Operations Analyst

Role’s Mission Drive operational efficiency across cross-functional teams by managing merchant lifecycle at scale, from onboarding through long term retention, while leveraging AI tools and data analytics to identify opportunities, automate processes, and deliver measurable business impact. Key responsibilities Merchant Lifecycle Management - Manage and grow a massive merchant portfolio across all lifecycle stages: onboarding, activation, engagement, and retention. - Design and execute scalable onboarding processes that reduce time to the first transaction and maximize early merchant success. - Drive proactive churn prevention initiatives through data driven segmentation, health scoring, and targeted outreach. - Own day to day merchant operations including issue resolution, escalation handling, and performance monitoring. - Maintain proactive, scalable communication with merchants to understand evolving needs and maximize Aplazo adoption. Data Analysis & Reporting - Analyze merchant transaction data to identify patterns, trends, and conversion leakage across the funnel. - Build and maintain reporting dashboards that evaluate merchant performance, surfacing areas for improvement and growth. - Use SQL and BigQuery to run analyses that inform operational decisions and commercial strategies. - Monitor merchant health KPIs and trigger intervention workflows when early warning signals emerge. Process Optimization & AI Driven Operations - Design and implement internal process improvements that scale with the company. - Actively leverage AI tools to automate repetitive workflows, generate insights faster, and increase team output. - Update and maintain policies and procedures related to merchant interaction with the deferral service. - Collaborate cross functionally with Sales, Product, and Risk to ensure operational alignment and merchant success. Requirements Must have: Experience: Background in operations management, including process optimization, risk assessment, and developing operational procedures to enhance efficiency and customer experiences. Years of experience: 1+ years of BNPL or fintech industry experience. Technical skills: - SQL - Google Workspace - CRM Management (Hubspot) - ASANA - AI tools Soft skills: - Excellent communication skills to effectively communicate compliance requirements, policies, and procedures to employees at all levels of the organization. - Flexibility to handle changing regulatory environments, business needs, and operational demands within the dynamic fintech industry. - Strong time management skills to prioritize tasks, meet deadlines for regulatory reporting, and manage multiple compliance and operational projects simultaneously. Academic background: Bachelor's Degree in Finance, Business Administration, Economics, or a related field Nice to have: - Knowledge of data analytics or BI tools (Looker, Tableau, Metabase) Languages: - Spanish - English (Intermediate) Personal data collected during the recruitment process will be processed in accordance with the Privacy Notice of Aplaz, S.A. de C.V. (“Aplazo”), available at our Privacy and Policy Notice https://aplazo.mx/privacy-and-policy. Aplazo does not discriminate on the basis of race, religion, skin color, sex, gender, age, ethnic or national origin, marital status, disability, social or economic status, sexual preferences, or any other condition or characteristic. Selection is based solely on the qualifications and merits of the candidates.