Roles & Responsibilities

• Collaborate with Transformation Champions, SMEs, and Process Owners to select initiatives and projects.
• Conduct process discovery and opportunity qualification workshops to define initiative objectives.
• Lead workshops with Delivery Business Units and Customer Stakeholders.
• Capture pain points, customer journeys, and prioritize initiatives.
• Gather critical information from stakeholder meetings and publish detailed reports.
• Create process maps and documentation (Process Flow Maps, DILO, VSM, Time & Motion Analysis).
• Document swim-lane views capturing service ownership, responsibilities, inter-dependencies, and hand-offs.
• Participate in deep-dive workshops to accurately capture the book of work/scope and present findings.
• Analyze complex problems affecting capacity, efficiency, and throughput.
• Design process optimizations to eliminate redundancies, standardize workflows, and enhance efficiencies.
• Facilitate end-to-end implementation and deployment of identified solutions.
• Evaluate enhancements and provide post-implementation support.
• Provide timely reporting demonstrating value creation of engagements.