Process Analyst (Fintech)

TL;DR

Process Analyst (Fintech): Optimizing and standardizing operational workflows for customer and partner support with an accent on AI-assisted systems and process design. Focus on building efficient support procedures, leveraging LLM-based tools, and collaborating across teams to enhance customer experience at scale.

Location: Must be based in the UAE (Hybrid)

Company

hirify.global is a leading, high-growth fintech company in the GCC region that provides flexible payment solutions, enabling shoppers to split payments with no interest or fees.

What you will do

• Analyze end-to-end support workflows to identify bottlenecks and automation opportunities.
• Design and implement process improvements to enhance efficiency and customer satisfaction.
• Create and maintain formalized procedures using BPMN and flowcharts.
• Collaborate with Product and LLM Agent teams to integrate AI tools into support operations.
• Prototype solutions and query operational data using AI coding tools like Claude Code.
• Gather feedback from agents and stakeholders to align process changes with organizational goals.

Requirements

• Must be based in the UAE
• 2+ years of experience in customer support operations as a process or business analyst.
• Deep understanding of customer service principles, escalation flows, and SLA management.
• Proficiency in process-modeling standards such as BPMN and flowcharts.
• Hands-on experience with AI coding tools or demonstrated ability to build with LLM assistance.
• Strong analytical skills with the ability to turn operational metrics into prioritized actions.

Nice to have

• Lean / Six Sigma certification
• RPA or automation experience
• Fintech or BNPL background
• Arabic language skills

Culture & Benefits

• Flexible working hours with a focus on autonomy and responsibility.
• Participation in the company’s employee stock options program.
• Comprehensive health insurance.
• Flexi Perks monetary benefit for health, well-being, or professional development.
• Collaborative environment with direct impact on product and operations.

Hiring process

• HR call
• Technical interview
• Assessment
• Final interview