Avp- Commercial Operations

**Role/Responsibilities**

The Commercial Operations Process and Controls team is focused on driving improvement to Commercial Group and downstream processes based on Lean Six Sigma, Design Thinking and Agile that enhance the customer experience, drive consistent performance and enable efficiencies across the Commercial Group.

This business process and risk focused role is responsible for implementation of process and risk focused programs, projects, and support resources. The role is primarily focused on supporting the global Commercial Group, by establishing an effective program management office as well as leading and implementing process and control focused projects. The role also includes overlooking & supporting the management of local Commercial team within Costa Rica. The individual will be measured on successful implementation of specific initiatives and increase in operational effectiveness, controls and team management

Under the supervision of the SVP Commercial Operations Process, assigns work to and manages the performance of Commercial Operations Process and Control associates on Lean Six Sigma and Risk Management efforts supporting processes within Commercial and those that impact downstream process efficiencies.
- Lead process and control focused projects within the Commercial Group by following process improvement frameworks & methodologies
- Drive projects that aim at enhancing overall experience for our end clients / issuers, by identifying customer pain points, performing root cause analysis and implementing identified improvements
- Launch initiatives that increase end to end process efficiency, minimize waste, improve effectiveness & controls by performing process reviews, identifying wastes and reducing manual intervention
- Partner with various teams within global Commercial Group to define, diagnose, improve, document and implement changes to existing/new processes
- Support Commercial Group leadership in identification, implementation and roll out of new and/or revised business processes
- Collaborate with the business as well as data, technology, risk, legal, compliance and innovation resources to implement agreed improvements
- Contribute to technology governance process by reviewing, prioritizing and developing specifications of ideas under assessment
- Assume role of Process owner for assigned Relationship Management process/es with Commercial Group
- Audit, uncover and resolve data issues that affect control reporting as well as define and implement data cleanup routines
- Embedding metrics to track and measure the impact of our improvement
- Oversee, plan and prioritize the process related projects in pipeline
- Assist in ensuring the PMO framework utilizes best practices; methodologies, frameworks, process & data tools and repositories for planned, inflight and completed projects
- Project governance for in-flight process projects; reporting, tracking timelines, identifying delays, highlighting risks and issues, to ensure successful completion of projects
- Overlook and manage Commercial resources (New & existing) within Costa Rica; provide local ground support, promote employee engagement, identify development needs & issues management etc.
- Train new joiners and existing staff to be proficient in procedures and understanding control reports. Develop, prepare and present training modules.
- Participate and coordinate activities regionally in support of ad hoc projects.
- Develop, draft and deliver documentation in support of regulatory and procedural changes.
- Represent the Commercial the region in internal meetings, where applicable
- Manage one or more direct reports, coach and develop direct reports to meet evolving business needs.

**Qualifications**:

- Dynamic resource with ability to work independently and operate within a team
- Bachelor's degree in Business, Economics or IT background. Master degree will be appreciated.
- 8+ years of working experience with a solid background in Project Management, Process Management and Program Management Office
- 5+ years of practical experience leading Lean Six Sigma projects to delivered results. Experience with design thinking methodologies. Certification as a Black-Belt preferred.
- Experienced in managing large complex and mid-size projects within financial industry, is preferred
- Experience with defining, designing, documenting and implementing business processes
- Working knowledge of the Quote to Cash process required.
- Is able to manage senior stakeholders and develops a good working relation within all the levels of the organization
- Exposure to and/or knowledge of the role and function of Rating Agencies a plus.
- Proficiency in Microsoft Excel, Word, PowerPoint, Project, Access and Visio.
- Sound judgment-capable of developing independent opinion and defending own views.
- Thinks critically and exercises sound judgment. Fully explores problems and/or opportunities and provides solutions proactively.
- Sets high