Process & Performance Improvement Director

Job Purpose

Reporting to the Processing COO, the Director – Process & Performance Improvement will lead Modupay Processing's operational excellence agenda, driving measurable improvements in performance, efficiency, service quality, scalability and customer experienceacross the Processing organization.

The role will be responsible for identifying performance gaps and operational inefficiencies, redesigning end-to-end processes, establishing effective performance management mechanisms, and accelerating the adoption of automation, AI, analytics, and digital solutionsto improve how Processing operates.

This role is expected to act as a catalyst for continuous improvement and operational transformation, helping Modupay build a scalable, resilient and best-in-class payments processing operation.

Key Responsibilities

1. Process Excellence & Optimization

• Own the Process Excellence framework across the Processing organization.
• Map, assess and optimize critical end-to-end business and operational processes across the customer and transaction lifecycle.
• Identify process gaps, bottlenecks, duplication, manual activities and unnecessary complexity.
• Lead Business Process Re-engineering (BPR) initiatives to simplify and standardize processes.
• Establish clear process ownership, controls, SLAs, KPIs and escalation mechanisms.
• Drive standardization of processes across customers, products and operational teams wherever applicable.
• Ensure processes are designed for scalability, resilience, efficiency and customer experience.

2. Performance Management & Operational Governance

• Establish and continuously enhance the Processing Performance Management framework.
• Define, govern and monitor key operational KPIs and performance indicators.
• Develop executive-level dashboards providing clear visibility of operational health, trends, risks and improvement opportunities.
• Track performance against targets including, but not limited to:

Processor availability / uptime / SLA adherence / Incident performance / Customer support performance / Project / CR delivery / Operational productivity / Transaction processing performance / ATM performance / Customer satisfaction / Automation and efficiency gains

• Identify performance deviations and ensure that corrective actions are defined, tracked and closed.
• Establish a structured continuous improvement cycle based on data and operational insights.

3. Automation, AI & Digital Transformation

• Lead the identification and prioritization of automation and AI opportunities across Processing.
• Build a structured pipeline of automation initiatives based on business value, feasibility, risk and expected ROI.
• Challenge existing manual processes and identify opportunities for:

1. Workflow automation / RPA / AI-assisted operations / Predictive analytics / Intelligent monitoring / Automated reporting / Automated reconciliation and validation / Incident detection and prevention

• Partner with Technology and relevant stakeholders to convert opportunities into scalable solutions.
• Measure and report the realized benefits of automation initiatives, including cost reduction, productivity, quality and turnaround-time improvements.

4. Operational Efficiency & Productivity

• Analyze workforce and operational capacity against business volumes and growth projections.
• Identify opportunities to improve productivity, utilization and operating-model efficiency.
• Develop data-driven recommendations for organizational, process and workflow improvements.
• Support capacity planning and scalability assessments for future business growth.
• Establish productivity benchmarks and performance standards across relevant operational functions.

5. Continuous Improvement & Transformation

• Build a culture of continuous improvement across the Processing organization.
• Establish structured methodologies for identifying, prioritizing and delivering improvement initiatives.
• Lead cross-functional improvement programs involving multiple Processing functions.
• Introduce appropriate methodologies such as Lean, Six Sigma, Kaizen, Agile or equivalent continuous-improvement practices.
• Ensure improvement initiatives have clear business cases, owners, timelines, KPIs and measurable outcomes.
• Maintain an enterprise-level Process & Performance Improvement roadmap aligned with Processing's strategic priorities.

6. Root Cause Analysis & Problem Management

• Drive structured analysis of recurring operational issues and performance gaps.
• Ensure major incidents, recurring SLA breaches and operational failures result in meaningful Root Cause Analysis (RCA) and preventive actions.
• Identify systemic issues rather than treating symptoms.
• Track corrective and preventive actions through sustainable closure.
• Establish mechanisms to identify emerging operational risks before they become customer-impacting issues.

7. Customer Experience & Service Excellence

• Use operational data and customer feedback to identify opportunities to improve the customer journey and service experience.
• Partner with Customer Service, TAM, Support and Implementation teams to identify recurring customer pain points.
• Drive improvements in response times, resolution times, service quality and operational transparency.
• Ensure operational processes support Modupay's ambition to become a trusted technical and operational partner to its customers.

8. Process Governance, Documentation & Controls

• Establish governance standards for critical Processing processes.
• Ensure key processes are documented, standardized and regularly reviewed.
• Define process owners, RACI models, controls, KPIs and SLAs.
• Identify process-related operational risks and work with relevant stakeholders to mitigate them.
• Ensure process improvements remain compliant with applicable card-scheme, regulatory, security and internal governance requirements.

9. Strategic Initiatives

• Act as a strategic advisor to the COO and Processing leadership team on operational efficiency and performance.
• Translate business strategy and growth plans into operational improvement priorities.
• Support major organizational and operating-model transformation initiatives.
• Prepare business cases, executive presentations and recommendations for senior management.
• Lead or sponsor strategic cross-functional initiatives that materially improve Processing performance.

Key Deliverables

The role will be expected to establish and continuously improve:

• Processing Performance Management Framework
• Executive Operations Performance Dashboard
• End-to-End Process Architecture / Process Catalogue
• Process ownership and governance framework
• Continuous Improvement Roadmap
• Automation & AI Opportunity Pipeline
• Operational productivity and efficiency framework
• Root Cause Analysis / Problem Management framework
• Process maturity assessment
• Benefits realization and improvement tracking mechanism

Required Experience

• 10+ years of relevant experience, with significant experience in Operations, Process Excellence, Business Transformation, Performance Management or Operational Excellence.
• Proven leadership experience in a large-scale, technology-driven and transaction-intensive environment.
• Strong preference for experience in:
• Payments / Card Processing
• Banking / Fintech
• Financial Services
• Telecom
• Digital platforms
• Technology operations
• Transaction processing environments
• Demonstrated experience leading large-scale process transformation and continuous-improvement programs.
• Experience building performance-management frameworks and executive dashboards.
• Strong experience identifying and delivering automation and digital transformation opportunities.
• Experience managing complex cross-functional initiatives involving Technology and Business teams.
• Experience working in environments where availability, SLA, transaction volumes, customer experience and operational resilience are critical.

Education & Certifications

• Bachelor's degree in business, Engineering, Information Technology, Finance or a related discipline.
• Master's degree / MBA is an advantage.
• Certifications in Lean Six Sigma, PMP, Agile, Process Management, Business Transformation or equivalent are advantageous.