Marcela Espinosa

Experience

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  Banco Pichincha

  Jan 2009 - Oct 2013

  -Quality Management: Designed and implemented a quality management system adhering to ISO 9001:2000.Business Process Outsourcing: Evaluated and optimized outsourcing processes to enhance performance.Negotiation: Crafted and negotiated Service Level Agreements with third-party suppliers, ensuring service quality and alignment with business needs.Achievements:• Presented the inaugural SLA dashboard to the C-suite.• Achieved ISO 9001:2000 Certification with zero Nonconformities.

  • Outsourcing Management Senior Officer

    Mar 2012 - Oct 2013

  • Project Management Officer

    Nov 2009 - Feb 2012

  • Supply Chain Business Analyst

    Jan 2009 - Oct 2009
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  Chubb

  Oct 2013 - Apr 2019

  Team Management: Supervised three functional divisions: Digital Transformation Projects, Process, and Business Continuity Management, guiding a team of 13 employees to ensure smooth operations and the effective implementation of initiatives across all areas.Digital Transformation: Spearheaded the successful delivery of over 20 local and regional digital transformation projects, by assessing their current state, identifying opportunities for enhancement, and implementing cutting-edge technology solutions.Agility and Incremental Value Delivery: Implemented agile methodologies to increase business agility and deliver early, incremental value, improving overall project effectiveness.Business Analysis: Worked closely with business managers to break down requirements, conducting and participating in requirement gathering sessions with internal and external stakeholders. Translated business needs into detailed specifications for actionable initiatives.Stakeholder Management: Managed expectations among local and regional groups, negotiating and addressing conflicts constructively, ensuring alignment with project goals through effective communication and collaboration.Design Thinking: Conducted user research to empathise and identify key pain points, brainstormed innovative solutions, and developed prototypes.Achievements:• Recognized with Leadership and Can-Do Awards for exemplary performance.• Pioneered participation in Chubb Latin America's women's leadership and diversity program.• Implemented the Underwriting support function, halving policy issuance time. Show less

  • Business Transformation Submanager

    Apr 2015 - Apr 2019

  • Project and Process Coordinator

    Oct 2013 - Mar 2015
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  Metropolitan Touring

  Apr 2019 - Sept 2023

  Leadership & Team Management: Directed four functional areas (Project Management Office, Process, Customer Experience, Business Continuity) with a team of over 5 employees. Ensured cohesive project execution and operational excellence.Customer Experience Management: Managed customer feedback programs, reporting insights to drive enhancements in customer satisfaction, and informed C-suite decisions.Strategic Project Management: Established and standardized corporate project management methodologies, governed multiple work teams, and mitigated risks to maintain project focus and efficiency.Lean Process Improvement: Led business process mapping and improvement initiatives, enhancing operational efficiency and aligning processes with strategic goals.Change Management: Fostered a culture of continuous improvement and supported teams through process and technology transitions.Achievements:• Implemented the corporated hybrid project management methodology, boosting project efficiency.• Improved Net Promoter Score (NPS) by 10% through strategic customer feedback initiatives.• Promoted to lead Customer Experience Management within four months. Show less

  • PMO, Business Process and Customer Experience Manager

    Jul 2019 - Sept 2023

  • Program Manager Program Management Office

    Apr 2019 - Jul 2019