.**Responsibilities**:- Manage and drive the incident management process from Start to Finish.- Produce the weekly Incident Management Report communicated with all senior leaders in supported Lines of Business.- Facilitates and ensures Issue Management Quality Standards are met for issues documented- Act as the Single point of Contact for issue metrics.- Transform raw data into useful metrics and reportable information for senior leadership.- Develops and produces issue and incident metrics for Senior Leadership on a weekly, monthly and quarterly basis.- Perform quality assurance over issues being reported on multiple executive level reports to include Monthly Operations Decks and Weekly Control Decks.- Leverage communication and influencing skills to guide issue and corrective action plan owners and issue managers during times of distress during the issue management process.- Keeps abreast of the organization's operational processes and best practices for business strategy.- Build partnerships with supported Line of Businesses Operations leaders, process owners, client experience leaders, control leaders, and Training, so that efforts are aligned with strategy and department efforts, regular two-way communication exists, downstream impacts are considered and business solutions are optimized.- Has the ability to operate with a limited level of direct supervision.- Can exercise independence of judgement and autonomy.- Acts as SME to senior stakeholders and /or other team members.- Ability to manage teams.**Qualifications**:- Ability to run and manage conference calls with business partners, technology and functional peers from multiple disciplines to reach a common goal.- Prefer experience of Transactions Services functional knowledge- Proficient with the iCAP system, experience with Cognos is a plus.- 6-10 years of experience**Education**:- Bachelor's/University degree or equivalent experience, potentially Masters degreeSupervisar el proceso de la administración de la cuenta, Publicidad y promoción, Asesoría previsional, sistemas, etc, de acuerdo al plan de funciones o resultados vigentes.Asegurar el seguimiento, soporte y asesoría a las áreas de operación, servicio a clientes, comercial, entre otras, para la ejecución en términos de la regulación y disposiciones aplicables.Dar seguimiento a mecanismos de supervisión, como la Matriz de vulnerabilidades, a fin de detectar de forma preventiva cualquier riesgo de cumplimiento que pueda afectar a los trabajadores registrados en la AFORE.Proponer el plan de funciones, objetivos y planeaciones en la sección operativa. Entrega de reportes con la frecuencia establecida.Gestionar métricas de cumplimiento.Gestionar los resultados de las revisiones en materia operativa, generar paneles y reportes correspondientes.Dar seguimiento a las observaciones existentes y que se hayan generado por el regulador, auditor, CN, etc