Process Operations Manager

The Lending Operations’s purpose is to improve our customer experience - both internal teams and external customers (Brokers and Borrowers) while improving business cost to serve. This role will specifically focus on optimising our end to end lending processes.WHO IS LUMI?We are a leading Fintech small business lender fuelling growth by making finance more accessible. We deliver fast & flexible funding designed to meet the unique needs of Australian businesses. With over $1.5 billion funded since 2018 and backing for 15,000+ small businesses, we're trusted for our speed, high quality service, and tailored approach.WORKING AT LUMIWe are building a culture where you can grow and make a difference for customers. We are looking for people to join us on this journey who are passionate, curious and great problem-solvers. We are incredibly proud of our awards, including most recently our Deputy CEO, Anna Hawter, receiving the Finnies’ 2025 Outstanding FinTech Leader of the Year award. We have ranked in the top #3 on the Australian Financial Review BOSS Best Places to Work Banking, Superannuation and Financial Services list. We ranked #36 among the fastest-growing technology companies in Australia in the 2022 Deloitte Technology Fast 50 Australia. We are also WeMoney’s Small Business Lender of the Year – two years running.We foster a workplace where everyone feels a sense of respect and can reach their full potential. If you need any adjustments for a fair recruitment process, please let us know when applying.OUR VALUESEgos at the doorWe own. We don’t judge. We don’t blame. We are open. We are in this together.See the customerWe show up. We understand. We anticipate. We do what we say. We genuinely focus on solutions.Think leanWe make things simple. We are resourceful. We understand the problem. We think ahead.Learn to growWe are curious. We challenge. We try. We fail forward. We learn. We try again.THE ROLEThe role will focus on enhancing the efficiency, effectiveness, and overall performance of Lumi’s end to end processesIdentify operational risks and develop strategies to mitigate themDrive, design and implement improvement initiatives across operational teamsBuild and deliver change management plans to determine success of initiativesCoordinate cross-functional teams to ensure that improvement initiatives are executed effectivelyConduct process mapping, maintenance and analysis to support improvement initiativesIdentify system innovation and improvement opportunitiesTHIS PERSON IS SOMEONE WITH…Proven success in delivering process optimisationAnalytical and problem-solving skills with strong time & resource managementProject & Change Management experienceStrong communication skillsProven history of successful collaboration and stakeholder management to deliver changeStrong understanding of CRM, telephony, automation & reporting toolsSelf motivation and drive to continuously improveAbility to set, measure and report on success metricsSuccessful and confident within ambiguity as well as have the ability to bring others along the journeyExperience in fintech and/or lending is highly favourableBENEFITS & PERKSWellbeing: Free counselling, seasonal activities, Wellbeing Allowance, wellness room, flu shotsWork Life: Home Workspace Allowance, Purchased Leave, Parental Leave, Parental Flex Leave, Lumi Life Leave for challenging events, breastfeeding/expressing spaceSocial & Food: Monthly lunches, regular celebrations, stocked kitchen, beer & kombucha on tap, board games, rooftop BBQsRewards & Recognition: Competitive pay, referral bonuses, shout-out recognitionsCommunity Support: Paid volunteer leave, celebrations, company volunteer daysCareer & Growth: Rapid advancement opportunities, higher education sponsorship, hackathons