Job Description
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.
Responsibilities
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
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
Requirements
