VP – Head of Service Design & Process Reengineering
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Key skills for this role
About the Role
Network International seeks a VP to lead Service Design & Process Reengineering within OPS Strategy & Transformation. The role drives end-to-end redesign of payment journeys, delivering efficiency and scalability through lean operating models and automation.
Key Skills for This Role
Responsibilities
- Own and redesign end to end payment journeys across acquiring and issuing to drive simplicity, speed, and reliability
- Deliver structural efficiency and scalability through standardized, lean operating models
- Embed risk, control, and regulatory resilience by design
- Own and deliver automation outcomes end to end from opportunity identification through benefits realization
- Enhance customer, merchant, and partner experience through faster turnaround times and reduced exceptions
- Set strategic direction for service design methodologies and process optimization
- Establish and govern service blueprints, process maps, and standard operating procedures
- Lead, mentor, and develop a team of service designers and process engineers
- Partner with Technology, Risk, Compliance, and Operations leadership to ensure alignment
Requirements
- 12+ years in operations transformation, process reengineering, or service design within financial services or payments
- Proven track record leading end to end journey redesign, ideally in acquiring, issuing, or card operations
- Experience delivering automation and RPA programs with measurable benefits realization
- Lean Six Sigma Green belt minimum or equivalent process improvement certification preferred
- Hands on experience leading operational teams, preferably in payments / financial services
Full Job Posting
Role Purpose
- Lead the Service Design & Process Reengineering function within OPS Strategy & Transformation, driving end to end redesign of payment journeys across acquiring and issuing.
- Accountable for delivering structural efficiency, scalability, and customer experience improvements through lean operating models, automation, and human centered design.
Key Responsibilities
- Own and redesign end to end payment journeys across acquiring and issuing
- Deliver structural efficiency and scalability through standardized, lean operating models
- Embed risk, control, and regulatory resilience by design
- Own and deliver automation outcomes end to end
- Enhance customer, merchant, and partner experience
- Set the strategic direction for service design methodologies
- Establish and govern service blueprints, process maps, and SOPs
- Lead, mentor, and develop a team of service designers and process engineers
- Partner with Technology, Risk, Compliance, and Operations leadership
Qualifications & Experience
- 12+ years in operations transformation, process reengineering, or service design within financial services or payments
- Proven track record leading end to end journey redesign, ideally in acquiring, issuing, or card operations
- Experience delivering automation and RPA programs with measurable benefits realization
- Lean Six Sigma Green belt minimum or equivalent preferred
- Hands on experience leading operational teams, preferably in payments / financial services
Key Competencies
- Strategic thinking with ability to translate vision into executable roadmaps
- Strong stakeholder management across C suite, Technology, Risk, and Operations
- Expertise in service design thinking, journey mapping, and human centered design
- Data driven decision making with fluency in process mining and operational analytics
- Team leadership and talent development in a matrixed environment
- Change management and ability to drive adoption of new operating models at scale
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