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