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Lead - Operations Analyst- Operations Excellence, Bangalore, India ( 5pm-2am IST)

MPOWER Financing

THE COMPANY

MPOWER’s borderless loans and scholarships enable students from around the world to realize their full academic and career potential by attending top universities in the U.S and Canada. 

As a mission-oriented fintech/edtech company, we move extremely quickly and leverage the latest technologies, global best practices, and heavy analytics to tackle one of the biggest challenges in financial inclusion. We’re backed by over $150 million in equity capital from top global investors, which enables fast growth and provides our company with financial stability and a clear path to an IPO over the coming years.

Our global team is composed of former management consultants, financial service and technology professionals, and other experts in their respective fields. We work hard, have fun, and believe strongly in our cause. For us, MPOWER’s mission is personal.

As a member of our team, you’ll be challenged to think quickly, act autonomously, and constantly grow creatively in an environment where fast change and exponential growth are the norm. Ideation and implementation happen very quickly. We value feedback and emphasize personal and professional development by providing the resources you need to further your skills and grow with the company. MPOWER is committed to cultivating your strengths and curiosity and helping you make an immediate impact.

MPOWER has been named one of the best fintechs to work for by American Banker for the past 5 years in a row.. We are honored to be nominated by multiple agencies and publications for our leadership in Tech, diversity and social impact. We pride ourselves on being a “growth company for grown-ups,” where there are no pool tables but rather great health, education, and maternity/paternity benefits instead. Our team diversity has been recognized as well; we’re one of the most diverse workforces in the world in terms of nationality, gender, religion, age, sexual orientation, and educational background.

THIS IS A FULL-TIME POSITION BASED IN BANGALORE, INDIA

THE ROLE

As a Lead - Operations Analyst, you'll play a key role in operational and strategic success by evaluating data for actionable insights. You'll support tactical activities to achieve company goals and enhance customer experience. This role requires a strategic thinker with data-driven decision making, and a commitment to continuous improvement, aiming for operational excellence and a competitive edge. Your responsibilities will include, but are not limited to:

  • Collaborating closely with stakeholders to deeply understand critical business requirements and actively participating in operations projects, ensuring seamless alignment with overarching organizational goals
  • Executing and implementing AnswerBot, ChatBot, FAQ, IVR, and automation within Zendesk and other applications
  • Identifying opportunities for process enhancements and implementing improvements through comprehensive data collection and insightful analysis.
  • Establishing and monitoring various operational reports, KPIs, and SLAs for the team and taking proactive and decisive action as necessary
  • Collaborating closely with diverse teams, including Product, Engineering, Operations, and Tech teams, to ensure seamless project execution on the ground and monitor projects for timely milestone completion

THE QUALIFICATIONS

  • Bachelor's degree in Business, Finance, Economics, Analytics, or a related field.
  • 7+ years of experience in data-centric roles within dynamic, technology-driven environments, with a preference for those who also have experience in consumer finance, global customer experience, or financial services operations.
  • Exhibiting superior data and analytics skills, demonstrating the ability to derive profound insights and drive transformative change.
  • Showcasing a proven track record of building robust teams, emphasizing growth and mentorship. Being inherently KPI-driven with exceptional emotional intelligence.
  • Possessing an innate sense of service and empathy for both customers and employees.
  • Exceptional organizational skills and attention to detail, with an ability to move between strategic thinking and details.
  • Superior communication, presentation, and facilitation skills with the ability to express complex concepts in plain language to reach broader audiences.

A passion for financial inclusion and access to higher education is a must, as well as comfort working with a global team across multiple time zones and locations!

In addition, you should be comfortable working in a fast growth environment, meaning a small agile team, fast-evolving roles and responsibilities, variable workload, tight deadlines, a high degree of autonomy, and 80-20 everything. 

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Confirmed 17 hours ago. Posted 30+ days ago.

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