Lead - Process Design & Improvement

Process Design & Optimization
Lead end-to-end process design engagements across fintech business units - including but not limited to payments operations, promotions & comms, customer onboarding, KYC/KYB/AML workflows, lending processing, fraud operations, tech operations and customer service
Conduct structured process diagnostics to identify root causes of inefficiencies, manual touchpoints, error-prone handoffs, and compliance control gaps
Design future-state workflows, SOPs, decision trees, and RACI frameworks tailored to fintech operating models - balancing speed, risk, and regulatory requirements
Identify and scope automation and AI-assisted workflow opportunities across high-volume, rule-based fintech processes; coordinate with product and engineering on implementation
Define process KPIs - such as processing time, straight-through processing rate, exception rate, and unit cost - and establish tracking mechanisms to measure improvement impact
Process Documentation & Compliance
Produce and maintain comprehensive, audit-ready process documentation including SOPs, process flow diagrams, work instructions, control checklists, and exception-handling guidelines
Ensure all process documentation adheres to relevant regulatory frameworks - including SBV guidelines, AML/CFT requirements, PCI-DSS standards, or other applicable financial services regulations
Establish documentation version control practices to ensure process artifacts remain current and traceable across operational and regulatory changes
Partner with compliance, risk, legal, and internal audit teams to ensure process designs embed adequate controls and satisfy regulatory examination requirements
Maintain a centralized, well-governed process library that serves as the single source of truth for operational procedures across relevant business units
Conduct periodic process reviews to ensure documentation and operational practices remain aligned with evolving business, product, and regulatory changes
Cross-functional Collaboration & Influence
Act as the primary process design partner for operations, product, technology, compliance, and risk teams - bridging business intent with operational execution
Facilitate structured discovery sessions, process walkthroughs, and design reviews with counterparts at all levels - from front-line operators to department heads
Translate complex fintech operational and regulatory requirements into clear, implementable process designs without formal authority over counterparts
Proactively identify cross-functional process risks, upstream/downstream dependencies, and systemic inefficiencies through active stakeholder engagement
Implementation & Adoption
Own the end-to-end rollout of process changes - from stakeholder alignment and documentation through training, communication, and post-implementation monitoring
Develop practical, audience-appropriate process materials: operational playbooks, job aids, onboarding guides, and governance frameworks
Track process adoption and operational health post-launch; surface issues early and iterate based on data and frontline feedback
Contribute to building a process excellence practice within the organization - including reusable frameworks, documentation standards, and improvement methodologies tailored to fintech operations