• Evaluate, map, and design business workflows and client journey maps. • Facilitate process mapping sessions and maintain systemic documentation, including version control and approvals. • Provide expert consultation with operational leaders to identify and implement automation opportunities and continuous improvement initiatives using Lean Six Sigma methodologies. • Lead change impact assessments, stakeholder engagement, and readiness activities. • Coordinate approval processes and facilitate adoption through communication, training, and hypercare support. • Collaborate with teams to develop test cases, support UAT, troubleshoot issues, and ensure seamless integration of changes across service lines. • Define KPIs/SLAs, develop control plans, and track ROI to ensure long-term success and sustainability of implemented changes. • Create and distribute monthly updates on process/tool changes, maintain change records and schedules, and reinforce best practices across operations.