Senior Delivery Manager

Overview

Looking for full-time work (8 hours/day)

at $11.36/hour ($2,000.00/month)

Bachelors degree

Last Active

July 2nd, 2019 (1768 days ago)

Member Since

February 19th, 2019

Profile Description

Senior Operations Manager with over 15 years of experience in managing operations in an effort to increase the operational effectiveness of the campaign/s and to exceed client's needs including: planning, developing and execution of operational strategies. Conceptualized and implemented specific process procedures & improvements to ensure maximum effectiveness and efficiency of service.

Management Strengths:

• Lean Six Sigma Certified
• Excellent Business Acumen & Strategic Vision
• Developed & Implemented Business Process Improvements
• Optimum Data Analysis & Reporting skills
• Exceptional Analytical & Decision Making Skills
• Outstanding Strategic Planning & Implementation
• Quality Management & Compliance

Professional Experience:

Teletech Customer Care Management
Mar 2018 -Feb 2019
Philippines Incorporated
Senior Delivery Manager

• Senior operations executive responsible across multiple Google products & services such as Google Ads, Google My Business & Google Marketing Solutions Group’s across global markets with significant experience supporting Fortune 500 companies in optimizing their global sourcing strategies.
• Responsible for location strategy and managing locations worldwide such as North America, Australia, New Zealand and Asia Pacific regions 350+ vendor seats
• Co-leads on annual gatherings of an organization's high-level global leaders from Japan, Malaysia, Korea & India to discuss large scale goals and possible changes. In order to make a summit most effective the content must be geared towards an important topic; it has to be more than a simple meeting.
• Experience in customer operations & service; employee operations (human resource operations); vendor, outsourcing strategy and footprint optimization; enterprise-wide systems strategy & deployment; and business strategy (YoY growth).
• Optimizing sales operations for a global telesales & in-person sales force -responsible for recruiting, training, process efficiency, workforce planning and compliance for a global salesforce.
• Prepare and provide inputs from delivery perspective to SOW, RFP process. Provide inputs to transition team on domain specific SLA’s
• Has full P&L responsibility for all programs/ accounts/LOB’s or practice areas/verticals and supported; managed call center budget and analyzed and controlled expenses of the call center
• Maintains cordial and effective working relations with external clients and serves as primary interface and escalation point for clients
• Increase traffic acquisition by planning, leading and executing strong marketing strategies across, especially through bidding tactics, retargeting, lead/demand generation tactics
• Manage digital analytics e-commerce , digital campaign digital assets traffic analysis and extensive experience selling advertising solutions
• Define digital solutions/assets to improve the overall digital customer experience based on digital assets performance trends and insights
• Solid Knowledge of ranking factors and search engine algorithms (Search Engine Marketing; Organic & Paid Search)
• Managing group of Campaign Managers/Account Strategist & Specialists, to develop creative marketing campaigns to accelerate the customer pace of customer acquisitions/ CPA
• Build paid search /marketing performance based optimizations, landing page test to track measure and report marketing performance
• Analyze intraday statistics, delivery center performance, service levels, workload and scheduling statistics to recommend courses of action in balancing service levels to business and agent/staff requirements
• Prepare department reports for daily, weekly, monthly, quarterly and yearly periods
• Identify business process excellence improvement opportunities, contributing to design and execution
• Analyze current and historical work volumes and patterns, handle time, productivity trends/patterns and all future volume/work requirements to develop budget and volume/work forecast
• Develop and coach people managers to drive, assess performance and develop actionable insights to capture opportunities, engage with stakeholders in agencies and clients.
• Build and actively manage effective long- term company planning process to deliver business growth, engagement and client satisfaction and enhanced portfolio health.
• Define the future of company management and help to develop the necessary infrastructure and process. Initiate and run strategic initiatives to further develop new and existing company business.

