Gabrielle Lupacchino
Savannah,Georgia
Summary
A decade of experience driving operational transformation to deliver improved customer experiences and associate efficiency within financial service companies
Overview
7
7
years of professional experience
Work History
Director, Process Engineering Lead, Process Engineering Center of Excellence
Fidelity Investments
01.2023 - 01.2025
- Led redesign of inheritance journey as business architect for wealth transfer program; designed digital inheritance center capabilities and supporting service model to support Beneficiaries with self-service functionality and integrated support channels for retail and workplace asset transfer of ownership; partnered with front and back-office operations to define requirements for target operating model and decomposed business needs into product features designed in partnership with UX, architecture, product, and 20+ engineering teams to drive decreased cycle time and increased asset retention
- Oversaw lookahead strategy workstream managing the loss of a loved one program product roadmap driving the design and development of new product capabilities based on data-driven operational priorities; continuously partnered with 8+ lines of business to refine priorities and influence product output
- Managed program to design and deliver a secure and integrated two-way digital document exchange solution for the Retail business simplifying the associate experience and creating a unified experience for customers to collaborate with Fidelity; was subject matter expert on business processes and operational systems to define cross functional requirements, coordinate standard architecture design, and lead enablement across all operational lines
- Supported program efforts to procure new ECM system for Legal/Compliance functions; led competitor research and data collection across stakeholders to identify business needs and capabilities for various user persona types and drove business requirements to inform the RFP process and vendor selection
- Created product dashboard for 200+ Institutional sales reps to provide real-time transparency into investment products pricing and performance
Senior Manager, Process Engineering Lead, Process Engineering Center of Excellence
Fidelity Investments
01.2022 - 01.2023
- Directed service scale program and secured resources for developing digital capabilities integrating Salesforce, communication platforms, document management, workflow etc., streamlining case management servicing to reduce non-value add case administration activities and increase the overall ratio of cases to supporting service associates across the Retail business impacting 2,000+ reps
- Facilitated service model transformation to migrate and optimize operational account opening and money movement workflows from specialty customer service functions to processing centers of excellence to improve the cost to service transactions and reduce the associated error rates by 50%
- Created product marketing and business case for platform modernization effort; constructed business case for in-house digital workflow and automation platform with benefits model, development and migration plans to inform multi-year priorities for development roadmap and inventorying and assessing core operational processes for refresh or redesign needs to define migration plan
- Executed business architecture blueprints of core operation functions across the enterprise visualization alignment between key business outcomes, value streams, core journeys, organizational design, processes, and technology; led efforts to inform product roadmap and increase the effectiveness of an organization to utilize technology to drive transformations in support of strategic business objectives and KPIs
Senior Consulting Analyst, Advanced Process Solutions Business Architecture Center of Excellence
Fidelity Investments
01.2020 - 01.2022
- Created product marketing and business case for platform modernization effort; constructed business case for in-house digital workflow and automation platform with benefits model, development and migration plans to inform multi-year priorities for development roadmap and inventorying and assessing core operational processes for refresh or redesign needs to define migration plan
- Executed business architecture blueprints of core operation functions across the enterprise visualization alignment between key business outcomes, value streams, core journeys, organizational design, processes, and technology; led efforts to inform product roadmap and increase the effectiveness of an organization to utilize technology to drive transformations in support of strategic business objectives and KPIs
- Supported program efforts to procure new ECM system for Legal/Compliance functions; led competitor research and data collection across stakeholders to identify business needs and capabilities for various user persona types and drove business requirements to inform the RFP process and vendor selection
- Created product dashboard for 200+ Institutional sales reps to provide real-time transparency into investment products pricing and performance
Junior Consultant, Continuous Improvement
Invesco
01.2018 - 01.2019
- Supported program efforts to procure new ECM system for Legal/Compliance functions; led competitor research and data collection across stakeholders to identify business needs and capabilities for various user persona types and drove business requirements to inform the RFP process and vendor selection
- Created product dashboard for 200+ Institutional sales reps to provide real-time transparency into investment products pricing and performance
- Supported program efforts to procure new ECM system for Legal/Compliance functions; led competitor research and data collection across stakeholders to identify business needs and capabilities for various user persona types and drove business requirements to inform the RFP process and vendor selection
- Created product dashboard for 200+ Institutional sales reps to provide real-time transparency into investment products pricing and performance
Education
The Consultant's Toolkit Course Certification -
HARVARD DIVISION OF CONTINUING EDUCATION PROFESSIONAL DEVELOPMENT
Boston, MA01.2020
Bachelor of Science - Business Administration
GEORGIA INSTITUTE OF TECHNOLOGY
Atlanta, GA01.2017
Advanced Excel for Data Analytics Certification - undefined
GEORGIA INSTITUTE OF TECHNOLOGY PROFESSIONAL EDUCATION
Atlanta, GA01.2015
Skills
- Disciplines Process Reengineering, Business Architecture, Continuous Improvement, Process Improvement, Project Management, Change Management, Operational Excellence
- Methodology & Framework Gartner Business Outcome Driven Enterprise Architecture, TOGAF Business Architecture, Lean/Six Sigma, Agile, Design Thinking,Continuous Improvement
- Presentation & Design PowerPoint, Figma, Photoshop, Prezi
- Data Synthesis & Visualization Power BI, Snowflake, Tableau, Alteryx, Excel, Visio, BPMN Camunda
- Project Management & Collaboration Mural, Miro, Jira, Kanban, Confluence, SharePoint, Teams, Slack
Timeline
Director, Process Engineering Lead, Process Engineering Center of Excellence
Fidelity Investments
01.2023 - 01.2025
Senior Manager, Process Engineering Lead, Process Engineering Center of Excellence
Fidelity Investments
01.2022 - 01.2023
Senior Consulting Analyst, Advanced Process Solutions Business Architecture Center of Excellence
Fidelity Investments
01.2020 - 01.2022
Junior Consultant, Continuous Improvement
Invesco
01.2018 - 01.2019
Bachelor of Science - Business Administration
GEORGIA INSTITUTE OF TECHNOLOGY
Advanced Excel for Data Analytics Certification - undefined
GEORGIA INSTITUTE OF TECHNOLOGY PROFESSIONAL EDUCATION
The Consultant's Toolkit Course Certification -
HARVARD DIVISION OF CONTINUING EDUCATION PROFESSIONAL DEVELOPMENT
INTERNSHIPS
- INVESCO INVESTMENT MANAGEMENT | Continuous Improvement Intern
- Acquired proficiency in process improvement methodologies and tools; focused on problem definition and process measurement and analysis utilizing SIPOC, value stream/process mapping, pareto, cause and effect, MECE, etc., applying structured approaches to operational diagnosis and solution design to various internal consulting initiatives across Asset Management, Marketing, Pricing, Regulatory, and Legal/Risk/Compliance
- Created Continuous Improvement and Design Thinking training for internal certification program to promote a continuous improvement mindset across the organization and equip associates with the skillset necessary to baseline current state and drive people, process, policy and technology changes
- MERRILL LYNCH, PEIRCE, FENNER, & SMITH | Global Wealth & Investment Management Intern
- Formalized day to day prospecting and customer servicing activities for local investor center
- BANK OF AMERICA | Operations Management Analyst Program Process Analyst Intern
- Developed real-time reporting to provide total cost of ownership transparency for digital payment products to help manage run time cost
- COOPER GLEN PC, CPA| Accounting Intern
- Automated accounting processes to reduce manual effort and improve reporting accuracy for firm's book of business
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