Advisor, Customer intelligence (Testing & Implementation Lead)

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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This may be the opportunity to change your life and take your career to the next level.

Oriental is a great place to work, grow and develop. Each employee is key in the company's success. Our team consists of an excellent group of people and we believe you could be one of them. We offer you the opportunity to work and be part of an organization that is dedicated to progress. We offer diverse employment opportunities that go from internships to executive positions. We recognize that our employees are the most important asset of our company, which is why we foster an environment of collaboration, based on trust and mutual respect. Our selection process promotes equal employment opportunity and does not discriminate on grounds of sex, color, age, social status, religious beliefs, veteran status or disability. Included is reference material including our recruitment privacy policy and any relevant labor laws we abide to:

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Oriental es un gran lugar para trabajar, crecer y desarrollarse. Cada empleado es nuestro factor clave en el éxito de la compañía. La mejor gente del mundo trabaja aquí y creemos que podrías ser uno de ellos. Oriental te ofrece la oportunidad de trabajar y ser parte de una organización que se dedica al progreso. En Oriental ofrecemos diversas oportunidades de empleo, que van desde internados hasta puestos directivos. Reconocemos que nuestros empleados son el activo más importante de nuestra compañía, es por esto que fomentamos un ambiente de colaboración, basado en la confianza, el respeto mutuo, al valorar las diferencias de cada empleado. Nuestro proceso de selección es uno que promueve la igualdad de oportunidades en el empleo y no discrimina por razón de sexo, color, edad, condición social, creencias religiosas, condición de veterano o incapacidad. A continuación material de referencia incluyendo nuestra política de privacidad y leyes laborales aplicables:

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