Business Analyst (Deposits & Daily Banking)

About The TeamSalmon Customer Service — a team that makes our customers' lives easier across every product in the company. We build a universal, scalable service layer: clear support flows, smart tools, shared standards, and solutions that work for all products. Our goal is simple: remove friction, help people solve their tasks quickly, and create a service experience that truly feels wow.About The RoleThis role owns the service layer for Salmon's Deposits and Daily Banking products. As we launch and scale the deposit business, we need someone who turns every new feature, rule, or policy into a clear, reliable, user-oriented customer service process — and keeps that service running smoothly day to day. The role combines analytical thinking, operational clarity, and cross-team collaboration to make sure our deposits service is reliable, scalable, and continuously improving.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.ResponsibilitiesProcess Design & DocumentationMap and document how customer requests within Deposits and Daily Banking are handled (by agents or bots)Create and maintain step-by-step flows and BPMN diagrams for core and edge casesEnsure clarity, accuracy, and relevance of all processes over timeLaunch & Change ReadinessPrepare the Customer Service team for new product launches, policy updates, and new tools within the Deposits and Daily Banking scopeTranslate business and product changes into concrete CS actions (scripts, macros, workflows)Build project plans, align with other teams, and ensure timely implementationProactively surface risks and blockers and work across teams to resolve themExecution & Quality ControlMonitor whether requests are handled as designedTrack key metrics (handling time, satisfaction, process adherence, SLAs)Identify root causes for deviations and address them with the relevant teamsHandle incidents and escalations within the deposits scopeContinuous Improvement & AlignmentPropose and drive changes to simplify or improve customer processesSync with Business, Product, Training, and QA to ensure alignmentCollaborate with Data Analysts to measure the impact of improvementsCoordinate across CS, Product, Engineering, Risk, Compliance, and other departments on the deposit customer journeyRequirements2+ years of experience as a business analyst, service lead, process analyst, or similar role in fintech, banking, BPO, or a digital company (Customer Support background is a strong plus)Prior experience in fast-paced environments (fintech, tech, BPO, e-commerce)Experience in describing and optimizing business processes — proficient in BPMN and tools like Lucidchart or Draw.ioAbility to work with data: basic SQL, experience with BI dashboards (Metabase, Looker, Tableau, or similar)Understanding of CRM systems and ticketing platformsStrong project coordination and stakeholder management skillsAnalytical, structured, and detail-oriented mindsetExperience working across multiple teams or departmentsEnglish B2+ (English-speaking work environment)Additional Requirements / PreferencesExperience in a regulated environment (banking, microfinance, payment systems)Background in deposits, current accounts, cards, payments, or daily banking productsExperience with Jira / ConfluenceUnderstanding of self-service and proactive customer communication conceptsExperience launching new products or features from a service-operations perspective