Business Analyst (Cross-process)

Location: Manila, Philippines

Remote work is possible, preferred time zones GMT+5 to GMT+10

Salmon Customer Service builds a universal, scalable service layer across all company products - clear support flows, smart tools, shared standards, and seamless customer experience. As cross-functional workload continues to grow — with further scale expected from the Daily Banking launch - we are looking for a Business Analyst to strengthen the team, ensure sustainable delivery, and drive structured, end-to-end process improvements across service streams.

Key Responsibilities:

• Design and optimize cross-product customer processes shared across all business lines (onboarding, KYC, account servicing, daily banking, etc.)

• Analyze operational data to identify bottlenecks and opportunities to improve service quality and speed in cross-product scenarios

• Define and prioritize tasks for automation and process improvements in CRM / ticketing systems

• Manage changes end-to-end: document requirements, align with product and engineering teams, accept deliverables

• Handle incidents and escalations within cross-process scope

• Participate in compliance and regulatory streams in collaboration with the Compliance team

• Maintain regular reporting on operational metrics, SLAs, and backlog

• Coordinate across CS, Product, Engineering, Risk, and other departments on customer journey topics

Requirements

• 2+ years of experience as a business analyst, service lead, or similar role in fintech, banking, or a digital company

• Experience in describing and optimizing business processes (BPMN, user flows, use cases)

• Ability to work with data: basic SQL, experience with BI dashboards (Metabase, Looker, Tableau, or similar)

• Understanding of CRM systems and ticketing platforms

• Strong cross-functional communication and stakeholder management skills

• English B2+ (English-speaking work environment)

Nice to have

• Experience in a regulated environment (banking, microfinance, payment systems)

• Experience with Jira / Confluence

• Understanding of self-service and proactive customer communication concepts

• Experience working with cross-product processes in a multi-product environment

Why would it be cool to work with us?

• What we create

• Modern banking services for millions of Filipinos

• Cutting-edge solutions based on the best world practices and AI implementation

• Licensed neobank aiming to be a unicorn and leading fintech in the fast-growing region of Southeast Asia

• A business capable of raising over $200MM from the ADQ (the sovereign wealth fund of Abu Dhabi), World Bank Group and other investors despite the challenging market

• An environment that allows you to launch new products in 3-4 months

• A basis for expanding into new markets all over the world

What we offer

• Passionate international team spanning the globe

• Rapid professional growth. Merit (and merit only) rules the day

• Reward for performance and long-term success of Salmon

• Fast track to grow internationally

• New office in Manila, Philippines

• Relocation support for eligible candidates

• Remote and hybrid options

• Medical insurance, health and wellness benefits

• Program of events and activities both online and in person