RASHMITA BARUAH

• Led stakeholder interviews and process walk-throughs to identify pain points, handoff breakdowns, and control gaps in end-to-end workflows, improving cross-functional collaboration.
• Led workstreams end-to-end, aligning stakeholders, managing timelines, and driving team culture through influence.
• Developed current-state and target-state process maps in BPMN 2.0 and Visio/Signavio, ensuring scalable documentation for ongoing process improvements.
• Leverage LLM Suite and GitHub Copilot to accelerate analysis, documentation, and solution design with safe human-in-the-loop controls.
• Supported UAT, testing, and rollout, tracking KPIs to enhance user adoption and sustain benefits.

• Partner with cross-functional teams to design target-state processes for robotic process automation initiatives aligned with business objectives.
• Apply Lean Six Sigma methods to support continuous improvement efforts and drive measurable outcomes.
• Collaborated with business units to simplify processes during discovery, identifying opportunities for enhanced efficiency and effectiveness.
• Review automation feasibility with the card automation team, assessing potential impacts and benefits.
• Tracked and reported progress on process-improvement initiatives, providing insights and recommendations to stakeholders.
• Create and update process-change documentation to support transparency and knowledge sharing across the organization.

ATM Claims & Exceptions Services (Dec 2017 - Aug 2022)

• Supervised a team of 20 analysts in ATM claims settlement, ensuring timely processing and closure.
• Achieved an average of 95%+ in manager effectiveness scores in employee opinion surveys, reflecting strong leadership.
• Resolved customer complaints promptly, contributing to sustained customer satisfaction.
• Assisted in the hiring process by conducting interviews and making recommendations for new hires.

Exceptions & Returns (June 2015 - Dec. 2017)

• Managed a team of 25 in fraud review and returns operations.
• Conducted monthly business reviews with senior management.
• Monitored staff performance and provided feedback for improvement.

• Led a team of 15 in validating sales and inventory data for APJ channel partners.
• Coordinated work assignments and ensured quality control while overseeing people management activities.
• Executed KAIZEN initiatives that enhanced process efficiency.

• Responsible for EMEA post-sales data collection and validation.
• Developed process documentation, including procedure manuals, user guides and job aids.
• Created and maintained training documents, SOPs, and checklists.