Ruben Andrade

• Managing Outsourcing and Third-Party Risk: Overseeing activities related to outsourcing risk and third-party risk management, including onboarding, due diligence, risk assessment, and continuous vendor monitoring.Revolut
• Policy Implementation: Collaborating with bank teams and Revolut Group stakeholders to implement outsourcing and third-party risk management policies and operating models that support the overall bank strategy and business plan, ensuring positive consumer outcomes.Revolut
• Governance and Approvals: Ensuring that approvals are processed through internal governance structures concerning outsourcing changes and other vendor lifecycle activities.Revolut
• Guidance and Training: Providing clear guidance to staff on third-party risk management procedures, risk assessments, and their ongoing responsibilities for performance monitoring, risk management, and compliance of services.Revolut
• Regulatory Compliance: Ensuring compliance with relevant regulations, such as the European Banking Authority (EBA) guidelines on outsourcing arrangements and the Digital Operational Resilience Act (DORA).Revolut
• Monitoring Service Providers: Conducting ongoing monitoring of service providers to ensure compliance with outsourcing or subcontracting governance processes.Revolut
• Reporting: Preparing regulatory documents and regular reports for senior management on the status of outsourcing activities, third-party risks, compliance, and performance metrics

I managed vendor performance to enhance profitability and meet financial objectives while reducing costs through service consolidation and strategic partnerships. Effective communication and regular performance reviews strengthened supplier relationships. Comprehensive vendor management policies ensured consistency in selection, evaluation, and monitoring. Continuous improvement initiatives drove operational excellence. Timely updates and status reports fostered collaboration with internal stakeholders. I prepared reports and presentations for executive staff and identified opportunities to streamline processes and improve efficiency. Cost efficiency was improved through better vendor allocation, and monthly costs were reviewed and invoicing payments approved.

Main accomplishments in this position include:

Implementation of AI into customer support teams;

Improvement on all KPIs (Csat, CR, Escalation Rate, SLAs, AHT);

Reduced costs through application of vendor strategy mix to look for a better ROI;

Successful start of operations in different vendors;

Training of new Vendor Managers that have joined the team

I promptly resolved escalated issues between internal stakeholders and vendors, fostering harmonious relationships. Targeted strategies were developed to recruit high-quality vendors for expanding product lines, with thorough risk assessments conducted before finalizing contracts. Comprehensive market research informed decision-making in vendor acquisition. Collaboration with legal departments ensured compliance while safeguarding the company's interests. Existing vendor relationships were enhanced through regular communication and long-term partnership nurturing. Budget allocation for vendor accounts was managed to maximize ROI. Regular performance reviews with vendors ensured adherence to service level agreements and continuous improvement. Favorable contract terms were negotiated, resulting in cost savings and stronger relationships. Vendor satisfaction was increased through consistent monitoring and addressing of concerns. Collaboration with the finance team ensured accurate and timely vendor payments, strengthening trust. Vendor performance was managed to maximize profitability and achieve financial objectives, with audits conducted on existing vendors.

Main accomplishments in this position include:

Streamlined ways of working across the team by creating global procedures;

Reduced costs significantly through implementation of a better division of volumes share between vendors nearshore and offshore;

Implemented new cost motivation process to make sure vendor invoices were correctly handled, in time, and costs properly justified;

Executed site visits to vendors to make sure processes are being followed, security audits, and healthy environment exists in operations.

As a Vendor Operations Manager I overseed communication and collaboration with BPO vendors, ensuring expectations are understood. I collaborated on operational requirements and monitored vendor performance against metrics. Resolving conflicts and addressing challenges, I also managed costs while seeking savings without compromising quality. Identified and mitigated risks, ensured compliance with agreements and regulations, and managed changes in vendor relationships, and attributions. Through reporting and analysis, I drove continuous improvement to enhance vendor performance over time.

Main accomplishments in this position include:

Improvement of all KPIs in the UKI market, reference mainly to CR with a 32% increase, SLAs with a 70% increase, better staffing, and AHT reductions, leading the market to be a top performing one;

Trained new vendor operations managers that have joined the team;

Implemented new ways of working for all vendor operations managers globally in a way that streamlined processes, and created the opportunity for vendor ops managers to be able to cover each other during vacations, independently of their market;

Executed site visits to vendors, making sure that all is operating to excellence standards, following security audits, and reporting on current state of Vendor Operations to the Klarna leadership team

I led the launch and establishment of Customer Support operations in Spain, focusing on streamlining processes for faster issue resolution and enhanced customer experience. By fostering a positive work environment and implementing knowledge management systems, I facilitated efficient information access and boosted team morale. Response time to customer inquiries was reduced, and call trends were analyzed to improve efficiency and suggest solutions to management. Process enhancements were identified to drive ongoing company success, while reports, surveys, and vendor relations were analyzed to improve first call resolution. Performance evaluations were conducted to rectify issues and meet KPIs, and metrics were monitored to drive efficiency and performance improvements.

