Business Process Manager

The opportunity

As a Business Process Manager at Shieldpay, you will play a pivotal role in leading process improvement initiatives, optimising workflows, and implementing solutions that contribute to operational excellence. You will also focus on driving positive customer outcomes and enhancing our risk profile and control framework.

What you’ll be doing

• Lead process improvement initiatives aimed at enhancing business efficiency, quality, and customer satisfaction. Manage the full lifecycle of process redesign and implementation to ensure seamless transitions and measurable improvements.
• Identify inefficiencies, bottlenecks, and areas for improvement within current processes, developing actionable strategies for optimisation across the organisation.
• Collaborate closely with departmental leaders to ensure business processes align with strategic objectives and contribute to overall operational effectiveness.
• Serve as the primary point of contact for all process improvement initiatives, working alongside teams in Operations, Sales, Legal, Tech, and Product to ensure alignment.
• Lead efforts to map the entire customer journey, identifying key touchpoints for improvement and leveraging CRM tools (e.g., HubSpot) to drive customer engagement and enhance outcomes.
• Oversee the optimisation of CRM processes, working with relevant teams to ensure the effective use of these systems for both operational efficiency and customer relationship management.
• Drive process improvements that enhance Shieldpay’s risk profile and strengthen its control framework, mitigating operational, financial, and compliance risks.
• Partner with risk management and compliance teams to ensure that process improvements align with regulatory requirements and reduce exposure to operational risk.
• Identify opportunities for process automation using tools such as Robotic Process Automation (RPA), AI-driven solutions, or other integrations to improve decision-making, forecasting, and operational efficiency.
• Lead the integration of new technologies and tools to streamline business operations and ensure scalability as the company grows.
• Use data analysis tools to track and measure the performance of business processes, identifying areas for continuous improvement.
• Prepare regular reports on process performance and present findings, recommendations, and impact assessments to senior leadership.
• Lead training initiatives to ensure employees are equipped with the knowledge and skills needed to adopt new processes and tools successfully.
• Drive change management efforts across the organisation, ensuring smooth adoption and continuous improvement through methodologies such as Lean, Six Sigma, or Agile.
• Foster a culture of continuous improvement by encouraging innovation, process refinement, and the use of proven methodologies to address evolving business needs.

What we're looking for in you

• Extensive experience in the financial services or payments industry, with a strong understanding of relevant regulations, customer expectations, and the need for process optimisation.
• Hands-on experience with HubSpot or similar CRM systems, including process development and optimisation to enhance customer relationship management.
• Expertise in process mapping and improvement methodologies such as Lean, Six Sigma, or Agile, with a demonstrated ability to lead cross-functional process improvements.
• Strong background in risk management processes, including the enhancement of control frameworks to mitigate financial, operational, and compliance risks.
• Familiarity with process automation tools (e.g., RPA) and AI-driven solutions to enhance decision-making and efficiency.
• Advanced data analysis skills using tools, with a proven ability to analyse trends, measure performance, and inform decision-making.
• Strong project management skills, with experience in managing multiple projects and prioritising tasks to deliver effective results.
• Exceptional written and verbal communication skills, with the ability to engage, influence, and collaborate with stakeholders at all levels of the organization.
• Attention to detail and a commitment to driving quality and accuracy in process management.

Our Promise: Shieldpay is an equal opportunities employer. For Shieldpay, building a fair and transparent workforce begins with the recruitment process that does not discriminate on the grounds of gender, sexual orientation, pregnancy or maternity, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability or age. We offer flexible working options, such as flexible hours and hybrid work, to support our employees' work-life balance.