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Process Management & Documentation, Process Improvement, QA, Training

Taguig, Philippines
December 12, 2019

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Janina Marie Cruz Dela Paz, Pasig City

Passionate Operations professional with extensive knowledge in a FinTech industry, expert in smoothly setting up new processes and lines of business (LOB) from planning to implementation, and in leading initiatives for turning around failing KPI’s.

Leadership ● Team Management ● Consumer & Micro Financing ● Quality ● Training ● Complaints Management

● Change Management ● Problem Solving ● Continuous Improvement ● Lean Six Sigma ● Operational Efficiency

● People Development ● Conflict Management ● Customer Experience Oriented ● Entrepreneurial ● Agile Mindset ● Goal-oriented


Cashalo (Oriente Express Techsystem Corp) 2018 – 2019

• Training and Quality Assurance Manager September 2018 – July 2019 Leads training and quality specialists and associates (8 team members) within Financial Operations (KYC & Collections) Department. Main role is to kick off new hire, refresher, and development trainings and to establish process and quality standards within the department. This includes collaboration with Risk Department in polishing the credit policies for every product. Implements proper change management on process, product, and/or system updates. Reporting to the General Manager. Notable Contributions:

Enforced proper credit application evaluation to which quality of loans being approved has improved by 15%

Improvement of Quality scores from 20% to 97% within six (6) months

Initiated Internal Development Program to which six (6) employees were trained and promoted from a Front-line Operator role to a Quality Associate role

Identified and corrected operator call drop rate in Collections by 100%

Launched QA Dashboard

Home Credit Philippines (HC Consumer Finance Philippines, Inc.) 2014 – 2018

• Operations Manager – Process, QA, Training, Complaints Management June – August 2018

• Process, QA, Training Manager August 2016 – May 2018

• Process & QA Manager November 2015 – August 2016

• Process & QA Specialist February 2014 – November 2015 Promoted to manage 70+ employees under Process, Quality, Training, and Complaints Management Teams. Main expectation is to lead the support team of Operations in the smooth implementation of new processes and projects impacting different lines of business including process documentation, providing all needed trainings including career development trainings, ensuring compliance to agreed guidelines, setting-up of control measures to monitor effectiveness of new processes launched, identification of root-causes of failed KPI’s, resolving escalated complaints, and to implement corrective measures to reduce customer complaints resulting from process, product, and/or system related issues. Assigned as the main point of contact in collaborating with departments outside Operations to align and to establish support needed from Operations Department on every process, product, and/or system launch. Design of training programs to help improve performances of each LOB based on their KPIs is also part of the scope. LOBs supported: Underwriting, Registration, Welcome Call, Customer Service, Payments, Disbursement, Sales Helpdesk, Telesales. Reporting to COO. Trained as backup/deputy to COO.

Notable Contributions:

Setting up of Change Management Process, Quality, Training, and Complaints Teams in Operations

Won a Global Award in Home Credit International, Czech Republic on a project in complaints handling, making the process more effective and efficient reducing resolution TAT for 99% of complaints from 8 days to within 24 hours (Six Sigma Greenbelt Project)

Improved CSat score of Customer Service Voice team from 55% to 77% within three (3) months through a workshop-type development program aiming to “delight” customers with the kind of customer service we provide

Launch of Customer Service Social Media LOB and initiated and polished the creation of social media response template for Home Credit Philippines (Facebook & Messenger, Twitter, Google Play)

Decreased attrition rate of Operations Department from 6% to 3% in less than six (6) months through launch of internal career path, career development trainings, and internal engagement activities

Implementation of proactive resolving of potential complaints

Company-wide recognition of a total of nine (9) team members due to successful company projects we supported

Development and promotion of a total of twelve (12) team members

Created standard operating manuals of entire operations department (20+ manuals and work instructions) and detailed process guides used as reference by front liners

Improved Quality errors from 5% to 0.7%

Improved Processing Time of Registration team by 50%

Most Valuable Employee in 2014 & 2016

Employee of the Month in August 2015

Hush Puppies & Sebago Philippines (Shoemaker’s Shop, Inc.)

• Warehouse Supervisor October 2013 – January 2014

• Logistics Officer Trainee March – October 2013

• Logistics Assistant October 2011 – March 2013

Promoted to lead warehousing and logistics activities to ensure proper dispatch of merchandise in an efficient manner. Leading 22 employees. Reporting to the Managing Director and Warehouse Manager. Notable Contributions:

• Implementation of assembly line for a more efficient processing of orders resulting to faster processing of orders reducing operational cost by roughly 15%

• Implementation of improved delivery and route scheduling which reduced operational costs by 20% EDUCATIONAL BACKGROUND

B.S. Industrial Engineering

University of Santo Tomas

2006 - 2011


Odyssey Sr. Development Center Assessment, Home Credit Vietnam (2017)

Facilitating Meetings & Group Discussions, Home Credit Philippines (2017)

Project Management Essentials, Home Credit Philippines (2017)

Performance Management, Home Credit Philippines (2017)

Six Sigma Greenbelt, Home Credit Philippines, Operations Department (2016)

Performance Coaching, Home Credit Philippines (2016)

7 Habits of Highly Effective People, Home Credit Philippines (2016)

Job Shadowing (Training. Quality and Operations), Home Credit India (2016)

Certified Lean Six Sigma Yellow Belt, iAcademy Philippines (2014)

Certified Industrial Engineer, Philippine Institute of Industrial Engineers (2011)

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