myPOS is an innovative fintech company serving small and medium-sized business clients across the European Economic Area, Switzerland and the UK. It provides easy and convenient in-store, online and on-the-go payment solutions to more than 200,000 businesses in over 35 European countries. With 20 locations across Europe, myPOS boasts a team of nearly 750 employees.

We are seeking a detail-oriented Operations Data Analyst to join our Operations team. In this role, you will be responsible for analysing data across Customer Support, Risk, KYC/KYB and Human Resources departments, providing actionable insights to improve operational performance and supporting data-driven decision-making. You will work closely with those departments to ensure that operational strategies are aligned with broader company objectives.

What you’ll do:

• Operational Data Analytics: Analyse and interpret data related to Customer Support, Risk, KYC/KYB and HR processes to provide actionable insights that drive operational efficiency, forecast trends, and identify growth opportunities
• Performance Reporting: Develop and maintain performance reports, dashboards, and KPIs, ensuring accurate tracking of key operational metrics
• Workforce Planning & Optimization: Collaborate with HR leadership to develop accurate workforce forecasts by analysing historical data, market trends, and department performance
• Process Improvement: Identify opportunities to optimize workflows through data analysis, providing recommendations on resource allocation, process automation, and service delivery enhancements
• Data Integration & Management: Ensure data accuracy and consistency across various operational systems, collaborating with cross-functional teams to optimize data flows and integrations
• Customer Support Analytics: Monitor customer support data, identifying bottlenecks and inefficiencies. Provide actionable recommendations to improve response times, case resolution, and customer experience
• KYC/KYB Process Analysis: Support the Onboarding team by analysing data from KYC/KYB processes, highlighting trends, and identifying potential risks to improve compliance operations
• Automating decision-making engine: Analyse data rulesets for KYC & KYB data to drive improvements in verification engine
• Risk Management Analytics: Analyse data related to risk operations, such as transaction limits, fraud rates, chargebacks, card cashbacks, monitor performance of transaction monitoring rules to minimize operational risk while enabling revenue growth. Provide insights that help identify fraud patterns, mitigate losses, and enhance risk management strategies
• Cross-Department Collaboration: Partner with teams in HR, Customer Support, Risk and KYC/KYB to align data insights with broader company objectives, ensuring a cohesive approach to operational strategy
• Strategic Insights: Support operational leadership in strategic planning by delivering insights that inform decision-making, such as workforce planning, customer segmentation, and compliance analysis
• Training & Adoption: Assist in the adoption of new analytics tools and techniques within the operations teams, ensuring that stakeholders understand and utilize data-driven insights effectively

What you bring:

Required:

• Education: Bachelor’s degree in Business, Data Science, Economics, or a related field
• Experience: Proven experience (3-5 years) in data analytics, process-oriented or a similar role
• Technical Skills: Proficient in Microsoft Excel
• Operational Acumen: Strong understanding of key operational KPIs, process optimization, and performance forecasting methodologies
• Analytical Mindset: Ability to interpret complex data sets and translate them into clear, actionable insights that support operational performance and business growth
• Business Acumen: Solid understanding of operational strategies, market trends, and how data can be leveraged to optimise outcomes
• Customer centricity: Ability to analyse data to improve customer satisfaction and create seamless customer experience
• Collaboration & Communication: Strong stakeholder management skills with the ability to effectively communicate data insights to non-technical audiences, including HR, Customer Support, Risk and KYC/KYB leadership

Preferred:

• Experience with KYC/B and Risk decision making tools would be considered strong advantage
• Experience with HRIS and CRM platforms
• Knowledge of compliance and customer support operations
• Project management experience, particularly in managing data-related operational initiatives
• Familiarity with machine learning algorithms and their application in operations analytics

Why you should join myPOS:

• Vibrant international team operating in hi-tech environment
• Annual salary reviews, promotions and performance bonuses
• myPOS Academy for upskilling and training
• Refer a-friend bonus as we know that working with friends is fun
• Individual training and development budget
• Teambuilding, social activities and networks on multi-national level

What we offer: 

• Excellent compensation package
• 25 days annual paid leave (+1 day per year up to 30)
• Full “Luxury” package health insurance including dental care and optical glasses
• Meal vouchers of 160 BGN per month 
• Onsite fitness, bowling, and relax areas (Varna) or free of charge Multisport card (Sofia)
• Free coffee, snacks and drinks at the office

About us:

Founded in 2014, the myPOS platform gives micro businesses and SMEs everything they need to accept payments and manage various aspects of their business, including selling remotely, accelerating cash flow and enabling e-commerce. Business owners receive a free multicurrency merchant account and dedicated IBAN per currency, a business debit card, digitised business management capabilities, and a powerful platform to help them sell anywhere.

In 2024, myPOS was acquired by Advent International, one of the largest and most experienced global private equity investors. With Advent’s help, myPOS has ambitious plans to accelerate its growth and capture the opportunities of the market to become the leader in the SME payment industry.

For its continued innovation in payments, myPOS has won many prestigious awards including Best Business Payments System at the PayTech Awards in 2024, the Point of Sale Innovation at FinTech Breakthrough in 2023 and 2024, and Best Use of Mobile by FStech in 2022. For more information, please visit www.mypos.com.

Apply by filling in the form below and send your CV in English!

myPOS is committed to providing equal employment opportunities. All qualified candidates will be considered for employment without discrimination based on age, ancestry, colour, marital status, national origin, physical or mental disability, medical condition, veteran status, race, religion, sex, sexual orientation, gender identity or expression, or any other characteristic protected by applicable laws, regulations, and ordinances.

Your application will be confidentially reviewed in line with the General Data Protection Regulation (GDPR). Personal information will be used solely for the job application and will be stored for a period needed by the application process. Only short-listed candidates will be contacted. Good luck!