Data Analyst - Operations

The Operations department at Bitvavo plays a vital role in ensuring seamless processes across key areas, including Onboarding (KYC), Corporate Onboarding (CDD), Quality Assurance, and a range of Support functions such as Fraud, Technical Support, and Complaint Management. It also includes specialised teams like Retail and Professional Support, as well as the Payment & Wallet team, which oversees treasury operations.

What is the role about?
As a Data Specialist in the Operations department, you will leverage your expertise to gather, analyse, and interpret data to optimize operational processes. Your work will involve monitoring key performance indicators (KPIs), providing actionable insights, and driving strategic decisions that enhance efficiency and improve performance across the department.

How will you make an impact?

• Develop and automate reporting: Create and maintain automated reporting for tracking and reporting KPIs and workload metrics across all Operations teams, ensuring real-time visibility and accuracy
• Create and automate management reporting for department leadership and Senior Management
• Build dashboards to create real-time insights on the daily performance of the operational teams

• Collect and analyze data from diverse operational tools and platforms, such as Zendesk
• Collaborate with the Workforce Manager to optimise staffing and workload forecasting
• Partner with the Business Process & Change Manager to derive insights from operational data and implement process improvements
• Identify trends, inefficiencies, and opportunities for process optimisation
• Ensure the integrity and security of data across all systems

How will you be successful?

• At least 2 years of relevant work experience. Experience in a crypto exchange or fast-paced fintech environment is highly desirable
• Proficient analytical skills with expertise in SQL, Snowflake, Excel, and data visualisation tools (e.g., Looker)
• Meticulous attention to detail and strong problem-solving capabilities
• Ability to communicate technical insights clearly to non-technical stakeholders