Chief operating officer

Head of Operational Excellence Europe - COO:

- Define, develop and Deploy Transcom World Class Delivery Model for Client, People and Operational pillars. Based on Global Gold Standards: Client-centricity and Process-oriented Ways of Working, Operational Health Assessment definition and deployment, projects and services delivery calibration and success. Continuous Improvement culture deployment using effective strategies, training, coaching and mentoring of high performing teams (Operational Excellence Managers and POCs across European sites).- Leadership of the CoP T:PMO: Community of Practice of the Transcom Business Project Management Office at global level. Project Management best practices deployment across the organization.- Customer Experience improvement programs: new digital solutions, customer-related process automation and actionable insights generation from data analytics.

Business Support & Quality Director Iberia & Latam & Business Improvement Director Continental Europe:

Member of the Steering Committee and Regional responsible for the following areas:- Quality & Customer Experience:Total Quality Management System design, development and deployment of strategic business and support processes, Service Operations performance, Customer Experience Management, Digital Learning & Development programmes. Responsible for the Quality Standards certifications: ISOs and COPC.- PMO, Transformation & Consulting Services:New service design and implementation projects, Innovation and Digital Transformation programmes, Customer Experience and Contact Centre Management Consulting: Solution Design, Sales, project success and growth. Regional Portfolio Management. 
Planning & Reporting and Analysis: 
Workforce Management (Staffing, Scheduling and Tracking of workforce planning), Scorecard Definition and KPI reporting and analysis. Insight generation for stakeholders from first line managers to Executive members and clients.
High performing teams management.

Member of the Transcom Global Innovation Council and Global Sponsor for Customer Experience Advisory, in which, I lead and develop some of the value proposition services included in the portfolio.

Talent Director:

Client Transformation Strategies support: organizational structures with new consulting profiles identification, definition, research and selection. 

Induction / Training  programme definition for non management consulting profiles. 

Continuous Improvement Manager Southern EMEA:

Selected as member of the global Integration team when merging with Client Logic (2007). Global Management System development.
Design, development and deployment of the Continuous Improvement Program in Southern Europe. Operational Management System definition, training and coaching for deployment. Improvement projects management and execution (Lean Six Sigma). 

Head of Consulting Iberia:

Creation,  organization and development of the Consulting Area. Consultative Sales Responsible. Selection, Training and Development of the Consulting Team. Customer Experience and Client-Related processes consulting in industry sectors such as: Public, Software, Banking.

Process and Management Consulting projects in manufacturing and service industries: consultative sales (analysis phase),  approach design and execution of projects to achieve changes in operational performance for big international companies (telecom, automotive, industrial engineering etc.).
Hands-on work alongside all levels of the organizations with a team-based implementation approach and 3 levers of action: HR (People Solutions™), Processes and Management Operating System.