Business Process Analyst (Customer Service)

Remote work is possible, preferred time zones GMT+4 to GMT+10

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 Deposit 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 & Documentation

• Map 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 cases

• Ensure clarity, accuracy, and relevance of all processes over time

🚀 Launch & Change Readiness

• Be responsible for preparing the Customer Service team for new product launches, policy updates, and new tools

• Translate business/product changes into concrete CS actions (scripts, macros, workflows)

• Build project plans, align with other teams, and ensure timely implementation

• Proactively surface risks or blockers and work across teams to resolve them

📊 Execution & Quality Control

• Monitor if requests are handled as designed

• Track key metrics (handling time, satisfaction, process adherence)

• Identify root causes for deviations and address them with relevant teams

🔁 Continuous Improvement & Alignment

• Propose and drive changes to simplify or improve customer processes

• Sync with Business, Product, Training, and QA to ensure alignment

• Collaborate with Data Analysts to measure the impact of improvements

What we expect from candidate:

• 2+ 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.io

• Strong project coordination and stakeholder management skills

• Fluent English (written and spoken), at least from B1+

• Analytical, structured, and detail-oriented mindset

• Experience working across multiple teams or departments

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 $60MM 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 get

• A 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 (from +4 GMT and to ****+10 GMT) and hybrid options (in Manila)

• Medical insurance, health and wellness benefits

• A program of events and activities both online and in person

If you wanna join our team - feel free to apply!