Business Process Officer

Job Summary

The Business Process Officer is responsible for analyzing, designing, and improving operational workflows within the pawnshop to ensure efficiency, compliance, and customer satisfaction. This role focuses on streamlining processes across buyback, appraisal, loan release, and customer service functions. 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.

Organizational Reporting

Reports directly to the President/COO

Specific Duties And 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
  
  

• Bachelors 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 an 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
  
  

• At least 23 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) is desirable