Senior IT Project Manager / Program Manager / interim CIO

Led a team formed by 65 FTE. Member of local Board. Report to General Manager.

As Information Technology Director (CIO):
Led Cigna Digital Transformation (web portal, delivery of SMS, emails, electronic docs, reimbursement claims through
web portal, electronic network provider book...) to both increase customer satisfaction and reduce operating costs.

* Designed and implemented IT Strategic Plan.
* Introduced IT Governance model based on: Project Management methodology, SLAs, and KPIs.
* Implemented Big Data and Business Intelligence solutions.
* Created an omnichannel platform using Salesforce (CRM) and Hermes-Vocalcom (Contact Center) tools, to support
Customer and Sales Call Centers.
* Led Roll out of alliance in Spain between Cigna and ING NN both from a technological and operational level.
* Built and kept continuously updated a BCP, performing 2 real tests per year.
* Established a BPM tool to manage business processes, set up KPIs and SLAs follow up.

As Service Operations Director (COO):
Drove consistent and more integrated performance standards with 48% increase in operations productivity during last 3
years, while maintaining quality higher than 99.5%, handling 1.4M claims per year, total cost of €59M and managing 28K
network providers.

* Built a multilingual back office center to deliver customer support worldwide.
* Reduced backlog up to 78% in 4 years achieving 'zero backlog' several times.
* Designed and implemented the Fraud Prevention and Detection Unit and Claims Recovery Costs Unit.
* Set up policies enrolment and fulfillment in less than 24 hours, dispatched policies T&C documents in less than 48
hours, customer's reimbursement in less than 3 working days, payment to network providers in less than 10 days and




Call Center abandonment calls less than 4%, all these in accordance with customer's SLAs.

IT and Organization Director leading a team of 50 FTE with direct report to General Manager and with dotted line to
International Markets CIO. Managed an IT budget of €6M. Member of local Board.

* Designed and oversaw implementation of IT Strategic Plan: Siebel as CRM, SAP as ERP, Documentum as electronic
document management system, Business Intelligence and Data warehouse (Analytics, Business Objects, Cognos).
* Implemented IT Governance model: Project Management methodology, IT Services Catalogue and SLAs.
* Carried out a mobility solution (VPN, smart phones, UMTS / 3G...) for connecting 700 sales agents.
* Liaised with Corporate IT to institute global projects (CRM, Data warehouse).

Positions included (all them with a dotted line to Serono Group CIO):
- South Europe IT Director. Reported to Vice-President of SE Region (Jun 2002 - May 2006)
- Iberian Peninsula IT Manager. Reported to General Managers (Oct 1999 - Jun 2002)
- IT Manager of Serono Spain. Reported to Finance Director (Feb 1997 - Oct 1999)

Main functions:
Designed and implemented an IT Strategic Plan. Led a multi-cultural IT Team. Managed insourced (20 FTE) and
outsourced resources to execute projects, both at a national and a multinational level. Managed IT budget of €3.5M.
Continuous negotiations with IT vendors - Corporate (Serono Group) and third parties (local and global ones).