# Herik Perez

**Technology Strategy & Transformation Leader**

I am a Technology Strategy & Transformation Leader with 15+ years helping organizations assess, redesign, and operate more efficiently across payments, digital platforms, and technology operations in North America and LATAM.

## Current role

**NA Infrastructure Implementation Services (IIS) Lead — Visa**  
Nov 2024 – Present

Lead three North America technology teams and their portfolios, strengthening portfolio readiness, scalable operating models, and executive decision-making across a regulated technology environment.

- Govern portfolio readiness by prioritizing capacity, dependencies, knowledge transfer, and implementation work against business value and service continuity.
- Designed and implemented scalable operating models for three North America technology teams and their portfolios, standardizing processes and knowledge assets while accelerating planning, governance, and reporting through AI-enabled workflow automation.

## Selected experience

### NA Infrastructure Implementation Services (IIS) Lead — Visa

Nov 2024 – Present

Lead three North America technology teams and their portfolios, strengthening portfolio readiness, scalable operating models, and executive decision-making across a regulated technology environment.

- ~70% of FY25 initiatives completed across the broader North America portfolio.
- ~50% reduction in intake-to-go-live cycle time versus initial rollouts.
- Up to 60% reduction in information-retrieval and technical-response times through AI/RAG workflows.

[View experience](https://herikperez.com/en/experience#visa-na)

### Sr. Manager Tech Solutions, Global — Visa

Aug 2023 – Nov 2024

Led global modernization and operating-model redesign across distributed teams and regions.

- ~40% shorter cycle time and 48% more projects closed per period during FY24.
- 30% shorter migration cycle time through a separate Lean Six Sigma redesign.

[View experience](https://herikperez.com/en/experience#visa-global)

### Regional Head of Process Efficiency — OLX Group

Feb 2022 – Jun 2023

Led three distributed Product, Engineering, Process/QA, and Support teams serving five LATAM business units.

- Improved operational sustainability by 25% and reduced errors by 30% across five business units.
- Reduced support tickets by 60%+ and improved first-contact resolution by up to 60%.

[View experience](https://herikperez.com/en/experience#olx)

### Head of Projects and Innovation — Porsche Movilidad Colombia

Jun 2021 – Jan 2022

Led cross-functional data-governance, digital-documentation, executive-reporting, and technology initiatives, reporting to the CEO.

- Reduced document-processing turnaround from up to 48 hours to approximately 4 hours.
- Established data ownership and automated executive reporting across Finance, Sales, and Operations.

[View experience](https://herikperez.com/en/experience#porsche)

### PMO / Queue Manager, TTS — Citibank

Mar 2020 – Jun 2021

Governed a regional TTS portfolio across 11+ LATAM countries with a PMO of 13 PMs and 2 BAs.

- Improved team productivity by 20% through Agile workflow redesign and data-driven capacity planning.
- Improved regional operational efficiency by approximately 25% across multiple initiatives.

[View experience](https://herikperez.com/en/experience#citi-pmo)

### Sr. Project Manager, TTS — Citibank

Sep 2016 – Mar 2020

Led multi-country TTS implementations across LATAM as a direct Citibank employee.

- Continuous-improvement practices were later adopted in Mexico and the Southern Cone.

[View experience](https://herikperez.com/en/experience#citi-pm)

### Project Manager · Citibank TTS account — Getronics LATAM

Dec 2013 – Sep 2016

Led regional Citibank TTS implementations across LATAM on behalf of Getronics.



[View experience](https://herikperez.com/en/experience#getronics)

## Selected impact

### North America Infrastructure Delivery & Operating Model.

Scalable operating models and AI-enabled workflows across three North America technology teams and their portfolios.

- Completed approximately 70% of FY25 initiatives within the broader North America portfolio.
- Reduced intake-to-go-live cycle time by approximately 50% versus initial rollouts.
- Reduced information-retrieval and technical response times by up to 60%.

_Scope note: the outcomes below reflect the broader North America portfolio and cross-functional delivery; they are not attributed solely to this operating-model initiative._

[View case](https://herikperez.com/en/impact#visa-na-hub)

### Visa Global Migration Process Redesign.

Operating-model redesign and Lean Six Sigma migration improvement across global teams.

- Operating-model and governance transformation delivered approximately 40% cycle-time reduction and a 48% increase in delivery throughput, measured as projects closed per period during FY24.
- Separate Lean Six Sigma migration-process redesign reduced cycle time by 30%.
- Supported talent development, engagement, and leadership readiness inside the operating model.

[View case](https://herikperez.com/en/impact#visa-global-migration)

### OLX Regional Operating Model & Platform Transformation.

Regional standardization, support-operations transformation, and scalable core-platform improvements.

