Hector Pena - Senior CBO Consultant, Deloitte

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Work Background

DeloitteCore Business Operations - Sr. Consultant - Financial Services

Nov. 2023

InetumGlobal Manager - Energy

Aug. 2021 - Oct. 2023Orange, ConnecticutContract Management: Ensuring compliance with the terms and conditions of the contract, negotiating clauses, and identifying risks that may arise during the execution. IT Governance: Ensuring the effective and efficient use of IT in enabling an organization to achieve its goals. Quality Management: Overseeing all activities and tasks that must be accomplished to maintain a desired level of excellence creating and implementing quality planning assurance, quality control and quality improvement. Services: Ensuring the application of business and technical expertise to enable the organization in the creation, management, and optimization of or access to information and business processes. Dashboard Reports: Ensuring that the SLA´S and the service activity is fulfilled and that the dashboards are delivered correctly and in time. Service Demand Management: Business understand and predict customer demand for services. Invoice & Budget Control: Ensuring the effective and efficient spend of the budget and creating new strategies to increase the income in a short, medium, and long term. Main Achievements: ∆ Creation of appropriate control mechanisms for the proper supervision of relations between AVANGRID and INETUM. ∆ Promote a fluid and transparent relationship model, as well as to ensure reactivity on the part of INETUM in matters not planned and not initially considered.

YEKTICSGeneral Manager

Apr. 2020 - Aug. 2021Querétaro, MéxicoResponsible to oversee daily operations of the organization. Responsible to ensure the creation and implementation of a strategy designed to grow the business. Coordinator of the development of key performance goals for functions and direct reports. Provider of direct management of key functional managers and executives in the organization. Responsible to ensure the development of tactical programs to pursue targeted goals and objectives. Responsible to ensure the overall delivery and quality of the unit's offerings to customers. Leading engage in key and targeted customer activities. Responsible to oversee key hiring and talent development programs. Responsible to evaluate and decide upon key investments in equipment, infrastructure, and talent. Communicate strategy and results to the organization employees. Responsible of the organizational strategic planning.

IBMDelivery Project Executive - Technology Support Services (TSS) - Banking

Sep. 2016 - Mar. 2020Querétaro y alrededores, MéxicoOverall owner of contract, negotiating contract amendments and changes on behalf of IBM working as a single point of contact to the client and owns overall communications plan with the client. Owner of client satisfaction results, and responsible for all set/met agreements with the client with the Operational areas. Owner of revenue, profit and loss (P&L), growth objectives (opportunity identification, qualification, and pricing). Settter of strategic business direction and works with the client steering committee for forecasting needs. Provider of business direction to Operative areas and advocate to Client for service delivery. Responsible for bringing Innovation Topics to the client and supporting in locating service delivery operational innovation examples.

IBMDPE: Banking, Retail, Telco, Financial Services, Agriculture

Feb. 2009 - Aug. 2016Querétaro, México

IBMRelationship Manager - Retail & Banking (IBM Outsourcer)

Jan. 2005 - Feb. 2009Ciudad de México y alrededores, México

AT&TUnification process Team Leader (NCR & AT&T GIS)

Jan. 1995 - Jan. 1996Ciudad de México y alrededores, México

NCR CorporationSystem implementation & reengineering Manager for LAC

Jan. 1993 - Dec. 2005Dayton y alrededores, Ohio, Estados UnidosLead as a Latin America Manager multicultural and high-performance teams, responsible for design, train and coordinate NCR’s systems reengineering and implementation throughout Mexico, Canada, Chile, Colombia, Peru, Dominican Republic, Brazil, Argentina. Develop and implementation responsible for a nationwide remodel program for existing administrative process to manage Service Contracts, Logistics, Rework, Serial Numbers, classes and models. Developed and implemented training strategy for LAC at all management levels. Main Customers: Sabre, Amadeus Mexico, Wal*Mart Mexico, Soriana, 7-eleven, SKY, Bancomer, Banamex, Grupo Gigante. Roles: (*) Systems implementation & reengineering manager – LAC, (*) Best Business Practices Manager, (*) PMO Manager, (*) Call Center Manager, (*) Local DBA Administrator, (*) Dispatcher and Process Analyst.