AVP – Service Design & Process Reengineering

Role Purpose

Role Purpose

Key Responsibilities

• Map and optimize customer‑facing and internal operational processes using service design methodologies, journey mapping, and human‑centered design principles
• Develop and maintain service blueprints, process maps, and standard operating procedures for key payment operations workflows
• Conduct detailed analysis of end‑to‑end payment journeys across acquiring and issuing to identify pain points, inefficiencies, and automation opportunities
• Design target‑state processes that embed risk, control, and regulatory requirements aligned to scheme rules and supervisory expectations
• Support automation initiatives by identifying and documenting process candidates for RPA and technology‑enabled transformation
• Contribute to lean operating model design that supports growth, scalability, and volume expansion
• Facilitate workshops and stakeholder sessions to gather requirements, validate designs, and drive alignment on proposed changes
• Measure and track experience improvements including turnaround times, exception rates, and customer/merchant satisfaction

Qualifications & Experience

• 7+ years in service design, process improvement, or business process reengineering, preferably in financial services or payments
• Hands‑on experience with journey mapping, service blueprinting, and process documentation tools (e.g., Visio, Miro, Figma)
• Understanding of payment operations (acquiring, issuing, settlement) and associated regulatory/scheme environments
• Familiarity with Lean, Six Sigma, or equivalent process improvement frameworks; Green Belt certification a plus
• Exposure to automation/RPA concepts and ability to identify process candidates for technology‑enabled solutions

Key Competencies

• Analytical thinking with strong problem‑solving and root‑cause analysis skills
• Excellent visual communication and ability to translate complex processes into clear, actionable designs
• Collaborative and comfortable facilitating cross‑functional workshops with Operations, Technology, and Risk teams
• Customer‑centric mindset with empathy for merchant, partner, and cardholder experiences
• Detail‑oriented with strong documentation standards and a continuous improvement mindset

Qualifications & Experience

• 7+ years in service design, process improvement, or business process reengineering, preferably in financial services or payments
• Hands‑on experience with journey mapping, service blueprinting, and process documentation tools (e.g., Visio, Miro, Figma)
• Understanding of payment operations (acquiring, issuing, settlement) and associated regulatory/scheme environments
• Familiarity with Lean, Six Sigma, or equivalent process improvement frameworks; Green Belt certification a plus
• Exposure to automation/RPA concepts and ability to identify process candidates for technology‑enabled solutions

Key Competencies

• Analytical thinking with strong problem‑solving and root‑cause analysis skills
• Excellent visual communication and ability to translate complex processes into clear, actionable designs
• Collaborative and comfortable facilitating cross‑functional workshops with Operations, Technology, and Risk teams
• Customer‑centric mindset with empathy for merchant, partner, and cardholder experiences
• Detail‑oriented with strong documentation standards and a continuous improvement mindset