In addition to leading the Pension Funds Transformation Project and overseeing Customer Experience and continuous improvement initiatives, I am also managing the Business Support Pension Funds team, overseeing 8 members and coordinating their work to ensure alignment with the company’s strategic goals and project delivery.

Pension Funds business:- Project Leader: Pension Funds Transformation Project: - Led initiatives for Customer Experience and continuous improvement - Stakeholders management - Conducted "As Is" analysis to evaluate current processes - Analyzed opportunities for automation and externalization - Defined the future business service model - Developed the RFI (Request for Information) and RFP (Request for Proposal) processes - Created the project's Business CaseLife Insurance business:- Analyzed and continuously improved business and operational processes- Provided direct support to the Life Insurance operations team- Managed two external teams: HelpDesk and Operations teams- Participated in various projects, such as the insurance core system upgrade- Life Iinsurance Implementation and Transformation Project: - Played a key role in the Life Insurance branch's implementation project, involved in all stages of setting up and operating the new business: • Year zero: - Developed business processes and procedures - Front-end testing • Project year one: - Project management of the Year One phase of the Life Insurance implementation project - Provided direct support to the operational teamCross functions:- Appointed Secretary of the company's Business Coordination Committee

Insurance Deal – Claims management:• Project Management:Management and monitoring of initiatives and internal developments;Direct support to the IT manager;Analysis of business processes to promote operational efficiency.

Utilities Deal – B2C & B2B markets:• Work Management & Automation Project, leading Complaints Area:Analysis and development of business processes to promote operational efficiency through the development of RPAs and operation improvement;Implementation of end-to-end initiatives;Development of training materials according to new guidelines;Planning and management of training sessions.• Sub-Lead of Quality Team:Sub-lead of a team of 7 internal operational auditors;Development of weekly and monthly reports;Management of monthly meetings.• Procedures & Continuous Improvement team:Development of business and CRM system procedures;Forecasting of business and CRM system requirements.