Ithr Group

Senior Process Architect – Credit Card Operations (Consulting Engagement)

Location: Las Vegas preferred • West Coast or Arizona considered

My client is leading a major transformation programme for a top‑tier US credit card issuer, focused on building a unified case management platform across the entire back‑office operation.

To support this engagement, we’re seeking a Senior Process Architect who can take ownership of end‑to‑end process design, drive discovery at scale, and translate operational workflows into platform and integration requirements.

This is a hands‑on architecture role - ideal for someone who thrives in complex environments, challenges legacy processes, and can bridge operations, technology and executive stakeholders.

• Lead discovery workshops across 11 operational domains, capturing current‑state processes, exceptions, SLAs and system touchpoints.
• Own and redesign ~400 L2 processes across fraud, disputes, collections, servicing, payments, originations and FCRA/compliance.
• Translate process designs into workflow states, routing rules, SLA clocks and functional specifications for the case orchestration and rules engines.
• Define integration requirements across 28+ backend systems, including API contracts, event triggers and data models.
• Apply prioritisation scoring to build a validated, executive‑approved backlog.
• Engage senior stakeholders (COO, CIO, CFO) with board‑ready discovery packs and sign‑off sessions.
• Convert operational KPIs (AHT, STP%, Cost/Case, TAT) into measurable design requirements.
• Manage the master process inventory across current‑state, future‑state and build progress.

Experience

• 10+ years in process architecture, business analysis, or operational transformation.
• Deep expertise in credit card or consumer lending operations (fraud, disputes, collections, servicing, payments,FCRA). Strong understanding of Reg E, Reg Z, FCRA, SCRA, FDCPA, CFPB.Experience designing processes for Pega, Appian, or equivalent case management platforms.
• Skilled in Visio/Lucidchart/draw.io and large‑scale discovery (100+ processes).
• Comfortable facilitating VP/SVP‑level workshops.
• Strong commercial awareness - able to build and validate Green $ savings cases.
• Desirable experience with TSYS, FDR/First Data, Hogan, FIS.Bureau interfaces: e‑OSCAR, Metro 2, ACDV/AUD.Collections workbench + bankruptcy workflows.
• Six Sigma Green/Black Belt.Celonis or process mining exposure.

You’ll be working directly with my client on one of the largest case‑management transformations in the US cards industry - shaping the future operating model for millions of customers and thousands of agents.

If you’re a senior process architect with deep cards domain expertise and a passion for redesigning complex operations, my client would like to speak with you.