Herik Perez

Lead for North America infrastructure implementation services, strengthening portfolio governance, delivery visibility, knowledge access, and operational performance across a regulated environment.

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

Global modernization initiatives and operating-model redesign across distributed teams and multiple regions.

• 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%.

Three distributed teams across Development, Product/Process/QA, and Support, operating across Europe, LATAM, and India and serving five LATAM business units.

• 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 improvements: 30% reduction in operational errors across five LATAM business units.

Cross-functional technology, digital documentation, credit, and integration initiatives.

• Digital documentation & e-signature: reduced document-processing turnaround from up to 48 hours to approximately 4 hours.
• Automated credit approval: advanced through an intermediate implementation stage.
• Insurer integration: Completed an API integration as part of a broader third-party roadmap.
• Operational workflow improvement: Reduced interdepartmental handoff times by approximately 20% through Agile and DevOps-inspired workflow redesign.

Regional portfolio governance and capacity management for a TTS portfolio spanning 11+ LATAM countries. Regional PMO with 13 PMs and 2 BAs plus distributed technology specialists.

• 20% improvement in team productivity through Agile workflow redesign and data-driven capacity planning.
• Approximately 25% improvement in regional operational efficiency through multiple improvement initiatives.

Direct Citibank employment on TTS (Treasury & Trade Solutions), leading multi-country deployments across LATAM.

• Continuous-improvement initiatives later replicated in additional LATAM countries.

Project Manager on the Citibank TTS account, delivering regional implementations on behalf of Getronics LATAM.

• Built multi-year TTS delivery experience across LATAM before transitioning to direct Citibank employment.