Business Process Improvement Manager

We are hiring an onsite Business Process Improvement (BPI) Manager reporting to

Merchant Operations. The role is embedded in BAU (business-as-usual) and focuses on

challenging the status quo, simplifying how work gets done, and delivering measurable,

sustained results. You will own initiatives end-to-end, from discovery and diagnosis through

piloting, rollout, benefits tracking, follow-ups, and ongoing fine-tuning, ensuring

improvements are adopted and sustained within Merchant Operations.

Key Responsibilities:

Understand BAU and Establish Baselines

• Immerse onsite with Merchant Operations to understand demand patterns, constraints, seasonality, and pain points.
• Shadow frontline teams and observe workflows across the end-to-end merchant lifecycle (e.g., onboarding, activation, support, settlements, disputes/chargebacks).
• Document current-state processes, handoffs, and controls at the right level of detail.
• Quantify baselines and define targets for each initiative (e.g., cycle time, error rate, backlog, cost per case, SLA adherence, satisfaction).
• Maintain a transparent improvement backlog prioritized by impact, effort, and risk.

Design Practical Improvements

• Co-design future-state processes with BAU owners that are simple, feasible, compliant, and resilient.
• Produce concise cases for change with expected benefits, risks, dependencies, and required effort.
• Define pilot plans with entry/exit criteria, ownership, and measurement methods.

Pilot, Implement, and Operationalize

• Run time-boxed pilots onsite with daily stand-ups and rapid feedback loops.
• Deliver rollout plans including communications, training, SOP/checklist updates,and handover to BAU owners.
• Embed controls (spot checks, error-proofing, exception paths, visual management) to stabilize new processes.

Track, Follow Up, and Sustain

• Maintain a simple dashboard/report pack showing baseline, target, trend, and variance for each metric.
• Conduct regular onsite reviews with process owners to assess performance and
• remove blockers.
• Validate realized benefits and update a benefits register; document decisions, risks, and mitigations.

Continuous Improvement (Fine-Tune and Iterate)

• Monitor post-implementation performance; identify drift and new bottlenecks.
• Run inspect-and-adapt cycles to refine steps, staffing, handoffs, and controls as needed.
• Capture lessons learned and update SOPs, playbooks, and training to reflect the best-known way.

Operations Support (As Needed)

• Provide hands-on support to operations during peaks, incidents, or transitions to stabilize performance.
• Assist with schedule balancing, queue management, and quick containment actions while maintaining improvement momentum.
• Serve as a liaison between operations and enabling teams to resolve issues quickly.

Stakeholder Alignment and Change Facilitation

• Facilitate workshops and decision forums to align goals, constraints, and responsibilities.
• Communicate progress and risks clearly to frontline teams, managers, and executives.
• Build buy-in by engaging early, sharing evidence, and celebrating wins.

Required Skills & Qualifications:

Must-Have:

• Experience leading or contributing to process improvement initiatives with measurable outcomes.
• Comfortable working onsite with frontline teams and supporting operations during peaks or incidents.
• Strong communication and facilitation skills across levels and functions.
• Ability to use basic data (e.g., spreadsheets/exports) to set baselines and track results; build simple dashboards/control charts.
• Proficient at documenting processes, drafting SOPs/checklists, and creating simple dashboards/reports.

Nice-to-Have:

• Respectfully challenges assumptions; curious, pragmatic, and action oriented.
• Organized and dependable with strong follow-through and attention to detail.
• Calm under pressure; balances short-term operational needs with long-term improvement goals.