Wilson Rosa

Responsible for managing Banking Product Strategy Projects within multidisciplinary AGILE squads (Projects and Processes), covering planning, development, implementation, and post-implementation (end-to-end). Specialist in continuous improvement, applying stakeholder engagement, business growth, customer-centricity, value stream, performance management, and sustainability practices, leveraging cutting-edge technologies to achieve high-performance financial results, as well as efficiency in quality and customer satisfaction.

3 Squads' PM : Projects, Planning and Estrategy . PMO responsible for manager , organizer, suport and ensure quality and Squad Planing. Products, planning, updating, budgets, controls, review and creation of metric indicators, results, KPIs, management and strategies of OKRs, studies, review and creation of operational strategic bases, mapping and creation of strategic journeys, NPS, review of processes and project management, financial and operational reports. Interaction with all fronts and interlocutors: stakeholders, operations managers, top mangement, technology equips and users (end to end) boosting results and increasing customer satisfaction.

Squads' PM responsible for Products: planning, updating, budgets, controls, review and creation of metric indicators, results, KPIs, management and strategies of OKRs, studies, review and creation of operational strategic bases, mapping and creation of strategic journeys, NPS, review of processes and project management, financial and operational reports. Interaction with all fronts and interlocutors: stakeholders, managers, technology and users (end to end) boosting results and increasing customer satisfaction.

Creation and review of product journeys, process restructuring, controls, market share and product monitoring, from operational (front end) to process automation, robot construction, creation and maintenance of structured and unstructured databases. Monitoring KPIs, OKRs managerial and strategies financial, SOR, PB, POC, RGO, cost, budget, volumes $ / quantity, data studies and analysis of opportunities for increasing business and customer satisfaction.

Creation and monitoring of indicators, controls, SAS databases, preparation and operation of reports. Support for managers and directors. Quality KPIs and Complaints and NPS. Management of the Board's complaint books, process mapping with Lean six Sigma methodology, root cause analysis, action plan development and follow-ups. Support for service channels such as: PROCON / SAC / OMBUDSMAN / CONTACT US / SOCIAL MIDIA and CENTRAL BANK OF BRASIL. Process automation management (ROBOT). Elaboration of Inputs for Executive Committees showing decrease in the number of complaints, improvements in processes and opportunities to avoid the possibility of errors or problems of some items sensitive to customers, improving their satisfaction.

Analysis and decision about Credit and Collection proposal (renegotiation) for individual bank account holders and companies (legal entity). Focus on the implementation of relevant service projects, analysis of proposals in real time, FCR (First Call Resolution) from team expansion, creation of new journeys, implementation of policies, training, review of the scope of analysis and service, construction of quality monitoring island and evaluation parameters. Significantly improving transparency and agility with managers. Responsible for the automation of processes, allowing the client to have the proposal approved in minutes (previous SLA had 2 D.U.).

Analysis, reports and monitoring of Risks and relevant internal and external information, on possible behaviors that present risk and/or relevant abnormality, exposing the bank or the product to risks of fraud or scams, when opening the account or with regular customers, arrival and data validation KYC (Know Your Customer)/ PLD / CTF and Compliance, working in the area of fraud detection, PEP, POC, where we detected several data clusters such as composting, establishments, points, regions, line of business, squares, which they could be more complicit and passive and/or with a high probability of fraud.

Coordinator responsible for Brazil's southeast region of the Technological Integration Project, from which hundreds of bank agencies purchased from BANESPA (merger) would be systemically transferred to Santander technology and platforms. Strong performance from interaction with routines or journeys, products, systems, technology, treasury, finance, as well as training of the entire commercial network.

Credit analysis from Corporate Clients, which I was responsible for a client portfolio where HP had a high relationship and international contracts in the order of millions of dollars. I have acted as a facilitating agent, to solve problems related to impacts on credit, due to delays and/or problems realted to payment. I have maintained direct contact with high-level finance from large multinational companies, preventing problems, readjusting needs, among other activities.