Operational & Process Improvement Manager

Why this role matters

Reporting directly to David, the purpose of Operational & Process Improvement (OPI) is to make our Client facing functions more efficient and more effective by designing and implementing structured, yet practical, improvements in process and operational control in partnership with the people managers of CS & CR.

This role is the business owner of strategic change initiatives that directly impact Customer Support efficiency, customer satisfaction, and retention. It oversees three critical functions: Operational Improvement and Process Engineering & Analytics (PENA). 

As the single point of ownership for business stakeholders, this leader ensures initiatives are identified, structured, delivered, and measured end-to-end. Success in this role requires a balance of strategic vision, operational expertise, and data-driven decision-making, alongside strong stakeholder management and the ability to lead cross-functional change at scale. For a more strategic understanding of the role, you may also refer to this. 

What you'll actually do

• Own and lead end-to-end delivery of strategic initiatives that enhance customer retention, satisfaction, and operational efficiency.
• Translate complex business challenges into actionable programs, balancing long-term strategic goals with day-to-day operational realities.
• Leverage a mix of personal analysis, input from Data Analysts, Lean Six Sigma methodology, and other experts to uncover problem areas and opportunities.
• Drive step-change improvements in Post-Issue Contact, Customer Retention, Customer Satisfaction, and Operational Efficiency outcomes.
• To classify, elaborate, and structure opportunities into clearly structured initiatives, scoping, identification of stakeholders and participating team/departments. 
• Conduct preliminary prioritisation and initial feasibility with key delivery stakeholders. 
• Business Requirements - Once classified into initiatives with initial scope and deliverables, conduct deeper analysis and solution design and ultimately determine clear business requirements, with understanding and calculation of business impact (whether driving key metrics or strategic). 
• Communicate with delivery partners, and ensure the suitability and completeness of the delivered solution meet the business requirements. 
• Work with implementation partners to ensure adoption of the desired change. Prototyping, experimentation or piloting may be required depending on release plans.
• Establish required metrics to evaluate the delivery of business impact. Ensure appropriate accuracy of data, creation of necessary dashboards, and post-delivery analysis to measure expected vs actual business impact for the burn-in period.

Who we’re looking for

• Six Sigma Certification or any related certifications are preferred. 
• 7+ years of professional experience in customer support operations, process improvement, data analytics background. 
• Proven track record of working high-scale product companies, ideally within fintech, trading platforms, or regulated digital services. 
• Experience building from scratch (frameworks, governance models, tools) rather than just maintaining existing systems.
• Advanced statistical analysis experience (Six Sigma Black Belt preferred).
• Expert-level proficiency in computation and automation in Python, R, Minitab, or a similar programming language.
• Strong experience with statistical quality control, process capability analysis, and process improvement methodologies.
• Familiarity with Tableau or similar visualization tools for operational dashboards.
• High accountability and ownership mindset.
• Independent and disciplined as the role requires autonomous functioning once given direction and is expected to execute independently and is fully accountable for the delivery of the targeted outcomes. These outcomes will be shared with operation counterparts to ensure successful delivery.

What we offer along the way

• Competitive salary and annual performance bonus
• Full relocation support for you and your family — flights, housing, visas, and legal assistance included
• Top-tier health insurance with full family coverage — medical, dental, vision, mental health — plus life insurance for peace of mind
• Unlimited learning opportunities: external courses, English lessons, career and leadership development
• Meal and transport allowance
• Holiday flight and accommodation coverage after 1 year of service
• Education allowance covering school and kindergarten fees
• 21 working days of annual leave, plus public holidays and fully paid sick, maternity, and paternity leave
• Employee appreciation program: branded gifts, birthday day-offs, celebration budgets for weddings, newborns, and milestones
• “Get to know Team” trips — meet colleagues across our global hubs, along with company-wide offsites that raise the bar
• Employee share scheme — grow with us

What your journey looks like

1. Interview with TA (30 minutes)
2. Test Task (2 days)
3. Final Interview with the interview panel (1 hour)

Please use your exness work email for internal applications and ensure to disclose any existing Conflict of Interest you may have.