Principal Associate, Process Manager - Client Engagement & Issue Resolution
Core
Design and implement AI-driven automation flows to identify, analyze, and remediate systemic issues in the customer payments ecosystem, translating complaints into quantified business cases for product prioritization.
Role type
Principal Associate, Process Manager (Client Engagement & Issue Resolution)
Builds
AI automation workflows for complaint intake and root cause analysis; quantified business cases for product improvement.
Domain
Financial Services / Payments / Customer Experience
Deliverable
production ML models | product features | dashboards & analysis
Required skills
Project management, process engineering, data analysis, complaint resolution, operational risk mitigation, payments ecosystem knowledge, stakeholder negotiation, root cause analysis, business case quantification.
Preferred skills
Lean, Agile, Six Sigma, Business Process Management, ServiceNow, GRC applications, AI tool utilization (e.g., Google Gemini).
Technologies
ServiceNow, GRC applications, Google Gemini.
Responsibilities
Sift through customer emails and ServiceNow tickets to flag complaints and systemic issues; devise and utilize AI automation flows for intake and root cause analysis; perform hands-on remediation and drive forward-moving project plans; log anomalies into GRC applications and translate problems into quantified business cases; analyze complaint data to drive process enhancements; audit and optimize client engagement and intake tools; lead process improvement work and maintain formal documentation.
Seniority
Principal, hands-on IC with strategic impact