AVP – Service Design & Process Reengineering
Role Purpose
Apply service design and human‑centered design methodologies to map, analyse, and redesign payment operations processes across acquiring and issuing. Work within the Service Design & Process Reengineering team to deliver tangible improvements in customer experience, operational efficiency, and regulatory compliance through journey redesign, process optimization, and automation enablement.
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