Digital Process Excellence Lead

The Digital Process Excellence Lead is responsible for identifying, analyzing, and optimizing all operational processes within the Digital Payments domain, from initiation to closure. This role focuses on driving efficiency, reducing friction, enhancing quality, ensuring compliance, and continuous improvement across payment disbursements, collections, reconciliation, and issue resolution. The objective is to establish best practices, improve key performance indicators (KPIs), and contribute to a seamless, secure, and highly efficient digital payment experience for Home Credit's customers and partners.

What You Will Do

• Process Analysis & Optimization
• Map, document, and analyze current-state digital payment processes across all channels (in-store, online, mobile, etc.), including loan disbursements and collections.
• Identify bottlenecks, inefficiencies, control gaps, and areas for automation or improvement within existing payment workflows.
• Design and implement optimized future-state processes, leveraging best practices, technology, and lean principles to enhance speed, accuracy, and scalability.
• Develop and maintain a comprehensive library of process documentation, including standard operating procedures (SOPs), process flows, and training materials.
• Collaborate closely with Product Managers, Project Managers, Data Analysts, and Risk/Compliance teams to integrate process improvements with product development and risk mitigation strategies.
• Conduct root cause analysis for process failures or deviations and implement corrective and preventive actions.
• Performance Monitoring & KPI Management
• Define, monitor, and report on key process performance indicators (KPIs) for all digital payment operations (e.g., transaction success rates, processing times, error rates, reconciliation accuracy, dispute resolution times).
• Utilize data and analytics to identify trends, pinpoint areas for improvement, and measure the impact of implemented process changes.
• Establish dashboards and reporting mechanisms to provide transparent visibility into process performance to relevant stakeholders.
• Initiate continuous improvement projects for Digital Payments based on KPI analysis and business needs.
• Project Leadership & Implementation
• Lead and manage process improvement projects from ideation and business case creation to implementation and post-launch evaluation.
• Work with relevant stakeholders (e.g., Product, Tech, Operations, Finance) to complete project charters outlining scope, goals, deliverables, required resources, budget, and timing for process initiatives.
• Clearly communicate expectations to project team members and stakeholders.
• Resolve any issues and solve problems throughout the project lifecycle.
• Ensure effective management of project scope by documenting and obtaining approval for any changes.
• Develop tools and best practices for process management and execution within the Digital Payments domain.
• Operational Support & BAU Management
• Provide ongoing operational support and guidance to teams involved in day-to-day digital payment activities (e.g., back-office operations, customer service related to payments).
• Manage relationships with in-house and third-party partners regarding operational processes, ensuring adherence to agreed-upon procedures and service level agreements (SLAs).
• Troubleshoot operational issues and concerns related to digital payments and ensure timely resolution.
• Propose improvement areas and iterations for existing digital payment products and operational flows based on day-to-day observations and feedback.
• Compliance & Risk Mitigation
• Ensure all digital payment processes are designed and executed in compliance with internal policies, regulatory requirements (e.g., BSP, AMLC), and industry best practices.
• Work closely with Risk and Compliance teams to embed robust controls within processes to mitigate fraud, operational, and financial risks.
• Support audit requirements by providing accurate process documentation and demonstrating control effectiveness.
  
  

What You Should Have

• Minimum 5+ years of experience in process improvement, operational excellence, or business analysis roles, preferably within financial services or fintech.
• Proven experience in process mapping, analysis, and re-engineering using methodologies like Lean, Six Sigma, or similar.
• Solid understanding of digital payment flows, reconciliation processes, and operational challenges in a high-volume environment.
• Familiarity with project management tools and methodologies.
• Experience with process automation tools or robotics process automation (RPA) is a strong plus.
• Understanding of regulatory and compliance requirements relevant to digital payments in the Philippines
  
  

What Can Set You Apart

• Certifications in Lean, Six Sigma (Green Belt or Black Belt), or Business Process Management (BPM).
• Product management experience related to operational tools or platforms.
• Experience with data analysis tools (e.g., SQL, Excel, Power BI) for process performance monitoring.
  
  

What You Will Enjoy

• Permanent dayshift schedule
• Up to 20% variable performance-based bonus
• HMO on Day 1 / HMO with dependents
• Access to mental health coverage and wellness partners
• Wellness Leave and Birthday Leave benefits
• Internal Career mobility
• Opportunity to work and train in our international offices
  
  

Empower Filipinos with innovative financial solutions at Home Credit Philippines. Click Apply Now and join a company where there are #NoSmallRoles and everyone is important.

At Home Credit Philippines, we believe that everyone has something special to offer. Our motto "No Small Roles, Everyone is Important" is at the heart of everything we do. We think diversity makes our company better and every single job and person here plays a big part in our success.

We’re all about creating a welcoming place where everyone feels valued for who they are. This means we make sure that everyone, no matter their background or what they look like, gets a fair chance at jobs, training, and promotions.

When it comes to hiring, everyone gets a fair look. It doesn’t matter where you’re from, what you believe, who you love, whether you have a disability, or any other or any other condition protected under Philippine laws. If you meet the job requirements, you have a chance to get the job.

Come join us at Home Credit, where diversity fuels our innovation. Here, there are #NoSmallRoles and #EveryoneisImportant.