Project Manager Process Excellence ShopeePay

Job Description

We are looking for a highly skilled and adaptable Project Manager (Quality Assurance and Process Excellence) to help strengthen operational quality, improve processes, and drive transformation initiatives across Operations (KYC, FinOps, Fraud, AML, Customer Service).

The role will help design and scale QA methodologies, identify process and control gaps, and translate findings into practical improvements such as SOP updates, coaching plans, automation, AI-enabled tools, and operational dashboards. Depending on business needs, the role may also help own, stabilize, or transition certain processes into BAU for the team or the function being supported.

This role is suited for someone who can quickly understand new operational contexts, structure ambiguous problems, manage cross-functional stakeholders, and execute initiatives from diagnosis to implementation.

Quality Assurance and Operational Review

• Help design and refine QA frameworks, audit criteria, sampling methods, error taxonomies, and reporting templates for operational functions.
• Analyze QA results and operational data to identify recurring errors, process gaps, control weaknesses, and coaching needs.
• Work with Operations teams to ensure QA standards are practical, scalable, and aligned with business priorities.
• Monitor key metrics such as error rate, turnaround time, SLA adherence, rework, backlog, productivity, and first-pass yield.
  
  

• Translate QA findings and operational pain points into process improvements, SOP changes, training inputs, workflow redesigns, or tool enhancements.
• Identify opportunities to automate manual work or improve execution through AI-enabled solutions, dashboards, or system enhancements.
• Support the scoping, testing, rollout, and adoption of automation or AI use cases such as QA sampling, audit documentation, report generation, SOP search, case prioritization, or exception monitoring.
• Work with Product, Tech, Data, Risk, Compliance, and Operations to define requirements and implement practical solutions.
  
  

• Lead or support cross-functional Operations initiatives, including QA, process improvement, automation, risk controls, customer experience, and special projects.
• Structure ambiguous problems into clear workplans, timelines, owners, and success metrics.
• Support implementation, change management, and post-launch monitoring of new processes or tools.
• Where needed, help run, stabilize, or transition newly created processes into BAU.
  
  

• Ensure QA methodologies, process changes, and automation initiatives are aligned with internal policies and applicable regulatory requirements.
• Partner with Risk and Compliance teams to assess operational, AML, fraud, data privacy, consumer protection, and regulatory implications.
• Support proper documentation of process changes, approvals, controls, and audit trails.
  
  

• Bachelor’s degree in Business, Operations Management, Industrial Engineering, Information Systems, or a related field.
• 3-5 years of experience in quality assurance, operations, process improvement, project management, automation, or a similar role.
• Experience implementing process improvements, automation, AI-enabled tools, workflow redesign, dashboards, or operational transformation projects.
• Strong analytical, problem-solving, project management, and stakeholder management skills.
• Proficiency in tools such as Excel, Google Sheets, SQL, Power BI, Tableau, Looker, Lucidchart, Visio, low-code/RPA tools, ChatGPT, Microsoft Copilot, Google Gemini, Claude or similar platforms.
• Experience in fintech, banking, payments, AML, fraud, KYC, FinOps, customer service, or Philippine financial services operations is a strong advantage.
• Familiarity with QA frameworks, SOP management, operational controls, or regulatory requirements such as BSP, AMLC, NPC, AML, fraud, consumer protection, or data privacy is a plus.
• Comfortable working in a fast-paced environment with evolving priorities and broad, shifting scopes.