Director Of Operations

• Nov 2019 - Present

Sr. Claims Manager

• Jan 2016 - Nov 2019

• Manage the day to day operations of the Life Claims Department to ensure timely and accurate fulfillment of benefits • Develop and implement business guidelines and procedural manual that conform to the policies and procedures of the global standards and Philippine regulations • Complaints handling raised by the customers and/or agents • Attends mediation meetings with the Insurance Commission • Chairperson of the Claims Committee – managing of claims appeals and reporting • Manages the Transitory account of the Operations team • Relationship Manager for third party Legal Consultant • Leads for all internal and/or external audits • Prepare and provide metrics and reports to the management and/or stakeholders • Conducts training sessions related to the Claims Processing to the Agents/Distributors • Drives change initiatives in automation and robotics • Travels as required

Operations Manager

• May 2012 - Dec 2015

Provides leadership to the Canadian Group Benefits Health and Dental Claims organization with 2 Senior Team Leaders, 9 Team Leaders, 8 Trainers and Quality Specialists and 172 Medical Claims Adjudicators. The team handles adjudication of claims and processing imaged claims. Identifies, resolves and responds to service issues with effective solutions. Ensures team members’ technical expertise and processing skills are utilized to ensure accurate and timely adjudication of claims.

Senior Team Leader

• May 2006 - May 2012

Manage the daily operations of Canadian Group Benefits Plan Implementation and Amendments with 3 Assistant Team Leaders and 40 Business Process Associates. The team is responsible for completing the set-up of the client structure on all applicable systems that include sending out booklets and member cards for the plan. The team also revises plan structures based on amendment requests. Coordinates with Business Unit counterparts to resolve on-the-spot process clarifications and gaps. Discuss feedback on a real-time, daily, weekly and monthly with the team and Business Unit as well. Provide management with operational plans, training reports and updates. Measure the impact of action plans and make adjustments as needed. Conduct business with honesty and integrity in compliance with all applicable legal and regulatory requirements.

Jr. Sales and Technical Support Engineer

• Jul 2005 - May 2006

Provides full range of Technical Support Services to contractors, engineers, architects at design stage as well as to the construction community prior or during project construction. Partners with client in design/supply for Design Build Contracts and offer alternative solutions at tender and construction stage. Attends weekly meetings with General Manager and Sales Manager and submits call reports, weekly activities reports and monthly sales activity forecasts for assigned accounts. Provides full range of Technical Support Services to contractors, engineers, architects at design stage as well as to the construction community prior or during project construction. Partners with client in design/supply for Design Build Contracts and offer alternative solutions at tender and construction stage. Attends weekly meetings with General Manager and Sales Manager and submits call reports, weekly activities reports and monthly sales activity forecasts for assigned accounts.