Process Improvement Associate

What you'll do

We are looking for a highly skilled and detail-oriented Process Improvement Sub‑lead to diagnose process issues across Operations (KYC, FinOps, Fraud, AML, Customer Service), redesign workflows, and drive adoption.

You’ll run small pilots, measure results (e.g., turnaround time, first‑pass yield, error rate, cost per case), and roll out what works. You will work with Product/Tech to adjust forms, fields, and automations, and with Compliance to ensure changes meet rules such as AFASA, AMLA/IRR, and BSP/AMLC/NPC requirements.

Process Analysis and Evaluation

• Analyze existing operational processes to identify inefficiencies, bottlenecks, and areas for improvement within Operations team: Know Your Customer, FinOps, Fraud/AML, Customer Service, Quality Assurance.
• Conduct root cause analyses and develop actionable recommendations for process optimization.
• Benchmark performance metrics against industry standards to assess operational effectiveness.

Process Redesign and Improvement

• Develop, implement, and monitor process improvement initiatives to enhance efficiency, accuracy, and scalability.
• Work closely with Operations, Product and Risk and Compliances teams to design workflows that align with business objectives.
• Utilize Lean, Six Sigma, or other continuous improvement methodologies to ensure sustainable results.
• Stakeholder Collaboration
• Engage with cross-functional teams to gather insights and ensure alignment on process improvement goals.
• Act as a liaison between Operations, Product and Risk and Compliance to address process pain points.
• Facilitate workshops, brainstorming sessions, and training to foster a culture of continuous improvement.

Data-Driven Decision Making

• Leverage data analytics to track performance and monitor the impact of implemented changes.
• Develop dashboards and reports to communicate findings and improvement progress to stakeholders and leadership.
• Identify trends and emerging risks, providing proactive solutions to mitigate operational challenges.
• Compliance and Risk Management.
• Ensure processes adhere to regulatory requirements and industry standards in the FinTech space.
• Partner with risk and compliance teams to identify and mitigate potential risks during process redesign

Requirements

• Bachelor's degree in Business, Operations Management, or a related field
• Advanced degrees or certifications (e.g. Six Sigma, PMP) is a plus
• 3-5 years of experience in process improvement, operations management, or a similar role, preferably within the FinTech, banking, or technology sectors.
• Strong knowledge of process improvement methodologies (e.g., Lean, Six Sigma, Kaizen).
• Proficient in process mapping tools (e.g., Visio, Lucidchart) and data analytics tools (e.g., Tableau, Power BI, Excel).
• Familiarity with regulatory and compliance requirements in the FinTech or financial services industry.
• Excellent analytical, problem-solving, and organizational skills.
• Strong communication and interpersonal skills, with the ability to influence stakeholders at all levels.
• Ability to work in a fast-paced, high-growth environment with competing priorities.