Concentrix Technologies, Incorporated
Jun 2017 - Dec 2017
Operations Manager

• Plans, develops and implements strategy for operational management and development to meet agree organizational performance plans within agreed budgets and timescales
• Conducts analysis for maintaining service levels and team performance, volume forecasting, takes care of staff calculation and costs. Implements plans and policy as determined, and changes as necessary
• Manage the day-to-day operational activities of the program in coordination with the client representative as it relates to manpower resources, systems & procedures
• Maintain a high performing operations group by constantly reviewing and redesigning systems and structures to ensure efficiency and effectiveness of the program
• Analyze delivery center shrinkage, make recommendations regarding reduction and provides shrinkage targets and vacation leave allowances when required
• Build a motivating and rewarding work environment by providing various forms of rewards and recognition to team members and coordinating with HR and development programs and structures to ensure continuous growth of individuals
• Develop and implement regular Reward and Recognition programs for agents and projects. Ensure all policies, including Corporate, Business Management System, Workplace compliance and Security policies and procedures are adhered to
• Developing and supervising Deputy Managers & Team Managers and preparing their performance reports.
• Provide appropriate reporting to the team &/or Site Leader to communicate performance against campaign objectives, and as a basis for any applicable performance management Engage with the client/s when required to maintain an effective relationship between client and Contact Centre

Salmat Services, Inc.
Jun 2016 - Jun 2017
Area Manager

• Delivers performance that exceeds the partner and site KPI targets to create opportunities for revenue growth within the account through day-to-day execution of account operational plans, including compliance and security
• Lead service strategy and execution for Clinical Operations, leveraging resources operating across multiple delivery locations.
• Develops detailed projects, monitors and controls project plans
• Drive optimization of delivery of standard solutions within by ensuring execution of delivery work across one or more service delivery operations.
• Developing and supervising Deputy Managers & Team Managers and preparing their performance reports.
• Measuring and demonstrating the group productivity as well as the individual’s reports related to customer outcomes.
• Identifying and articulating reporting requirements, which includes targets, specific data, and anticipated outcomes.
• Identifying, recommending and supporting the implementation of various programs for the improvement of call centre processes.
• Writing and conducting performance evaluations, making employment decisions, setting up performance goals and targets for assigned team.
• Proactively work on the development and engagement of all Contact Centre staff.
• Manage any of the required performance management processes for all staff.
• Complete administration responsibilities including staff rosters, shift allocation and work force management, and advise Site Leader of any recruitment requirements as they occur.
• Manage staff on boarding processes including appropriate Contact Centre and campaign specific training, and maintaining appropriate staff records.
• Challenge, change and control processes for efficiency and effectiveness.
• Assist with any requests and follow up on feedback from clients or internal stakeholders.
• Define analytics and measurement processes that are aligned with industry standards, implement and provide weekly, monthly and quarterly performance of campaigns

Altisource Business Solutions
Jul 2014 to Jun 2016
Assistant Operations Manager

• Manage successful planning, development, administration and execution of projects by identifying project requirements, defining scope and allocate resources (i.e. manpower, technology and capital resources and scheduling resources. Perform high-level analysis and/or quality assurance for assigned projects.
• Primary point of contact for all escalation for operational issues and has direct interaction with different committees and/or management. Streamline business operations. Responsible for high level operational execution, development and execution of strategic direction of business functions activities.
• Ability to independently develop solutions for complex business functionality like Dialers, Call Logging, WFM, IVR & Analytics and Automation
• Ensures business unit goals are met by analyzing work volume variances to forecast, build and provide direction on scheduling and staffing strategies. Create and monitors service levels to ensure achievement of SLA, schedule adherence and other financial impacting goals using projections and/or historical information.
• Provides developmental feedback and formal, fact-based performance appraisals to the team members, Team Supervisors on half yearly and annual basis.
• Ensures all operating requirements are developed, tested and approved prior the implementation
• Leads clients communication on firming up SLA's, Transition Plans, Ramp Plan, FMEA in negotiation with Clients
• Conduct research and data analysis to conceptualize performance improvements, identify and communicate opportunities for process and performance improvement and facilitate improving performance through proactive communication and coordination of corporate goals and objectives within the Real Estate Services network
• Deliver monthly performance scorecards, prepare client status reports and participate in WBR/Monthly/Annual Reviews and other supporting reports.
• Responsible for customer care best practices, compliance adherence, staff training, staff retention and spearhead internal schedule of QA activities orientation, calibration and feedback.
• Takes ownership of all training processes (Foundation Skills, Process, Up-skilling, and Information Trainings).
• Drives customer satisfaction by measuring the performance of every touch point against pre-defined quality standards
• Develop new reporting, dashboard to support the changing needs of business unit, analyze and provide remedial actions
• Mortgage portfolio management services that span the mortgage lifecycle (eg. origination, valuation, closing and title services, default management, services, asset management, and component services)
• Extensive background in Technology Services, Real suite applications (residential and commercial loan servicing, loss mitigation vendor management and electronic invoice) presentment and payment software (as well as IT Infrastructures services) and Financial Services, Asset Recovery and customer relationship management

