Ana Sequeira Email & Phone Number

Lisbon, Portugal

Lisboa, Portugal

-Leads a dynamic team with 5 areas of responsibility: Call Centers (ensuring exceptional customer care and driving telesales success); Business Acceleration (spearheading project management, process improvements and leveraging customer feedback for continuous growth); Sales Capabilities Management (enhancing sales teams skills though targeted training and robust systems); Business Intelligence (delivering insightful reporting, accurate forecasting and actionable business insights); Technical Assistance (providing top-notch support tailored for HORECA customers)- Responsible for managing all channels to support customers of HORECA business (digital, phone, email and face to face)- Establishes business targets based on KPIs & SLAS, aligned with company strategy and goals, and monitors results to identify potential gaps and implement corrective measures- Responsible for testing and implementing a new Digital platform for HORECA customers, aligned with the Company broader Salesforce ecosystem strategy, to ensure a comprehensive 360 degree view of customers.- Responsible for defining and implementing the Customer Experience Strategy for HORECA business, with the aim of offering tailored experiences for different customer segments; increasing customer loyalty and attracting new customers.- Defines, implements and coordinates the Voice of the Customer (VOC) program, to ensure customer satisfaction in alignment with company strategy and guidelines reporting findings and progress to senior management- Implements a Continuous Process Improvement Program based on customer feedback (VOC & Complaints), in alignment with key HORECA business stakeholders- Responsible for implementing transformational initiatives that increase internal efficiency, by automating non-value-added activities, focusing resources on value added activities- Oversees the budget to ensure efficient allocation of resources across all Customer Experience areas

-Manage a team responsible for all Customer interaction Services for BMW Financial Services and the National Sales Company-Supervise the team performance results according to pre-defined company targets and SLAs-Implement locally the CIC Operating Model, according to BMW Bank harmonization strategy, for process standardization and monitoring-Manage customer complaints-Plan resource and budget allocation for existent and new services-Implement IT central systems according to Bank strategy harmonization-Perform local adaptation and implementation of customer oriented strategy procedures-Select external providers that meet requirements needs, and implement a precise control plan based on main KPIs, to ensure proper activities performance-Create and implement a Quality Management approach to CIC services-Implement Voice of the Customer initiatives (Customer Satisfaction Index and After Contact Surveys)-Provide support to CRM activities-Share market results with other countries for best practices identification and improvement opportunities, by participating regularly in Conference Calls and international workshops-Perform as Business Project Leader for several projects with IT relevanceAdditional role (Internal Control System Champion):-Implement ICS practices in all business areas according to central methodology-Perform regular central and local reports with Key Control Indicators results (KCIs)-Evaluate regularly all process risks and adequate controls execution-Provide support in solving audit findings with ICS relevance, through all the organization-Collaborate with Compliance Officer and Risk Responsible in mitigate business Operational risks

Oeiras

-Market Business Project Leader for FIT Project (research and analysis of all business processes in correlation with all IT systems, according to MaRisk and Bafin Guidelines)-Defined and Implemented the Business Continuity Plan, to ensure the services in case of crisis situations.-Facilitate/coordinate process improvement initiatives for the entire organization-Assess improvement potentials and support the process owner to enhance efficiency & effectiveness-Conduct trainings to all organizational roles, related to process improvement tools and methods-Coordinate local process KPI reporting -Set process management guidelines for the entire organization (e. g. process ownership, BPM)-Foster strategy alignment (BSC target cascading) for Operations and linking targets from / to interface partners (e. g. risk, sales – “horizontal alignment”)-Coordinate & conduct benchmarking for Operations & Quality oriented topics (cross functional)-Provide tools and knowledge regarding process mapping to the entire organization-Monitor local compliance with process model and BPM framework (entire organization) and follow up on the corrective initiatives-Institute and oversee quality program (aligned to Global Quality strategy)-Control quality parameters and indicators-Conduct, coordinate and analyze quality surveys-Manage and analyze feedback from customers and dealers-Coordinate countermeasure identification and execution-Responsible to drive process orientation in the entire company.-Responsible for the establishment of a local Process Management and Quality environment in alignment with global standards.-Responsible for the company-wide roll-out of mandatory tools & methods-Responsible for the sustainability of the Process Management environment.-Responsible to drive the local quality program to include a focus on customer and dealer satisfaction.

-Facilitate/coordinate process improvement initiatives on all GE Money Operations area-Monitor business KPIs through a proper control plan-Ensure procedures standarization through First Level Control Activities implementation-Business Project Leader of "Collections and Recovery Project", with the aim of improving Collections results on Personal loans products

-Facilitate/Coordinate process improvement initiatives based on Six Sigma/ Lean methodologies, on all Personal Loans Business area-Monitor Business KPIs through a proper control plan-Create and implement a Quality Management Strategy to the external contact centers in order to improve new business and x-sell results-Implement Voice of the Customer tools for Personal Loans products (NPS methodology)

Post Graduate, Social Movements

Graduate, Anthropology