Job Description

The Process Engineer Specialist analyzes, improves and standardizes Customer Operations processes to make them efficient, customer-focused, controlled and ready for automation, chatbot integration and data-driven monitoring.

The role maps processes, identifies problems and simplifies customer journeys to reduce waste, rework, delays and handoffs.

Working with Automation, Digital, Reporting and Data Science teams, the specialist maintains documentation, business rules and controls, and ensures processes are stable before automation.

The role supports implementation and tracks improvements in cost per transaction, first-contact resolution, SLA compliance and process risk.

Key Accountabilities

A. Process Discovery & Analysis

· Map current end-to-end Customer Operations (COPS) processes using workshops, interviews, observation and Process Mining logs.

· Measure cycle time, rework, handoffs, waiting time, SLA breaches and