Business Analyst (Cross-process)

Salmon - Who We AreSalmon Group Ltd ("Salmon") is a leading financial technology company focused on improving financial inclusion in the Philippines. Through its Philippine subsidiaries, including the Rural Bank of Sta. Rosa (Laguna), Inc. ("Bank"), Salmon delivers accessible financial services to underserved and underbanked Filipinos.The Bank is renamed to Salmon Bank (Rural Bank) Inc., with BSP approval secured and SEC processing underway. It plans to apply for a Thrift Bank license by this year. In 2024, assets grew 12x to PHP1.3 billion, driven by strong consumer lending. The Bank aims to increase assets 5x in 2025 and to increase equity from PHP682 million (as of 31 May 2025) to PHP1.2 billion by 2026.Salmon was founded by Pavel, George, and Raffy, who held senior leadership roles at Tinkoff, one of the world's most successful and profitable digital banks. Tinkoff is widely recognized for its innovation and scale in emerging markets, offering a strong foundation of experience for Salmon's leadership team.In under three years, Salmon has built a global team of finance and technology professionals and raised USD 184 million in equity and debt to support its operations in the Philippines. Key shareholders include the International Finance Corporation (World Bank Group), ADQ/Lunate (Abu Dhabi's sovereign wealth fund), Back in Black Capital, Northstar Group, Spice Expeditions, Antler Elevate, and other prominent investors from the US and the Philippines.About the RoleSalmon Customer Service builds a universal, scalable service layer across all company products - clear support flows, smart tools, shared standards, and seamless customer experience. As cross-functional workload continues to grow - with further scale expected from the Daily Banking launch - we are looking for a Business Analyst to strengthen the team, ensure sustainable delivery, and drive structured, end-to-end process improvements across service streams.What You Will Own* Design and optimize cross-product customer processes shared across all business lines (onboarding, KYC, account servicing, daily banking, etc.)* Analyze operational data to identify bottlenecks and opportunities to improve service quality and speed in cross-product scenarios* Define and prioritize tasks for automation and process improvements in CRM / ticketing systems* Manage changes end-to-end: document requirements, align with product and engineering teams, accept deliverables* Handle incidents and escalations within cross-process scope* Participate in compliance and regulatory streams in collaboration with the Compliance team* Maintain regular reporting on operational metrics, SLAs, and backlog* Coordinate across CS, Product, Engineering, Risk, and other departments on customer journey topicsWhat we expect from candidate* 2+ years of experience as a business analyst, service lead, or similar role in fintech, banking, or a digital company* Experience in describing and optimizing business processes (BPMN, user flows, use cases)* Ability to work with data: basic SQL, experience with BI dashboards (Metabase, Looker, Tableau, or similar)* Understanding of CRM systems and ticketing platforms* Strong cross-functional communication and stakeholder management skills* English B2+ (English-speaking work environment)Additional Requirements/Preferences* Experience in a regulated environment (banking, microfinance, payment systems)* Experience with Jira / Confluence* Understanding of self-service and proactive customer communication concepts* Experience working with cross-product processes in a multi-product environmentWhy would it be cool to work with us?What we create* Modern banking services for millions of Filipinos* Cutting-edge solutions based on the best world practices and AI implementation* Licensed neobank aiming to be a unicorn and leading fintech in the fast-growing region of Southeast Asia* A business capable of raising over $200MM from the ADQ (the sovereign wealth fund of Abu Dhabi), World Bank Group and other investors despite the challenging market* An environment that allows you to launch new products in 3-4 months* A basis for expanding into new markets all over the worldWhat we offer* Passionate international team spanning the globe* Rapid professional growth. Merit (and merit only) rules the day* Reward for performance and long-term success of Salmon* Fast track to grow internationally* New office in Manila, Philippines* Relocation support for eligible candidates* Medical insurance, health and wellness benefits* Program of events and activities both online and in person