Manager Training

Karren Ann B. Soriano, ILM

(63-922******* Paranaque City **********@*****.***

PROFESSIONAL SUMMARY

People Manager with 12 years of experience in Financial Shared Services related to Payments and Remittances. With expert team leadership, planning and organizational skills built during successful career. Can execute quality service delivery by means of Operational Management. Coach and develop people. Adept in optimizing the processes and realization of continuous improvements.

WORK EXPERIENCES

Team Manager/Chapter Lead

ING BUSINESS SHARED SERVICES

October 2016 – Present

Payments Investigations – Belgium & Netherlands

● Manage and Lead Payments Investigations Team

● Lead delivery of service in quality in daily operations

● Coaches the team members and is responsible for development of the team

● Monitor SLAs and performance of the team by using means of operational management

● Key driver for optimizing the processes and realization of continuous improvements

● Coordinate team based trainings, forecasting and planning

● Liaise with internal functions to ensure smooth operations of the department and adherence to required internal controls

● Manage the allocation of files and set priorities for the team, in line with the set Service Level Agreements

● Provide instructions to update Work Place Instructions, based on feedback of the team and own experience, to ensure they are kept up to date

● Ensure compliance with the rules and procedures that are prescribed by Risk and Compliance.

● Ambassador for cultural change and a role model in terms of the new Agile Way of Working: ensure continuous learning based on feedback, taking into account the different backgrounds of people across cultures

● Encourage people in the Chapter to continuously develop themselves, both personally and within their area of expertise, so that they remain up- to-date in their field of expertise.

Team Lead

WESTERN UNION

January 2008 - October 2016

WESTERN UNION BUSINESS SOLUTIONS

Foreign Exchange; Bank to Bank Transactions ; Process SWIFT report; MT100; MT103; Bank Reconciliation; Receipt of Funds PREPAID SERVICES ACCOUNT

Sending transaction via Prepaid Cards

● Manage, coach and motivate team of that support foreign exchange transactions

● Serve as an escalation point and information source for AROC Operations staff, Network Agents and Commercial Operations Managers, with regard to existing and new country information, complaints and provide support for all new product introductions.

● Monitor staff performance by using real time management and historical data information in order to achieve Key Performance Indicators

● Liaise with Account Managers to maintain and improve Agent Satisfaction within our region.

● Reduce costs for Shareholders by monitoring and managing Support Specialists KPIs.

● Work on projects which will improve our efficiency and eliminate unnecessary volumes coming into the center.

● Implement and enhancing Reward and Recognition programs in order to improve/maintain employee satisfaction.

● Recruit and select talented and customer- focused candidates to work within the organization.

● Support, assist and train Support Specialists in handling difficult customer issues

● Act on Call Monitoring feedback provided by Quality team in order to enhance and improve Support Specialist’s performance.

● Hold regular structured one on one meeting with team members and prepare and follow through career development plan Subject Matter Expert

WESTERN UNION

September 2007 - January 2008

Customer Service Representative

WESTERN UNION

July 2006- September 2007

EDUCATION

Philippine School of Business Administration

BSBA – Major in Management

June 2002 – April 2006

SKILLS

• Operations Management

• Project management

• Data collection and analysis

• Recruitment

• Effective leader

• Coaching and mentoring

• Agile

CERTIFICATES & TRAININGS

• Fundamentals of Management

• The Essential Practical Guide to Management

• Leadership for Results (by GuthrieJensen)

• Project Management (by GuthrieJensen)

• Situational Leadership Training (by GuthrieJensen)

• People Handling Skills (by GuthrieJensen)

• Leadership is for everyone (Performance and Workshop)

• Presentation Skills Training (by GuthrieJensen)

• Fraud and Awareness Training

• Privacy and Information Management

• Performance Management Training

• Anti-Money Laundering Training

• Anti-trust and Fair Competition Training

• Privacy and Information Training

• Preventing Bribery and Corruption Training

• Dodd Frank Training

• GPLITE Training (Global Payments for Business) – TGBP Team in Sydney, Australia

• Lean Six Sigma Certified – by Christian Orias of SGS Academy

• SWIFT (Basic & Intermediate)

• EG Operational Management – United Kingdom,

London

• Awarded as Best Newcomer Manager – EG, United

Kingdom,London

• ILM Certified (Institute of Leadership and Management) - London

• Lean Awareness /Whitebelt/RCA Training

• Client Centricity and Customer Orientation Workshop

• Leadership and Emotional Intelligence Workshop

• Agile Mindset Workshop

TOOLS

• SWIFT

• AS400

• IEX & CMS (Call Monitoring System)

• FIS tool

• Salesforce

• Accelion

• Equifax

• PEGA

• FCI & FCP (Euro Payment Systems)

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