· Lead process re-engineering initiatives to improve business efficiency and customer experience.
· Design customer-centric processing journeys focused on key customer needs (CTQs).
· Plan and execute transformation programs to enhance client experience, reduce costs, and improve operational efficiency.
· Identify opportunities, propose changes, and implement global/regional initiatives while achieving targeted savings and customer impact.
· Manage solution design (both IT and non-IT) and collaborate with stakeholders to prioritize changes.
· Establish performance standards using process engineering tools and develop metrics for continuous improvement.
· Ensure compliance by understanding policies and collaborating with risk stewards for risk-based solutions.
· Conduct competitive benchmarking and analysis to drive process improvements.