Job Summary  
The Transformation Manager plays a pivotal role in the Client Services department, reporting directly to the Client Services Director. This position is responsible for driving the automation and optimization of existing processes and systems within the department to enhance service levels and accelerate operations. The role involves collaborating closely with the IT department to require developments and test new tools, including AI and web­ based operations. Additionally, the Transformation Manager ensures consistent training and skill development across the team to support these transformative initiatives.

Key Accountabilities

• Develop and implement strategies for process automation and system optimization within the Client Services department
• Collaborate with the IT department to design, develop, and test tools that enhance service delivery and operational efficiency
• Oversee the implementation of web-based operations and user administration systems to streamline departmental workflows
• Conduct regular assessments of current processes and systems to identify areas for improvement and automation opportunities
• Create and manage comprehensive training programs to ensure team members are proficient in new technologies and processes
• Monitor and analyze key performance indicators (KPis) to measure the impact of transformation initiatives on service levels and operational speed
• Lead cross-functional projects to integrate new technologies and processes across the Client Services department
• Provide mentorship and guidance to team members on new technologies and processes, ensuring compliance with all relevant training requirements and company policies
• Develop and maintain documentation for new processes, systems, and tools
• Provide regular updates and reports to the Client Services Director on transformation progress and outcomes

Networking/Key relationships

• Other Client Services Teams
• IT
• Supply Chain & Manufacturing
• Commercial Operations
• Finance
• Legal/Compliance
• HR

Minimum Knowledge & Experience required for the position:

• Bachelor's degree in Business Administration, Information Technology, or a related field; Master's degree preferred
• Minimum of 5 years of experience in process improvement, digital transformation, or similar roles
• Strong understanding of AI technologies, automation tools, and web-based systems
• Experience in project management and leading cross-functional teams
• Proven track record of successfully implementing process improvements and technological solutions
• Knowledge of Spanish preferred

Skills & Capabilities:

• Excellent analytical and problem-solving skills
• Proficiency in data analysis and visualization tools
• Ability to translate complex technical concepts into easily understandable terms
• Adaptability and willingness to learn new technologies and methodologies
• Strong leadership and change management abilities
• Exceptional communication skills, both written and verbal
• Strong organizational skills and attention to detail

Travel requirements:
Up to 10%