Data Analyst (Operations Intelligence & Strategy)
Skills
About This Role
Overview
- As a Tapster you will:
- Define the criteria and formulas for all key Ops metrics acceptance rates, chargeback ratios, onboarding TTL, KYC queue age, SLA breach rates, dispute resolution times, and more
- Work with the Ops leadership team to design new KPIs when new domains or functions are added
- Review existing dashboards and reports to identify measurement inconsistencies, formula errors, or misleading representations
- Guide the React Native Engineers and product teams on how to build data pipelines and dashboard visualisations that correctly reflect defined formulas
- Produce cohort analyses comparing merchant segments, market performance, BIN group behaviour, or time-period comparisons
- Define segmentation logic which merchants go into which cohort, what counts as an 'active' merchant, what defines a 'failed' transaction
- Develop and maintain a Metrics Dictionary: a living document that defines every metric Ops reports, including formula, data source, refresh frequency, and known limitations
- Validate data quality working with Engineering to identify data gaps, duplicate entries, or incorrect event tracking that affects report accuracy
- Support leadership sessions with ad-hoc analysis pulling specific data cuts to answer leadership questions that go beyond standard dashboards
- Work with GRC and Finance to ensure Ops metrics align with regulatory reporting requirements and financial reconciliation standards
Key Deliverables
- Metrics Dictionary: Complete documentation of every Ops KPI formula, source, owner, refresh rate
- Dashboard Review: Monthly review of all active Ops dashboards for accuracy and consistency
- Cohort Analysis: Quarterly cohort performance reports across merchant segments and markets
- Ad-hoc Analysis: Turnaround within 48 hours for leadership-requested data cuts
- Data Quality Report: Quarterly report on data quality issues affecting Ops reporting
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