Pinnacle Concept Group Singapore
Dec 2008 to Apr 2014
Operations Manager

• Manages Operations in an effort to increase the operational effectiveness of the campaign and to meet the client's needs including: planning, assigning, and directing work.
• Experience in business leadership with strategic and commercial acumen, proven capability to develop and delivery business strategy in dynamic and balances short team delivery with longer term sustainability success
• Recommend and implement specific procedures to ensure maximum effectiveness and efficiency of service.
• Carries out management responsibilities which include, but not limited to, interpreting and enforcing company policies and safety regulations with Executive Director, Supervisors and Representatives.
• Audits and observes Account Supervisors to ensure coaching is effectively provided and documented and tracks and reports performance of individual employees, supervisors, and groups as a whole at the site or client level.
• Measures reports and communicates revenue and service level goal attainment on a daily, weekly, monthly quarterly, half yearly and annual basis for individuals, Supervisors and the call center overall.
• Take part of hiring process and training development of employees; appraising performance; rewarding and disciplining employee. Works with Executive Director in the preparation of short and long range plans and budgets based on the corporate goals and growth of business.
• Develop and implement processes to define, measure, and analyze quality performance in order to drive continuous improvements and reduce defect rates
• Ensure Target Quota’s and support ratios are at goal and tracks and reports performance of individual employees, supervisors, and groups as a whole at the site or client level.
• Ensure standardization of quality practices for assigned client and participates in team meetings, joint calls, and client call monitor sessions and facilitates both internal and external quality metrics and work with Company Director & Business Clients to ensure client quality metrics are achieved across all product lines in all portfolios
• Prepares client proposal and pricing, if needed arranges and prepares case studies, Client presentations, Client site visit and due diligent plans, manage and take the lead in project implementation and set up for Contact Center (POC, Pilot or full Operations) ensuring Optimization of resources and proper management cost, time and quality.
• Manage the delivery of Customer connect functions including customer complaints and feedback, takes overall responsibilities for the group's Quality and Training teams
GE Money Servicing Philippines Inc.
Apr 2003 to Nov 2008
Customer Service Manager
• Primarily responsible to meet and exceed set targets through managing operational performance, attendance, and quality of products and services delivered by the team.
• Conduct performance appraisals monthly and adjust to the needs of meeting service level agreements under supervision of the Senior Operations Manager
• Take full responsibility and the required action on disciplinary procedures and monitor, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques.
• Responsible for achieving employee, client, and shareholder satisfaction through effective people leadership and keep motivation high by adapting the leadership style to individual needs.
• Lead by example and promote communication and be open to feedback working environment by Promoting teamwork and cooperation amongst team members and colleagues.
• Focus effectively leading and managing a team of agents to meet company objectives in all areas of employee and client satisfaction by creating an environment conducive to success by promoting and recognizing initiatives. Ensures QA team meets standards for monitoring in an objective fashion on all customer contact points and communicates the results of the certification/failed agents to the key departments within 48
• Works with the client on an ongoing basis to establish and confirm quality expectations and communicates account’s overall quality performance to Quality & Operational functions
• Responsible for reporting all behavior that does not conform to the quality standards set by the company and the
account management.
• Designs and implements reports to establish patterns and trends of quality issues as they may arise and able to provide quantifiable data to all quality judgments that are made.
• Works with Training and Operations to provide trend reports to address any issues that need refresher training.


Trainings & Professional Developments:
• LEAN Six Sigma Certified
• SWOT Analysis
• Advanced Excel Certified and Microsoft Office Skills
• In-depth Knowledge of Google Applications & technology
• Google Digital Online Marketing Courses Certified
• Effective Communication
• GROW Coaching Methodologies
• RAS Coaching Preparations
• Managing Performance Metrics
• BBSI Certified (Hiring & Recruitment)
• Successful Presentation
• Commercial Models & Call Center Management