interim CIO, PMO, Senior Project Manager

I led the IT department with the objective of finishing digitalization: Customer service bot: Genesys + WhatsApp + Dialogflow. Data analysis in Azure Data Lake. RPAs: UiPath and MuleSoft RPA (not only as an API manager). IT budget reduction from €14M to €9.7M.

Digital transformation and change management of Operations in Spain and Portugal. Providing 24/7 services in English, Spanish, French and Portuguese to customers of Auto, Home, Healthcare and Travel, both in the Iberian Peninsula and globally. Member of local Board.

• Designed strategic plan to automate business processes using semantic voice recognition (NLP – Lex AWS), omnichannel contact center with ASR/TTS (Nuance), BPM (Bonita Soft) and RPA (Nice). Executed first phase.
• Rolled out MS Power BI as a complementary tool of Business Objects to achieve a better visual analysis and reporting and implemented a multimedia e-Learning system.

Led a team formed by 65 FTE. Member of local Board. Report to General Manager.

As Information Technology Director (CIO): Led Cigna Digital Transformation (web portal, delivery of SMS, emails, electronic docs, reimbursement claims through web portal, electronic network provider book…) to both increase customer satisfaction and reduce operating costs.

• Designed and implemented IT Strategic Plan.
• Introduced IT Governance model based on: Project Management methodology, SLAs, and KPIs.
• Implemented Big Data and Business Intelligence solutions.
• Created an omnichannel platform using Salesforce (CRM) and Hermes-Vocalcom (Contact Center) tools, to support Customer and Sales Call Centers.
• Led Roll out of alliance in Spain between Cigna and ING NN both from a technological and operational level.
• Built and kept continuously updated a BCP, performing 2 real tests per year.
• Established a BPM tool to manage business processes, set up KPIs and SLAs follow up.

As Service Operations Director (COO): Drove consistent and more integrated performance standards with 48% increase in operations productivity during last 3 years, while maintaining quality higher than 99.5%, handling 1.4M claims per year, total cost of €59M and managing 28K network providers.

• Built a multilingual back-office center to deliver customer support worldwide.
• Reduced backlog up to 78% in 4 years achieving 'zero backlog' several times.
• Designed and implemented the Fraud Prevention and Detection Unit and Claims Recovery Costs Unit.
• Set up policies enrolment and fulfillment in less than 24 hours, dispatched policies T&C documents in less than 48 hours, customer's reimbursement in less than 3 working days, payment to network providers in less than 10 days and Call Center abandonment calls less than 4%, all these in accordance with customer's SLAs.

Positions included (all them with a dotted line to Serono Group CIO):

• South Europe IT Director. Reported to Vice-President of SE Region (Jun 2002 - May 2006)
• Iberian Peninsula IT Manager. Reported to General Managers (Oct 1999 - Jun 2002)
• IT Manager of Serono Spain. Reported to Finance Director (Feb 1997 - Oct 1999)

Main functions: Designed and implemented an IT Strategic Plan. Led a multi-cultural IT Team. Managed insourced (20 FTE) and outsourced resources to execute projects, both at a national and a multinational level. Managed IT budget of €3.5M. Continuous negotiations with IT vendors - Corporate (Serono Group) and third parties (local and global ones).

Achievements:

• Implemented IT SSC (Shared Services Center) for Spain, Greece and Portugal.
• Computerized sales operations – allowing Sales Reps to report back to home office – conducted through Siebel.
• Proposed and oversaw the MRP tool (Oracle Manufacturing) implementation in one of the main Spanish plants.
• Migrated finance system - developed in-house in AS/400 - to a new standard ERP (Oracle Financials).
• Implemented Business Intelligent solution: SE Datawarehouse based on Cognos.
• Assisted Corporate IT Management in the design and further implementation of IT Policies & Procedures.
• Obtained the ISO 9001:2000 certification for IT and other quality and compliance certifications such as GMP, 21CFR11, SOX, ITIL, ISO17799 and BS 7799:2002.
• Enhanced network and telecom systems in South Europe region through IP voice tools, VPN connectivity, Storage Area Network and Virtual Library Backup.
• Designed and published several web portals for all business lines and Therapeutic Areas.