JOB DESCRIPTION

About Chargeback Gurus:

Chargeback Gurus (CBG) is the leading automated AI-orchestrated chargeback management platform, helping merchants protect and recover more revenue. CBGs solutions are powered by sophisticated technologies, rich analytics, and deep industry expertise.

With real-time insights and flexible delivery models, CBG equips merchants with the tools and technology needed for effective chargeback prevention and recovery. CBG aligns 100% with client goals and operates with integrity, transparency, and an unprecedented level of security and compliance.

For more information, visit: www.chargebackgurus.com

Role Brief:

We are seeking a results-driven and forward-thinking Manager / Senior Manager Business Process Improvement (BPI) to lead transformation initiatives focused on process reengineering, automation, and operational excellence.

This role demands a dynamic individual with strong problem-solving skills, analytical rigor, and the ability to drive process improvement initiatives across diverse teams.

The ideal candidate will have a track record in business process improvement, operational strategy, project execution, solution design, and product/process alignment. The role requires someone who can think independently, identify improvement opportunities, and translate complex challenges into scalable, data-backed solutions.

Key Responsibilities:

1. Process Reengineering & Excellence:

- Lead and deliver large-scale process transformation initiatives using Lean Six Sigma, DMAIC, and Kaizen methodologies.

- Perform detailed as-is/to-be process mapping using BPM tools to model, simulate, and optimize process flows.

- Conduct time-motion studies, Activity-Based Costing (ABC), FMEA (Failure Mode and Effects Analysis), Value Stream Mapping, and Root Cause Analysis (RCA) to identify inefficiencies.

- Develop business cases for change initiatives, including cost-benefit analysis, effort estimates, and implementation roadmaps.

- Design Standard Operating Procedures (SOPs), RACI matrices, and governance models to ensure accountability and consistency across teams.

- Drive initiatives to reduce Average Handling Time (AHT), improve process accuracy, and optimize resource utilization.

- Standardize and document processes across global teams with a focus on compliance, scalability, and automation.

- Promote a culture of continuous improvement and operational excellence through regular audits, benchmarking, and feedback loops.

2. Automation & Efficiency Enablement:

- Identify automation opportunities across workflows using different tools, low-code platforms such as Power Automate and Appian, and custom APIs.

- Understand and work with Product, Engineering, and IT teams on automation architecture and integration strategies.

- Oversee the development of BRDs and FRDs, ensuring alignment with automation best practices and operational requirements.

- Deploy automation solutions with robust exception handling, real-time monitoring, and audit-trail maintenance.

- Track and report automation KPIs including cycle-time reduction, cost savings, efficiency gains, and error-rate improvements.

- Explore and recommend intelligent automation opportunities leveraging AI/ML, OCR, NLP, and predictive analytics.

3. Program & Project Leadership:

- Manage complex, cross-functional projects end-to-end from ideation through implementation.

- Define scope, develop project plans, allocate resources, mitigate risks, and track success against KPIs.

- Drive high-quality, on-time, and within-budget project delivery.

- Own transition frameworks for new client onboarding and project offboarding.

4. Data Analytics & Insights:

- Perform advanced analysis on operational metrics, win rates, bottlenecks, and cost structures.

- Design and manage real-time reporting dashboards using Power BI to support leadership decision-making.

- Translate analytical insights into actionable strategies that drive process enhancements and efficiency gains.

5. Research & Industry Intelligence:

- Conduct competitive benchmarking, market-trend analysis, and best-practices research.

- Participate in industry forums, webinars, and advisory groups to stay current on emerging practices and technologies.

- Provide thought leadership and strategic recommendations based on research insights.

6. Stakeholder & Change Management:

- Act as a strategic advisor and partner to leadership, presenting data-driven recommendations.

- Lead change-management efforts including stakeholder engagement, training initiatives, and communications.

- Visualize and articulate complex ideas and process designs effectively to diverse audiences.

7. Compliance, Risk & Audit Support:

- Ensure all BPI initiatives align with regulatory frameworks including GDPR, SOC, PCI, and organizational policies.

- Identify and proactively mitigate operational risks through control validation and process safeguards.

8. Performance Reporting & MIS Oversight:

- Work with MIS and Analytics teams to deliver accurate, insightful, and action-oriented reporting.

- Develop operational KPIs, dashboards, and trackers that measure and drive performance improvements.

- Ensure consistent P&V (Performance & Vulnerability) reporting for critical client engagements.

REQUIRED QUALIFICATIONS & EXPERIENCE:

- Bachelors degree in Business, Operations, Engineering, Computer Science, Analytics, or a related discipline.

- MBA preferred.

- 15+ years of experience in process improvement, operational strategy, transformation, or analytics roles.

- Six Sigma Black Belt, PMP, Agile, or RPA certifications preferred.

- Strong expertise in process modelling, automation enablement, and efficiency improvement.

- Proficiency with tools/platforms such as Jira, Confluence, Power BI, Tableau, UiPath, and related solutions.

- Advanced problem-solving capabilities with the ability to independently lead initiatives with minimal supervision.

- Excellent analytical, documentation, presentation, and communication skills.

Preferred Attributes:

- Experience working in fast-paced FinTech, SaaS, or B2B product-led organizations.

- Proven experience building scalable processes that drive operational excellence.

- Strong leadership presence with the ability to influence cross-functional and executive stakeholders.

- Familiarity with product lifecycle and Agile delivery best practices.

- Experience with continuous-improvement programs and digital-transformation initiatives.

- Ability to lead multiple large-scale initiatives with limited supervision.

This is a high-impact leadership role offering significant influence on enterprise operations. The role is ideal for professionals passionate about building systems that scale, driving transformation through data and design, and elevating operational standards.

KEY SKILLS / SEARCH TAGS:

Business Process Improvement (BPI), Business Process Reengineering (BPR), Operational Excellence, Process Transformation, Lean Six Sigma, Six Sigma Black Belt, DMAIC, Kaizen, Process Mapping, BPM, Value Stream Mapping, FMEA, Root Cause Analysis, RCA, SOP Development, RACI, Automation, RPA, UiPath, Power Automate, Appian, AI/ML Automation, OCR, NLP, Power BI, Tableau, Data Analytics, Project Management, PMP, Agile, Digital Transformation, Change Management, Process Governance, Cost Optimization, AHT Reduction, MIS, Operational Strategy, BRD, FRD, Stakeholder Management.

COMPLIANCE REQUIREMENTS:

ISMS Mandatory Training:

Ensuring compliance with ISMS requirements, including timely completion of all mandatory information-security training, is an essential part of this role.

PII Data Protection Clause Candidate Data Retention and Deletion:

In accordance with ISO/IEC 27001:2022, particularly Annex A 5.34 Privacy and Protection of PII, the organization ensures that all Personally Identifiable Information (PII) collected during the recruitment process is handled lawfully, securely, and in alignment with relevant privacy, legal, regulatory, and contractual obligations.

Candidate information including resumes, application forms, assessments, communication records, and any other identifiable data will be retained for a maximum of three (3) months from the date of submission or last activity.

After this retention period, if the candidate is not selected, all associated PII will be permanently deleted from organizational records using secure deletion methods appropriate to the storage medium.

The organization maintains dedicated policies and procedures for the preservation, privacy, and protection of PII, with defined roles and responsibilities to ensure proper handling throughout its lifecycle.

All processing of candidate PII is restricted to authorized personnel and aligned with data minimization, access control, and secure disposal requirements as required by ISO/IEC 27001:2022.