Business Analyst (Digital Platforms)
About the Team
We are building a single internal platform that will power all operational products across the company — CS, Collections, back-office, and beyond. Think of it as an internal CRM we’re creating for ourselves: a growing system of interconnected pieces covering task management, agent interfaces, workflows, and operational tooling — built to serve very different teams and scale with the business. The platform will eventually touch every operational function in the company, so what gets prioritized here directly shapes how hundreds of people do their jobs every day.
What you'll do
- Own the operations platform backlog and roadmap end-to-end, translating operational needs from CS, Collections, and back-office into a prioritized, coherent development plan
- Lead large, cross-functional platform initiatives from discovery through delivery and post-launch iteration, driving them independently and holding teams to the outcome
- Conduct in-depth business and systems analysis with an emphasis on IT integration within the banking sector — mapping how CRM, ticketing, workflow/automation, and back-office systems connect, and streamlining complex processes across them
- Make and defend architecture-level trade-offs, balancing development cost, technical debt, and business impact, and steer engineering toward solutions that scale
- Produce impeccable documentation — BRDs, FSDs, specs, user stories, test cases, and use cases — that engineering can build from without rework
- Define platform metrics, analyze operational and adoption data, and turn findings into a defensible case for what to build next
- Embrace a systems-thinking approach: own testing strategy for platform changes, run UAT, and collaborate closely with development teams to drive innovation and excellence
- Investigate platform incidents and escalations, trace root causes, and convert them into lasting system fixes rather than one-off patches
- Manage changes end-to-end: document requirements, align product and engineering, and accept deliverables
- Act as the connective tissue across operations, product, and engineering; align competing priorities with senior stakeholders and mentor junior analysts on requirements craft and process design
What makes you a strong fit
- 5+ years as a business/systems analyst in fintech, banking, or a digital company, with a track record on internal platforms or operational systems (not just customer-facing flows)
- Proven ownership of large, cross-functional initiatives end-to-end — from discovery and requirements through delivery and post-launch iteration — with minimal supervision
- Deep experience modeling and re-engineering complex business processes (BPMN, user flows, use cases), including processes spanning multiple teams and systems
- Strong systems and integration understanding: how CRM, ticketing, workflow/automation, and back-office tools connect via APIs and data flows; ability to reason about trade-offs at the architecture level
- Exceptional decision-making skills, with a focus on empathetic solutions that balance development costs, technical debt, and business objectives
- Solid data skills: confident SQL, experience with BI dashboards (Metabase, Looker, Tableau, or similar); able to define metrics and validate hypotheses independently
- Strong requirements craft: BRDs, FSDs, specs, user stories, acceptance criteria, and test cases that engineering can build from without rework
- Excellent stakeholder management up to senior/leadership level; able to align competing priorities across operations, product, and engineering, and to own a platform backlog and roadmap
- English B2+
- Nice to have: experience in a regulated environment (banking, microfinance), understanding of the credit lifecycle (origination, servicing, delinquency, restructuring), Jira / Confluence, exposure to workflow/automation or low-code platforms, mentoring of junior analysts
