Process Manager – Banking Operations at Itaú Unibanco

The Process Manager will be responsible for leading design, implementation, and enhancement of process automation and operational initiatives for Itaú Private Bank. This role ensures that strategic objectives are translated into efficient operational practices, delivering high-quality client and internal experiences that reflect Itaú’s commitment to excellence in private banking.

The Process Manager will lead the implementation and execution of new process designs, automation initiatives, operational improvements, and continuous modernization of banking systems and workflows. This person will oversee strategic rollout efforts, ensuring that processes are scalable, compliant, and aligned with client needs. To be successful, the Process Manager will collaborate across Operations, IT, Risk Management, Client Journey, Products, Sales, and Compliance to bring process enhancements to life while balancing innovation with operational feasibility and regulatory requirements.

Essential Duties and Responsibilities

Strategy & Vision

• Provide ongoing leadership for the strategic direction of process automation and operational improvement initiatives.

• Ensure alignment between stakeholders across Operations, IT, Risk, and Compliance to maintain efficiency, risk control, and regulatory adherence.

• Leverage client and internal insights to continuously improve the banking experience and ensure operational excellence.

• Partner with senior leadership and business units to evolve operational strategies that support growth, client satisfaction, and sustainable efficiency gains.

Process Definition & Design

• Lead the design of new processes and automations ensuring they are feasible, compliant, and deliver measurable value to clients and internal teams.

• Foster a collaborative approach, engaging multiple disciplines across Operations, Risk, IT, and Client Journey teams to drive effective solutions.

• Ensure that operational processes enhance client experience, support business growth, and strengthen risk management controls.

• Develop clear business cases, process documentation, and data-driven analyses to support decision-making and stakeholder alignment.

Execution & Delivery

• Serve as Project Manager within a Squad team, overseeing the implementation and rollout of process improvements and automation initiatives across banking operations

• Partner with IT and Operations to ensure solutions are delivered on time, within scope, and aligned with strategic objectives.

• Monitor and measure outcomes using operational and client experience KPIs, continuously refining processes for efficiency and quality.

• Ensure full compliance with regulatory standards, internal audit requirements, and operational risk frameworks.

• Communicate updates, project milestones, and strategic impacts to senior management and key stakeholders through clear reporting and presentations.

Qualifications

• Education: Bachelor’s degree in Business Administration, Finance, Engineering, Information Systems, or related field. Master’s degree (MBA) preferred.

• Experience: Minimum 5 years of experience in banking operations, process management, or financial services consulting.

• Project Management: PMP or Prince2 certification preferred; proven track record managing cross-functional projects.

• Agile Delivery: Strong knowledge of Agile methodologies (Scrum, Kanban, SAFe) with experience leading squads or Agile teams.

• Process & Improvement: Lean Six Sigma Green/Black Belt certification a plus. Experience implementing process automation, RPA, or workflow optimization.

• Technical Skills: Advanced proficiency in Microsoft Excel (modeling, scenario analysis, dashboards). Strong working knowledge of Power BI for reporting and visualization. SQL or Python a plus.

• Communication: Excellent written and verbal communication skills with the ability to influence stakeholders at all levels.

Languages: English required; Spanish and/or Portuguese strongly preferred due to regional coordination

Compliance with Anti-Money Laundering and Bank Secrecy Act related principles, laws, rules and regulations, as well as Itau’s related policies and procedures