Mandarin Speaking Operations Analyst – Customer Service

ABOUT:

PalmPay is a pan-African fintech company currently operating in Nigeria, Ghana, Kenya, Uganda, and Tanzania and expanding to other markets this year. We’re reinventing the payment experience by making it easy and reliable for everyone to transfer money, pay bills and shop online.

We are looking for a skilled Mandarin-speaking Operations Analyst to join our Customer Service team at PalmPay. In this role, you will be responsible for ensuring operational efficiency and delivering excellent customer experiences. This role involves analyzing data, improving processes, and ensuring efficient and effective business operations. Your main focus will be on analyzing customer service operations, identifying areas for improvement, and implementing strategies to enhance service delivery.

KEY RESPONSIBILITIES:

Data Analysis and Reporting:

• Collect, analyze, and interpret data to identify trends and insights.
• Prepare reports and presentations to communicate findings to management.
• Monitor key performance indicators (KPIs) and develop metrics to track operational performance.

Process Improvement:

• Identify areas for process improvement and operational efficiency.
• Develop and implement strategies to enhance workflow and reduce costs.
• Collaborate with cross-functional teams to streamline operations.

Market and Business Research:

• Conduct market research and analysis on Mandarin-speaking regions.
• Stay updated on industry trends and the competitive landscape.
• Provide insights to support strategic decision-making.

Communication and Coordination:

• Serve as a liaison between the company and Mandarin-speaking clients or partners.
• Facilitate communication and coordination with stakeholders in Mandarin-speaking regions.
• Ensure accurate and timely translation of documents and communications.

Project Management:

• Support project planning and execution.
• Monitor project timelines and deliverables.
• Ensure projects are completed on time and within budget.

Compliance and Risk Management:

• Ensure compliance with local regulations and company policies.
• Identify potential risks and develop mitigation strategies.
• Conduct regular audits and reviews to ensure operational integrity.

QUALIFICATIONS:

Language Proficiency:

• Fluency in Mandarin (both written and spoken). THIS IS A MUST HAVE

Education:

• Bachelor’s degree in Business Administration, Operations Management, Economics, or a related field.

Experience:

• Proven experience in operations analysis, process improvement, or a related role.
• Experience working in or with Mandarin-speaking regions is preferred.

Skills:

• Strong analytical and problem-solving skills.
• Proficiency in data analysis tools and software (e.g., Excel, SQL, Tableau).
• Excellent communication and interpersonal skills.
• Ability to manage multiple tasks and projects simultaneously.
• Attention to detail and strong organizational skills.