Process Associate

PayJoy; Taguig; On-site; PHP 1,808,318 - 2,712,477; Full time

Benefits offered by this job

100% Company Funded Health Insurance

20 days vacation, unlimited sick leave

$2000 annual Co-working Travel perk

$2000 annual Professional Development perk

Phone Finance benefit

Catered Lunch

Job summary

PayJoy is looking for a Process Associate to enhance operational efficiency by documenting processes and optimizing knowledge management. The role involves collaboration with various stakeholders to validate changes and improve existing documentation.

The ideal candidate will have a relevant degree and experience in process documentation, with proficiency in tools like Zendesk and Microsoft Office. The position offers a dynamic work environment and benefits including health insurance and professional development perks.

Qualifications

• Bachelor's or technical degree in Administration, Industrial Engineering, or related fields.
• 1-2 years of experience in process documentation or knowledge management.
• Proficiency in tools such as Zendesk/Talkdesk and data analysis.

Responsibilities

• Manage requests for creation and update of SOP and knowledge base content.
• Document operational processes and improve efficiency and effectiveness.
• Coordinate with stakeholders to gather requirements and validate changes.

Skills

Documentation skills

Data analysis

Proficiency in Zendesk

Process improvement

Education

Bachelor's or technical degree in relevant fields

Tools

Microsoft Office

Google Workspace

Visio

Canva

Job description

About PayJoy

PayJoy, a Public Benefit Corporation, is a mission-first credit provider dedicated to helping under-served customers in emerging markets to achieve financial stability and success. Our patented technology for secured credit provides an on-ramp for new customers to enter the credit system. Through PayJoy’s point-of-sale financing and card offerings, customers gain access to a modern quality of life. PayJoy’s credit also allows our customers to seize opportunities as micro-entrepreneurs, and acts as insurance for tough times. Through our cutting-edge machine learning, data science, and anti-fraud AI, we have served over 18 million customers as of 2025 while achieving solid profitability for sustainable growth.

This role

The Process Associate is responsible for documenting operations and support team processes with the goal of improving operational efficiency; optimizing knowledge management through the maintenance and adaptation of clear, accessible, and up-to-date documents; and coordinating with stakeholders on their validation and use.

Responsibilities

• Manage requests to create, update, and review standard operating procedure (SOP) and knowledge base content; adapting SOP to user-friendly formats (FAQs, interactive guides, videos, presentations, etc.).
• Document and map operational processes, identifying improvements and ensuring alignment with operational reality and opportunities to increase efficiency and effectiveness. Once approved, comminuted and uploaded to Zendesk; ensuring accessibility and clarity, as well as providing process updates for quality assurance and training for validation and implementation.
• Monitor content usage of the knowledge, collect agent feedback, to propose improvements; creating strategies to improve the user experience within the knowledge base.
• Coordinate with stakeholders (supervisors, managers, product, operations, compliance) to understand their needs, gather requirements, and define process improvement goals and objectives, validate changes and ensure proper implementation of updates.
• Research best practices in fintech industry processes and ensure the organization of the documentation repository.

Requirements

• 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 ability to present to non-expert stakeholders.

Benefits

• 100% Company Funded : Private Health Insurance for employee and immediate family
• 20 days vacation, unlimited sick leave
• $2,000 USD annual Co-working Travel perk
• $2,000 USD annual Professional Development perk
• Phone Finance, headphone benefit, home office equipment allowance and wellness perks
• Catered Lunch

PayJoy is proud to be an Equal Employment Opportunity employer and we welcome and encourage people of all backgrounds. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.