Dr. Vernon L. McIntosh Jr.
Jason Cox
Fabian Salazar
Ricardo Badillo
Gil Paez
Gil Paez is the Productivity Head for Citi Finance & Risk Shared Services (FRSS) division located in Costa Rica. He has over 13 years of experience in technology and operations with a focus on automation. He leads a team of 3 groups: CitiLean Process Improvement, Automation Solutions, and End User Computing (EUC) Management.
Gil has improved the FRSS Costa Rica productivity and control environment by creating a culture of continuous improvement to drive efficiencies for the business. Throughout his career, Gil has provided the business with many implementations leveraging multiple technologies to create user-friendly solutions. For the past 4 years, he has added Robotic Process Automation and scripting to their toolkit advancing their ability to integrate the End to End process.
Gil joined Citi in 2006 in CSS FRSS Tampa center and migrated to Costa Rica in 2010. He received his B.S.B.A degree from Bowling Green State University with a focus of Management Information Systems in addition to Spanish.
Gil is a proponent of the ‘power user’ model, which is the end game for automated service delivery. Citi FRSS engaged a RPA training where business analyst were able to create 50% capacity with the specific use case brought to the training. As a consequence, Citi FRSS will be leveraging a power user model, where business analysts will now be trained to write bots so that they do not need to rely on technology business units, who will focus on maintaining infrastructure and change management. This model allows for very fast implementation and scaling.
- Identify the best scaling model to adopt in your enterprise, after an analysis of the pros and cons of each approach, and use cases demonstrating success.
- ‘Hub-and-Spoke’ – Centralized ‘hub’ CoE disseminating best practices for training, deployment and monitoring to other ‘spoke’ CoEs across the globe. Arguably more thorough and rigorous approach.
- ‘As-a-Platform’ – RPA capability developed into a platform so that enterprise users can request automation of their processes ‘as-a-service’. Arguably more user-friendly and less labor-intensive approach.
