Khushbu Soren

Project: Discover Home Loans (July 2023 - November 2025)

• Spearheaded Change Management Practice for DHL ensuring Change Strategy & Planning, Stakeholder Engagement, Communication & Training, Change Implementation, maintaining RAID Logs, overseeing Sustainability & Continuous Process Improvement.
• Content development and process documentation efforts to support the Servicing and Originations Control Testing teams, ensuring accuracy, clarity, and alignment with regulatory and compliance requirements.
• Actively supported process improvement initiatives, identifying gaps in documentation and workflow, and collaborating with internal stakeholders to streamline procedures and enhance control effectiveness.
• Partnered with cross-functional stakeholders to deliver Monthly and Quarterly Business Reviews (MBR/QBR) providing insights into operational KPIs, audit readiness, and performance trends.
• Aggregated, analyzed, and visualized operational data from various Tableau dashboards, SharePoint sources, and internal tools to support reporting and performance insights.
• Worked cross-functionally with teams to gather key metrics and reporting for Client on below metrics:
• Call Monitoring & Quality Management System (QMS)
• Internal & External Audits and Regulatory Exams
• Control Execution & Effectiveness
• Issue Management, Risk Mitigation & Remediation Activities
• Ensured alignment and consistency in process documentation, reporting, and communication across multiple business units and compliance stakeholders.

Project: MasterCard (Aug 2022 - June 2023)

Implementation Project Manager

• Supported project management standards, documentation, SOPs, and training materials; led kickoff calls to discuss project lifecycle and operations.
• Partnered with internal and external PMO stakeholders to ensure deliverables, monitored expenses for cost efficiency, and implemented risk/issue mitigation plans, maintain RAID Logs.
• Managed end-to-end implementations for partner banks and processors, guiding project management approaches for Mastercard products and services across Europe.
• Handled complex, bulk, and parallel projects simultaneously; provided regular updates via emails/meetings, ensuring smooth production transition.
• Coordinated with banks/customers on timelines, resolved exceptions with business leads, and ensured seamless business delivery.
• Used Project management tools like JIRA, MS Projets, Podio, DOMO ServiceNow etc and methodologies to investigate, analyze, and execute project requirements.
• Consistently completed requests within stipulated timelines, driving high CSAT in customer VOC surveys.
• Facilitated requirement gathering sessions to align client needs with system capabilities.
• Analyzed implementation processes to identify improvement opportunities and enhance efficiency.
• Maintained open lines of communication with clients throughout the entire project lifecycle, fostering trust and positive working relationships.

• Develop positive relationships with Business & Leads, and teams to enable the PMO to provide support including facilitation, tracking and reporting on projects, and training.
• Prepare presentations and training content related to operating procedures for kick-off calls to clients to discuss project timelines, procedures, teams involved, cost analysis, coordination, Pre and Post delivery of the project.
• Manage service communication for patches/deployments through SharePoint and weekly emails for projects and assignments.
• Manage workflow scheduling; collaborate on the design and testing of documentation templates and support emergency department information systems
• Manage backlogs by timely updating ERP to keep track of project timelines
• Ensure that HIPAA regulations are followed.
• Provide resolution support to clients using software, while complying with HIPAA regulations.
• Analyze, update, and improve internal/external knowledge base guides such as job aids and sample UAT materials.
• Create procedures, functions, and packages for moving the data from the staging area to data in production.
• Analyze and resolve billing edits on billed/unbilled accounts, verifying orders for clients.
• Perform quality reviews of projects to ensure accurate and timely updates from project registration to project closure.
• Develop test plan, and acceptance scripts, coordinate UAT execution; provide daily and weekly test status and defect reports.
• Developed comprehensive training materials for end-users to ensure effective software adoption.
• Collaborated with cross-functional teams to streamline project deliverables and timelines.

• Develop strategic policies and programs for corporate partners
• Handle and oversee global process operations
• Proficient in CTM/GDS systems
• Manage relationships with partners and vendors
• Negotiate contracts with service providers
• Ensure compliance in all aspects of procedures
• Drive continuous improvement programs

• Managed corporate operations and vendor coordination.
• Developed expertise in stakeholder communication and operational compliance.