Subdirector servicio al cliente autos

Shape and articulate the Sales and Distribution strategy by developing initiatives to meet business objectives, assessing operational performance and setting achievable goals and processes that improve organizational effectiveness and build a sustainable competitive advantage. 

• Identify operational weaknesses/opportunities and help improve operational efficiencies
• Promotes an environment of creative thinking and innovation through the organization
• Compare our business and service operations with industry best practices (vendors, internal processes, delivery model, structure, etc.) and bring outcomes and recommendations for improvement to senior leadership
• Lead the executive business and market reporting to understand business / market performance and their underlying drivers of the local geographies.
• Partner with regional leadership teams in defining ambition levels, setting priorities and shaping business plans, and provide recommendations on how to grow Mexico and LATAM portfolios
• Production of corporate/institutional/regulatory presentations for Country Commercial VP, CEO and other key stakeholders

Responsible for developing and executing transformation strategies, lead Lean process deep-dives and journey mapping exercises on selected areas that require a more comprehensive re-design and challenge

• Organizing and leading Kaizen workshops, guiding the process team on executing Root Cause Analysis and identifying Action Plans to identify waste and pain-points 
• Lead and drive complex, cross-functional Lean programs and training for business and functional partners
• Developing “To–Be” processes, documenting identified policy and procedure gaps and a plan to implement the future state
• Lead the change methodology and strategy and identify integration points with other change management efforts
• Partnering with Finance  and Business Intelligence to estimate benefits for inclusion into budget plans, and monitoring achievement of benefit targets (KPI’s / SLAs dashboards)
• Leverage and incorporate the outputs of  VoE and VoC  to ignite innovation and programs to address Customer Paint Points. 
• Work with regional and global function leads to identify and drive opportunities for simplification, standardization, and automation 
• Promote and enable global processes adoption across the region by becoming the SME on new processes and providing expert guidance to local teams

Manage the project portfolio delivery through a data driven approach providing key information to Sr Management for decision-making  and reporting process improvements critical to the success of our business.}

• Responsible for engineering scope for projects in the different Claims Functions delivering benchmark results regarding  Costs, Service, Internal controls and Loss Ratio.
• Evaluate and execute projects from the feasibility, definition and design for new operational models, services and systems
• Development, analysis and recommendations for the operational strategy, required operations staff, process reliability  objectives, quality and production capabilities, ensuring business developed and continuity.
• Search and implement low-cost technologies and solutions while seeking the standardization of processes and platforms.
• Search and reapply lessons learned from other projects executed in other Business Units of the Company.