Assistant Manager for Operations HSBC Philippines

Managed a team of 7 collectors, driving performance through coaching and process improvement, ensured quality, compliance, and customer satisfaction while handling high-risk accounts and advocated for continuous improvement and team development. ● Manage daily team logistics including break schedules, leave requests, and off-phone time to ensure optimal staffing and continuous customer support within defined service levels. ● Monitor and manage monthly team shrinkage to align with business targets and operational goals. ● Review individual and team KPIs regularly to identify performance gaps, provide feedback, and implement action plans for improvement. ● Prepare and write detailed month-on-month, mid-year, and annual performance assessments for each team member to track progress, provide support, and guide career development. ● Coordinate monthly performance discussions with business partners to present team strengths, highlight challenges, and identify improvement areas to drive service excellence. ● Analyze recurring operational challenges and lead process improvement projects to streamline procedures and enhance team efficiency.