- Support in the development and implementation of organizational strategies.- Consulting in the development of the Business Plan and the annual Strategic Planning.- Consulting in the monitoring and reporting of institutional performance (KPIs) to the Board of Directors.- Development and updating of organizational policies and detailed process flows (BPMN 2.0).- Support in the management of organizational changes.- Mentoring and training in management methods and planning and process improvement techniques.- Consulting services to directors on issues related to organizational development, people management, conflict management, problem solving and strategic decision-making.

- Facilitation of the Strategic Planning process (objectives, metrics, goals and strategic projects).- Developing dashboards or reports to monitor performance against established KPIs.- Collaborating with stakeholders to define project scope, objectives, deliverables, costs, and schedule.- Creating and implementing process improvement strategies to optimize operational efficiency.- Collaborating with IT to automate processes, resulting in reduced cycle time and failures.- Developing training programs and conducting workshops to educate employees on new processes or organizational changes.- Managing Customer Service staff, providing guidance and support to ensure high-quality customer interactions.- Developing and implementing Quality Assurance measures to ensure consistent delivery of exceptional service.- Collaboration with Marketing and Sales teams to promote, prospect and sell services to customers.- Collaboration with the Controllership team to manage service costs and revenues.- Monitoring industry trends related to Process, Project and Customer Service Management methods and tools.- Moderation of the Customer Service Committee and the Corporate Management Committee (aimed at managers and directors).

- Structuring the Process Improvement Office, defining guidelines, methodology and tools. - Creating or updating process documentation, including SOPs, work instructions and process maps for the company and external customers (BPMN 2.0). - Implementing KPIs to measure process effectiveness and identify areas for improvement. - Analyzing data trends and performance metrics to identify root causes of inefficiencies or bottlenecks in business processes. - Maintaining the Quality Management System (ISO 9001) to ensure compliance with industry standards and regulations. - Providing Project Management support (PMO), defining methodology, techniques and tools and training employees.

- Restructuring of the Process Improvement Office, defining guidelines, methodology and tools. - Developing or updating organizational guidelines and policies. - Leading cross-functional teams in analyzing current processes, identifying areas for improvement and implementing solutions. - Supporting the implementation of Lean Six Sigma initiatives to drive continuous improvement. - Monitoring and reporting process performance (KPIs) to identify patterns, trends and insights that can drive process improvements. - Conducting internal quality audits to ensure process compliance and identify opportunities for improvement (ISO 9001). - Identifying and analyzing risks associated with the process and creating contingency plans. - Supporting the implementation of the Cost Accounting System to reduce costs or generate revenue. - Supporting the benchmarking process with other companies.

- Modeling, analysis, and improvement of IT processes (BPMN 2.0).- Identification of process performance metrics (KPIs).- Planning and execution of internal audits (ISO 9001).- Support in the implementation of the Information Security Management System (ISO 27001).- Support in the implementation of the IT Management and Governance System.

- Modeling, analysis, and improvement of administrative processes.- Development and revision of standard operating procedures (SOP).- Creation and layout of system manuals.- Monitoring of process performance.- Planning and execution of internal audits (ISO 9001).- Conducting, tabulating, and analyzing customer satisfaction surveys.- Support in the implementation of the Project Management Office (PMO).

- Support in the management of administrative process documentation.- Proofreading and layout of manuals and procedures.- Support in monitoring process performance.- Support in planning internal quality audits (ISO 9001).- Conducting and tabulating customer satisfaction surveys.

- Support in the management of administrative process documentation.- Support in monitoring process performance.- Support in planning of internal quality audits.