Eric Silva Email & Phone Number

Netherlands

Amsterdam

Member of the local Fiserv/ EMS Management team of 5, reporting into the CEO, serving 25.000 SME and Corporate customers. Leading the Product & Innovation team to manage and develop EMS’ business to business payments products ranging from POS terminals, full acquiring services, business capital, Ecom gateways and customer portals. The team consists of (commercial) product managers, pricing expert, business analysts, process manager and tech support & incident managers.

Abcoude, Utrecht, Netherlands

Coordinator of Ukranian refugee relief Abcoude. Leading a team of volunteers to organise sports and cultural activities for the new inhabitants of Abcoude from Ukraine.

Amsterdam Area, Netherlands

Chapter lead (manager) of a diverse team of 12 PO's / Customer Journey Experts within the digital channels department developing app/web for SME and consumer clients. Focused on accelerating the pace of innovation and delivery of new customer facing features for the ING mobile app and web and stimulate the outside in focus of the bus dev ops squads. This for the 8 mio BeNeLux ING banking app and web users of ING. Continuously enhancing the innovative mindset and stimulate internal and external innovation opportunities by linking parties together.

Amsterdam

Chapter Lead (manager) Customer Domain (Tribe KIM) responsible for team of 18 customer journey experts (CJE's) working on optimizing customer processes (API development) regarding administration of customer data for new and existing private and business SME customers and Know Your Customer (FEC CDD) processes (in PEGA).

Amsterdam Area, Netherlands

Responsible for Operations Payments at ING Netherlands. Operations department (7 direct reports, 100 FTE indirect) handling SME and consumer requests and complaints concerning payments products. Additionally the financial accounting for all automated cash based transactions (€1.000 mio+ daily) within ING The Netherlands. Managed the transfer of the activities to two different departments, i.e. the closing of Operations Service Payments as separate department.

Responsable for Fraud Operations at ING. Operations department (4 direct reports, 75 FTE indirect) handling anti fraud detection on payment products a.o. for SME and consumer clients, customer contact relating fraud and fulfillment of fraud cases.

Amsterdam

Responsible for product management of current account product for consumer clients (7 mio) at Dutch market leader ING. Managing the overall product supply chain from service channel to customer request processing. Focus on customer satisfaction and easiness, optimizing product C/I ratio, minimizing E-2-E throughput time and risk and maximizing FTR.Additionally holding the role of Scrum product owner (PSPO Scrum.org certified) for 5 scrum teams, performing account- and card related developments for SME and consumer products. Next to daily product management, leading role in strategic product and system development, service delivery optimization and cost reduction initiatives.

Responsible for product management of 7 mio Dutch current accounts for consumer clients. Managing supply chain with focus on customer satisfaction, C/I ratio, minimizing E-2-E processing time and risk and maximizing FTR. Leading 4 FTE for the consumer client sub team.Additional responsibility for credit product on current account, youth payments and personal service product.

Experience: strategic marketing consulting with regard to (online) marketing strategy, innovative (online) concept development, multichannel- and customer contact strategy, retention strategy, marketing- and sales organization design and implementing easyness in b-2-b and b-2-c business processes. I worked with 12 clients on projects within Netherlands, Switzerland and the UK.

Travelled and worked 6 months in India and initiated a tsunami relief project together with Aid India in Chennai. After that travelled other parts of Asia

Team member of ABN AMRO Volvo Ocean Race Team.Assistant to the Teams Managing Director (ESVP).

Internship at ABN AMRO HQBU NetherlandsRetail, Distribution Formula Management

Internship at Royal Vendex KBB daughter Brico.Market leader DIY in Brussels Belgium.Category Management and Branding.

Msc, Marketing & Organisation

Vwo