Product (Card) Operations Senior Analyst

About the team:

At Aspire, we are committed to empowering our customers throughout their journey with us. Our Operations Team ensures customers can operate seamlessly on our platform, and guarantee the best customer experience possible.

About the role:

• You are the product expert to customers & internal Aspire teams. You help resolve product escalations, identify and fill process gaps, and drive product improvements with the Tech team.
  Cards and card-related payments will be the primary focus area.
• Be the PIC for all card-related escalations and provide resolution to internal and external clients
• Identify process gaps and areas of improvement, make action plans, and help draft “Standard Operating Procedures” to fill gaps and improve processes
• Work closely with account management, onboarding, and support teams to manage & serve our client base
• Provide feedback, create documentation, and help train other teams to provide first support to clients
• Work with card schemes to manage settlement operations
• Manage physical card delivery
• Answer client queries

Minimum qualifications:

• You are analytical - You are either an engineer or have a solid track record in a tech company analyzing data sets and making inferences and conclusions. You are comfortable with spreadsheets
• You are a problem solver - You may have never faced a problem before, and nobody in the company may have a solution for you, but you will take the steps to investigate and find the best solution
• You are customer-obsessed - Putting yourself in the shoes of the customer comes naturally to you
• You are an outstanding communicator - Your replies are concise and clear. You are able to communicate clearly to customers and internal stakeholders. You are able to write and execute SOPs
• You have done it before - You have previous work experience of at least 2 years in a full-time role working as payments or product analyst

Preferred qualifications:

• Experience in fintech environments is highly preferred.
• Understanding of the Hong Kong financial market, including regulatory frameworks and industry trends.