Operations Support Specialist - Process & Change

Who Is Lumi?

We’re 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 Lumi

We 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 also ranked in the top #3 on the 2024 Australian Financial Review BOSS Best Places to Work Banking,

Superannuation and Financial Services list, 2023 Best Workplace Diversity Award by FinTech Australia and the 2022 Empowering Innovation Affie Award. We also ranked #36 among the fastest-growing technology companies in Australia in the 2022 Deloitte Technology Fast 50 Australia.

We foster a workplace where everyone feels a sense of belonging and respect and can reach their full potential. If you need any adjustments for a fair recruitment process, please let us know when applying.

Our Values

Egos at the door We own. We don’t judge. We don’t blame. We are open. We are in this together. We are respectful.

See the customer We show up. We understand. We anticipate. We do what we say. We genuinely focus on solutions.

Think lean We make things simple. We are resourceful. We understand the problem. We think ahead.

Learn to grow We are curious. We challenge. We try. We fail forward. We learn. We try again.

The Operations Support Specialist - Process & Change will work with the Operations Managers to ensure our processes are well-documented, our teams are equipped for change, and our improvements are measurable. We are looking for someone who is hands-on, analytical, and passionate about making things work better. This role is central to Lumi's ability to scale effectively. As we grow, maintaining operational clarity and driving continuous improvement becomes critical.

The Role

• Map, document, and maintain end-to-end operational processes, ensuring teams have a clear source of truth for how things work
• Keep process documentation accurate, current, and accessible across all operational teams
• Create training materials, user guides, SOPs, and onboarding content that help teams adopt new processes and ways of working
• Ensure documentation is practical, easy to follow, and kept up to date as processes evolve
• Track and manage success metrics for operational changes and process improvements
• Document findings, assess impact, and present clear recommendations to the Operations Managers

This Person Is Someone With

• Experience in process mapping and process documentation
• A track record of creating training materials, user guides, and SOPs that are clear and practical
• Strong analytical skills and comfortable understanding data to track outcomes & identify further opportunities
• Proven ability to collaborate across teams and manage stakeholders at all levels
• Excellent communication skills with the ability to translate complex processes into simple, clear documentation
• Experience in fintech, lending, or financial services is highly favourable
• Experience investigating and documenting change requirements

Perks & Benefits

Wellbeing: Free counselling, seasonal activities, Wellbeing Allowance, wellness room, flu shots

Work Life: Home Workspace Allowance, Purchased Leave, Parental Leave, Parental Flex Leave, Lumi Life Leave for challenging events, breastfeeding/expressing space

Social & Food: Monthly lunches, regular celebrations, stocked kitchen, beer & kombucha on tap, board games, rooftop BBQs

Rewards & Recognition: Competitive pay, referral bonuses, shout-out recognitions

Community Support: Paid volunteer leave, diversity celebrations, company volunteer days

Career & Growth: Rapid advancement opportunities, higher education sponsorship, hackathons