CI Subject Matter Expert

Tasks

• Act as the primary point of expertise for the assigned process area, providing guidance to operational teams, stakeholders and business partners.
• Maintain strong end-to-end process knowledge, including relevant procedures, controls, systems, dependencies and best practices.
• Support the resolution of complex operational issues, escalations and process exceptions, including root-cause analysis and preventive actions.
• Maintain accurate process documentation, standard operating procedures and training materials, while facilitating knowledge sharing and capability development.
• Monitor process performance, service quality, operational risks and recurring issues to identify trends and improvement opportunities.
• Act as a key Continuous Improvement change driver within the process area, proactively identifying, assessing and prioritizing opportunities for process simplification, standardization, quality improvement, efficiency and enhanced customer experience.
• Manage and coordinate Continuous Improvement initiatives within the assigned process area end-to-end, from opportunity identification and problem definition through solution development, implementation, benefit tracking and sustainability.
• Collaborate closely with the Continuous Improvement Tower, Process Owners, operational teams, technology teams and other stakeholders to shape and deliver improvement, automation, digitalization and transformation initiatives.
• Ensure implemented improvements are embedded into daily operations and that expected outcomes and benefits are monitored and sustained over time.