Business process officer

Job Summary:

The officer works closely with branch management and staff to identify gaps, implement process improvements, and support digital transformation initiatives that enhance overall business performance.

Job Responsibilities:

• Examine existing pawnshop workflows (pawning, appraisal, buyback, loan release, customer service) to identify inefficiencies and risks.
• Develop, document, and implement Standard Operating Procedures (SOPs) across branches to ensure consistency and compliance.
• Ensure all processes adhere to pawnshop regulations, financial laws, and internal company policies.
• Identify operational risks (fraud, misvaluation, non-compliance) and recommend preventive measures.
• Prepare regular reports for management on process performance, compliance issues, and improvement initiatives.
• Ensure that process changes enhance transparency, fairness, and customer trust in pawnshop services.

Job Requirements:

• Bachelor’s degree in Business Administration, Finance, Industrial Engineering, or related field.
• Certifications in customer service, compliance, or financial management are desirable.
• Additional training or certifications in process improvement, compliance, or financial services is an advantage.
• Knowledge of pawnshop regulations and financial laws is advantage.
• Strong understanding of pawnshop operations (pawning, appraisal, buyback, loan release, customer service).
• Ability to design and implement process documentation and reporting systems.
• Knowledge of risk management and internal controls.

Preferred Qualifications:

• Bachelor’s degree in Business Administration, Finance, Industrial Engineering, or related field.
• Certifications in customer service, compliance, or financial management are desirable.
• At least 2–3 years of experience in pawnshop operations, financial services, or business process improvement.
• Proven background in workflow analysis, compliance monitoring, and operational efficiency projects.
• Experience in training staff and implementing Standard Operating Procedures (SOPs) desirable.