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Work Background
Cash AppProduct Manager and Operations Manager - Payments EU
Feb. 2023Barcelona, Catalonia, SpainReporting to COO - Led the strategic direction of payment products, doubling client offer and generating +30% engagement and retention rate. Successfully developed SEPA INST and SDD schemes, SCT Recalls, MIT, Recurring Payments, X-Pays, Network Tokens and Cash Collection products
- Improved product technical efficiency from 87% to 99,99% across the portfolio by defining end-to-end product specifications, managing quality assurance, and monitoring technical development and operational performance: + Worked hand in hand with front and back-end developers utilizing full product life cycle approach in a scale up environment
- Established process mapping and optimization reviews, fostering a culture of continuous improvement resulting in a 65% decrease in customer contacts
- Developed data models and dataset structures for the Banking Product and Operations departments, achieving a 40% reduction in data processing time and enabling data independence in the department
- Managed treasury reconciliation, and defined cost allocation models reducing expenses by 700K€ in FY22
- Led the daily Payments operations monitoring and steered the team toward 100% Operational Excellence target
- Created a new internal control process methodology, identified edge cases, and developed risk mitigation plans and automatic alerts
- Orchestrated internal and external stakeholder alignment for product success and daily operations efficiency. Defined the cross-functional execution plan across Data, Tech, Accounting, Customer Service, Marketing, and Fraud
Cash AppProduct and Operations Lead - Payments EU
Aug. 2021 - Feb. 2023Barcelona, Catalonia, Spain
eDreams ODIGEOGroup CS Global Reporting Manager
Nov. 2017 - Aug. 2021Barcelona Area, SpainReporting to: COO
Promoted from CS Senior Reporting Analyst - Led Covid-19 impact mitigation initiative on customer support. Coordinated across Product, Data and Customer Service teams to define and execute key action plans and developed a companywide, single source of truth monitoring dashboard
- Developed and executed cost allocation and rationalization plans, with a focus on refund management during the pandemic
- Managed a team responsible for designing and implementing customizable information models for a 100+ person team, improving reporting accuracy by 30% and revamping the whole reporting model in less than 2 months
- Defined and coordinated the roadmap for customer support initiatives, overseeing a team of analysts, resulting in a 15% reduction in customer support response times and a 10% increase in CSAT - Introduced a new data usage methodology based on the Microsoft Data Analytics Program, reducing the reporting time from 4 days to 1 hour
- Led back-end process mapping and transformation for a 450+ person team, achieving a 20% reduction in processing time
DK ConsultingCEO & Founder
Sep. 2016Barcelona Area, SpainExcel, PowerBI, PowerQuery and SQL based projects and courses
PwCSenior Consultant
Oct. 2014 - Oct. 2017Barcelona- Acted as Project Country Manager on a multinational corporate process transformation in a Japanese tech acquisition, delivering exceptional results across two supervised countries
- Conducted dashboarding and information analysis implementing reporting systems in both external and internal client
- Identified enterprise risk maps and contributed to the implementation of BPM solutions, improving risk mitigation practices
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