Senior Operations Analyst

COMPANY OVERVIEW:

XOALA is a Global and multi-regulated Neobank-EMI and leader in Payment Solutions with global offices including Cyprus, UK, Sweden, India, and Dubai. It provides its customers multi-currency payment accounts, cards and acquiring products in an all-in-one platform that allows you to handle international transactions, manage accounts in multiple currencies, and process payments securely- no matter where in the world you do business!

JOB DESCRIPTION:

• Monitor and support end-to-end payment processing activities, ensuring transactions are completed accurately, efficiently, and within agreed service levels.
• Investigate, analyze, and resolve payment exceptions, failed transactions, reconciliation discrepancies, chargebacks, and operational incidents in a timely manner.
• Perform transaction monitoring activities to identify unusual, suspicious, or potentially fraudulent payment activity and escalate issues in line with established procedures.
• Support fraud prevention and risk management initiatives through the review of alerts, trend analysis, and implementation of fraud mitigation controls.
• Serve as a key point of contact for clients, managing service requests, operational queries, and issue resolution while maintaining high levels of customer satisfaction.
• Build and maintain strong client relationships through proactive communication, professional support, and effective stakeholder management.
• Analyze operational data, transaction volumes, fraud trends, and performance metrics to identify risks, control gaps, and opportunities for operational improvement.
• Develop and maintain reports, dashboards, and management information packs to support business performance reviews, fraud oversight, and strategic decision-making.
• Ensure adherence to internal controls, regulatory requirements, industry standards, AML guidelines, fraud prevention frameworks, and organizational policies.
• Collaborate with cross-functional teams, including Technology, Finance, Risk, Compliance, Fraud Operations, and Customer Service, to support business objectives and operational excellence.
• Drive continuous improvement initiatives by identifying process inefficiencies, recommending enhancements, and supporting automation opportunities across payment and fraud operations.
• Utilize data analysis tools such as Excel, SQL, Power BI, and reporting platforms to generate actionable insights and improve operational performance.
• Support acquiring, issuing, and data management functions by ensuring data integrity, operational accuracy, and timely execution of business-critical processes.
• Monitor key operational and fraud KPIs, investigating exceptions and recommending corrective actions to reduce losses and improve service quality.
• Demonstrate strong analytical thinking, attention to detail, problem-solving capabilities, and the ability to manage multiple priorities in a fast-paced, highly regulated environment.

PERSON SPECIFICATION

• Ability to work on a rotational shift pattern.
• At least 3-5 years of relevant Back Office experience, preferably within the FinTech/Financial Services industry.
• High attention to detail and excellent prioritization skills.
• Business Fluency in English language.
• High skills in Data Analysis tools (Excel, SQL, Power BI and other reporting platforms), would be considered an advantage.

WHAT WE OFFER:

💰Competitive Remuneration Package, including performance-based commission

🕐Flexible working hours & hybrid working schedule

🏥Medical Insurance coverage

⛹️Gym, Health & Wellness allowance fee

🅿️Free Parking & monthly parking allowance fee

🎉Loyalty and Birthday rewards, (including paid time off)

🎁Discount Scheme

🌍Collaborative, transparent and innovative work environment

🔥Dynamic career growth in motivating and fast-growing global company

🏖️Modern offices near the seaside and many more!