Optimize the Current State: Take direct ownership of critical business processes within the lending and customer journey. You will be the point person for how work flows from step A to step B.
Process Improvement: Apply best practices to identify root causes of bottlenecks, collect and synthesize new requirements and implement future-state solutions that drive operational excellence.
Risk & Controls: Own the health of your processes. You will design, test, and monitor controls to ensure we are consistently meeting potential regulatory requirements and internal standards.
KPI Management: Regularly evaluate process health through data. You won’t just report numbers; you’ll provide the "why" behind the trends and propose mitigation plans for senior leadership.
Root Cause Analysis: When a process fails or a customer experience dips, you are the lead investigator. You’ll dig into the data to find the underlying issue and ensure it doesn’t happen again.
Partner with Purpose: Work cross-functionally with Product, Engineering, Risk, and Operations teams to implement adoptable and scalable process changes.
Training & Documentation: Ensure our SOPs (Standard Operating Procedures) are living documents. You will lead the creation of training materials to ensure our frontline teams are set up for success.
Business Continuity: Manage and test business continuity plans for your assigned processes to ensure we are resilient in the face of disruption.

5+ years of experience in process management, risk management, or continuous improvement—ideally within a high-growth fintech or a sophisticated financial institution.
1+ years in a people management role, with a proven track record of coaching team members, delegating strategic tasks, and overseeing the full performance management cycle.
You have Lean Six Sigma (Green or Black Belt), Agile, or Business Process Management (BPM) certifications, you are comfortable leveraging visual management tools, and you have applied FMEA best practices in a scaling business.
You understand that in fintech, a fast process is only good if it's also compliant. You have experience managing process-level risk assessments.
You are comfortable using Looker, Tableau, or SQL to pull your own data and build your own dashboards to track process performance.
You can walk into a room full of varying audiences and convince them why a process change is necessary, using data and empathy to drive alignment.
You thrive in an environment that moves fast. You’re comfortable with "iterative improvement" and can pivot as our product evolves.

An award-winning culture with a collaborative & inclusive team.
Competitive pay and performance-based bonus.
Annual Base salary: $110,000
$130,000
Annual Bonus: 20%
Committed to flexible work arrangements, offering hybrid workplace options.
Comprehensive medical, dental and vision coverage + Lifestyle Account.
RRSP Matching and Parental Leave Top UP Program.
In office massage, meditation & workout sessions.
Virtual events such as Lunch & Learns, company parties, fun team activities and charity initiatives.
Career learning and development programs.

Manager, Process Optimization

Key skills