Company: Salmon
Location: Manila, Philippines
Remote work is possible, preferred time zones GMT+5 to GMT+10
- Hi, we’re Salmon 🚀
- About this role:
- Key Responsibilities:
- Requirements
- Nice to have
- Why would it be cool to work with us?
- If you wanna join our team - feel free to apply! 👇
‣
Hi, we’re Salmon 🚀
About this role:
Salmon 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.
Key Responsibilities:
- 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 topics
Requirements
- 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)
Nice to have
- 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 environment
Why 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 world
What 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
- Remote and hybrid options
- Medical insurance, health and wellness benefits
- Program of events and activities both online and in person