Operations Analyst

EMQ is a financial technology company that enables businesses of every size to access real-time, affordable, and efficient cross-border payments in 200+ markets. Through our API-powered platform, we continue to simplify global payments for our customers and enable them to scale efficiently across multiple markets. Our impact in making financial services more accessible and inclusive has been recognized by the World Economic Forum as a Tech Pioneer and by FXC Intelligence as a Top 100 Cross-Border Payment Company. The company is currently licensed in Hong Kong, Singapore, Indonesia, Jordan and registered as a Money Service Business in Canada. www.emq.com

If you are seeking an opportunity to make a real difference in a company with a global reach and exciting financial services, come join us and grow with a team of people who will energize and inspire you!

The Opportunity

We are looking for an Operations Analyst to join our operations team. You will support the team in ensuring our customers are able to make payments globally with optimal efficiency, and help us define, improve and execute operations processes and procedures. You will also learn how EMQ uses technology and data to automate our business and measure the operating efficiency of our network, and how this translates into better service levels for our global clients.

What The Day Will Look Like

• Monitor transactions daily; review customer transaction data; reconcile against business partners’ reports
• Resolve transaction and customer issues as quickly as possible through various channels; respond to settlement inquiries; check server logs to identify problems and escalate complicated cases
• Work with EMQ’s Network team and Network Operations counterparts globally to support our pay-in/pay-out partners, and help define processes for new partner integrations
• Work with the Product Management, Engineering and Finance teams on system testing and improvements, using ticketing and bug-tracking tools
• Perform transaction-related data analysis for internal stakeholders
• Help develop, improve and execute daily operational procedures

Skills And Experience That Will Lead To Success

• Bachelor’s degree or diploma
• At least 2 years of relevant experience in banking operations or fintech
• Familiar with Word and Excel functions
• Strong analytical and problem-solving skills, with attention to detail and accuracy
• Able to pick up new systems and tools quickly and adapt to changing priorities in a fast-paced startup environment
• Able to work independently and under pressure, and craft clear responses and action plans for customers
• Excellent communication skills in English
• Able to work on weekends and public holidays based on the shift roster

A Strong Plus

• Basic knowledge of JSON, XML and APIs
• Zendesk (customer service system) experience
• Mandarin proficiency

Why Join Us

You’ll be part of a fast-paced, multicultural fintech environment with real opportunities for growth and cross-functional exposure.

We offer:

• Competitive compensation and comprehensive employee benefits
• Generous leave policy to support your personal and family needs
• Learning and development programs to help you grow your skills and career
• A high-performing, collaborative and ambitious culture where you can make a visible impact
• Opportunities for career growth across functions