Palak Jain
Bangalore
Summary
Process Engineer with expertise in business process management, control assessment and automation, process improvement opportunities identification, and digital transformation. Skilled in Lean Six Sigma methodologies, project management, and business process re-engineering to drive efficiency and operational excellence. Committed to fostering continuous improvement and delivering impactful results.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Process Engineer
Wells Fargo
Bangalore
08.2022 - Current
- Supporting the Risk and Control Self-Assessment (RCSA) initiative as Service Modeler for multiple business lines, including Auto, Cards and Merchant Services, Marketing, Shared Services, and Home Lending
- Leading the Paze (digital wallet) launch to merchant engagement, designing key business processes such as onboarding, implementation, post-launch servicing, and compliance.
- Developing performance metrics to track success and implement corrective measures to align with business targets
- Supported the Merchant Mailbox transformation to PEGA engagement by mapping 48 mailboxes using SIPOC methodology for data collection, data analysis, identifying efficiency opportunities, and proposing an optimized future-state process flow in PEGA.
- Transformed the technical architecture of two critical BILT processes, facilitating their future automation via API, enhancing end-to-end process visibility, and enabling control teams to implement risk management measures.
- Conduct Control and Risk Assessment Framework for Transformation (CRAFT) reviews for Auto RAU and Credit Bureau Furnishing RAU, and identified four automation opportunities to improve control effectiveness and transition from manual to automated control execution.
- Proposed and initiated the development of the BPM structure for the newly formed Co-brand Cards line of business, collaborating with leadership to establish foundational process frameworks.
- Achievements: 1. Completed RCSA for two RAUs, and annual refresh for two RAUs. 2. Four control automation and two process improvement opportunities were identified.
Senior Process Improvement Specialist
IQVIA (Q2 Solutions – BioA, ADME & Vaccines Group)
Bangalore
12.2019 - 08.2022
- Managed projects for strategic operations, delivering solutions to enhance operational productivity and efficiency
- Led the implementation of IDBS & PlanView projects across 4 sites in the USA and 1 in China
- Provided SME-level support for technology-driven strategic initiatives
- Conducted process re-engineering and Lean Six Sigma analysis, ensuring quality deliverables
- Developed process workflows and implemented post-go-live support for sustained efficiency
- Achievements: Reduced pipette count by 40% at one site and 15% at another; Successfully implemented Phases 1 & 2 of the IDBS project
Business Process & Strategy Consultant
Transmorphe Management Consultant
Bangalore
07.2019 - 12.2019
- Developed critical business processes for project sales, delivery, and quality assurance
- Conducted organizational restructuring to define roles, responsibilities, and objectives
- Provided project management consulting, overseeing project prioritization and resource allocation
- Achievements: Improved project visibility for management; Implemented incentive schemes for development teams to drive performance
Deputy Manager – Business Excellence
Mahindra First Choice Services
Mumbai
09.2016 - 10.2018
- Designed and documented efficient workflow processes across multiple business functions
- Conducted inter-departmental quality audits and risk assessments
- Assisted the CEO in strategic initiatives and new projects
- Achievements: Certified ISO 9001:2015 QMS Internal Auditor; Led major process restructuring and training initiatives; Developed warehouse operation manuals and provided process training
Senior Executive – Business Process Excellence
L&T Financial Services
Mumbai
01.2014 - 09.2016
- Documented workflow processes for retail operations
- Developed automated exception reports and performed quality assurance audits
- Achievements: Reduced refund processing errors from 21% to 2%; Automated exceptional transaction reports
Education
Master of Business Administration (MBA) - Marketing
Prestige Institute of Management and Research (PIMR)
Indore, DAVV01.2014
Bachelor of Business Administration (BBA) - Human Resources
Shri Vaishnav Institute of Management (SVIM)
Indore, DAVV01.2012
Skills
- Business Process Management & Optimization
- Data analysis
- Project & Change Management
- Process Automation & Digital Transformation
- Business Process Re-engineering
- Vendor & Stakeholder Management
Certification
- Lean Six Sigma Green Belt & Black Belt Certified
- Certified ISO 9001:2015 QMS Internal Auditor
- Harvard Manage Mentor Course – Mahindra Leadership University (2018)
Awards
- 1st Place – Business Plan Competition (SVIM, 2012)
- 2nd Place – Ad-Mad Show Competition (SVIM, 2010)
- Completed Standard Chartered Mumbai Half Marathon (2016)
- Anchored MFCS National Summit (2017)
References
References available upon request.
Timeline
Process Engineer
Wells Fargo
08.2022 - Current
Senior Process Improvement Specialist
IQVIA (Q2 Solutions – BioA, ADME & Vaccines Group)
12.2019 - 08.2022
Business Process & Strategy Consultant
Transmorphe Management Consultant
07.2019 - 12.2019
Deputy Manager – Business Excellence
Mahindra First Choice Services
09.2016 - 10.2018
Senior Executive – Business Process Excellence
L&T Financial Services
01.2014 - 09.2016
Master of Business Administration (MBA) - Marketing
Prestige Institute of Management and Research (PIMR)
Bachelor of Business Administration (BBA) - Human Resources
Shri Vaishnav Institute of Management (SVIM)
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