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Operational Excellence and Process Design Consultant - GCAOO

Charlotte, North Carolina

Job Description:

We have an exciting opportunity for an Operational Excellence and Process Design Consultant to join our Process and Operational Excellence organization part of Global Credit, AML and Onboarding Operations. 
The Process Design Consultant supports the Time Studies and Voice of the User and Client Feedback governance, ideation, and strategic direction for GCAOO organization, including observe, analyze and report on the end to-end impact of process changes, partnering with business function leaders to identify time study scope, support horizontal evaluation of process opportunities on an ongoing basis, partnering with operations process owners and subject matter experts (SMEs), and contribute to the optimization of the organization through continuous improvement and process reengineering. 

The candidate will engage with operations partners and process owners on a regular basis, to support the design and expansion of  Time Studies and Voice of the User and Client Feedback strategy across GCAOO.  The candidate will actively contribute to the Operational Excellence cultural shift providing by time and observational data to key partners  and provide proactive recommendations towards tactical and strategic projects and programs aligned to GCAOO Operations by feeding key data metrics into the continuous design or redesign of processes models and supporting enterprise and Global Operations priorities. The candidate will develop close working relationships with the operations, strategy, and technology teams along with process owners and PMOs, building trust and confidence at all levels.

The ideal candidate will have a passion for process transformation, and creativity to look at a problem from a new perspective and to develop new ideas and solutions.  The candidate will be a self-starter who can take ambiguous information and drive to logical outcomes while constantly challenging the status quo.  The ideal candidate will be a strong contributor with the right level of experience, ability to challenge and influence stakeholders at all levels in the organization, and with excellent analytical and critical thinking skills, and a process improvement mind-set.


  • Support end to end strategic development and execution of Time Study & Voice of User and Client Feedback
  • Partner with multiple internal stakeholders across GCAOO to coordinate observational time studies and lead internal initiatives that capture and socialize peer feedback.
  • Gain knowledge to become SME of several Anti-Money Laundering process flows and be able to capture qualitative data and incorporate into process enhancements routines
  • Actively engage in continuous improvement approach through participation in voice of user sessions, relationship building and cross-functional development. 
  • Work independently with strong organizational skills, data analytics , critical thinking and ability to execute stated requirements. 
  • Process analysis, process modelling and process governance
  • Provide end-to-end view of processes within business functions with proper identification of hand-offs and process connectors
  • Support the program's short-and-long term strategy
  • Provides expertise for the proactive identification of opportunities from a process efficiency perspective
  • Prepare presentations and complementary data to assist leaders in process re-engineering activities


  • At least 3 years of Process Design and/or Operational Excellence experience 
  • Ability to identify opportunities from a process efficiency perspective
  • Experience in analyzing data, report generation, drafting operational models, and reading process maps
  • Proven leadership capabilities with a track record of delivering results
  • Ability to challenge and influence stakeholders at various levels
  • Working knowledge of Op Ex principles and culture
  • Strong presentation development skills including the ability to distil many data points and processes into concise summaries with detailed illustrations and examples
  • Excels in working among diverse viewpoints to determine the best path forward
  • A continuous learner with a commitment to challenging the status quo and promoting positive change
  • Excellent verbal and communications skills 

Other Qualifications / Desired Skills:

  • Prior working experience with Operations teams and processes desirable
  • Strives to bring new thoughts and ideas to teams to drive innovation and unique solutions 
  • Process improvement and Operational Excellence exposure
  • Believes in value of diversity so we can reflect, connect, and meet the diverse needs of our clients and employees around the world
  • Ability to understand new technologies, intellectually curious
  • Commitment to challenging the status quo and promoting positive change
  • Experience working in a global environment


1st shift (United States of America)

Hours Per Week: 


Learn more about this role

Full time


Manages People: No

Travel: No

Street Address

Primary Location:
900 W TRADE ST, NC, Charlotte, 28255