Role OverviewThis 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 program, drive the prioritization 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 prioritization 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
Prioritization & Stakeholder Engagement
- Present discovery findings and prioritization outputs to COO, CIO and CFO-level stakeholders
- Run prioritization 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 prioritization 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 program.
- Process discovery tools such as Celonis
