Process Improvement Lead

Who We Are

Cross River builds the infrastructure behind the world’s most innovative financial products. Our technology and capital solutions power payments, cards, lending, and digital asset capabilities that move money safely, instantly, and inclusively — trusted by leading fintechs, enterprises, and disruptors across the globe.

Our mission is simple: to build the financial infrastructure that expands access and opportunity for all. Guided by a culture of collaboration, curiosity, and purpose, Cross River has been named one of American Banker’s Best Places to Work in Fintech year after year. Whether you’re designing code, solving regulatory puzzles, or developing strategy, you’ll join a team where innovation and integrity drive everything we do — and where your work helps shape the future of finance.

What We're Looking For

At Cross River Bank, onboarding and supporting our fintech partners requires a diverse set of onboarding, engineering, operations, support and relationship management teams. As our first Process Improvement Lead (official title AVP, Process Improvement), you will be responsible for identifying and implementing the process improvements that significantly increase efficiency and partner satisfaction and also drive down cost. You will work closely with cross-functional teams to design simple, efficient processes that are aligned with business goals and objectives. You will drive the implementation and adoption of these processes using the latest change management tactics, track performance via clear KPIs and report on your progress to leadership.

Responsibilities:

• Identify process improvement opportunities with a focus on partner onboarding and support, using data analysis and stakeholder input
• Utilize process improvement methodologies (e.g., Lean, Six Sigma, Agile) to develop and implement innovative strategies for process optimization
• Work closely with engineering, operations, support and RMs to ensure that process improvements address cross-functional inefficiencies and issues
• Use the latest change management principles, influence, training and other approaches to drive successful adoption of new processes
• Create and maintain documentation of updated processes, procedures, and work instructions to facilitate process adoption, standardization and improve efficiency
• Work with product and engineering to identify and deliver process automation opportunities
• Define, track, and report on key performance indicators (KPIs) that measure the impact of changes on operational efficiency, cost reduction, and partner satisfaction
• Communicate regularly with leadership and stakeholders to ensure that they are aware of process changes
• Manage a portfolio of process improvement projects; collaborate with leadership to prioritize process improvement initiatives
• Ensuring compliance with regulatory requirements, including the identification and management of risks associated with new or changed processes, appropriate controls, etc.
• Stay informed on process and fintech best practices to drive continuous improvement and innovation

Qualifications:

• Bachelor's degree in Business Administration or a related field; Master's degree is a plus
• 5+ years of experience in process improvement, business transformation or a related field
• Strong creative problem-solving skills. You thrive in environments where transformation is needed and flex solutions to meet the needs of the business
• A bias for action: proven track record of developing and implementing successful process improvement initiatives
• Ability to translate data into actionable strategies: experience with data analysis tools (SQL, Excel, etc.), data visualization tools (VIsio Power BI, Tableau, etc.) and AI tools
• Excellent communication and interpersonal skills, including the ability to communicate complex ideas to both technical and non-technical audiences
• Ability to influence change without formal authority
• Ability to work collaboratively with cross-functional teams to drive consensus
• Strong organizational and project management skills, including the ability to manage multiple projects simultaneously and prioritize effectively
• Experience creating and presenting reports to senior management
• Commitment to excellence and continuous improvement
• It's a plus if you have:
  • Experience with process improvement methodologies such as Lean or Six Sigma
  • Experience with change management
  • A solid understanding of financial regulations like KYC and AML
  • Experience in programming Power Apps (Canvas, Office 365, Power BI, MS Forms, and SharePoint
  • Experience with AI tools
• Willing to roll up your sleeves, lead from the front, and coach the team

#LI-JG1 #LI-Hybrid #LI-Onsite

Salary Range: $110,000.00 - $130,000.00