Senior IT Delivery & Operations Manager with 17+ years of experience leading enterprise programs and CRM transformation initiatives across Financial Services and regulated environments. Proven track record delivering end-to-end technology portfolios, driving digital transformation and innovation, and creating measurable business value through scalable solutions, including Salesforce.Experienced in Agile, Scrum, Hybrid, and Waterfall environments, with a strong focus on governance, stakeholder alignment, and value-driven execution. Skilled at translating business needs into customer-centric technology solutions and leading cross-functional teams to deliver predictable outcomes at scale.
Certifications
Professional Background
CRM & Salesforce TransformationEnterprise CRM transformation across Salesforce Sales Cloud, Service Cloud and Financial Services Cloud, covering Customer 360, sales processes, customer engagement, campaigns and enterprise integrations.Core Banking, Payments & Digital BankingMission-critical banking transformation involving Core Banking, IBM AS/400, IBS/ICS, SWIFT, MoneyGram, Mobile Banking, Trader Live, cards and payments, including the Citi-to-Scotiabank transition and digital channel integrations.Data, Cloud & IntegrationEnterprise integration and modernization across AWS, Microsoft Azure, Data Lakes, Databricks, APIs, batch and real-time integrations, connecting CRM, Core Banking, digital channels and customer data platforms.Loyalty, Insurance & Customer EngagementExperience across Banca Seguros 3.0, loyalty and benefits ecosystems, Diners integrations, campaigns, promotions, points, miles, discounts and insurance products, connecting customer engagement with CRM and transactional platforms.Risk, Credit & ComplianceTechnology delivery in regulated environments involving Moody’s CreditLens, Bridger Insight, credit processes, regulatory initiatives, customer qualification and risk-related integrations.Enterprise TransformationBroader technology background across ERP, BPM, finance, HR, logistics, warehouse and production environments, combining business requirements, architecture, integrations and end-to-end technology delivery.Industries: Financial Services | Banking | Insurance | Enterprise Technology | Industry | HealthcareOrganizations: BBVA | BCP | Banco Pichincha | Scotiabank | CitiTechnology Ecosystem:Salesforce | AWS | Microsoft Azure | IBM | SWIFT | Moody’s | Databricks | Trader Live | Bridger Insight | Core BankingPlatforms & Areas of Interest:Workday (ERP & HCM) | Epic (Healthcare & EHR)