Operations Analyst (Operations Intelligence & Strategy)

About Tap

Tap Payments is revolutionizing online payments across the MENA region by connecting businesses with simple, unified payment experiences. We need exceptional talent to help us on this journey.

The Operations Team
Great ideas aren't enough. To build a truly global business, we need great experiences. Join our operations team and help build, operate, and scale our customer, financial and administrative operations across the Middle East and beyond. Yalla! let's do this

As a Tapster you will:

• Conduct structured process reviews across internal teams — mapping how work currently flows, identifying bottlenecks, and documenting findings

• Identify gaps in processes: steps that are missing, ownership that is unclear, handoffs that are broken, or decisions that lack criteria

• Identify blind spots: risks or failure modes that the team is not currently tracking or aware of

• Identify pain points: the manual work, repeated errors, communication breakdowns, or resource drains that frustrate teams

• Design improved processes — proposing how workflows should evolve to eliminate identified problems, using recognised process design standards

• Document current-state and future-state processes in clear process maps, flowcharts, and written SOPs (Standard Operating Procedures)

• Work with team leads to validate findings and gain buy-in for proposed process changes

• Track the implementation of process improvements — ensuring agreed changes are actually adopted, not just approved

• Feed findings into the Ops Dashboard — ensuring all identified pain points, proposed solutions, and implementation statuses are logged

• Support the Ops leadership team in identifying which process problems should be escalated to product or engineering for a technical solution

• Benchmark Tap's processes against industry standards where applicable — particularly for KYC, dispute resolution, and onboarding

What you will bring to the party:

• 2–4 years in a business analysis, operations management, or process improvement role

• Proficient with process mapping tools — Lucidchart, Miro, Visio, or equivalent

• Familiarity with process improvement methodologies — Lean, Six Sigma, BPM, or similar (certification a plus but not required)

• Strong ability to write clear, structured documents: process maps, SOPs, gap analysis reports, and findings summaries

• Comfortable interviewing team members at all levels — from frontline operators to department heads — to extract process knowledge

• Ability to question “this is how we've always done it” and propose evidence-based improvements

• Understanding of payment processing operations (KYC, dispute handling, onboarding, reconciliation) is a strong advantage

• Comfortable reading reports, interpreting SLA data, and using numbers to support findings (not a data analyst role but data-aware)

• Degree in Business Administration, Operations Management, Industrial Engineering, or equivalent

• 2–4 years — mid-level; ability to work independently on process reviews without close supervision

Operations (Ops) Analysts Do NOT Do (Scope Clarity):

• Do not manage projects or own implementation of improvements — Ops delivery management handles that

• Do not design technical solutions — they identify needs and define requirements, engineers implement them

• Do not report on data — that is the Data Analyst’s domain; they use data to support process findings

Are you ready to shape the future of payments in MENA?