Analyst, Operations Strategy

AIRWALLEX (SINGAPORE) PTE. LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A growing fintech company is seeking an experienced Learning and Development professional in Singapore. This role involves designing training programs, managing knowledge bases, and collaborating with product teams to ensure excellent customer support. Candidates should have at least 4 years of relevant experience, strong analytical skills, and must hold a Bachelor's degree or equivalent. This position supports professional growth within a fast-paced environment.

Qualifications

• At least 4 years of experience, preferably in a tech startup or consulting.
• Strong analytical and problem-solving abilities.
• Self-starter able to prioritize effectively.

Responsibilities

• Design and implement learning programs for customer support team.
• Maintain the knowledge base and ensure timely updates.
• Lead onboarding and ongoing training for new and existing team members.
• Collaborate with product teams to incorporate customer feedback.

Skills

Excellent written communication

Excellent verbal communication

Excellent visual communication

Analytical skills

Problem solving skills

Education

Bachelor’s degree or equivalent

Job description

What you’ll do

We are seeking a passionate and experienced Learning and Development professional to join our Customer Support (Operations) team in Kuala Lumpur or Singapore. This role is focused on enhancing the capabilities of our global customer support team through strategic training initiatives, knowledge management, and continuous development programs. You will work closely with product teams and other stakeholders to ensure that our Customer Support Operations are equipped with the right resources, and that all team members are fully prepared to deliver exceptional service against the backdrop of ever-expanding and innovating products at Airwallex.

Responsibilities:

• Knowledge Learning Program Development: Design and implement comprehensive learning programs that include resources (e.g. standarding operating procedures), quizzes/tests, and structured outlines to enhance the knowledge and skills of the customer support team. Continuously assess and update the learning materials to reflect the latest industry standards and company needs.

• Knowledge Base Management: Establish and maintain a robust feedback loop to capture and correct inaccurate knowledge within the knowledge base. Ensure timely updates to the knowledge base, working collaboratively with content creators and subject matter experts.

• Onboarding and Training: Lead the onboarding process for new joiners, ensuring they are fully trained and integrated into the team. Develop ongoing training initiatives for existing team members to keep them up-to-date with new tools, processes, and product features.

• Collaboration with Product Teams: Work closely with product teams to ensure customer feedback is thoroughly considered in product development. Ensure all new product features and changes are well-documented, and appropriate training is provided to the customer support team ahead of product launches.

Who you are

We're looking for people who meet the minimum qualifications for this role. The preferred qualifications are great to have, but are not mandatory.

Minimum qualifications:

• At least 4 years of experience, preferably with a fast growing tech startup or top-tier strategy/management consulting or equivalent

• Excellent written, verbal and visual communication skills

• Very strong analytical skills

• Strong problem solving skills essential

• Self-starter that can identify and prioritize opportunities to focus on

• Technology, financial services and/or experience in a high growth environment is advantageous

• Bachelor’s degree or equivalent

Preferred qualifications:

• At least 4 years of experience, preferably with a fast growing tech startup or top-tier strategy/management consulting or equivalent

• Excellent written, verbal and visual communication skills

• Very strong analytical skills

• Strong problem solving skills essential

• Self-starter that can identify and prioritize opportunities to focus on

• Technology, financial services and/or experience in a high growth environment is advantageous

• Bachelor’s degree or equivalent