About The Team
Customer Experience Project Operations sits at the core of how our customers experience our products and services. New products and services launch frequently. Requirements evolve quickly. Processes are often built from scratch.
Our team doesn't just handle tickets, we design the workflows and policies that power the entire support engine. If you enjoy creating structure out of ambiguity and building scalable operations from the ground up, you'll thrive here.
Job Description
This is a non-people management, individual contributor role focused on process architecture and operational design. You will act as the brain behind the operations, designing how Customer Success works end-to-end rather than executing daily BAU tasks.
Key Responsibilities Include
- Design and optimize end-to-end customer servicing workflows for Investment, Cards, Credit, eWallet and new products.
- Establish SOPs, policies, playbooks and knowledge base as the single source of truth.
- Translate ambiguous or evolving requirements into clear, scalable operational processes.
- Partner with Business, Product, Compliance, Risk and Legal to ensure operational readiness for new launches and feature enhancements.
- Define escalation frameworks, access controls, and servicing boundaries (L0/L1/L2/L3/system automation).
- Conduct root cause analysis and redesign processes to reduce repeat contacts, escalations and manual work.
- Identify automation and efficiency opportunities to improve SLA, FCR, CSAT and productivity.
- Embed risk, compliance and customer fairness considerations into all process designs.
- Continuously challenge existing ways of working and propose better solutions.
Requirements
We are looking for someone who is highly independent, structured and comfortable working in ambiguity.
You'll Fit Well If You
- Think in systems and workflows, not tasks
- Can work with minimal guidance and take full ownership
- Stay calm when priorities shift or requirements are incomplete
- Enjoy building things from 0 to 1
- Naturally ask how can we make this scalable
Experience & Skills
- 4 - 7+ years in Customer Operations / Customer Experience Project / Fintech / Banking / Ops Excellence / Process Design
- Experience supporting complex financial products (Investment, Cards, Credit, eWallet or Payments)
- Strong SOP/policy writing and documentation skills
- Proven experience designing or improving operational workflows
- Strong problem-solving and root cause analysis capability
- Excellent stakeholder management and cross-functional collaboration skills
- Data-driven and metrics-oriented mindset
Nice To Have
- Lean / Six Sigma or process improvement experience
- Knowledge base or documentation ownership
- Experience supporting product launches or system implementations
