Data Analyst (Operations Intelligence & Strategy)

Tap Payments  

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