Service Manager
Resume:
Lesley Ann A. Yoro
Seasoned Operations Delivery Executive, known for Stakeholder and People
Management. Over 14 years experience in the Healthcare industry and have been managing people and Managers for 10 years. Led a LEAN project for a top US Health Payer group that yielded $9M in savings and reduction of TAT from 45 days to 15 days. A Certified Six-Sigma Green belt. Strong Cost, Resources and Operations management. Worked in the US for 3 months to strengthen client partnership and do sales.
***********@*****.***
Mobile:
L24 B19 Highlands Pointe
2, Havila, Brgy Dolores,
Taytay Rizal
in:
Linkedin.com/in/Lesley-ann-
yoro-532708123
Skills/Competencies
• Leadership
• Operations Management
• Strategic Leadership
• Talent Strategy
• Contract Management
• Strategic partnerships
• Service Delivery
• Finance background
• Budgeting and
forecasting
• Business Planning
• Risk management
• Process improvement –
Green Belt certified
• Multi site management
WORK EXPERIENCE
HR Business Partner Manager for Technology
Accenture, Inc.
August 2017 to January 2019
In the Technology line of business, I coach Managing Directors, executives, line managers and career counselors, enable them to guide employees, facilitate engagement, people programs and activities. I provide advisory support to executives, manage employee life cycle activities i.e. employee orientation, integration and engagement activities, annual Performance Achievement, Performance Improvement Programs and associated compensation processes. I develop and execute employee satisfaction initiatives, closely partnering with the business. On a daily basis, I handle employee concerns and queries and deliver HR services with utmost quality
A detailed view of my key responsibilities:
• Actively influence the business strategy to ensure that Human Capital considerations are appropriately reflected in talent actions and programs for the fiscal year
• Define HR requirements to meet business objectives of their group
• Promote a people-centric culture in their aligned to group and coach their business counterpart(s) accordingly
• Accountable for effective delivery of HR programs and services to their group - monitor effectiveness of existing HR programs and services for their business entity and engage with HR service delivery on issues and confirm adequacy of resolution
• Accountable for strategic talent management for their organization; collaborate with Centers of Expertise and Service Delivery Leadership to ensure appropriate talent is identified, recruited, developed, deployed, promoted, and retained to enable the business to deliver on the business strategy
• Work with Center of Expertise Interlocks to define requirements for HR solutions for their group and ensure that the programs created meet their requirements
• Collaborate with other HR Leads to determine a common approach in case of overlapping requirements, identify impact of requested HR solutions to other entities, and determine synergies
• Foster the acceptance of HR initiatives and implementations in their organization, drive appropriate journey management and provide group specific inputs for appropriate implementation planning in partnership with Talent Strategists
• Effective delivery of HR programs and services, monitor effectiveness of existing HR programs and services for their business entity and engage with HR service delivery organization on issues and resolution
• Participate in a broad range of HR processes as defined in the process descriptions primarily by defining requirements, providing business insights, setting priorities, reviewing solutions, providing planning input, and communicating to business leadership
• Work collaboratively with other HR teams like - service delivery leadership, geography HR teams, Centers of Expertise, Strategy & Enablement, Human Capital and Diversity and the broader business partner team
• Collaborate with other geography HR teams to identify and manage local impacts of HR solutions and to define specific local needs Service Delivery Manager
Benefit Coding, Payment Integrity, Claims Processing, Account Reconciliation, Billing Invoice and Account Structure
US Healthcare Accounts
Accenture, Inc.
October 2005 – August 2017
I led and managed a large team of over 200 resources, including Managers. Mentor and coach personnel to fulfill contractual requirements of the project in support of top Pharmacy Benefit Management companies and Health Payer groups in the US.
My key responsibilities include
- Manage and Develop the Manila Service Delivery Operations team
- Manage Solution Delivery
- Assume accountability for the team and provide direction for meeting overall site metrics and goals OVERALL PURPOSE OF JOB
• Assume accountability for the team and provide direction for meeting overall site metrics and goals
• Ensure implementation of contract management
• Provide overall direction of business process and service fulfillment activities.
• Implement operating policies and procedures
• Organize, plan and manage teams with total reports of 150 span of people for further growth aspect.
• Ensure optimum financial management for operation/project including understanding and managing budget, tracking actual costs, reviewing expenses, and reviewing invoices for accuracy.
• Ensure successful implementation and delivery of service fulfilment activities based on contractual Service Level Agreement (SLA’s) as agreed upon with the client
• Ensure operational efficiency and productivity of the team.
• Provide leadership and guidance to the team
• Ensure consistent application of human resource processes including career development, salary review, re-sourcing and performance management across the team. CAREER HIGHLIGHTS
• Cost-to-Serve project for a top US Health Payer group yielded $9M in savings and reduction of TAT from 45 days to 15 days
• Worked in the US for 3 months to sit with the client while managing the Manila team, developing strong client partnerships, doing soft-sell and supported a successful Renewal season
• Partnered with client and led Manila team to an overall strategic plan to improve internal processes that helped Accenture win and extend the contract to another 5-years for the client and additional 200 jobs
• Graduate of Accenture’s Leaders Experience Development Program 2017. By nomination, offered only to High Potential Managers
• Certified Six-Sigma Green belter
• Two-time Accenture Agila Awardee – Outcomes achieved - Business Resiliency and Security Champion, Executes with Agility
Team Leader
IBM Daksh Philippines
May 2005 – October 2005
Team Leader
Sykes Asia
May 2000 – February 2005
EDUCATION
Bachelor of Arts in Communication Arts
Miriam College
1995 - 1999
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