Dario Q.

WORK HISTORY

EDUCATION

ABOUT DARIO Q.

Obsessed for Customer Service Centricity, As an Operations Manager, my experience include:Hard Skills Team Dimensioning- Design and organize the standard team dimensioning model (team allocation and size)Operation monitoring- Responsible for the tactical-strategic results of the operation metrics and SLA\'s- Identify systemic problems of each area of operation and keep it organized in a backlog- Create or participate in the construction of systemic action plans to improve each LOBs performance (metric\'s performance, team performance, process performance)- Have follow ups with Leads to monitor their routines and monitoring processes to guarantee everything is under controlData analysis- Understand important problems that must be analyzed and prioritized- Delegate analytical tasks satisfactorilyProject management - Create project methodologies for the LOBs or adapt pre-existing ones- Review the documentation or reports of ongoing projects- Monitor projects, talking to stakeholders and guarantee alignment- Continuously review the success criteria and resultsProcess management- Ensure mapping of the LOBs processes and measure their performance- Review documentation of the Knowledgebase- Can identify operational risks- Control loss rate- Help in defining and building the customer\'s journeySoft Skills- Autonomy / Decision making- Generally inform decisions to direct Leader seeking for advice- Reach out to the leader in cases of great complexity or high risks- Manage to solve major friction and blockers with stakeholders alone- Seek that the LOBs are in line with the basic Operation GuidelinesAlert stakeholders- Maintain a good relationship between the different chapter within the LOBs- Consistently alert the LOB leaders about identified problems- Help in building action plans and coordinate results with the teamGenerate insights- Propose action plans with greater impact, more risky and with more variables involvedIndividual action plans- Translate the LOBs strategy into action plans- Delegate tasks appropriately- Help to set individual and team goals and coordinate resultsSystemic view- Follow closely other areas work within the LOBs: PMs, BizArchs, BAs- Keep updated with the business vision and main transversal decisionsAdherence to methodologies- Review Operation guidelines and adapts them to the LOBsBusiness- Know how to prioritize the whole team activities based on the global strategy- Keep updated on business international strategies- Participate with inputs in the construction of the LOB’s KPIs.