Main accomplishments in this position include:

Launch of customer support department in Spain;

Creation of training manuals for all future employees in customer support teams;

Trained new team members;

Created a new reporting system to show productivity and results of customer support department;

Handled escalations from customer queries

I spearheaded the launch and establishment of the sales and customer support departments in Spain, including the development of operational protocols. Results and operational analyses were presented to the CXO team. In addition to assisting with day-to-day operations and ensuring efficiency, I recruited, hired, and trained the initial teams for both departments. Time management and attention to detail were priorities in meeting deadlines and completing tasks. Critical thinking was utilized to solve problems and make decisions. Regular interactions with others strengthened communication skills, while courteous and effective working relationships were developed and maintained.

Main accomplishments in this position include:

Set up of all operations in the customer support and sales departments in the spanish office;

Managed daily operations to establish a level of excellence in the departments;

Translated and adapted procedures on scope of work for all the agents in both departments, taking as a reference the original files from the company HQ, making sure it was abiding with spanish legal departments;

Recruited, hired and trained all the team members for both sales and customer support teams;

Streamlined ways of working leading to an increase on outbound call rates, as well as conversion rate;

Set up all work force management tools to be able to properly manage the agents in a better schedule to make sure that sales were generated efficiently, while at the same time customer support queries were resolved in a fast manner with customer support excellence;

Performed quality audits to maintain high quality standards, and later trained a QA to be able to work specifically on this department

I spearheaded the successful launch of new products, driving revenue growth and brand recognition in the Spanish market.

Strong relationships with key industry players were established to foster business growth and expansion. Budgets, financial planning, and forecasting were managed to optimize profitability for country operations, while negotiations with suppliers secured favorable terms. Process improvements were implemented to streamline workflows and increase team productivity, with resource allocation optimized to enhance operational efficiency and reduce costs. Internal communication systems were enhanced through regular meetings and updates across departments, while performance metrics were monitored to assess progress towards goals and identify areas for improvement. Cross-functional teams were managed to ensure seamless operations and drive business objectives, delivering exceptional customer service by promptly addressing client concerns. Multiple tasks were accomplished within established timeframes, and team performance was maximized through daily monitoring and mentoring. Cost control measures were implemented to keep business operations within budget and increase profits.

I oversaw daily operations to ensure efficient workflows and timely task completion, while motivating and training employees to maximize productivity. Through regular performance evaluations and ongoing training, I identified areas for improvement and implemented corrective actions. Compliance with company policies and regulations was maintained, enhancing workplace safety and productivity. I led continuous improvement initiatives to increase efficiency and productivity, while also coordinating emergency response plans during crises. Analyzing department metrics, I reported findings to management and contributed to long-term strategic planning discussions within the leadership team to shape the future direction of the business unit.

I ensured seamless service delivery by coordinating with various departments and fostering a culture of continuous improvement. Through optimizing resource utilization and streamlining operations, I improved customer satisfaction and retention rates while reducing turnaround time. By developing efficient processes and collaborating with sales teams, I maximized revenue opportunities. I facilitated the onboarding process for new personnel, implemented performance metrics, and coordinated with external stakeholders to achieve project milestones. Additionally, I led cross-functional teams to meet project goals within budget and on schedule.

From team supervisor to Operations Manager roles spanning two-year periods at Netflix Brasil Customer Service and 2 years at Facebook for Business projects, I supervised operations staff, ensuring adherence to company policies and fostering employee accountability. Through regular performance reviews, I identified areas for improvement and implemented action plans, while overseeing hiring, onboarding, and training processes. I established efficient systems and communication channels to enhance team effectiveness and customer satisfaction. Reporting on key metrics, I introduced new practices to expedite processes and fostered a positive work environment, resulting in higher retention rates and upskilling initiatives to meet industry demands.

Main accomplishments in this position include:

Establishing better ways of working, adapted to each market, in the Facebook for Ads project, as well as hiring and training a more motivated and dedicated team, leading to a quarter on quarter increase of conversion rate, establishing a healthy revenue growth, by achieving all goals, both on revenue as well as 30% upsell quarter on quarter, leading to the point of receiving a Top Performer Award in 2017