Description:
As a Principal Associate Process Manager, you will own the end-to-end design and health of our Financial Crime processes, spanning Transaction and Application Fraud, Disputes, AML, and Authorisations. You will be responsible for defining process strategy, developing robust oversight, and driving continuous improvement across the Financial Crime portfolio. This is a highly collaborative role where you will lead complex problem-solving initiatives to eliminate operational inefficiencies, balancing commercial and regulatory requirements to deliver exceptional outcomes for both our customers and our operations teams.
What you'll do
- Process Design & Optimisation: Own and critically challenge process scope, design, and management; define success measures and dynamically monitor Key Results and Critical to Quality metrics.
- Risk & Control Ownership: Take accountability for the risk and control environment, ensuring regulatory requirements are robustly applied, mitigated, and governed.
- Continuous Improvement: Apply structured, data-driven methodologies to solve complex problems, lead large-scale transformations, and continuously develop and share process improvement tools to uplift process capabilities within the wider team.
- Issue Management & Governance: Establish strong governance practices to oversee process health, ruthlessly prioritise improvements, and lead root-cause analysis to resolve operational breakdowns.
- Stakeholder & Operational Influence: Collaborate closely with strategy and servicing teams to deliver the roadmap, while influencing business changes that impact your process..
The Skills And Experience You Need
- Process Management Expertise: Proven experience in process management within a regulated industry, with a Lean Six Sigma certification being highly desirable.
- Risk & Control Management: Prior experience identifying operational risks and managing mitigations through the implementation of robust internal controls.
- Structured Problem Solving: A track record of using data-driven process management techniques to define problems, implement solutions, and manage large-scale transformation projects.
- Cross-Functional Collaboration: Exceptional stakeholder management skills with the ability to influence business decisions, manage change, and work collaboratively across diverse teams.
- Operational Insight & Attention to Detail: A detail-oriented mindset with the ability to master complex systems, ideally complemented by experience working within a contact centre environment.