• Engaged with business users, understood problem statements, and agreed scope of engagement.• Interview product owners to understand as-is business processes and then develop customer-driven to-be processes.• Support the Business by documenting process models and identified opportunities for improvement.• Ability to map customer experience using tools like personas, customer journeys etc.• Gathered and analyzed statistical data from the business areas for supporting business cases for change.• Researched and analyzed best in class industry processes to support digitization & simplification of customer journeys.• Supported the business in planning and designing digital strategies encouraging customer retention and customer loyalty.• Brought in industry experience and taught leadership how to advise on trends, future operating models and best in class journeys.• Developed a deep understanding of the business context and marketplace that our business stakeholders were operating in.• Employed process modelling techniques to capture requirements. Worked hand-in-hand with the Product Owner and Development teams in order to deliver process improvements.• Worked with multiple product owners to write & develop clear, non-implementation specific epics, user stories and acceptance criteria.• Supported and contributed to the metrics driven culture within our function.

-Gathered and organized critical requirements for analysis-Contributed to the validation of company applications prior to implementation-Coordinated with key stakeholders to disposition requests-Participated in secure SLDC Risk Assessment sessions-Created email notifications for project roles within Jira-Contributed to the implementation of OneTrust within the Collections Department (over 1,000 end users)-Wrote user stories based on requirements gathered from all stakeholders-Key liaison for system engineers and client end users for user access and UAT Testing-Supported full cycle of implementation of OneTrust-Prepared specifications for system changes and upgrades in line with business requirements

-Communicated with vendor representatives to gather vendor profiles and deploy Standard Information Gathering (SIG) questionnaire to vendor representative -Contributed to the development and maintenance of the third party risk management database-Ensured third party adherence to contractual/regulatory compliance to minimize the risk of fines and reputational harm-Engaged with service providers to obtain due diligence reports and evidence of control operation-Assisted in kick-off, status and closing meetings with engagement team and clients-Assessed and analyzed ongoing due diligence questionnaires to determine nature and level of risk-Monitored reports to ensure 3rd party management pre-contract due diligence and post-contract ongoing monitoring is carried out-Generated compliance and risk metrics and provides reporting to the VRM Department-Evaluated and documented residual risks prior to contract execution -Assisted business units in identifying and escalating potential areas of risk