Operational Excellence Analyst – Remote-First

Help shape operational excellence and performance management in a fast-growing European payments company. Work on initiatives that improve service quality, resilience and collaboration across EPI, its members and vendors. Grow your experience in a multicultural, remote-first environment with exposure to senior stakeholders and board-level reporting.

Support the implementation and maintenance of an operational performance framework, including clear KPIs, reporting mechanisms and service-level objectives. Track EPI, member and vendor performance and resilience data, identifying risks, deviations and opportunities for improvement. Prepare clear materials for regular service reviews, quarterly Member Advisory Group meetings, board reporting and other internal or external stakeholders. Lead documentary reviews by inventorying existing documentation and processes, supporting teams in closing gaps, and reorganising the document library. Follow up on internal audits and improvement initiatives, coordinating action items, monitoring deadlines and reporting progress. Support escalations by gathering the relevant information and helping stakeholders identify practical resolution options. Strengthen collaboration across the Operations department, EPI organisation and EPI’s members to support high performance and goal achievement.

Primary: Microsoft Office or Google Workspace, especially spreadsheets and presentation tools Confluence, Jira or similar documentation and project-tracking tools KPI dashboards, service reporting and data visualisation tools Secondary: Service management and quality frameworks, such as SLA/SLO practices, CMMI, Kanban or similar Knowledge of documentation repositories, process-mapping tools and operational risk tracking

Must have At least 2 years of experience in project management, service delivery, operations, consulting or a related field. Bachelor’s degree or equivalent professional experience; a project management certification is a plus. Fluent in English (CEFR C1 or C2); French, German, Dutch or another European language is a plus. Ability to work remotely with a high degree of autonomy, while collaborating effectively in a multicultural environment. Experience tracking KPIs, performance, action plans or project progress and turning findings into clear reporting. Strong communication and presentation skills, with the ability to prepare concise materials for senior internal and external stakeholders. Highly organised approach to project follow-up, documentation and process improvement, with the persistence to coordinate actions through to completion. Nice to have Familiarity with service-level or quality-improvement frameworks such as SLA/SLO, CMMI, Kanban or similar. Interest in fintech and payments, including awareness of regulatory and compliance topics such as DORA and PSD2.

Remote-first culture with quarterly and annual all-staff in-person meetups. Possibility to work from another EU country for up to 3 months per year. Competitive compensation package , including salary, performance-based bonus and a high-quality benefits programme. The opportunity to be part of a multicultural European company. Learning and development budget: €5,000 training budget per year.

In today’s digital Europe, payments still feel too complicated. The European Payments Initiative is changing that with Wero, a proudly European digital wallet that makes payments easier, clearer and more secure. Join us in building a new, proudly European payment system.

You’ll join the Operations team, which covers operational excellence, monitoring and customer support, member quality assurance, and fraud and security operations. You’ll report directly to the Head of Operational Excellence and collaborate with teams across EPI and its members.