Key Responsibilities: • Map current-state BPS process flows and pain points • Redesign workflows for automation, agent integration, and digitization • Define key metrics: cycle time, FTE effort, error rate, ROI • Partner with tech teams to validate feasibility and iterate improvements • Drive change adoption across business and ops teams Required Skills: • 8+ years in BPS process re-engineering or delivery (Lending, Claims, KYC, etc.) • Lean Six Sigma certification preferred • Strong business process modeling (BPMN, Visio, etc.) • Experience in AI/automation implementation or shared services