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 việcTechnology-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 casesRegulatory-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 curiosityOperational 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 ownersYêu cầu công việcMinimum 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 capacityBasic familiarity with at least one automation or AI platform - RPA, workflow automation, low-code tools, or agentic AI solutionsAbility to structure operational requirements into clear inputs for technology teams - decision trees, data flows, exception scenarios, and basic integration logicExposure to regulatory-compliant process or policy design - understanding how regulations translate into operational controls, process requirements, and policy frameworksWorking knowledge or strong interest in fintech operational domains -product development, marketing, payment processing, customer onboarding, KYC/AML, fraud, or digital wallet operationsAwareness of fintech regulatory context - AML/CFT, PCI-DSS, SBV regulations, data privacy - and how compliance requirements shape process, policy, and system designComfortable collaborating with product managers, engineers, compliance, and risk teams - able to navigate both technical and regulatory conversations meaningfullySolid analytical and problem-solving skills - able to break down complex workflows and identify where technology and policy design intersectClear and structured communicator -able to document requirements, present findings, and engage confidently with cross-functional peersProactive, detail-oriented, and eager to learn - able to manage assigned tasks independently and flag risks earlyBachelor's degree in Business, Industrial Engineering, Information Systems, Computer Science, Finance, or a related field