Mariano Chiva de Agustín

2013- 2018 SANTANDER PROGRAMME DIRECTOR OF DIGITAL TRANSFORMATION AND GLOBAL RESPONSIBLE OF CHANGE MANAGEMENT METHODOLOGY

Project Management of Digital Transformation

• Definition of Customer Service and Customer Experience Design.

• Definition and Execution of Implementation Roadmap

Mobile Banking

• SANTANDER Portugal, LATAM Brasil, México, Chile Head of the Global Wallet project for eCommerce and physical store payments through mobile

• SANTANDER HQ.  Electronic Payments through Wearables.

• SANTANDER UK New Internet Businesss banking platform with secured paymentsbased on two-phase authentication achieving a drastic protection of fraud.  

Internet Banking  

• SANTANDER Consumer Spain. New internet based sales process of Finance Products through Car Dealers channels.

• SANTANDER Private Banking Implementation of a new transactional Sales and Servicing plataform through Internet Channel and Contact Centre

Big Data Projects

SANTANDER HQ.  Big Data Platform with the aim of fostering a joint business modelling across the Subsidiaries of the group

Global Head of Methodology and Education in Change and Innovation Management

• Definition of  Change Management Education Programme: courses, careers content and target audience.

• Definition of Santander Change Management methodology including alignment with IT Methodology and other Methodologies such as Design Thinking, Agile, Devops.

• Lectures in the Madrid Change Management International Congress.

• Delivery of 400+ hours to 200 professionals of UK, Spain Portugal Mexico and Brazil.

• Courses/workshops score: 9.2/10 Online courses 9.0/10

2004-2013 SANTANDER TRANSFORMATIONAL PROJECTS

• Definition of new Customer Processes with new staff roles

• Implementation of new Processes, IT Systems and Organisation

Customer processes Transformation

• SANTANDER Consumer Spain Loans and Cards Sales and Servicing process

• SANTANDER Portugal Totta Mortgages and Accounts Sales and Servicing Processes

• SANTANDER UK Abbey  Definition of services, roles and dimensioning model for Branches, Internet and Contact Centre

IT Integration in Banking Acquisitions

• SANTANDER Private Banking (SPAIN) Implementation of Corebanking System

• BANESTO (SPAIN)Testing Plan in Development, Pre-Production and Production.

• SANTANDER UK (2006) Implementation of a new Customer Centric Data System

Credit Risk Processes Transformation

• SANTANDER US Sovereign (2012) Implementation of new securities Process

• SANTANDER UK (2011) Implementation of a new Securities, Covenants and Risk Groups Process

• SANTANDER Spain: (2012) Improvement of Security Process

2000-2004 STARTUP e-Commerce CONSULTING (currently part of VASS Group)

 Business Development and Partnership with IBM, Oracle, Microsoft

 Project Management

Implementation of Intranet and Corporate Extranet

 HR Intranet and commercial extranet Implementation in financial (Citibank), pharmaceutical (Lilly), public (INE) and logistics (MRW) industries

 Net-Economy Master (Villanueva University) Definition and Delivery of Programme Master Courses

1988-2000  IBM Spain

Implementation of IT Projects

 El Corte Ingles (1998-2000) Initiatives in IT , Logístics, e-Business and Intranet

 Banking  Corebanking Implementation in Saving Banks. (Eg. Caixa Catalunya)

 CRM and Direct Marketing IBM Spain

Implementation of new Business Processes and Organisation  

 Electric Industry:  Iberdrola, EDP-  Optimisation of a Processes based Organisation  

 Banking: - Optimisation of HQ Organisations driving by customer business processes

Teaching

 IBM (1992-1998) Delivery of Internal Education in the areas of TQM, CRM and  IT Processes

ACADEMIC TRAINING

Date Studies Institution

1992 - 1997 Graduate of Science in Physics Universidad Autónoma de Madrid

2005 Executive MBA IESE

2002 PROSCI Change Management Programme Certificate

2001 HCMP Human Change Management Professional Certificate

LANGUAGES

 English: Excellent (3 yrs. working in UK) –

 Portuguese Basic (1 yr. working in Portugal)

 Spanish

INFORMATION TECHNOLOGIES ABILITIES

• Windows, OFFICE, LOTUS, SPSS, ContaPlus, ContaWin, GoldenConta, Adobe applications, Corel applications.

• Internet navigation, e-mail applications, FTP software, HTML editors, web pages programming.

• Etc.