Operations Analyst

Tap Payments  

br> As a Tapster you will:

• Conduct structured process reviews across internal teams mapping how work currently flows, identifying bottlenecks, and documenting findings

• Identify gaps in processes: steps that are missing, ownership that is unclear, handoffs that are broken, or decisions that lack criteria

• Identify blind spots: risks or failure modes that the team is not currently tracking or aware of

• Identify pain points: the manual work, repeated errors, communication breakdowns, or resource drains that frustrate teams

• Design improved processes proposing how workflows should evolve to eliminate identified problems, using recognised process design standards

• Document current-state and future-state processes in clear process maps, flowcharts, and written SOPs (Standard Operating Procedures)

• Work with team leads to validate findings and gain buy-in for proposed process changes

• Track the implementation of process improvements ensuring agreed changes are actually adopted, not just approved

• Feed findings into the Ops Dashboard ensuring all identified pain points, proposed solutions, and implementation statuses are logged

• Support the Ops leadership team in identifying which process problems should be escalated to product or engineering for a technical solution

• Benchmark Tap's processes against industry standards where applicable particularly for KYC, dispute resolution, and onboarding

br> What you will bring to the party:

• 2 4 years in a business analysis, operations management, or process improvement role

• Proficient with process mapping tools Lucidchart, Miro, Visio, or equivalent

• Familiarity with process improvement methodologies Lean, Six Sigma, BPM, or similar (certification a plus but not required)

• Strong ability to write clear, structured documents: process maps, SOPs, gap analysis reports, and findings summaries

• Comfortable interviewing team members at all levels from frontline operators to department heads to extract process knowledge

• Ability to question this is how we've always done it and propose evidence-based improvements

• Understanding of payment processing operations (KYC, dispute handling, onboarding, reconciliation) is a strong advantage

• Comfortable reading reports, interpreting SLA data, and using numbers to support findings (not a data analyst role but data-aware)

• Degree in Business Administration, Operations Management, Industrial Engineering, or equivalent

• 2 4 years mid-level; ability to work independently on process reviews without close supervision

br> Operations (Ops) Analysts Do NOT Do (Scope Clarity):

• Do not manage projects or own implementation of improvements Ops delivery management handles that

• Do not design technical solutions they identify needs and define requirements, engineers implement them

• Do not report on data that is the Data Analyst s domain; they use data to support process findings