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 regulatio...