Your role at Exness:
The Process Engineering Lead will act as the central expert for driving process control, operational excellence, and data-driven improvement initiatives across
Customer Support and
Client Relationship functions.
The role is responsible for establishing statistical frameworks, improving process capabilities, baselining standards, and building sustainable analytical practices within the division.
The ideal candidate will not only operate at a highly technical level (Python, ARC, Minitab, and similar programming languages) but will also drive a culture of quality through clear frameworks, reproducible standards, and collaboration with business owners.
You will:
Process Engineering and Deep Dive Analysis
- Lead end-to-end data-driven deep dives on critical support and client operations processes.
- Apply Six Sigma methodologies to identify, quantify, and prioritize sources of defects and inefficiencies.
- Drive initiatives that lead toward 6 performance.
Statistical Modelling and Analytical Rigor
- Build and maintain statistical models to measure process stability, capability (Cp, Cpk), and sigma levels.
- Deploy advanced data analysis using a programming language like Python, ARC tools, or Minitab.
- Establish baselines, variance thresholds, and forecasting mechanisms for key operational metrics.
Process Control and Standardization
- Define, implement, and maintain standard processes across Customer Operations to ensure high conformance and minimize variation.
- Build and own frameworks for:
- Baselining processes
- Conformance tracking
- Continuous redefinition of operational standards
Operational Excellence Tools and Frameworks
- Provide statistical tools and frameworks (DMAIC, Pareto, Fishbone, Process Mapping) for business teams to use sustainably.
- Identify opportunities for tool automation and integrate statistical applications into day-to-day operations.
- Develop actionable insights and dashboards visualizing process capability, sigma performance, and CTS (Critical to Service) indicators.
Stakeholder Engagement and Capability Building
- Serve as the single point of contact for process engineering expertise within Customer Operations.
- Work closely with Business Owners to prioritize initiatives based on Pareto-driven opportunity analyses.
- Support training and coaching of frontline and operations teams on quality, analytics, and process improvement concepts.
Benchmarking and Best Practices
- Conduct internal and external benchmarking on product and process capabilities across the industry.
- Create best practice libraries and cross-industry insights to ensure the division operates at leading service quality levels.
Key Performance Metrics
- Process Sigma Levels Achieved (> 5 moving toward 6 targets)
- Number of Critical Defects Identified and Eliminated
- Reduction in Process Variance (Standard Deviation)
- Process Capability Index Improvement (CpK tracking)
- Deployment of Analytical Frameworks Across Operational Teams
- Percentage of Processes with Baselined and Tracked Operational Standards
- Contribution to Monthly Business Reviews (MBR) showcasing data-driven process insights
What makes you a great fit:
Technical Skills
- Advanced statistical analysis experience (Six Sigma Black Belt preferred).
- Expert-level proficiency in computation and automation in Python, R, Minitab, or a similar programming language.
- Strong experience with statistical quality control, process capability analysis, and process improvement methodologies.
- Familiarity with Tableau or similar visualization tools for operational dashboards.
Professional Skills
- Strong analytical problem-solving abilities, critical thinking, and detail orientation.
- Experience developing frameworks and analytical practices that can be adopted and scaled across teams.
- Ability to operate independently, guiding junior analysts without requiring micromanagement.
- Clear communication skills to translate complex data into business action plans.
Behavioral Skills
- High accountability and ownership mindset.
- Proactive, structured, and strategic thinker.
- Comfortable with high expectations around quality and standards adherence.
- Ability to influence without direct authority, working cross-functionally with operational and strategic stakeholders.
Experience
- 815 years in Process Engineering, Operational Excellence, or Data-Driven Process Improvement roles.
- Prior exposure to high-volume customer service, fintech, e-commerce, or operations-heavy industries is a strong plus.
- Experience building from scratch (frameworks, governance models, tools) rather than just maintaining existing systems.
Sounds like you Apply.
Please note: We occasionally amend or withdraw Exness jobs and reserve the right to do so at any time, including prior to the advertised closing date. Before applying, you are advised to read our data protection policy. This policy describes the processing that may be associated with your personal data and informs you that your personal data may be transferred to Exness/Exness Group companies around the world. Exness Group and its approved recruitment consultants will never ask you for a fee to process or consider your application for a career with Exness. Anyone who demands such a fee is not an authorized Exness representative and you are strongly advised to refuse any such demand.
At Exness, we're an equal opportunity employer where every individual is valued. No matter your race, color, religion, sex, national origin, sexual orientation, gender identity or disability, we welcome you. As an international fintech company, we embrace the richness of our diverse team, respecting each individual and promoting gender equality for all genders in our workforce.
