to align with strategic objectives and ensure global impact.
* Communication: Facilitate clear and effective communication between technical teams and business units, ensuring that all stakeholders are aligned with project goals and updates.
* Innovation and Improvement: Continuously gather and analyze needs to pinpoint opportunities for enhancements. Stay abreast of industry trends to anticipate and incorporate future needs into our payment solutions. Perform root cause analysis and implement improvements to close gaps in performance.
JOB FUNCTIONS / RESPONSIBILITIES
* Monitor product deployment to identify improvements, gaps, and new feature opportunities throughout the product life cycle.
* Lead root cause analysis and resolution of product failures or operational issues to enhance the product.
* Develop and maintain quality control frameworks and standards for payment product solutions.
* Improve product delivery and efficiency by keeping an enhancements backlog for deployed products. Assist with emerging issues and find fixes to avoid them from happening.
* Collaborate closely with operations, product, and engineering teams to ensure quality standards across the product lifecycle.
* Gather and document business requirements to enhance the Network Products.
* Measure performance and assess the impact of implemented solutions using data-driven analysis.
* Utilize root cause analysis tools such as Fishbone Diagram (Ishikawa), 5 Whys, or Pareto Analysis to troubleshoot defects.
* Work with tools such as JIRA, Excel, Power BI, Kibana, and SQL to monitor performance and generate insights.
Skills and Abilities
* Strong interest in building a career in the payments industry.
* Ability to analyze complex workflows and develop practical product improvement recommendations.
* Strong organizational skills with exceptional attention to detail and follow-through.
* Skilled in operational excellence and process optimization, including Lean Six Sigma methodologies.
* Strong analytical and problem-solving skills, able to work with minimal guidance and on ambiguous contexts.
* Comfortable navigating multiple systems and managing data from diverse sources.
* Able to meet strict deadlines and thrive in a fast-paced, changing environment.
* Excellent written and verbal communication skills in English. (Must)
* Strong stakeholder management and customer-centric mindset.
EDUCATION
* Engineering or Bachelor's degree (preferably in Business Administration, Economics, Finance, or any applicable subject); Lean Six Sigma belt preferred, but not required.
Work EXPERIENCE
* 2-5 years of prior work experience in a relevant position (process analyst, process reengineering). Understanding of transaction processing flows with different payment methods (cards, bank transfers, Open Banking, A2A, Wallets, ATM, etc..).