Experience

My Own Staff

• United States
• Outsourcing and Offshoring Consulting
• 1 - 100 Employee

• Vice President of Operations

  • Sep 2021 - Present

  • Country Manager for Philippines . Lead global operations to achieve/exceed P&L expectations. • Implement appropriate mechanisms to identify, understand and call out performance gaps and/or performance breakthroughs. Develop and implement improvement plans to close performance gaps. • Lead knowledge design, implementation & support for complex domain. Monitor & review solution implementation process in a reciprocal manner. • Country Manager for Philippines . Lead global operations to achieve/exceed P&L expectations. • Implement appropriate mechanisms to identify, understand and call out performance gaps and/or performance breakthroughs. Develop and implement improvement plans to close performance gaps. • Lead knowledge design, implementation & support for complex domain. Monitor & review solution implementation process in a reciprocal manner.



Sutherland

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Business Director, Service Delivery

  • Mar 2017 - Sep 2020

  Responsible for overall Service Delivery for Technical Support for Clark & Tarlac Sites, Voice, Chat, Email5 Direct Reports and 20 Indirect Reports with total 1100 FTEsImproved metric attainment from 60% to 88%Has launched email support with 42 initial FTEs – first in this Account in the PhilippinesImproved LaserFocus metrics from 20% to 80% during first few runs and consistently meeting the 85% monthlyTM & Support Ratio Optimization through jobcode correctionPartners with Global resources to align Global Leadership strategies and solutionsEnsures compliance with all established policies and procedures. Create/modify procedures to effectively manage Operations Show less

• Director, Organizational Excellence

  • Jul 2014 - Sep 2020

  9-time Platinum Site for FY16Improvement on LaserFocus metrics from 20% meeting to 90% meetingEstablished Governance on tracking, analyzing, improving and sustaining a KPI in redPartners with Service Delivery in implementing overall OE activities for Clark & Tarlac sitesHas conducted several batches of Greenbelt Lean Six Sigma classes in Clark & TarlacWith assistance from BC team, identify program(s) in each site that would benefit most from. Establish the dashboard, collect the data and meet regularly with the team to drive improvements to challenged metricsProcess Excellence Process: Monthly review of each program in the site ensuring BQM process is being executedEnsure all SoW requirements are efficiently being met for all programs; leveraging Six Sigma wherever possible, reviewing and driving coaching compliance, ensuring Quality is adding value back to operationsThrough the use of Six Sigma methodology be able to predict what is to come based on what the data tells usManage change as a result of process improvement initiativeLeads the Client OE team in supporting the Service Delivery team in achieving client and employee satisfaction while earning maximum potential revenue and margin through sustainable and repeatable strategies following Sutherland’s Model of ExcellenceLeads the Client OE team in process improvement activities through reduction of variation and wasteManage Financials through Qualitative Net Income Improvement. Identify improvement opportunities on revenue through Bonus Maximization projectsIdentify opportunities for automation projects that will benefit the Client processesIdentify cost savings initiatives for both the Client & Sutherland through Six Sigma project deployment Show less



SourceHOV

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Service Delivery Head, Operations

  • Feb 2013 - May 2014

  SourceHOV is a global provider of transaction processing solutions, strategic consulting and data analytics services that are delivered through innovative technology-platforms and offer streamlined workflows based on client-specific business rules. The company’s services and solutions result in improved quality and increased efficiency, and when coupled with data analytics, can provide critical quantitative insight to enhance business intelligence and support effective decision making. We provide an extensive portfolio of solutions to a wide variety of industries including healthcare, financial services, legal, government and many other commercial entities – including more than half of the Fortune 100. SourceHOV’s global workforce is made up of more than 12,500 employees and operates in more than 80 delivery centers in six countries including the U.S., Canada, China, India, Mexico and the Philippines. Show less



Genpact

• United States
• Business Consulting and Services
• 700 & Above Employee

• Six Sigma Black Belt

  • Jul 2011 - Feb 2013

  • Coach and mentors Greenbelt • Facilitates Six Sigma Greenbelt Training Certification and Process Excellence Trainings • Establish and Drive Lean Six Sigma Program as integral part of the Daily Business • Develop goals, objective and plans for Lean Six Sigma and provide innovative leadership driving quality performance within the business • Direct the improvement in the various processes, recognize the need for changes, and initiate appropriate improvement actions. Ensure the use of problem-solving and root cause analysis where necessary and also responsible for compliance of Service level agreements. • Identify process improvement opportunities; implement action plans to enhance operating effectiveness while reducing total costs and increase the productivity gains • Deploy Six Sigma infrastructure Processes on the shop floor. Monitor and audit the deployed processes for the effectiveness and efficiency. • Supports key stakeholders in creating/building case studies which have driven business impact • Provide effective selection, assignment, motivation, development, performance management and recognition of employees Show less



Sitel Group

• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Process Improvement Program Manager

  • Jan 2009 - Jul 2011

• Process Quality Analyst

  • Feb 2007 - Jan 2009



Globalstride

• Outsourcing and Offshoring Consulting
• 1 - 100 Employee

• Quality Assurance

  • Mar 2005 - Jun 2006