Arturo Rosales Borja
Senior Management in Operations & Digital Transformation | Business Strategy & Agility in Banking, Healthcare & Pharma | MBA, PMP | Leading Scalable Growth & Innovation
Benito Juárez
Summary
Strategic and people-focused executive with extensive leadership experience in operations, customer experience, and the financial services industry. Directing complex programs involving back office operations, regulatory initiatives, and asset/liability products has consistently driven efficiency, transparency, and customer-centricity. Alongside operational leadership, overseeing customer service operations and branch networks, aligning daily execution with commercial objectives and business growth. Recognizing the value of operational discipline and service excellence in creating long-term value and client loyalty, leveraging MBA background in business strategy, marketing, and customer engagement to combine analytical thinking with hands-on leadership. PMP certification enhances ability to manage large-scale programs and portfolios with internationally recognized standards. Track record of leading cross-functional teams, collaborating with global stakeholders, and driving digital transformation across multiple markets. Well-equipped to deliver sustainable, client-centered results.
Overview
22
22
years of professional experience
9
9
years of post-secondary education
5
5
Certifications
1
1
Language
Work History
Senior Management Consultant BFSI
Tata Consultancy Services
CD. DE MEXICO
01.2020 - Current
- As a senior leader, I drive the legal and regulatory (L&R) project portfolio for the Argentine market, while also steering select L&R initiatives in Mexico, within a globally recognized financial services organization
- Positioned within the International Card & Risk Services Technology area, I provide direct reporting to the team in Canada, ensuring seamless alignment between market-specific regulatory demands and global operational strategies
- With a focus on regulatory compliance, risk mitigation, and strategic impact, I lead high-priority projects that safeguard market integrity and drive business resilience
- By fostering cross-functional collaboration and leveraging a results-driven approach, I deliver transformative value that strengthens profitability and positions the organization for sustained growth
Lecturer
Tecnológico de Monterrey
09.2024 - 12.2024
- In my role as a Lecturer at Tecnológico de Monterrey CSF, I led courses on digital transformation, empowering students with the knowledge and skills to drive organizational change
- By incorporating real-world case studies and hands-on projects, I fostered a dynamic learning environment that encouraged innovation and critical thinking in the digital space
- Evaluated student progress through regular assessments, providing detailed feedback for improvement and growth.
Global Financial Applications Manager
Tata Consultancy Services
CD. DE MEXICO
05.2018 - 12.2019
- As a Senior Manager Consultant, I led the global Finance and Procurement applications portfolio for a multinational pharmaceutical company, ensuring alignment with both current business needs and future strategic goals
- My role encompassed end-to-end oversight of application lifecycle management, including gathering user requirements, planning and implementing system enhancements, and analyzing service demands to refine service levels
- I spearheaded project management initiatives, driving business analysis, system design, coding, and implementation to deliver impactful results
- I managed a high-performing IT team responsible for providing technical and application support to business units worldwide, while cultivating strong vendor relationships to ensure seamless delivery of services and innovative solutions
- My scope also included compliance management, quality eCompliance, audit support, and oversight of IT operations such as ATM, workforce development, and PMO activities
- Notably, I successfully managed over 20 IT applications within the Finance and Procurement portfolio globally, ensuring operational excellence through knowledge acquisition (KA), knowledge transfer (KT), cutover planning, and hypercare during transitions from external vendors
- Leveraging tools like ServiceNow and my expertise in project management and stakeholder engagement, I consistently delivered solutions that enhanced operational efficiency and supported the organization's long-term objectives
Program, Project & Service Mgmt
Accenture
CD. DE MEXICO
05.2017 - 05.2018
- At Accenture, I worked with several clients in the banking and pharmaceutical sectors to develop and execute activities related to end-to-end project management, optimization, and automation for the digital transformation of operational processes
- I also led an assessment to reduce costs, improve delivery, and ensure consistent quality with minimum investment and interruptions for the Operations Executive Dir
- In the consulting project for Process Transformation through Reengineering, Digitization, and Automation
Project Management Consultant
Accenture
CD. DE MEXICO
01.2017 - 04.2017
- I also played a crucial role in setting up a PMO to provide the governance model of the client's information data warehouse development project
Project Management Office
Accenture
07.2015 - 12.2016
- As a project manager, I oversaw the implementation of an investment platform in Mexico to ensure regulatory compliance
- I provided daily support to the team and coordinated project governance to align with client expectations
- I used several PMP/Agile technical skills and finance acumen to manage artifacts, risks, project plans, and team management for delivery
- My achievements included supporting the client PMO and using Waterfall and SDLC methodologies to ensure successful project completion
Head of BPO Operations
Indra
CD. DE MEXICO
06.2013 - 03.2015
- As the Strategy & Operations Lead and Head of BPO Operations at Indra, I managed a portfolio of approximately 250 outsourced processes across critical areas such as customer service, payment systems, means of payment, and lending
- My journey began as Manager of Customer Service, overseeing one of the first processes to be outsourced
