Manager of Support and Services

• Oct 2021 - Present

Program Manager Latam

• Oct 2019 - Sep 2021

• Managed multiple complex projects, ensuring successful delivery on time, within budget, and meeting quality standards for insurance and finance companies in Latin America. • Effectively managed vendors and suppliers throughout all project phases, resulting in an average cost savings of 10%. • Introduced innovative approaches to improve project performance, resulting in a 15% increase in efficiency. • Provided leadership and guidance to cross-functional project teams, resulting in successful outcomes for all projects. Show less

MANAGER OF SUPPORT & SERVICES LATAM

• Apr 2013 - Sep 2019

• Successfully managed a team of professionals and led multiple end-to-end IT projects for the top 5 banks in Brazil, overseeing sales support, customer support, and professional services across Latin America for Eccox Technology. • Controlled project cost, effort, scope, risks, and people by using Agile and Waterfall methodologies. • Managed the Software Lab Development Team, overseeing the software development process from requirements gathering to deployment using .NET, Java, JavaScript for cloud and COBOL, Assembler, DB2 for z/OS environments using an Agile approach (Scrum). • Delivered innovative solutions for the main clients in the financial sector in Brazil, leading to recognition by three eFinance awards. • Led teams to ensure excellent results in application performance, workload, data management, test quality process management, and mission-critical processing. • Established strong business relationships with customers, leading to optimal revenue generation through excellent customer service. Show less

PROGRAM MANAGER

• Apr 2012 - Mar 2013

Provided executive level support to programme management office team for business continuity and process problem resolution, including customer services, IT risk management, and IT audit processes. Defined and updated project management processes, standards and governance, assisting project managers on large projects, contributing to quality reviews, and co-ordinating activities in support of quality objectives. Prepared consolidated material from project reports for monthly review. Provided executive level support to programme management office team for business continuity and process problem resolution, including customer services, IT risk management, and IT audit processes. Defined and updated project management processes, standards and governance, assisting project managers on large projects, contributing to quality reviews, and co-ordinating activities in support of quality objectives. Prepared consolidated material from project reports for monthly review.

MANAGER OF PROFESSIONAL SERVICES

• Feb 2008 - Mar 2012

Led client implementation service delivery providing management and oversight of implementation projects and staffing including project assignments, capacity planning and project profitability. Collaborated with sales team in Latin America to qualify, scope, and prioritise opportunities to ensure adequate project backlog exists to sustain the business. Headed entire operations of business operations, including planning, budgeting, staffing, personnel and infrastructure, building professional services for BPO, special projects, system development, SaaS (Software as a Service), and ERPs deployments. Show less

MANAGER OF SUPPORT AND SERVICES LATAM

• Aug 2002 - Dec 2007

Ran ASG operations in Latin America for Sales Support, Customer Support and Professional Services (sales, account management, vendor/partner management, customer support, staffing, infrastructure and accounting). Supported company headquarters to deliver professional services overseas (USA, Mexico, Puerto Rico, Argentina, Venezuela, South Africa, and Singapore) driving revenue and actively identify opportunities and assist colleagues, regionally and globally sharing advanced opportunities through the use of effective consultative selling techniques. Show less

PROGRAM MANAGER

• May 2000 - Aug 2002

Developed, structured and delivered new business services, coordinating project managers and senior consultants team (+90) and partners’ teams (+15) for Latin America for complex systems deployments such as Balanced Scorecard, ERP, Supply Chain, HRMS & CRM. Developed, structured and delivered new business services, coordinating project managers and senior consultants team (+90) and partners’ teams (+15) for Latin America for complex systems deployments such as Balanced Scorecard, ERP, Supply Chain, HRMS & CRM.