Senior Business Operations Analyst for Digital Banking

🏢 ABOUT THE COMPANY

Fidelity is a leading financial services company founded in 1946 in Mexico City, with a mission to empower our customers to achieve financial wellness. With over 10,000 employees, we have become one of the largest financial institutions in Mexico, offering a wide range of financial products and services, including investment, insurance, and banking. Our company culture is built on a foundation of innovation, teamwork, and customer focus. We are proud of our achievements, including being recognized as one of the best places to work in Mexico for several years. We are committed to delivering exceptional customer experiences, and we are looking for talented individuals to join our team who share our passion for financial inclusion and customer satisfaction.

🎯 ROLE OVERVIEW

As a Senior Business Operations Analyst for our Digital Banking team, you will play a critical role in ensuring the smooth operation of our digital banking platforms, including our mobile app and online banking portal. You will work closely with cross-functional teams, including product management, engineering, and customer support, to identify and resolve operational issues, improve processes, and enhance customer experiences. You will report to the Head of Digital Banking Operations and work closely with senior leaders to drive business growth and customer satisfaction. Your contributions will have a direct impact on our business, and you will be responsible for driving process improvements, reducing costs, and improving customer satisfaction.

📋 KEY RESPONSIBILITIES

- Develop and maintain operational dashboards to monitor key performance indicators (KPIs) and provide insights to senior leaders.

- Collaborate with cross-functional teams to identify and resolve operational issues and improve processes.

- Analyze customer feedback and market trends to identify opportunities for business growth and customer satisfaction improvement.

- Develop and implement business process improvements to reduce costs and improve efficiency.

- Collaborate with product management and engineering teams to define and deliver new digital banking products and services.

- Develop and maintain relationships with key stakeholders, including senior leaders, product managers, and customer support teams.

- Conduct regular business reviews with senior leaders to discuss business performance and identify areas for improvement.

- Develop and implement business continuity plans to ensure minimal disruption to business operations in the event of an outage or critical incident.

- Conduct root cause analysis to identify the root cause of business incidents and develop corrective action plans.

- Develop and implement process improvements to reduce cycle time and improve customer satisfaction.

✅ REQUIRED QUALIFICATIONS

- 5+ years of experience in business operations, digital banking, or a related field.

- Bachelor's degree in Business Administration, Finance, or a related field.

- Strong technical skills, including data analysis, business intelligence, and process improvement.

- Excellent communication and interpersonal skills, with the ability to work effectively with cross-functional teams.

- Strong analytical and problem-solving skills, with the ability to identify root causes of business incidents and develop corrective action plans.

- Experience with business process improvement methodologies, including Six Sigma or Lean.

⭐ PREFERRED QUALIFICATIONS

- Experience with digital banking platforms and mobile app development.

- Certification in business analysis, business process improvement, or a related field.

- Experience with data visualization tools, such as Tableau or Power BI.

- Experience with cloud-based software platforms, such as Salesforce or Oracle.

💰 WHAT WE OFFER

We offer a competitive salary range of MXN 50000 - 80000 per month, depending on experience and qualifications. We also offer a comprehensive benefits package, including health insurance, retirement plan, and paid time off. We are committed to employee development and offer a budget for learning and development opportunities. We are a remote-friendly company and offer flexible work arrangements to support our employees' work-life balance. We have a diverse and inclusive team culture, with a strong focus on collaboration and teamwork. We are committed to employee growth and offer opportunities for professional development and career advancement.

👥 ABOUT THE TEAM

Our Digital Banking team is a dynamic and collaborative group of professionals who are passionate about delivering exceptional customer experiences. We are a remote team, with team members working from various locations across Mexico. We are committed to open communication and collaboration, with regular virtual meetings and check-ins. We are proud of our recent wins, including the launch of our new mobile app and online banking portal. We are looking for talented individuals who share our passion for digital banking and customer satisfaction to join our team.

📨 HOW TO APPLY

To apply, please submit your resume and a cover letter outlining your experience and qualifications. We look forward to hearing from you!

📋 Job Details

📨 How to Apply

Submit your updated CV and a brief cover letter to Fidelity. Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted within 2 weeks of applying.