- Regional standardization: 25% improvement in operational sustainability.
- Support-operations transformation: 60%+ reduction in support tickets and up to 60% improvement in first-contact resolution.
- Core-platform and process improvements reduced operational errors by 30% across five LATAM business units.

[View case](https://herikperez.com/en/impact#olx-regional)

### Digital Documentation & E-Signature Transformation.

Digital-documentation and electronic-signature transformation for document-intensive commercial workflows.

- Reduced document-processing turnaround from up to 48 hours to approximately 4 hours.

[View case](https://herikperez.com/en/impact#porsche-esign)

### Citibank TTS Regional Portfolio & Delivery Transformation.

A multi-stage progression from project delivery to regional portfolio governance across LATAM.

- Team productivity improved by 20%.
- Approximately 25% improvement in regional operational efficiency through multiple process and governance improvements.

[View case](https://herikperez.com/en/impact#citibank-tts)

## Capabilities

- **Technology Strategy & Transformation:** Translating strategic intent into operating decisions, roadmaps, and measurable delivery outcomes.
- **Operating Models & Governance:** Designing scalable operating models, KPI-based governance, and executive cadences that make portfolios legible and predictable.
- **Portfolio & Delivery Leadership:** Prioritization, capacity, feasibility, and delivery discipline across multi-country portfolios.
- **Infrastructure & Service Reliability:** Payments-grade delivery, SLA discipline, and operational reliability across regulated environments.
- **Automation, Data & AI Enablement:** AI/RAG knowledge workflows, automation, and data governance embedded inside operating teams.
- **Leadership & Capability Building:** Executive education, mentoring, and knowledge transfer that make transformation last.

## Primary education

- **Professional Program in Digital Transformation in the AI Age**, MIT Professional Education — In progress (expected completion: April 2027)
- **Master in Business Information Technology (MBIT)**, Universidad de los Andes — Completed
- **MBA**, Universidad Europea de Madrid — Completed
- **Systems Engineer**, UNAD — Completed

## Selected credentials

- **ITIL 4 Leader: Digital & IT Strategy**, PeopleCert — Completed ([verify](https://badges.peoplecert.org/Badge/en/28DE0EC3-FBA7-493C-8055-38FB389CD3B9))
- **ITIL 4 Strategic Leader**, PeopleCert — Achieved ([verify](https://badges.peoplecert.org/Badge/en/B9C7A334-EEFC-4A56-9262-BEF1F906D6BE))
- **PMP**, PMI — Completed ([verify](https://www.credly.com/badges/7ba4e338-6632-42ba-b0bd-9308503dd801))
- **PMI-ACP**, PMI — Completed ([verify](https://www.credly.com/badges/43d6e7c0-461e-4c91-89bb-4dbd02014620))
- **AWS Certified Solutions Architect – Associate**, AWS — Completed ([verify](https://www.credly.com/badges/66bd7e40-248f-4e9c-9d45-94cea1c27209))
- **Generative AI Applied to Digital Transformation**, MIT Professional Education — Completed ([verify](https://www.credential.net/bd975e4d-b3b6-4ad5-ba1e-83f7f78c2f40#acc.UsYgwuP0))
- **Lean Six Sigma Green Belt**, CFQ — Completed ([verify](https://drive.google.com/file/d/1LUS1gSzlxnL79NlvLXHNfsKIS01vgoP-/view?usp=drive_link))
- **Customer-Centric IT Strategy**, University of Virginia — Completed ([verify](https://www.coursera.org/account/accomplishments/verify/UU1GMZUPAJEK))
- **Artificial Intelligence in Payments**, Visa University — Completed ([verify](https://www.credly.com/badges/f5de1359-1ec1-4ceb-8e17-74df3cc0f960))
- **Portfolio Management II**, Visa University — Completed ([verify](https://www.credly.com/badges/a5993653-7c84-4971-bea1-8f5d3fd39ae1))

## Public links

- [Executive profile](https://herikperez.com/en/profile)
- [Professional experience](https://herikperez.com/en/experience)
- [Impact](https://herikperez.com/en/impact)
- [Education and credentials](https://herikperez.com/en/credentials)
- [Resume](https://herikperez.com/HERIK_PEREZ_CV-Delivery-Master_4Q-2026-1.pdf)
- [LinkedIn](https://www.linkedin.com/in/herik-perez-pm/)

## Sources

- [Executive Profile](https://herikperez.com/en/profile)
- [Professional Experience](https://herikperez.com/en/experience)
- [Impact](https://herikperez.com/en/impact)
- [Education & Credentials](https://herikperez.com/en/credentials)
- [Resume](https://herikperez.com/HERIK_PEREZ_CV-Delivery-Master_4Q-2026-1.pdf)

Last editorial modification: 2026-10-05