Marcelo Fernández is a financial process and service designer with over 10 years of experience at top global financial institutions. He has a proven ability to identify service gaps, measure their impact and root causes, and co-create solutions to close gaps through process improvement. Fernández seeks to continue developing his skills in service innovation in the UK.

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Marcelo Fernández
Financial process and service designer.

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ABOUT ME.
Closing the gaps.
With the multiplication of service channels,
pressure from customers to obtain services
instantly and businesses operating in silos,
customer experiences fall into gaps between
channels and company departments.
• From my experience in process and
service design: I am able to identify
service gaps, their impact in customer
satisfaction and their root cause.
• From my business knowledge: I can
measure their value for present and
future profits.
• From my ability to work with various
profiles and levels of the organization: I
can co-create the solution that closes the
gap, and manage its implementation.

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ABOUT ME.
A brilliant dribbler.
I was born and raised in Argentina, a country
where change is the norm. That makes me a
brilliant dribbler in my profession.
• I am a creative “out of the box” thinker. I face
problems with a positive attitude, and I love
finding innovative solutions.
• I am sensible about my strengths and
weaknesses, those of the teams I am part of,
and the interests of stakeholders.
• I am passionate about what I do.
As a result of these competences, throughout my
career I have stood out as a motivator in teams
with excellent performance.
In the UK I look forward to continue developing
my skills and being a key player in service
innovation.

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Over 10 years’ experience at top tier global financial institutions.
PROFESSIONAL EXPERIENCE
Industrial and Commercial Bank of China - Buenos Aires, Argentina
Nov 2012 / Apr 2016
Senior Process Analyst, Process Engineering(Mar-14 / Apr-16)
Reports to the Process Engineering Team Leader and Process Engineering Manager, with
responsibility for up to three staff.
• Responsible for delivering process and service design projects, aimed at improving customer
satisfaction and efficiency, while meeting regulatory, credit and operational risk.
• Conducting service design workshops and training sessions.
• Coaching and leading analysts in order to contribute to their professional development and
achieving project goals.
• Estimation of project delivery time and cost.
• Main projects included: customer on-boarding, wholesale web platform redesign, retail mobile
banking log-in and mutual funds subscription and redemption.
Process Analyst, Process Engineering(Nov-12 / Mar-14)
Reports to the Senior Process Analyst and Process Engineering Team Leader.
• Process surveying and mapping.
• Functional analysis of process automations.
• Process improvement under Six Sigma methodology.
• Quick wins through programming of macros in Visual Basic for MS Excel.
• Main surveyed and automated processes included: pension payments, electronic transfers,
treasury operations, cash transport and credit card claims.

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Over 10 years’ experience at top tier global financial institutions.
HSBC Bank - Buenos Aires, Argentina
Aug 2005 / Nov 2012
Credit Policy Analyst, Retail Credit & Risk (Feb-12 / Nov-12)
• Portfolio performance analysis and reporting for the retail segment. Credit policy writing and
implementation.
• Responsible for the implementation of an in-house developed credit score –provided by the Analytics
Department– which allowed the automation of retail overdraft renewals. The net value added of this
project amounted to USD 300,000 in a 2 year period.
Process Analyst, Change Delivery (Sep-10 / Feb-12)
• Local coordination of global improvement initiatives, involving IT, business areas and operations.
• Process surveying and improvement under Lean principles.
• Quick wins through programming of macros in Visual Basic for MS Excel.
Risk Analyst, Global Banking (Nov-07 / Sep-10)
• Analysis of financial statements, cash-flow and market reports of multinational companies.
• Preparation of credit requests and negotiation with the Credit & Risk department.
Trainee, Pension Fund Administration(Dec-06 / Nov-07)
• Collaboration in the website design for the HSBC pension fund administration business.
• Sales performance reporting.
Junior Cost Analyst, Procurement (May-06 / Dec-06)
• Analysis of financial statements of suppliers. Analysis of deviations in cost/expense accounts and
provisioning.
Intern, Credit & Risk (Sep-05 / May-06)
• Assistance to credit risk officers and other administrative tasks.
PROFESSIONAL EXPERIENCE

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EDUCATION AND CERTIFICATIONS
• ITIL v3 Foundation, EXIN
• Six sigma green belt course and
certification, ICBC Bank Argentina
• Project management (PMBOK)
course, Universidad Católica
Argentina (Argentine Catholic
University)
• MBA degree studies, Universidad
Torcuato DiTella (Torcuato DiTella
University)
• Bachelor in business administration,
Universidad Católica Argentina
(Argentine Catholic University)
A mixed profile including business and IT knowledge, allows me to tear down silos
between product areas, operations, technology.

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SKILLS
• Spanish: native
• English: bilingual
• Portuguese: intermediate
• Mandarin: basic
• French: basic
Languages
• Advanced MS Office user
(including macro
programming in VBA)
• MS Visio
• Software AG BPM
designer
• Basic SQL queries
• Clarity
Software
I can sing and play several instruments, and I used to
perform in a Beatles tribute band in Argentina. This
creative skill is a key differentiator in my added value to
professional projects.
Hobbies
Facing new challenges with passion and
creativity is my trademark.

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Gilda Gonzalez (Team Leader – Process Engineering at ICBC)
“I am happy to recommend Mr. Marcelo Fernandez as an outstanding process improvement and service design
analyst with great potential for future growth.
Marcelo has proven to possess remarkable flexibility in working with all areas and levels of the organization, from
surveying processes in branches and operational areas to presenting projects in executive committee meetings.
He is a creative team player, highly motivated and committed to the results of the projects in which he is
involved.
Since March 2014, when he was promoted to senior process analyst, Marcelo also has successfully been
coordinating the work of junior analysts of the team and actively contributing to their induction and training.
In July 2015, Marcelo was assigned to lead the corporate online banking redesign project, working together with
a specialized Service Design consultant. He conducted investigations with customers, participated in the design
of personas and led customer journey and service blueprint workshops.
Furthermore, he also conducted training sessions on this new methodology for his fellow analysts.”
Santiago Trevisán (Innovation & Service Design Consultant at InterCultura)
“Marcelo’s profile is very interesting and shows a great potential. His combination of experience in financial
processes and sensibility from experience in music have helped him grow in Service Design. His openness to
change, his clarity for presentations (storytelling) and empathy in workshops make him a key person of the work
team.”
REFERENCES

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MARCELO JAVIER FERNANDEZ
Spanish citizenship (eligible to work in the
UK/EU without sponsorship)
Address:
41C British Grove South, London W4 2PU,
UK
Mobile:
+44 7732 803 855
E-Mail:
marc.jav.fernandez@gmail.com
LinkedIn:
https://uk.linkedin.com/in/marcelo-javier-
fern%25C3%25A1ndez-49b6b745/en
KEEPING IN TOUCH