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Process Design Lead
Posted on 10/14/2022
Canada • Remote
Experience Level
Desired Skills
  • Hands on experience in an operations environment doing documentation, technical writing, training development, and delivery & project management
  • Strong experience in policy drafting, preferably from the financial services sector
  • Excellent listening and problem-solving skills with keen attention to detail and organizational skills
  • Proactive thinking, constantly seeking improvement opportunities in work
  • Excellent verbal and written communication skills, including writing documentation, training content development, and presentations
  • Prior experience working in financial services, fintech space or complex operational or customer support role a plus
  • Willing to travel (up to 20%)
  • Develop policies that are streamlined, engaging and help our business and teams meet compliance and regulatory obligations
  • Act as the SME and single point of contact for projects and programs by being a key member of the working groups to inform the design, processes and configurations of systems or tools utilized by Customer Care, Collections and Operations Specialists
  • Collaborate with program delivery teams and the business to identify current gaps and opportunities to enhance the customer and agent experience
  • Design, implement and improve operational processes and workflows for the most efficient and effective servicing experience
  • Lead process improvement initiatives in order to enable Customer Ops teams to deliver best in class customer experience
  • Develop a framework for requirements gathering, properly assess changes needed to close gaps, refine processes, increase efficiency and quality, enhance systems and/or increase customer/agent satisfaction
  • Drive the execution of process requirements related to pivotal initiatives and foundational improvements

1,001-5,000 employees

Point of sale installment loans for consumers
Company Overview
Affirm seeks to deliver honest financial products—to improve lives. The company operates a buy-now-pay-later platform for consumers at the point of sale.
  • Spending wallets: Access tech, food, lifestyle, and family planning wallets for your expenses
  • Supportive communities: Get involved with our employee resource groups and community groups
  • Remote-first workforce: If your role is remote, you can set up shop anywhere in your home country
  • Generous time off: Take the time you need when life happens
  • Health benefits: Get a plan that fits your needs
  • Mental healthcare: Take care of your mind with great mental health programs
  • Parental leave: Birth and non-birth parents get 18 weeks paid leave. Plus, a 4-week return-to-work transition program, at full base pay.
  • Compensation: We have a simple, flexible, and transparent remote-first compensation structure so you can make the best decisions for yourself and your family.
  • Away days: We offer 24 company-wide paid days off—which help our teams collectively pause to recharge.
  • Learning & development: Engage in exciting learning programs to level up your growth.
Company Core Values
  • People come first: We consider our impact on people’s lives before we think about our own interests.
  • No fine print: We are completely transparent and honest—with our customers and with each other.
  • It's on us: We take full accountability for our actions, never shirking responsibility or passing the buck.
  • Simpler is better: We make complex things simple and clear.
  • Push the envelope: We never stop innovating, taking smart risks, and raising the bar.