Senior Specialist/Lead - Process Design & Improvement

This person is a hands-on technology enabler embedded within fintech operations — responsible for identifying process inefficiencies, designing practical regulatory-compliant processes and policies, and translating daily operational requirements into automation, AI-assisted workflows, and tech-powered solutions that meaningfully improve how operations run. This role is execution-focused: developing process map, analyzing process for inefficiencies, proposing measurable process improvements, scoping automation opportunities, ensuring processes are built to satisfy compliance and risk requirements, and working closely with product and engineering to bring solutions to life. The ideal candidate is operationally grounded, compliance-aware, technically curious, and motivated by seeing how the proposed improvements delivered and measured for business impact - not just designed.

Mô tả công việc

Technology-Led Process Improvement

• Analyze operational workflows across fintech business units to identify inefficiencies by questioning every requirements, deleting redundancies, optimizing every process step and the whole process cycle, identifying automation, AI, and technology substitution opportunities - with guidance on prioritization from senior lead/manager.
• Participate in and contribute to the redesign of target workflows using a technology-first approach - mapping future-state operating models that replace or augment manual steps with automation and smart tooling
• Translate operational requirements into structured inputs for technology build - including decision logic, data flows, trigger conditions, exception paths, and basic integration requirements
• Support the evaluation and adoption of automation tools - RPA platforms, workflow automation tools, low-code solutions, and AI-assisted workflow platforms
• Help maintain and grow a pipeline of process improvement opportunities by collecting feedbacks from relevant stakeholders, staying engaged with operational teams and surfacing new use cases

Regulatory-Compliant Process & Policy Design

• Translate applicable regulatory requirements — including AML/CFT, PCI-DSS, SBV circulars, data privacy regulations, applicable laws, and internal risk policies - into concrete process and policy designs that embed compliance as a built-in feature, not an afterthought
• Design operational processes and supporting policies that satisfy regulatory control requirements while remaining practical, efficient, and automation-ready
• Work with compliance, risk, and legal teams to interpret new or updated regulations and assess their impact on existing processes - proposing redesigns where current workflows fall short of requirements
• Ensure that automated and AI-assisted workflows are designed with adequate controls, audit trails, and human-in-the-loop checkpoints where regulatory or risk requirements demand human judgment
• Support periodic process reviews triggered by regulatory changes, audit findings, or internal policy updates - identifying gaps and driving timely remediation through process and technology adjustments
• Contribute to policy documentation that clearly articulates the intent, scope, controls, and accountabilities of key operational processes - written for both operational teams and regulatory audiences

Cross-functional Collaboration

• Work closely with business operations, product, technology, compliance, and risk counterparts on active process-technology initiatives - acting as a reliable, structured, and communicative delivery partner
• Participate in solution design sessions, process walkthroughs, and stakeholder alignment meetings - contributing operational insight and structured thinking
• Identify and flag cross-functional dependencies, data gaps, compliance risks, and integration issues as they arise during delivery
• Build credibility with counterparts across departments through consistent delivery, clear communication, and genuine operational curiosity

Operational Adoption & Impact Tracking

• Design quality/performance measurement frameworks for newly designed or automated processes - defining the right KPIs, measurement logic, data sources, and reporting cadence before go-live, not after
• Establish baseline metrics prior to process changes - capturing current-state cycle time, error rate, manual effort, and exception volume to enable meaningful before-and-after comparison
• Build or configure dashboards and tracking mechanisms in collaboration with data and tech teams to make process performance visible and actionable for operational owners

Yêu cầu công việc

• Minimum 3 years of experience in operations, process improvement, business analysis, or a technology-adjacent role, with some hands-on involvement in automation, AI-assisted workflows, or tech-enabled process improvements - even in an academic, internship, or project capacity
• Basic familiarity with at least one automation or AI platform - RPA, workflow automation, low-code tools, or agentic AI solutions
• Ability to structure operational requirements into clear inputs for technology teams - decision trees, data flows, exception scenarios, and basic integration logic
• Exposure to regulatory-compliant process or policy design - understanding how regulations translate into operational controls, process requirements, and policy frameworks
• Working knowledge or strong interest in fintech operational domains - product development, marketing, payment processing, customer onboarding, KYC/AML, fraud, or digital wallet operations
• Awareness of fintech regulatory context - AML/CFT, PCI-DSS, SBV regulations, data privacy - and how compliance requirements shape process, policy, and system design
• Comfortable collaborating with product managers, engineers, compliance, and risk teams - able to navigate both technical and regulatory conversations meaningfully
• Solid analytical and problem-solving skills - able to break down complex workflows and identify where technology and policy design intersect
• Clear and structured communicator - able to document requirements, present findings, and engage confidently with cross-functional peers
• Proactive, detail-oriented, and eager to learn - able to manage assigned tasks independently and flag risks early
• Bachelor's degree in Business, Industrial Engineering, Information Systems, Computer Science, Finance, or a related field