Miriam Chávez
Barcelona
Summary
Senior leader with 15+ years of scaling operations and programs across Fintech (Financial Technology), BPO, and Market Research, leading global, multi-site teams (300+ HC). Proven in program/PMO governance, Customer Success/onboarding, and risk/compliance (KYC/Sanctions) with measurable P&L impact. Expert in stage-gated delivery (G0-G6), OKRs/KPIs, and vendor/BPO orchestration, aligning strategy to results (margin ↑, quality ↑, time-to-value ↓)
Overview
18
18
years of professional experience
1
1
Certification
Work History
Senior Operations Manager (Global Fintech Account)
Teleperformance
2024.11 - Current
- Own a 300-HC program across in-house/BPO sites, aligning client strategy with KPI/SLA governance, compliance, and margin protection.
- Margin +9% YoY (to 24.1%) and €200K GM via workforce right-sizing, budget control, and KPI cadence (AHT, QA, SLA, absenteeism).
- Performance framework resolved 85% of cases with targeted coaching; enabled required attrition while retaining top talent and protecting BAU KPIs.
Risk Program Manager (Fintech)
Remitly
2022.10 - 2024.11
- Relaunched Risk Review Screen achieving 92% adoption and 68% agent-reported speed/quality lift; standardized SOPs, scorecards, and enablement.
- Delivered 100% sanctions remediation on schedule across Nicaragua, Philippines, Ireland, and Colombia with OKRs, CAPA, and audit-ready controls.
- Instituted G0-G6 stage-gates, RAID & Decision Log, and CR control, shortening cycle time and reducing rework across sites.
- Global (Multi-Site)
Senior Operations Manager (Partner Success & Escalations)
Remitly
2021.02 - 2022.10
- Scaled PSE from 20 to 110 HC, defining role profiles, KPIs, and SOPs to standardize performance visibility.
- Built an executive-involved escalations stream improving time-to-resolution and reducing repeat contacts; VOC pipeline fed Product & Ops roadmaps.
- Global (Multi-Site)
Billing Coordinator
Tinuiti
2020.07 - 2021.02
- Owned end-to-end billing, collections, and reconciliations, improved accuracy and timeliness via process fixes and stakeholder alignment and achieved 100% of my monthly targets.
- Supported month-end close (cut-offs, accruals/prepaids, GRNI checks); improved DSO and exception rates.
- Remote
Regional Administration Manager
Dichter & Neira
2018.11 - 2020.05
- Led administration for 7 countries, delivering 7 new legal entities in 6 countries 2 months ahead of schedule.
- Improved annual budget performance by 12% and reduced the company's legal risk provision by 57% (from €350k to €150k).
- Regional (LATAM & Caribbean)
Quality Manager, Regional Validation Center
Dichter & Neira
2016.11 - 2018.11
- Led QA and validation for network research studies for a team of over 90 individuals.
- Owned productivity, cost, and quality indicators, and instituted business intelligence and continuous improvement initiatives.
- Regional
Call Center Manager
Dichter & Neira
2016.05 - 2016.10
- Led multi-client projects portfolio from quotation to delivery, ensuring all projects met 100% on-time commitments and cost targets through daily controls and corrective action plans.
- Regional
Call Center Payment Manager
Banco LAFISE Bancentro
2013.11 - 2016.05
- Increased billing revenue by 300% through synergies with sales executive team to drive for new business and the creation of a framework and playbook for the call center payment management, achieving operational efficiency, productivity increase by 20%, reduced errors by 15% and a positive work environment with a decreasing staff turnover.
Sales Executive
Seguryal Representaciones
2013.02 - 2013.10
- Achieved consistently 100% of my sales targets selling architectural finishes by spec-in advising architects/contractors, performing take-offs and project budgeting, and guiding product selection and space optimization to secure wins from design through purchase.
Project Manager
SuMédico Hospital Expansion
2012.07 - 2012.12
- Directed the end-to-end expansion of the Hospital: redesigned blueprints, coordinated multidisciplinary teams and suppliers/owners, prioritized workstreams, and supervised onsite execution to high quality while complying with 100% of the building and design regulations.
Operations Manager
SITEL/FOUNDEVER
2008.04 - 2012.06
- Promoted from Agent to Mentor/QA Coach to Supervisor to Senior Supervisor to Operations Manager Track Trainee (2008-2012) in a telecom BPO, leading a line of business of ~150 HC (supervisors + agents) across customer care, tech support, billing, retention & upsell; owned day-to-day delivery, KPI governance (AHT, QA/FCR/CSAT, sales), and client-facing communications, over achieving 100% of all KPIs.
- Nicaragua
Education
MBA - Business Administration And Management
Universidad Centroamericana
Nicaragua12.2025
Bachelor of Arts - Architecture
Universidad Nacional De Ingeniería
Nicaragua12.2025
Skills
- Leadership & Strategy
- Program / PMO Delivery
- Operations Excellence
- Customer Success / Escalations
- Risk & Compliance (Financial Technology)
- Finance & Commercial Operations
- Data & Analytics
- Tooling
- Methods
Accomplishments
- +9% YoY margin, €200K GM uplift on a 300-HC fintech program via workforce/rightsizing and KPI governance.
- 92% global adoption of risk review tool after relaunch; standardized SOPs/scorecards and staged enablement.
- 100% Sanctions remediation program delivered on schedule across 4+ sites (in-house & BPO), with durable controls.
Certification
- Lean Six Sigma Yellow Belt, COPC Inc., 2025
- Leadership Foundations, Dale Carnegie Training, 2018
- High Performance 3.0, The Pacific Institute, 2017
Languages
Spanish
English
Work Preference
Work Type
Full TimeLocation Preference
HybridOn-SiteRemoteImportant To Me
Work-life balanceCompany CulturePaid time offStock Options / Equity / Profit SharingCareer advancementHealthcare benefitsWork Authorization
Right to work in Spain, PAC transfer via UGE (company-sponsored)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Senior Operations Manager (Global Fintech Account)
Teleperformance
2024.11 - Current
Risk Program Manager (Fintech)
Remitly
2022.10 - 2024.11
Senior Operations Manager (Partner Success & Escalations)
Remitly
2021.02 - 2022.10
Billing Coordinator
Tinuiti
2020.07 - 2021.02
Regional Administration Manager
Dichter & Neira
2018.11 - 2020.05
Quality Manager, Regional Validation Center
Dichter & Neira
2016.11 - 2018.11
Call Center Manager
Dichter & Neira
2016.05 - 2016.10
Call Center Payment Manager
Banco LAFISE Bancentro
2013.11 - 2016.05
Sales Executive
Seguryal Representaciones
2013.02 - 2013.10
Project Manager
SuMédico Hospital Expansion
2012.07 - 2012.12
Operations Manager
SITEL/FOUNDEVER
2008.04 - 2012.06
MBA - Business Administration And Management
Universidad Centroamericana
Bachelor of Arts - Architecture
Universidad Nacional De Ingeniería