Ignacio de Montis

Role: Responsible for leading the global transformation of the company's Contact Centers, managing more than 65 contact centers for claims, sales, and customer service across 5 regions and more than 20 countries. With an annual budget of $150 million and a team of over 6000 employees (FTE) and 5 direct reports. Reporting to the Global COO of Consumer Insurance. • Definition and execution of policies, strategy, standards, and best practices for all contact centers globally. • Analysis, redesign, and optimization of operational processes to improve efficiency and customer experience. Design and optimization of the customer journey. • Ensure alignment of operational processes with the company's strategic objectives. Successful achievement of performance, profitability (P&L), and quality objectives. • Development and implementation of innovation and digital transformation strategies for Contact Centers globally. • Evaluate implemented improvements and oversee operations of over 65 contact centers in 5 regions and more than 20 countries to ensure compliance with business goals. • Administration and management of budget, ensuring efficient allocation of resources. Identification of cost saving and cost optimization opportunities without compromising service quality. • Leader of the global project for digital, technical, and strategic transformation of the area, together with Accenture.

• Definition and approval of corporate and investment strategies that align with ALAI and AIG’s long-term objectives, ensuring profitability and growth. • Implementation and monitoring of good governance practices to ensure transparency and accountability. • Review and approval of annual budgets and financial statements. Analysis of financial performance. • Identification and management of strategic and operational risks. • Evaluation of new investment and divestment opportunities, ensuring alignment with the parent company's strategic objectives. Identification of opportunities for business expansion into new markets and sectors. • Supervision of investment performance and making adjustments to maximize return on investment. • Development and approval growth plans that include strategic acquisitions and alliances.

Role: Responsible for customer contact operations in Latin America, managing end-to-end customer experience across 7 Contact Centers handling 5 million interactions annually. Overseeing a direct team of 8 leaders and 1500 employees, in addition to 400 employees in outsourced centers, balancing internal and external operations while implementing new technologies to improve efficiency. Annual budget of US$45 million, generating revenues exceeding US$200 million, ensuring compliance with country- specific regulations, and migrating work to shared service centers to gain a competitive advantage. Reporting to the Global Head of Consumer Operations. • End to end Management of Contact Center Operations in LATAM, ensuring performance objectives are met and a high-quality customer experience is maintained. • Administer the annual budget, ensuring efficient resource allocation and expense control, and develop strategies to maximize profitability and growth through contact center operations. • Leadership in the implementation of new technologies in contact centers to enhance operational efficiency and service quality. • Negotiation of strategic agreements to transfer work to shared contact centers, optimizing operational processes and reducing costs to gain a competitive advantage. • Ensure compliance with country-specific regulatory standards in all contact center operations.c

• Lead the global business development team in 5 regions, with a sales target of €450M in 2013. International role, covering the EMEA, APAC, North America and LATAM regions. • Full responsibility for the strategic management and development of several key global clients in multiple strategic locations. These clients are market leaders in sectors such as telecommunications, logistics, and financial services. • Accountable for P&L management for clients representing 75% of the company's total business volume, through a global network of Senior Account Managers. • Implement key innovation and transformation programs for clients such as Apple, eBay, PayPal, BBVA, Santander, and Tele2.

• Implementation and management of Tele2's subsidiary in Portugal, with full operational and P&L responsibility. • Leadership of a fixed, mobile, and broadband telecommunications business with an annual revenue of 50M USD, achieving a 15% market share in the third year of operations.