- Over time, I advanced to lead the entire operations center, driving strategic initiatives to optimize performance, enhance cost efficiency, and ensure sustained profitability
- I was responsible for end-to-end operations management, including P&L accountability, financial reporting, and the development and execution of business plans that delivered measurable results
- I implemented productivity monitoring systems, identified improvement opportunities, and led cross-functional teams to achieve operational excellence
- I also cultivated strong vendor relationships and ensured compliance with CNBV, SOX, IS, ISO 9001, and Visa standards
- Key accomplishments include stabilizing 250 banking processes during migration phases, achieving QA compliance rates of 98.5% to 99.03%, and reducing operating costs by 35%
- I spearheaded a client-centered redesign of operating processes, resulting in a 15% improvement in billing, and implemented a service delivery-based billing model that enhanced client satisfaction and increased service billing by 15% through tailored solutions
- Additionally, I played a critical role as a member of the Contingency Committee, leading service recovery initiatives and establishing an alternative operational center to ensure business continuity
- From leading the initial outsourced processes to overseeing the center's entire operations, I have consistently delivered efficiency, compliance, and financial performance improvements, positioning the organization as a leader in operational excellence
Customer Service Management
Indra
06.2011 - 05.2013
- Managed the Customer Service Processes that was the 1st area outsourced for the bank
- Duties and Responsibilities: - Ensure that the first processes outsourced were operated successfully
- - Take care of the KPIs and Quality metrics that were stablish at the beginning of the project
- - Coordinate initiatives and multi-functional projects with other line of business
- - Operational targets for quality and efficiency
- - Customer satisfaction and loyalty
- - Managed Internal BPO Audits: IS, ISO 9001, etc
- - Headcount: 27 employees
- Main achievements: - Set up of phase 1 of production stabilization for the 27 Customer Service processes in 3 months
- Important step to achieve for the billing of services
- - Production efficiency and QA
- Service and quality KPIs were established for the 27 billable processes
- Achieving an average of 99% compliance
- - Reduction of operating liabilities of 35% initial and - Efficiency of 35% of processes through RPA
Service Manager
Laboratorio Médico Polanco
CD. DE MEXICO
12.2010 - 06.2011
- Managed multiple branches with the goal of achieving standardization of services, improving sales performance, and expanding the range of services offered
- Developed and implemented a business and marketing plan to promote the sale of services, resulting in the incorporation of new imaging services and significant improvements in attention times
- Implemented KANBAN, 5's, Lean, and KAIZEN methodologies to standardize processes and improve inventory control across both branches
- Established financial dashboards (PY + 16%) and performance indicators for the board
- Set and achieved commercial objectives and continuously searched for new business opportunities
- Managed a team of 40 employees
Back Office Operations Manager (LATAM)
Citibanamex
CD. DE MEXICO
01.2006 - 05.2010
- Manager of the International Clarification Area in Mexico and the Center of Excellence for LATAM: Panama, Venezuela, Colombia, Peru, Honduras, Salvador and Banco de Chile, where I had the following achievements: 1
- The development of strategies to improve customer service processes Mexico/LATAM
- 2
- The management and application of the rules on information security, risk, control and for business continuity (COB)
- 3
- Execution, monitoring and control of the regulations Diners, Visa and Mastercard for the effective recovery of the disputes of the clients of TDC and TDD Issuer and Acquirer
- 4
- Construction and development of the issuer-acquirer relations
- 5
- Coordination of operational projects to reach the strategic actions of the institution
- 6
- Application of the regulation of agreements and exchanges with other banks (ABM, Visa and MC)
- 7
- Ensure compliance with ISO-9000 standards and internal and external audits to the bank
- 8
- The team I managed was 14 people
- 9
- I was representative of the business (BR) responsible for the migration of the ADS system (Singapore) to COE Mexico
Chargeback Analyst
Citibanamex
08.2003 - 01.2006
- I worked my way up through the company from Chargeback Analyst
- It was within the CM disputes workstream (Visa/MC/Diners Card.) It was for LATAM/Caribbean countries such as Chile, Peru, Colombia, Dominican Republic, El Salvador, and so forth
Education
MBA - Dirección y Administración de Empresas
EGADE Business School Del Tecnológico De Monterrey
Mx 05.2016 - 01.2019
Alta Dirección - Diploma
Tecnológico De Monterrey
Mx 01.2013 - 01.2013
Master of Science - Finanzas, general
Universidad De Negocios ISEC
Mx 01.2011 - 01.2013
Bachelor of Science -
Unidad Profesional Interdisciplinaria De Ingeniería Y Ciencias Sociales Y Administrativas
Mx 01.1999 - 01.2003
Skills
Certification
Psicología y Cábala
Timeline
Lecturer
Tecnológico de Monterrey
09.2024 - 12.2024
Senior Management Consultant BFSI
Tata Consultancy Services
01.2020 - Current
Global Financial Applications Manager
Tata Consultancy Services
05.2018 - 12.2019
Program, Project & Service Mgmt
Accenture
05.2017 - 05.2018
Project Management Consultant
Accenture
01.2017 - 04.2017
MBA - Dirección y Administración de Empresas
EGADE Business School Del Tecnológico De Monterrey
05.2016 - 01.2019
Project Management Office
Accenture
07.2015 - 12.2016
Head of BPO Operations
Indra
06.2013 - 03.2015
Alta Dirección - Diploma
Tecnológico De Monterrey
01.2013 - 01.2013
Customer Service Management
Indra
06.2011 - 05.2013
Master of Science - Finanzas, general
Universidad De Negocios ISEC
01.2011 - 01.2013
Service Manager
Laboratorio Médico Polanco
12.2010 - 06.2011
Back Office Operations Manager (LATAM)
Citibanamex
01.2006 - 05.2010
Chargeback Analyst
Citibanamex
08.2003 - 01.2006
Bachelor of Science -
Unidad Profesional Interdisciplinaria De Ingeniería Y Ciencias Sociales Y Administrativas
01.1999 - 01.2003
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