Paulo Silva Email & Phone Number

Lisbon, Portugal

Lisboa, Portugal

Main Responsibilities:- Customer Management- Team/ Service Management- Project Coordination

Lisbon

Main Responsibilities:- Customer Management - Project Management | Budget, project plan, resources, scope, change request and status report- Delivery Team Management | Continuous monitoring and improvement of project goals and team performance- Manage the alignment between business and the team, ensuring expectations alignment- Build Product Backlog |.

Lisboa E Região, Portugal

Lisboa E Região, Portugal

• Main Responsibilities:
• Customer Care performance control | KPI’s definition, creation and presentation & Metrics automation (PowerBI, Excel, PowerPoint)
• Customer Assistance quality supervision | Processes analysis, supervision and continuous improvement, NPS management
• Customer Care digital transformation program leadership | Process definition, functional analysis and development requirements definition
• Business processes definition, enforcement and continuous improvement
• RCA’s and Critical Issues Management process leadership

• Continuous Improvement Management:
• Systems and Processes analysis and improvement (process review, mapping and re-design)
• Cost reduction and productivity increase (based on a continuous improvement perspective)Project Management:
• Define, select and prepare the project (Business Case and Project Plan)
• Document, start and manage the project (Project Plan, budget; issues, risks and stakeholders)
• Post-Implementation monitoring and control, in a Continuous Improvement perspective

• Business Analysis and internal audit and consulting of processes and procedures
• IT development projects coordination, and development team management
• Responsible for communication and management of the Credit Regulation and Report entities, namely Bank of Portugal (IT and Credit Responsible)
• Information Systems Responsible: developments, tests and problem solvingResponsible for all the communication with Headquarters Support and Anomalies department

• Recruitment, training, monitoring and daily management
• Business Analysis and internal audit and consulting of processes and procedures
• Responsible for communication and management of the Credit Regulation and Report entities
• Responsible for partnership approvals
• Test and report all the management systems evaluations and developments
• KPI’s definition, management and monitoring: create and disclose activity reports, performances and results

Commercial campaigns and satisfaction surveys