Project Manager – Process Excellence & QA

About the role

We are seeking a highly skilled Project Manager to lead Quality Assurance and Process Excellence initiatives across our Operations functions, including KYC, FinOps, Fraud, AML, and Customer Service. The role will design and scale QA methodologies, identify gaps, and translate findings into practical improvements such as SOP updates, coaching plans, automation, AI‑enabled tools, and operational dashboards.

Key responsibilities

• Design and refine QA frameworks, audit criteria, sampling methods, error taxonomies, and reporting templates.
• Analyze QA results and operational data to pinpoint recurring errors, process gaps, control weaknesses, and coaching needs.
• Monitor key 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 and scope automation or AI use cases, support testing, rollout, and adoption of solutions.
• Lead cross‑functional initiatives, structure ambiguous problems into clear workplans, and manage timelines, owners, and success metrics.
• Ensure compliance with internal policies and regulatory requirements, partnering with Risk and Compliance teams.

Required profile

• Bachelor’s degree in Business, Operations Management, Industrial Engineering or a related field.
• Proven ability to quickly understand new operational contexts and structure ambiguous problems.
• Strong stakeholder management skills across Product, Tech, Data, Risk, Compliance, and Operations.
• Experience driving initiatives from diagnosis through implementation and post‑launch monitoring.

Required skills

• AI‑enabled tools
• Automation platforms
• Operational dashboards