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Project Manager (Process Excellence)
Full-time
This Project Manager (Quality Assurance and Process Excellence) role strengthens operational quality, improves processes, and drives transformation initiatives across Operations (KYC, FinOps, Fraud, AML, Customer Service).
You'll design and scale QA methodologies, identify process and control gaps, and translate findings into practical improvements such as SOP updates, coaching plans, automation, AI-enabled tools, and operational dashboards.
Responsibilities
Design and refine QA frameworks, audit criteria, sampling methods, error taxonomies, and reporting templates.
Analyze QA results and operational data to identify recurring errors, process gaps, control weaknesses, and coaching needs.
Monitor metrics such as error rate, turnaround time, SLA adherence, rework, backlog, productivity, and first-pass yield.
Translate findings into process improvements, SOP changes, training inputs, workflow redesigns, or tool enhancements.
Identify opportunities to automate manual work or improve execution through AI-enabled solutions and dashboards.
Lead or support cross-functional Operations initiatives, structuring ambiguous problems into clear workplans.
Ensure QA methodologies and automation initiatives align with internal policies and regulatory requirements.
Requirements
Bachelor's degree in Business, Operations Management, Industrial Engineering, Information Systems, or related field.
3-5 years in quality assurance, operations, process improvement, project management, or automation.
Experience implementing process improvements, automation, AI-enabled tools, workflow redesign, or dashboards.
Strong analytical, problem-solving, project management, and stakeholder management skills.
Proficiency in tools such as Excel, Google Sheets, SQL, Power BI, Tableau, Looker, low-code/RPA tools, ChatGPT, Copilot, Gemini, or Claude.
Fintech, banking, payments, AML, fraud, KYC, FinOps, or customer service experience is a strong advantage.
