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Job Details

Skills

Regulatory Compliance
Credit Cards
Fraud Management
Finance

Summary

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.

Key Responsibilities:

Process Discovery & Architecture

Lead structured discovery workshops across all 11 operational domains - facilitating sessions with senior SMEs, process owners and compliance leads
Own the current-state process architecture across ~400 L2 processes - swim-lane diagrams, step-level RACI, system touchpoints, exception paths and SLA mapping
Apply the prioritisation framework (Green $, Swivel-Chair, Volume, UPH/FTE gap, Risk & Compliance, Upstream/Downstream Impact, Integration Complexity) to produce a scored, tiered process backlog
Identify process redesign opportunities beyond documentation -challenging legacy patterns, rework loops and manual workarounds
Define the to-be process architecture for High and selected Medium complexity processes on the unified case management platform

Platform & Integration Architecture

Translate process designs into functional specifications for the case orchestration engine, business rules engine and agent desktop
Define workflow states, decision branch logic, SLA clock configurations and routing rules for each process
Identify and document integration touchpoints per process - specifying API contracts, event triggers and data requirements for each of the 28+ backend systems
Collaborate with the integration architect to ensure process designs are technically feasible and integration dependencies are correctly sequenced
Define the canonical data model requirements driven by process needs - not system capability

Prioritisation & Stakeholder Engagement

Present discovery findings and prioritisation outputs to COO, CIO and CFO-level stakeholders
Run prioritisation scoring sessions with the Operations Committee - validating scores, challenging assumptions and producing the signed-off process backlog
Manage process owner sign-off workflow - ensuring each domain''''''''s current-state baseline is validated before build commences
Translate OER, AHT, STP%, Cost/Case and TAT targets into specific process design requirements and success metrics

Quality & Governance

Own the master process inventory tracker - the single source of truth for all 400 processes across current state, to-be state and build status
Review all BA-produced documentation for architectural consistency, completeness and compliance with discovery standards
Define and enforce process documentation standards across the engagement
Produce the discovery findings presentation for executive stakeholders -board-ready

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, draw.io 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.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 10115393
Position Id: 8995475
Posted 30+ days ago

Fitment

Dice Job Match Score™

👾 Reticulating splines...

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Sivaraman Naina

Associate Manager - TAG (US) @ Virtusa Corporation

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Senior Process Architect

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Sivaraman Naina

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