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Rui Goncalves

LSSBB | Business Process Reengineering | ImSenior professional with 15 years of experience in reengineering and Lean projects across diversified lines of business, ensuring delivery of expected benefits to the organization. Strong ability to detect potential pitfalls and limitations. Focused problem-solver, pragmatic, innovative, adaptive and creative multi-skilled engineer and manager. Keen and fast learner. Participation in successful breakthrough improvement implementations in Banking Industry. Developing motivation, team building and leadership skills based on a daily work within his teams and with people at all levelse

Work experience

Jan 2014Present

Internal Client, Corporate Incentives and Helpdesk Director

NOVO BANCO

1. Help desk | real time support to sales & service
Managing an internal Help desk, based on voice and workflows, ensuring support to 7 companies within the same financial group, in a total of 10 000 internal customers. EUR 1 million budget.

Redesigned and implemented more effective procedures which decreased average handle time by 18%. Improved ties within product owners, generating 1.3k measures that leaded to a 17% decrease on demand. Both streamlines increased the average speed of answer by 26%, the customer satisfaction by 7% and has reduced costs by EUR 115 000.

2. Internal Customer | monitoring internal service satisfaction
Managing an internal customers area, responsible to provide the executive stakeholders with the best diagnosis tools in order to gather improvement inputs from all the participants in processes, from end to end.

3. Corporate Incentive Program | defining KPIs, objectives and measuring

May 2007Dec 2013

Senior Project Leader | Head Assistant

NOVO BANCO

Project manager for organizational and lean initiatives leading cross-functional team.

- Reorganization and optimization of business processes and support
- Lead specific process reengineering projects and ensure projects remain on-time, on-budget and deliver expected results
- Business models and support systems within integration and merger of Business / Services
- Development of business requirements and functional specifications and identifying technical solutions to support business
- Analysis of cross-value activities
- Ensure Process Change Management
- Establish and maintain strong working relationships across all business units and all levels of the organization

Mar 20032008

General manager

Kite Temple, Lda

Management strategy development, including the development of the supporting business case for the business / product & sales strategy.
Generated new development deals with market foreign players, including worldwide market analysis.
Evaluating, selecting and training of the instructors teams.
Coordination of the multi-skilled team responsible for the implementation of Kite Summer Festivals (Jogos Santa Casa – 2006 and Opel Astra Sport – 2007 editions).

Sep 2000May 2007

Senior Consultant

Banco BPI

Business consultant for organizational and lean initiatives.

Participation in successful analysis and re-engineering processes, with emphasis on the reduction costs strategic program, real property portfolio optimization, review of business retail operational process in France, the development of the managing proposals workflow, merger of BPI Leasing and Renting into Banco BPI and the re-engineering of corporate banking commercial and operating model.

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