Project Manager (Process Excellence)

ShopeePay; Metro Manila; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

ShopeePay is seeking an adaptable Project Manager (Quality Assurance & Process Excellence) to drive QA initiatives and operational improvements across KYC, FinOps, Fraud, AML, and Customer Service in the Philippines.

You will design QA frameworks, work with product and operations to update SOPs, and implement automation and AI-enabled solutions with dashboards to monitor performance. This role offers impact across multiple functions.

Qualifications

• Bachelor’s degree in Business/related field.
• 3–5 years in quality assurance, operations, or process improvement.
• Experience with automation, dashboards, and cross-functional projects.

Responsibilities

• Design and enhance QA frameworks, audit criteria, sampling methodologies, error classifications, and reporting standards across operational functions.
• Analyze QA results and operational metrics to identify recurring errors and opportunities for improvement.
• Partner with Operations to update SOPs, redesign workflows, and coach teams.
• Identify and implement automation, AI-enabled solutions, dashboards, and system enhancements.
• Lead cross-functional process improvement initiatives with Product, Tech, Data, Risk, Compliance, and Operations.
• Translate business challenges into work plans, timelines, deliverables, and measurable metrics.
• Oversee post-launch monitoring of new processes and tools and transition initiatives into BAU.
• Ensure QA, improvements, and automation comply with policies and risk controls.

Skills

QA frameworks

Automation

AI-enabled tools

Workflow redesign

Dashboards

Project management

Stakeholder management

Education

Bachelor’s degree in Business

Tools

Excel

Google Sheets

SQL

Power BI

Tableau

Looker

Lucidchart

Visio

low-code/RPA tools

ChatGPT

Microsoft Copilot

Google Gemini

Claude

Job description

We are looking for an adaptable Project Manager (Quality Assurance & Process Excellence) to drive operational improvements and transformation across KYC, FinOps, Fraud, AML, and Customer Service. You will lead QA initiatives, identify process gaps, and implement improvements through better workflows, SOPs, automation, AI-enabled solutions, and performance dashboards. This role offers the opportunity to work across different functions, lead impactful projects, and turn operational challenges into scalable solutions.

Responsibilities

• Design and enhance QA frameworks, audit criteria, sampling methodologies, error classifications, and reporting standards across operational functions.
• Analyze QA results and operational metrics to identify recurring errors, process gaps, control weaknesses, and opportunities for improvement.
• Partner with Operations teams to establish practical QA standards and translate findings into actionable improvements, including SOP updates, workflow redesigns, and coaching initiatives.
• Identify and implement automation, AI-enabled solutions, dashboards, and system enhancements to improve operational efficiency and quality.
• Lead the scoping, testing, rollout, and adoption of process improvement initiatives in collaboration with Product, Tech, Data, Risk, Compliance, and Operations teams.
• Drive cross-functional projects by translating business challenges into clear workplans, timelines, deliverables, and measurable success metrics.
• Oversee implementation and post-launch monitoring of new processes and tools, including stabilizing operations and transitioning initiatives into BAU when needed.
• Ensure QA frameworks, process improvements, and automation initiatives comply with internal policies, regulatory requirements, and appropriate risk controls.

Qualifications

• 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.

Required Skills

• 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 or knowledgeable 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.
• Comfortable working in a fast-paced environment with evolving priorities and broad, shifting scopes.

Preferred Skills

• 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.