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PayJoy is a Public Benefit Corporation providing secured credit solutions to underserved customers in emerging markets. This Merchant Operations Analyst role is central to ensuring operational continuity, field sales force control (retail promoter network), and financial health of assigned projects.
You will serve as the operational liaison between external agencies, promoters, and the commercial team, ensuring correct incentive disbursement, operational risk/fraud prevention, and rapid daily incident resolution.
Key Responsibilities:
**Field Operations & Control (~50% of workload):**
- Manage access administration and security: process onboarding credentials and immediate terminations to mitigate fraud and unauthorized access
- Lead operational follow-up sessions with promoter agencies and supervisors; document and track agreements and meeting minutes
- Coordinate equipment logistics: manage terminal/equipment collection, returns to stores, and inventory sweeps in internal systems
**Operational Finance & Reconciliation (~17% of workload):**
- Prepare daily and weekly sales reconciliation reports; reconcile electronic wallet transactions
- Consolidate sales amounts, promoter onboarding data, and process commission payments via dispersal platforms
- Validate preliminary payroll against field attendance reports; request, review, and archive agency invoices
- Process down-payment refunds and resolve promoter inquiries regarding payment schemes and settlements
**Commercial Support & Commission Management (~20% of workload):**
- Monitor and validate incentive and commission schemes daily, weekly, and monthly
- Participate in periodic commercial sessions to review placement targets, compatible equipment catalog, and promotional material needs
**Human Capital & Headcount Management (~13% of workload):**
- Validate promoter backgrounds to prevent hiring of profiles with fraud history, outstanding debts, or conflictive departures
- Maintain current database of onboarding, terminations, absences, and personnel movements across agencies
**Customer Experience & Incident Resolution (~11% of workload):**
- Monitor and respond immediately to field incident chats from promoters and Soriana Retail stores
- Identify systemic, operational, or administrative failure patterns and escalate to national level
You will interact internally with Commercial, Finance/Treasury, Human Capital, Customer Experience, IT/Systems, KAMs, and Go-to-Market teams. External interactions include personnel/promoter agencies and zone supervisors.
**Requirements:**
- Education: Incomplete or completed bachelor's degree in Administration, Industrial Engineering, Finance, Actuarial Science, or related fields
- Experience: Minimum 1–2 years in commercial operations roles, retail promoter coordination, operational reconciliation, or agency control
- Technical Skills: Intermediate to advanced spreadsheet proficiency (Google Sheets/Excel) including pivot tables, lookup formulas, and database cross-referencing; quantitative analysis and reconciliation capability; proficiency with internal administrative tools, Drive, and payment/dispersal platforms
- Soft Skills: Meticulous attention to detail and operational rigor (critical for fraud prevention and accurate commission calculation); sense of urgency and problem-solving agility for real-time retail incident resolution; clear communication and negotiation ability with vendors, agencies, and field staff; strong organization and multitasking capability
**Key Success Indicators:**
- Timely and accurate commission and e-wallet disbursements
- On-time daily reconciliation reports and weekly terminal reconciliation
- 100% access terminations blocked in system within hours of notification
- Incident response or escalation within 15–30 minutes during store hours
- Complete accuracy between physical store headcount, agency reports, and commission roster
