Senior Process Architect

Role Overview

This is a senior hands-on process architecture role sitting at the heart of a large-scale unified case management transformation for a major credit card issuer. The Senior Process Architect owns the end-to-end current-state and to-be-state process design across the full back-office operation - spanning fraud management, disputes, collections, phone servicing, FCRA/compliance, letters, mailroom, payments and originations. You will lead the discovery and process capture programme, drive the prioritisation framework, translate process designs into platform architecture and integration requirements, and act as the primary bridge between the business operations team and the technology build team. This is not a documentation role - you are expected to challenge, redesign and architect the future operating model.

Essential Experience & Skills

• 10+ years in process architecture, business analysis or operational transformation -with at least five years in financial services
• Deep domain expertise in credit card or consumer lending back-office operations - specifically across two or more of: fraud management, disputes, collections, FCRA/bureau operations, phone servicing, payments
• Proven experience leading process discovery and current-state documentation at scale (100+ processes)
• Strong working knowledge of regulatory landscape - Reg E, Reg Z, FCRA, SCRA, FDCPA, CFPB complaint management
• Experience designing processes for case management platforms - Pega, Appian, homegrown, or equivalent
• Fluent in swim-lane process mapping tools - Visio, Lucidchart, or equivalent
• Comfortable facilitating workshops with VP and SVP-level operational and technology stakeholders
• Strong commercial awareness - able to build and validate Green $ savings cases and ROI models
• Experience with prioritisation frameworks and backlog management in an agile delivery context
• Strong written communication - capable of producing board-ready discovery packs and executive presentations

Desirable

• Experience with card processing systems - TSYS, FDR/First Data, Hogan, FIS
• Exposure to bureau interfaces -e-OSCAR, Metro 2 furnishing, ACDV/AUD processing
• Experience with collections workbench platforms and bankruptcy workflow (Chapter 7 and Chapter 13)
• Six Sigma Green Belt or Black Belt
• Experience sizing and presenting commercial business cases for technology transformation programmes
• Process discovery tools such as Celonis