IT Project Management Office Director

Lead strategic and transformation projects for the bank, including the creation of an SAP office for SAP improvement management, operational continuity, proactive platform monitoring, and annual releases.

Manage external vendors, development requests, technology purchasing, supplier payment tracking, and CAPEX/OPEX budgets. Established project KPIs, executive reporting, dashboards, and Smartsheet-based controls for project teams and software factory operations.

Built the technology PMO and a regulatory affairs PMO to manage initiatives with authorities and industry organizations. Implement Agile and waterfall methodologies across a portfolio of more than 150 projects while coordinating technology talent and culture activities.

Defined and designed implementation strategies for operational and support processes across operational business areas.

Implemented a help desk and securities operations control model, NOM-035 compliance activities, continuous improvement plans, support and monitoring processes, and process automation projects.

Created the strategy and operating model for a first-level support function.

Directed service quality, process, operations support, and internal customer service quality assurance teams. Developed improvement strategies for critical operating processes that positively impacted NPS.

Designed and implemented support and service improvement models for operational areas. Led the reengineering and consolidation of operational processes following the Iusacell, Nextel, and AT&T integration.

Established a project management office and KPI frameworks for customer service call centers, stores, projects, and staff functions.

Led corporate projects and business continuity planning initiatives for the Mexican Stock Exchange group.

Implemented project management methodologies for BMV companies and managed initiatives and Bursatec applications to support transactional banking operations.

Created process management and continuous improvement capabilities.

Coordinated nationwide corporate projects involving customer service centers, stores, automation, BSCS IX, privacy compliance, and CRM initiatives across more than 400 points of sale.

Managed CRM and automation for post-sales service, customer affiliation, retention, and loyalty processes.

Led business process reengineering, business requirements, risk mitigation plans, PMBOK-based project management, feasibility analysis, ROI evaluation, and budget coordination for high-impact operational continuity projects.

Managed client project portfolios covering software, infrastructure, CRM, and communications initiatives.

Led quality assurance, work planning, knowledge management, and project budget administration at the management level. Developed strategies for finance, administration, sales, customer service, call center, operations, and payments functions.

Implemented ISO 9000 practices and performed quality audits to improve service delivery and client quality standards.

Managed projects and led business process reengineering initiatives.

Planned and prepared the organization for ISO 9000 certification. Implemented promotional, advertising, corporate image, trademark registration, customer loyalty, and retention campaigns.

Completed and earned degree in Administrative Informatics.

Completed and earned an MBA in Administration with a specialization in human resources retention.