Mario Umali CIPM™ MPM™
VP – Operations and Project Implementations at SD Solutions, Inc.- Claim this Profile
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English -
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Spanish -
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Filipino -
Topline Score
Bio
Credentials
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Certified International Project Manager (CIPM)
AAPM ® American Academy of Project Management ®Feb, 2023- Nov, 2024 -
Master Project Manager (MPM)
AAPM ® American Academy of Project Management ®May, 2022- Nov, 2024 -
Project Management and Development
California State University, Dominguez Hills
Experience
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SD Solutions I.T. Outsourcing, Inc.
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Philippines
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IT Services and IT Consulting
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1 - 100 Employee
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VP – Operations and Project Implementations
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Jan 2010 - Present
• Established and set up multiple LOB’s ranging from payroll outsourcing, US healthcare support, customer care (Life and non-life Insurance, logistics, IT support) and IT software development. • Serve as a key enabler of Human Capital and Operations to corporate and client-partners with dual reporting to President/CEO SD Solutions and Global/Local Client-Partners Executives. • Identify areas for function centralization and best practices for start-up outsourcing/shared services. • Partnered with external HR Leaders and Finance to identify and formulate solutions to address payroll road-blocks, challenges, redundant process and bottlenecks. • Established standards and guidelines that have to be followed by payroll outsourcing department aligned with the lean-six sigma principle. • Traveled to all local and regional Client-Partners offices to cultivate, promote and develop Captive and Shared Services Initiatives. • Personally closed payroll outsourcing service contract for multiple local client-partners with a guaranteed 3 years lock in period. • Conducts after sales activities and project review to ensure that SLA have been achieved and adhered. • Maintains positive the relationship with clients and ensures overall client satisfaction by implementing Quarterly VOC and support on demand platform. • Disseminates job orders and client requests to the proper departments to meet client manpower needs • Ensures that delivery of client requests are met within service level agreements • Manages expectations of operation teams regarding scope and limitation of client engagement • Monitors the progress and completion of client job orders • Attends to general client concerns and gathers feedback from clients • Drives process improvement initiatives across all business segment. Show less
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UnitedHealth Group
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Hospitals and Health Care
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700 & Above Employee
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Operations and Project Implementation Director
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Dec 2005 - Dec 2009
• Established and Directed 12 facilities for business group that handled multiple outsourcing (captured) campaigns. • Oversaw Operations functions supporting 2000++ employees with Human Resources (served as HR Business Partner to Operations), Training and Development, Relationship and Solutioning Team as core service delivery partners. • Collaborated with the Regional Head for Operations and Finance while assisting Site Director for Operations and site leaders in growing their operations through innovative program management. • Sponsored PMO and other divisions and in implementing Six-Sigma and lean programs across all business towers. • Collaborated with Project Management Team to roll out multiple project transitions in various Regional locations. • Work in partnership with Recruitment Team to spearhead, Develop and implement new recruitment programs, including Internet recruitment portals and kiosk, pre-employment/post-offer background searches that helped assure fit between candidates and jobs. • Team up with Training and Development Group to Design and implement management-training program functioned as cornerstone for employee retention and increased employee morale. • Initiated KPI management system to update field managers, senior managers and executives on progress of goals in areas such as KPI, KRA, CSAT, employee turn-over and attrition, benefit cost and cost-savings efforts. • Orchestrated turnaround of underperformed site by reducing the call abandon rate from 27% to 12%; accelerated claims application processing time from 7 days to 2.5 days; 37% decrease in cost per call rate. Show less
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Advance Contact Center
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Beverly Hills, CA
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Operations and Project Implementation Head
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Dec 2003 - Nov 2005
• Develops and communicate action plans for individuals based on performance. • Set specific objectives for each supervisors that includes performance improvement and developmental goals. • Ensures consistency in performance despite the aggressive ramps of the project. • Reviews and maintains quality standards and targets of the team. • Maintain effective communication that addresses the information need at various levels within the company including the executive management. • Evaluates performance results and implement program improvement. • Ensure that the campaign operates efficiently according to client and company KPIs. • Responsible for overall coordination, status reporting and stability of project oriented work efforts. • Handles medium to large projects that span functional areas, application systems or environment. • Successfully conceptualized and launched CSAT support bay. • Implemented Transition Bay to facilitate the transition from one training program to another. • Effectively and efficiently implemented cross functional training program across all cluster to ensure better manpower and service level adherence. Show less
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ACC Inc
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Beverly Hills, CA
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Associate Project Manager
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Nov 1999 - Nov 2003
o Assist in selection and hiring process of project team. o Participate in designing and tracking of implementation project plans. o Engage and direct training transitions and metrics baselining. o Review and interpret project requirements and specifications. o Manage relationships and interface on a daily basis with vendors and partners. o Prepare RFO, review pricing and proposal administration o Assist in selection and hiring process of project team. o Participate in designing and tracking of implementation project plans. o Engage and direct training transitions and metrics baselining. o Review and interpret project requirements and specifications. o Manage relationships and interface on a daily basis with vendors and partners. o Prepare RFO, review pricing and proposal administration
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Education
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2006 - 2008
California State University-Dominguez Hills
Graduate Studies, Project Management and Development
Community
