Carlos García molina

CIO

Madrid, Spain

Experience

Feb 2023 - Jun 2023
5 months

CIO

Europ Assistance

  • Led the IT department to achieve complete digitalization.

  • Key initiatives included:

  • Development of a customer service bot integrating Genesys, WhatsApp, and Dialogflow.

  • Executed data analysis in Azure Data Lake.

  • Implemented RPAs using UiPath and MuleSoft RPA.

  • Reduced IT budget from €14M to €9.7M.

Aug 2019 - Present
6 years

Senior IT & Business Project Manager/ Program Manager/ interim CIO & CTO

Freelance IT

  • Provided advice and project management solutions across various sectors and environments.

  • Delivered recent projects including:

  • B2B portal for an industrial multinational in EMEA, integrating SAP as ERP.

  • E-learning solution for a dairy product manufacturer.

  • Creation of a Transformation Office for an insurance company.

Feb 2018 - Aug 2019
1 year 7 months

Chief Operating Officer (COO leading digital transformation)

IMA

  • Spearheaded digital transformation and change management for operations in Spain and Portugal, providing 24/7 services in English, Spanish, French, and Portuguese for global customers in Auto, Home, Healthcare, and Travel sectors.

  • Member of local Board.

  • Achievements:

  • Designed a strategic plan for automating business processes using semantic voice recognition (NLP – Lex AWS), omnichannel contact center with ASR/TTS (Nuance), BPM (Bonita Soft) and RPA (Nice).

  • Rolled out MS Power BI as a complementary analytical and reporting tool to Business Objects.

  • Implemented a multimedia e-learning system.

Jul 2015 - Sep 2017
2 years 3 months

Head of Operations

AEGON

  • Oversaw back-office teams (184 FTEs including consultants and temporary staff) handling operations in Pension funds, Life, Disability, Home, P&C, and Health insurance.

  • Managed a €8M budget (excluding FTE costs), handling over 2.6M operations monthly, supporting 915K customers across Direct, Agents, Brokers, Branch offices, and Bancassurance (Banco Santander and Liberbank).

  • Key accomplishments:

  • Designed and implemented a back-office strategic plan to enhance effectiveness, service quality, people management, and customer experience.

  • Increased operation effectiveness by 47.2% between 2015 and 2017 through Lean Management and digitalization of processes.

Jul 2009 - Mar 2015
5 years 9 months

Service Operations Director and IT Director

Cigna

  • Dual role: IT Director (CIO) and Service Operations Director (COO).

As Information Technology Director (CIO):

  • Led Cigna's Digital Transformation initiatives including web portal, delivery of SMS, emails, electronic documents, and reimbursement claims.

  • Achievements:

  • Designed and implemented IT Strategic Plan.

  • Introduced IT Governance model based on project management methodologies, SLAs, and KPIs.

  • Implemented Big Data and Business Intelligence solutions.

  • Created an omnichannel platform using Salesforce (CRM) and Hermes-Vocalcom tools.

  • Led roll-out of the alliance between Cigna and ING NN in Spain.

  • Established a BPM tool for business process management, KPIs, and SLAs tracking.

As Service Operations Director (COO):

  • Improved productivity by 48% during the last three years while maintaining over 99.5% quality.

  • Managed operations involving handling 1.4M claims per year with a total cost of €59M and overseeing 28K network providers.

  • Highlights:

  • Built a multilingual back-office center delivering worldwide customer support.

  • Reduced backlog by 78% within four years achieving 'zero backlog' multiple times.

  • Developed Fraud Prevention and Detection Unit and Claims Recovery Costs Unit.

  • Delivered SLA-driven outcomes including enrollment fulfillment in under 24 hours, dispatching policy documents within 48 hours, reimbursements processed in under 3 days, payments to providers within 10 days, and abandonment rates below 4% in the call center.

Feb 2007 - Mar 2009
2 years 2 months

Organization and Information Systems Director

AstraZeneca

  • Directed IT and organizational transformation as IT Director for a team of 50 FTE.

  • Managed an IT budget of €6M.

  • Key contributions:

  • Designed and implemented an IT Strategic Plan (Siebel as CRM, SAP as ERP, Documentum, Business Objects, Cognos).

  • Established IT Governance model with a services catalog and SLAs.

  • Deployed mobility solutions enabling 700 sales agents through VPN, smartphones, and 3G technology.

  • Coordinated corporate IT adoption for CRM and data warehouse projects.

Feb 1997 - May 2006
9 years 4 months

South Europe Information Systems Director

Serono

  • Held multiple positions:

  • South Europe IT Director (Jun 2002 - May 2006).

  • Iberian Peninsula IT Manager (Oct 1999 - Jun 2002).

  • IT Manager of Serono Spain (Feb 1997 - Oct 1999).

  • Primary responsibilities included designing IT Strategic Plans, managing multicultural teams, overseeing insourced and outsourced resources.

  • Managed IT budget of €3.5M.

  • Achievements:

  • Executed IT SSC (Shared Services Center) for Spain, Greece, and Portugal.

  • Implemented sales operation tools with Siebel.

  • Oversaw MRP tool implementation (Oracle Manufacturing).

  • Migrated financial systems to Oracle Financials.

  • Rolled-out SE Datawarehouse based on Cognos.

  • Helped design and implement IT Policies & Procedures.

  • Enhanced network and telecom via VPN, IP tools, SAN, and backups.

  • Delivered ISO certifications for ERP and IT compliance (ISO 9001:2000, GMP, etc.).

  • Published several web portals for various business lines and Therapeutic Areas.

Jun 1991 - Feb 1997
5 years 9 months

IT Project Manager

Intercaser (Skandia)

  • Managed IT projects for individual businesses, specifically Life and Pension Funds.
Mar 1990 - Jun 1991
1 year 4 months

IT Project Lead

MERCO (Mercados en Origen S.A.)

Sep 1989 - Mar 1990
7 months

Analyst

O.Sys Informática

Feb 1988 - Sep 1989
1 year 8 months

Analyst - Programmer

S.A.I.S.

May 1987 - Feb 1988
10 months

Programmer

Seresco Asturiana S.A.

Summary

Business oriented Freelance IT with extensive experience as interim CIO, CTO, Program Manager and Senior Project Manager. Great capacity to adapt to different industries: Materials for construction, irrigation, manufacturing of dairy products, BPO services, Insurance, Pharmaceutical industry … Broad experience in using technology to digitize and transform processes, generating business growth, improving cost efficiency, operational quality, as well as customer experience in multinational organizations. Computer Science engineer who brings himself continuously up to date on latest technological and methodological trends.

Languages

Spanish
Native
English
Advanced
Portuguese
Elementary

Education

UNED

Computer Science · Madrid, Spain

Seresco

Master of Analysis and Structural Design · Analysis and Structural Design · Ottawa, Canada

Oviedo

Computer Science · Oviedo, Spain

Certifications & licenses

ITIL

BS 7799:2002

ISO 9001:2000 certification

21CFR11

GMP

ISO17799

SOX