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Marcelo FernándezFinancial process and service designer.

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ABOUT ME.Closing the gaps.

With the multiplication of service channels, pressure from customers to obtain services instantly and businesses operating in silos, customer experiences fall into gaps between channels and company departments.• From my experience in process and

service design: I am able to identify service gaps, their impact in customer satisfaction and their root cause.

• From my business knowledge: I can measure their value for present and future profits.

• From my ability to work with various profiles and levels of the organization: I can co-create the solution that closes the gap, and manage its implementation.

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ABOUT ME.A brilliant dribbler.

I was born and raised in Argentina, a country where change is the norm. That makes me a brilliant dribbler in my profession. • I am a creative “out of the box” thinker. I face

problems with a positive attitude, and I love finding innovative solutions.

• I am sensible about my strengths and weaknesses, those of the teams I am part of, and the interests of stakeholders.

• I am passionate about what I do.As a result of these competences, throughout my career I have stood out as a motivator in teams with excellent performance.In the UK I look forward to continue developing my skills and being a key player in service innovation.

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Over 10 years’ experience at top tier global financial institutions.PROFESSIONAL EXPERIENCE

Industrial and Commercial Bank of China - Buenos Aires, ArgentinaNov 2012 / Apr 2016

Senior Process Analyst, Process Engineering (Mar-14 / Apr-16)Reports to the Process Engineering Team Leader and Process Engineering Manager, with responsibility for up to three staff.• Responsible for delivering process and service design projects, aimed at improving

customer satisfaction and efficiency, while meeting regulatory, credit and operational risk.• Conducting service design workshops and training sessions. • Coaching and leading analysts in order to contribute to their professional development and

achieving project goals.• Estimation of project delivery time and cost.• Main projects included: customer on-boarding, wholesale web platform redesign, retail

mobile banking log-in and mutual funds subscription and redemption.Process Analyst, Process Engineering (Nov-12 / Mar-14)Reports to the Senior Process Analyst and Process Engineering Team Leader. • Process surveying and mapping. • Functional analysis of process automations. • Process improvement under Six Sigma methodology. • Quick wins through programming of macros in Visual Basic for MS Excel. • Main surveyed and automated processes included: pension payments, electronic transfers,

treasury operations, cash transport and credit card claims.

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Over 10 years’ experience at top tier global financial institutions.

HSBC Bank - Buenos Aires, ArgentinaAug 2005 / Nov 2012

Credit Policy Analyst, Retail Credit & Risk (Feb-12 / Nov-12)• Portfolio performance analysis and reporting for the retail segment. Credit policy writing and

implementation.• Responsible for the implementation of an in-house developed credit score –provided by the

Analytics Department– which allowed the automation of retail overdraft renewals. The net value added of this project amounted to USD 300,000 in a 2 year period.

Process Analyst, Change Delivery (Sep-10 / Feb-12)• Local coordination of global improvement initiatives, involving IT, business areas and operations. • Process surveying and improvement under Lean principles. • Quick wins through programming of macros in Visual Basic for MS Excel.

Risk Analyst, Global Banking (Nov-07 / Sep-10)• Analysis of financial statements, cash-flow and market reports of multinational companies. • Preparation of credit requests and negotiation with the Credit & Risk department.

Trainee, Pension Fund Administration (Dec-06 / Nov-07)• Collaboration in the website design for the HSBC pension fund administration business. • Sales performance reporting.

Junior Cost Analyst, Procurement (May-06 / Dec-06)• Analysis of financial statements of suppliers. Analysis of deviations in cost/expense accounts and

provisioning.Intern, Credit & Risk (Sep-05 / May-06)• Assistance to credit risk officers and other administrative tasks.

PROFESSIONAL EXPERIENCE

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EDUCATION AND CERTIFICATIONS

• ITIL v3 Foundation, EXIN• Six sigma green belt course and

certification, ICBC Bank Argentina• Project management (PMBOK)

course, Universidad Católica Argentina (Argentine Catholic University)

• MBA degree studies, Universidad Torcuato DiTella (Torcuato DiTella University)

• Bachelor in business administration, Universidad Católica Argentina (Argentine Catholic University)

A mixed profile including business and IT knowledge, allows me to tear down silos between product areas, operations, technology.

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SKILLS

• Spanish: native• English: bilingual• Portuguese: intermediate

• Mandarin: basic• French: basic

Languages

• Advanced MS Office user (including macro programming in VBA)

• MS Visio• Software AG BPM

designer

• Basic SQL queries • Clarity

Software

I can sing and play several instruments, and I used to perform in a Beatles tribute band in Argentina. This creative skill is a key differentiator in my added value to professional projects.

Hobbies

Facing new challenges with passion and creativity is my trademark.

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Gilda Gonzalez (Team Leader – Process Engineering at ICBC)“I am happy to recommend Mr. Marcelo Fernandez as an outstanding process improvement and service design analyst with great potential for future growth. Marcelo has proven to possess remarkable flexibility in working with all areas and levels of the organization, from surveying processes in branches and operational areas to presenting projects in executive committee meetings. He is a creative team player, highly motivated and committed to the results of the projects in which he is involved.Since March 2014, when he was promoted to senior process analyst, Marcelo also has successfully been coordinating the work of junior analysts of the team and actively contributing to their induction and training.In July 2015, Marcelo was assigned to lead the corporate online banking redesign project, working together with a specialized Service Design consultant. He conducted investigations with customers, participated in the design of personas and led customer journey and service blueprint workshops.Furthermore, he also conducted training sessions on this new methodology for his fellow analysts.”

Santiago Trevisán (Innovation & Service Design Consultant at InterCultura)“Marcelo’s profile is very interesting and shows a great potential. His combination of experience in financial processes and sensibility from experience in music have helped him grow in Service Design. His openness to change, his clarity for presentations (storytelling) and empathy in workshops make him a key person of the work team.”

REFERENCES

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MARCELO JAVIER FERNANDEZSpanish citizenship (eligible to work in the UK/EU without sponsorship)

Address:41C British Grove South, London W4 2PU, UKMobile:+44 7732 803 855E-Mail: marc.jav.fernandez@gmail.comLinkedIn: https://uk.linkedin.com/in/marcelo-javier-fern%25C3%25A1ndez-49b6b745/en

KEEPING IN TOUCH