As the Process Optimization Manager for Wealth Management at Northern Trust, I am responsible for identifying, analyzing, prioritizing, and executing process optimization initiatives to enhance efficiency, reduce risk, and drive measurable benefits. I lead the development and implementation of a comprehensive business process management (BPM) framework, ensuring consistent adherence to standards and controls. Collaborating with leadership and cross-functional teams, I leverage data-driven insights and advanced automation techniques to streamline processes and support strategic goals. My role also includes managing a portfolio of optimization projects, fostering a culture of continuous improvement, and developing the skills of process analysts within the team.

Hybrid role functioning as Product Owner, Solutions Analyst, and Program Manager for their Robotic Process Automation (RPA) Division. Implemented RPA Center of Excellence and operating model showcasing how RPA will interact and function within the enterprise. Created and implemented scrum team by establishing scrum ceremonies, best practices, and standard processes for our workflow and development lifecycle. Created business outreach campaign to educate business units on what RPA is and equip them with knowledge and resources to solicited automation opportunities within their respective areas. Collected and translated requirements into technical specifications in close coordination with key stakeholders. Built and maintained technical documentation, covering system diagrams and user manuals. Ensured smooth execution of operations by directing cross-functional teams of testers, developers, and analysts. Delivered excellent support, guidance, and training to team in adopting/utilizing agile practices and scrum frameworks, including sprint planning, user story mapping, backlog grooming, and sprint review.• Drove continuous improvement and process optimization by promoting experimentation and leveraging feedback loop with clients and business partners.• Created, delivered, and executed enterprise Automation strategy focusing on large scale and high value-added automation opportunities and creating cascading strategic objectives across all divisions.• Optimized team productivity and delivery by timely identifying/addressing obstacles, creating defect reporting/triage processes, and building standards for defect cards/user story cards in Azure DevOps for consistency.• Recognized potential opportunities for automation and efficiency by evaluating business processes using a best-fit assessment and process optimization.• Developed RPA metrics, enterprise-level dashboard, and reporting to translate work into savings for enterprise.

In this role,I have had the privilege to guide and train the team in adopting/utilizing agile practices and scrum frameworks, including sprint planning, user story mapping, backlog grooming, and sprint review.I organized and lead daily stand-up and retrospective meetings to discuss all details and project progress. Moreover, I tracked and measured project progress through the development of agile metrics and reporting. Established and successfully transitioned existing teams into Scrum/Agile teams.My key contributions included:• Managed three agile teams delivering winning solutions that resulted in securing thousands of resource hours saved for company through automation solutions (Robotic Process Automation (RPA) and Ocular Character Recognition (OCR).• Confirmed project delivers business value by actively engaging with 10+ product owners, stakeholders, and teams.• Optimized team productivity and delivery by timely identifying and addressing obstacles.•Enhanced efficiency and clarity with clients/business partners by establishing standard UAT and defect reporting processes. • Drove continuous improvement and process optimization by promoting experimentation and leveraging feedback loop.

Here, I was responsible for gathering and translating requirements into technical specifications in close coordination with key stakeholders. Furthermore, I developed and maintained technical documentation, covering system diagrams and user manuals. Ensured smooth execution of operations by directing cross-functional teams of testers, developers, and project managers. Moreover, I administered flow of work from business partners by initiating intake and ideation repository and was part of team that created our RPA/Automation program.My key contributions included:• Recognized potential opportunities for automation and efficiency by evaluating business processes.• Fulfilled business needs in compliance with company strategy by designing and implementing system solutions.• Enhanced satisfaction level by offering technical support to end-users and acknowledging issues in timely manner.• Maximized performance and reliability by reviewing and improving systems on continuous basis.• Confirmed compliance by involving in system testing and quality assurance procedures.• Led agile ceremonies and spearheaded team process improvements.• Developed RPA metrics, enterprise-level dashboard, and reporting to translate work into savings for enterprise.

During this position,I lead implementation of new customer experience survey and analytics platform while acting as subject matter expert. Here, I wrote requirements and conducted user-approved testing. Accurately interpreted and evaluated customer feedback using quantitative and qualitative research/analysis of survey results. Moreover, I determined themes that introduced process improvements by launching analytics program.My key contributions included:• Verified adherence to proper quotas, criteria, and procedures by administering customer sampling process.• Enhanced customer experience by formulating “close-the-loop” case management process providing critical customer feedback directly to appropriate management for complaint resolution.

In this tenure,I performed tasks related to researching, planning, and executing continuous improvement initiatives as project manager. Provided claims subject matter expertise for project team during deployment of new claims handling platform. Moreover, I acted as business continuity coordinator for CCC & CE teams.My key contributions included:• Boosted management efficiency and clarified responsibilities within each level by implementing standard work within CCC management team.• Drove process improvement changes based on caller behavior by deploying new call tagging structure in customer relationship management system to pro-vide more “actionable” codes uncovering issues and trends.• Motivated teams by establishing metrics-based scorecards focus on performance-based incentives and promotions.• Achieved 10% year-over-year increase in collections amount without adding staff by facilitating value stream mapping within the subrogation unit.• Acquired exponential risk management improvements, anticipated expense reductions estimated at over $1M, and optimized claim cycle time through development of new claims processes involving use of third-party vendors.• Covered loss by managing claims involving loss of use and business interruption for identifying lost income or profit.• My prior experience included: Operations Analyst – Claims and Claims Representative at Grange Insurance.