Operations Process & Knowledge Specialist

StartX Med; Taguig; Hybrid; PHP 279,000 - 502,000; Full time

Benefits offered by this job

Health insurance

Vacation leave

Co-working travel perk

Professional development perk

Tech stipend

Catered lunch

Job summary

PayJoy, a Public Benefit Corporation, in Taguig City, seeks a Process Associate to document operations, optimize knowledge management, and coordinate with stakeholders to drive efficiency. The hybrid, full-time role focuses on updating SOPs, knowledge bases, and ensuring accessible process documentation across teams.

Ideal candidates have 1–2 years in process documentation or knowledge management, strong data-analysis skills, and proficiency with Zendesk, Visio, Miro, and Canva.

Qualifications

• Bachelor's or technical degree in Administration, Industrial Engineering, Process Management, Knowledge Management, Communications, Technical Documentation, or related fields.
• 1-2 years of experience in process documentation or knowledge management, as well as customer service.
• Proficiency in tools such as Zendesk/Talkdesk, Visio/Lucidchart/Miro, Microsoft Office/Google Workspace, and Canva.
• The ability to collect, analyze, and utilize data to make informed decisions is essential.
• Ability to graphically represent existing and proposed processes, and the ability to present to non-expert stakeholders.

Responsibilities

• Manage requests to create, update, and review SOP and knowledge base content; adapt SOP to user-friendly formats (FAQs, interactive guides, videos, presentations).
• Document and map operational processes, identify improvements, ensure alignment with reality, and upload to Zendesk with updates for QA and training.
• Monitor content usage of the knowledge, collect agent feedback, and propose improvements; develop strategies to improve user experience in the knowledge base.
• Coordinate with stakeholders (supervisors, managers, product, operations, compliance) to understand needs, gather requirements, and define process improvement goals and validate changes.
• Research best practices in fintech industry processes and organize the documentation repository.

Skills

Zendesk/Talkdesk

Visio/Lucidchart/Miro

MS Office / Google Workspace

Canva

Data analysis

Process mapping / diagramming

Stakeholder communication

Education

Bachelor's or technical degree in Admin / Industrial Eng / Process Management

Tools

Zendesk

Talkdesk

Visio

Lucidchart

Miro

Canva

Microsoft Office

Google Workspace

Job description

PayJoy, a Public Benefit Corporation, in Taguig City, seeks a Process Associate to document operations, optimize knowledge management, and coordinate with stakeholders to drive efficiency. The hybrid, full-time role focuses on updating SOPs, knowledge bases, and ensuring accessible process documentation across teams.

Ideal candidates have 1–2 years in process documentation or knowledge management, strong data-analysis skills, and proficiency with Zendesk, Visio, Miro, and Canva.