Head of Process Excellence

As Lendo continues to scale, we’re seeking a proactive and highly analytical Head of Process Excellence to strengthen our operational foundations and drive organisation-wide efficiency. In this role, you’ll play a key part in reviewing, optimising, and redesigning critical processes-starting with Credit-while partnering closely with cross-functional teams to build scalable, well-controlled workflows that support Lendo’s rapid growth.

Key Responsibilities:

• Process Mapping & Analysis: Lead the end-to-end mapping and detailed analysis of
  current-state processes within the Credit function, identifying bottlenecks, inefficiencies,
  control gaps, and areas for automation.

• Gap Identification & Optimization: Proactively identify opportunities for process
  improvement, simplification, and optimization. Design and implement future-state
  processes that enhance efficiency, reduce risk, improve accuracy, and positively impact
  customer experience.

• Credit Process Enhancement: Specifically for the Credit function, work closely with
  Credit Underwriters, Analysts, and Collections teams to refine credit assessment
  workflows, loan origination processes, monitoring procedures, and collections strategies
  to ensure optimal performance and risk mitigation.

• Cross-Functional Collaboration: Collaborate extensively with stakeholders across
  various departments (Risk, Finance, Sales, Technology, Operations) to understand their
  process needs, gather insights, and ensure seamless integration of improved processes.

• Performance Metrics & Monitoring: Establish clear performance metrics and KPIs for
  new and improved processes. Continuously monitor their effectiveness, identify
  deviations, and implement corrective actions.

• Documentation & Standardization: Develop and maintain comprehensive
  documentation for all optimized processes, standard operating procedures (SOPs), and
  policy guidelines to ensure consistency and compliance.

• Technology Integration: Work with the Technology team to leverage automation tools,
  software solutions, and data analytics to enhance process efficiency and effectiveness.

• Change Management: Champion change initiatives related to process improvements,
  ensuring smooth adoption by relevant teams through effective communication, training,
  and support.

• Risk & Compliance: Ensure all process improvements comply with internal policies,
  regulatory requirements (e.g., SAMA guidelines where applicable), and best practices in
  risk management.

• Culture of Excellence: Foster a continuous improvement mindset across the
  organization, encouraging teams to identify and propose process enhancements.

Qualifications:

• Bachelor's degree in Business Administration, Finance, Engineering, Operations
  Management, or a related field. Master's degree or relevant certifications (e.g., Lean Six
  Sigma, PMP, CBAP) highly desirable.

• Minimum of 8-10 years of experience in process improvement, business analysis,
  operational excellence, or a similar role, with a strong preference for experience within
  the financial services or fintech industry.

• Proven track record of successfully identifying, designing, and implementing significant
  process improvements that have led to tangible results (e.g., cost savings, efficiency
  gains, risk reduction).

• Deep understanding of credit lifecycle processes within a lending environment is a
  significant advantage.

• Strong analytical and problem-solving skills, with the ability to break down complex
  problems and propose practical solutions.

• Excellent communication, presentation, and interpersonal skills, with the ability to
  influence and collaborate effectively with stakeholders at all levels.

• Proficiency in process mapping tools (e.g., Visio, Lucidchart, Miro) and project
  management software.

• Experience working in a fast-paced, agile startup environment is a plus.

• Fluency in English & Arabic is required.

• Deep understanding of the Saudi Arabian business context and local regulatory
  landscape is a plus.