The Advisor, Customer Intelligence & Operations (Testing and Implementation Lead) is responsible for leading and supporting testing, implementation, and production readiness activities related to RM (Pega), Infinity, and other operational systems. The role ensures testing processes, implementation activities, and system changes are executed accurately, efficiently, and in compliance with established procedures, operational requirements, and quality standards.

This position serves as a subject matter expert and partners with business, operations, and technology teams to support system enhancements, identify process improvement opportunities, mitigate operational risks, and ensure successful implementations. The position works hybrid and reports to Oriental Center in San Juan, Puerto Rico.

MAIN DUTIES & RESPONSIBILITIES:

• Lead testing and implementation activities to ensure adherence to established procedures, quality standards, timelines, and operational requirements.
• Plan, coordinate, and execute testing strategies, including test design, execution, validation, defect tracking, and resolution across all testing phases.
• Lead implementation activities and production readiness efforts, ensuring smooth deployment of system changes and successful integration into daily operations.
• Develop and maintain testing procedures, controls, and monitoring processes to ensure consistency, accuracy, and process integrity.
• Analyze testing results, identify defects, control gaps, risks, and process improvement opportunities, and recommend corrective actions as needed.
• Prepare, analyze, and maintain testing documentation, reports, dashboards, and supporting data for monitoring, auditing, and management decision-making purposes.
• Provide guidance and consultation to business and operations partners regarding testing requirements, implementation readiness, process gaps, trends, and improvement opportunities.
• Support cross-functional initiatives involving system enhancements, operational improvements, automation opportunities, and strategic projects.
• Monitor end-user readiness and support training, communication, and transition activities related to new processes, system changes, and implementations.
• Ensure compliance with internal controls, regulatory requirements, operational policies, and quality standards while supporting continuous improvement efforts and other assigned duties.
• Other duties may be assigned.

MINIMUM REQUIREMENTS:

• Bachelor’s degree in Business Administration, Information Systems, Computer Science, Engineering, Finance, or a related field required.
• Seven (7)+ years of experience in User Acceptance Testing (UAT), production regression testing, implementation support, systems testing, operational readiness, or related disciplines required.
• Previous leadership, supervisory, project coordination, testing lead, team lead, or people development experience required.
• Minimum education and experience requirements may be substituted with an equivalent combination of education, training, and relevant experience.
• Strong knowledge of testing methodologies, implementation practices, defect management, process controls, operational readiness, and quality assurance principles.
• Strong analytical, critical-thinking, troubleshooting, and problem-solving skills, with the ability to identify root causes and recommend effective solutions.
• Experience working with Agile methodologies, project management tools, workflow automation solutions, Microsoft Power Automate, Microsoft Copilot, or related technologies preferred.
• Proficiency in Microsoft Office applications, including Excel, Word, PowerPoint, Outlook, and reporting tools required.
• Extensive knowledge of financial institution regulations, operational policies, procedures, internal controls, and risk management practices.
• Strong leadership, communication, collaboration, influencing, and stakeholder management skills, with the ability to coach stakeholders, drive accountability, manage competing priorities, and coordinate cross-functional initiatives.
• Effective written and verbal communication skills in English and Spanish, with the ability to communicate technical and operational concepts to stakeholders at all organizational levels.

WORK AUTHORIZATION & ELEGIBILITY:

• Legally authorized to work in the US is required. This position is of indefinite duration and requires candidates to have permanent or ongoing work authorization.
• Employee is responsible for maintaining eligible work authorization throughout his tenure with the organization.

Oriental is an Equal Opportunity Employer (EEO/Affirmative Action for Veterans/Workers with Disabilities)

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