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Work experience

May 2006Present

Network Transformation Manager

HSBC Bank Argentina

Leading the physical, operational and commercial integration of both HSBC and exBNL’s distribution networks (originally 150 branches)

- Responsible for reviewing and aligning customer service model and processes for the integrated network, being also in charge of implementing the new resulting model

Business Project Manager for the development and implementation of a new front-end system for sales and customer service in branches

- Leading the network’s physical optimization roadmap (new branches, closures, relocations and refurbishments)

May 2005Apr 2006

Product & Services Manager, Commercial Banking & Small Businesses

HSBC Bank Argentina

Defined the optimum value proposition for each commercial and small business customer groups looking forward to maximizing profitability, based on customer needs and competitive benchmark.

- Planned and launched sales and customer care campaigns by segment achieving a c.40% growth in Assets and number of customers

- Revised and updated the product-channel strategy

- Implemented a dedicated Call Centre for Trade Business

- Coordinated the implementation of Marketing actions (e.g. merchandising, events, brochures)

Apr 2004Apr 2005

Head of Group Quality

HSBC Bank Argentina

Responsible for developing and implementing a customer centric management model, metrics and methodologies in order to ensure maximum service quality levels across the organization (Bank, Insurance and Pension businesses)

- Achieved a 50% reduction per annum in customer complaints

- Launched 5 Six Sigma projects and coordinated 10 process improvements Teams for critical activities

- Initiated the ISO 9001:2000 certification process for the Custody business

- Developed quality management and process management MI such as: complaints reports, channels certifications, mystery shopper and satisfaction indexes (internal & external)..

Jan 2003Mar 2004

Channels Manager, Personal Financial Services

HSBC Bank Argentina

Managed the Group Call Centre (Bank, Insurance and Pension) making it the major customer service and retention channel for all businesses

- Managed 85%+ customer service and post-sales contacts Group-wide (1.5MM calls/year)

-Achieved a 20% share for the channel over total sales via a “sell-to-service” model, on a multiproduct approach

- Achieved 45% retention effectiveness over most profitable customers

-  Created the traffic management and remote service models, based on customer segmentation criteria, increasing channels’ utilization from 60% to 86% of total transactions.

Feb 2000Dec 2002

Distribution Support Manager

HSBC Bank Argentina

Developed and implemented the consumer business model for physical and remote distribution channels.

- Designed and launched a sales & service model in 60 bank branches

- Implemented process re-engineering, standardization and centralization initiatives, reducing 35% of non-productive or redundant tasks

- Developed quality and customer service projects (launched “Customer Care” program)

- Improved processes control indicators via preventive audit. (95%+ satisfactory Group audits)

- Defined the long term physical distribution strategy aiming to maximize coverage and penetration in target markets at minimal cost

- Project Manager of the launching of “Multibrand Branches” for Group Companies. Duplicated cross-sell index and reduced operational costs by 20% within integrated sites.

Feb 1994Jan 2000

Various positions


Feb99 / Jan00 - Network and Service Development Manager – Distribution and Sales

Responsible for the integration and optimization of Citi and exBanco Mayo’s physical network, seeking efficiency in capital investment and branches location.

- Coordinated quali/quantitative surveys in 200+ distribution points, analyzing demographic, geo-social and economic indicators

- Defined and implemented distribution strategies and capital investment for the Bank and the Blockbuster alliance. (Capital budget: USD48 MM)

- Developed and implemented service quality and customer retention initiatives reducing attrition rate by 30% per year

Feb98 / Jan99 - Sales Support Manager – Distribution and Sales

Led and optimized sales support functions in order to help increase sales productivity Included commercial planning and sales MIS development.

- Managed customer origination process achieving c.24% productivity increase

-Handled commissions and incentives administration and payment for Sales Forces of 200+ individuals

- Team Leader for a Sales process re-engineering project that reduced sales cycle time from 24 to 8 business days. Coordinated 24 working teams (100+ members)

Feb96 / Jan98 - Third Party Sales and Commercial Planning Manager – Credit Cards Business

Managed and developed the commercial relationship with 15 telemarketing Third Party Sales companies

- Was able to duplicate the channel’s share on total Credit Cards sales (from 10% to 20%)

- Delineated and followed up of Credit Cards sales and portfolio plans. Reported and discussed business results with local Management and LATAM Cards Director.

May95 / Jan96 - Sales Sr. Analyst – Interior Region Sales

Designed and implemented sales reporting to be used by branches management

- Coordinated a sales campaign to market over $ 15 million in Personal Loans,

- Developed an on going competitive benchmark used as training tool for Sales Teams

Feb94 / Apr95- Management Associate

Selected out of 900+ candidates for a 15-month training program to develop management and leadership skills through practical experience in the Consumer Bank’s core business Areas.



Fluency in English and Spanish
Office Package


Areas of interest:

- Sales & Service

- Marketing

- Distribution Channels

- Operations

Industries of interest:

- Financial Services

- Services in general

- Retailers

- Consumer goods


I am seeking for a Senior Manager position in Commercial or Operations areas into a multinational company focused on retail business or services. Most desired industries are: food, health care or financial services. After a 5 to 7 years’ period in the new position, combined with my past experience and background, I expect to be prepared for a General Manager role in a small/medium business, or the complete responsibility of al large scale Business Unit.