Site Lead, Head of Operations, Managing Director

JERRY ESTRELLA

Lot * Block * Madelaine Place, Springville Subdivision, Molino, Bacoor, Cavite 4102 02-86596640 / 092*-***-**** / 091*-******* ***************@*****.*** Insurance ~ Financial Services ~ Call Center Operations ~ FinTech Operations Business Executive with more than 24 years of experience in diverse business environments like insurance sales, banking, call center, collection, customer service, and fintech operations. Self-starter with proven strong leadership and technical skills in people / project / transition management, business development, process re- engineering, workforce management, business continuity and resiliency, risk management, customer support, and service improvement. Appreciates analyzing and providing the organization's critical business requirements, identify deficiencies and potential opportunities and develop innovatively and cost-effective solutions to uplift competitiveness, increase revenues, and improve customer service offerings. ACCOMPLISHMENTS

PAWNHERO PAWNSHOP PHILIPPINES, INC.

• Collaborated with several digital marketing and payment platforms to create synergy and further expand e-Commerce and lending businesses;

• Established a refined Business Continuity Plans (BCP) and IT Disaster Recovery Plan;

• Enhanced voice capability and telephony infrastructure to improve customer service experience;

• Implemented business support tools: Workforce Management Tool; KPI Dashboard; ANZ GLOBAL SERVICES AND OPERATIONS (MANILA), INC.

• Migrated Home Loan Fulfilment Refinance process from Bengaluru Service Center to Manila Service Center and successfully maintained cross Service Centers’ load balance collaboration;

• Transitioned new processes into Manila Service Center adding new service channel and process complexities to deliver improved service value proposition to ANZ Bank clients. JPMORGAN CHASE & CO. N.A. – PHIL. GLOBAL SERVICE CENTER

• Established Scored Underwriting from US domestic to PGSC with high quality result and short learning curve;

• Drove and effectively managed the migration of the start-up and development of early collection process from vendor to captive site with voice and non-voice support functions. PROFESSIONAL EXPERIENCE

2019 – Present

PAWNHERO PAWNSHOP PHILIPPINES, INC.

PawnHero is the first online pawnshop in the Philippines and is leading the modernization of the pawnbroking industry in the country. PawnHero’s mission is to provide the most convenient and reliable financial service to all Filipinos in need of quick cash loans.

Through the use of advanced technology, PawnHero is able to provide instant cash loans to its customers in a hassle-free and discreet manner. PawnHero is the pawnshop that goes to your homes which eliminates the need for people to go out into the streets in search of ways to turn their valuables into cash. MANAGING DIRECTOR – (Aug. 16, 2019 - Feb.29, 2020)

• Responsible for developing and executing the company’s business strategies, providing strategic advice to the board and chairperson and preparing and implementing comprehensive business plans to facilitate the achievement of the company’s short- and long-term objectives. Oversee the company’s financial performance, investments, and other business ventures;

• Develop and execute the company’s business strategies in order to attain the goals of the board and shareholders; Provide strategic advice to the board and Chairperson for them to have an accurate view of the market and the company’s future direction; Prepare and implement comprehensive business plans to facilitate achievement by planning cost-effective operations and market development activities;

• Ensure company policies and regulatory guidelines are communicated and complied by all employees at all times; Communicate and maintain trust relationships with shareholders, business partners, and authorities;

• Delegate responsibilities and supervise the work of managers, providing guidance and motivation to drive maximum performance, prevent issues and resolve problems;

• Analyze problematic situations and occurrences and provide solutions to ensure company survival and growth; Serve as the main link between the different divisions within the company; Bring new and innovative ideas to the business and look for opportunities to expand and create goodwill in the market; Supervises the progress of individual departments of the company and the overall progress of the company

• Coordinates with the COO of Luxe In to work together in developing strategic marketing and sales plans to boost profits and efficiency to meet company goals. ANZ GLOBAL SERVICES AND OPERATIONS (MANILA), INC.

2015 – Sep. 2018

HEAD OF MORTGAGE FULFILMENT for RETAIL LENDING OPERATIONS – (Oct. 26, 2015 - Sep. 14, 2018)

• Managed key processes in Retail Lending Operations (RLO) for Home Loan Fulfilment and Releases from Refinance with Other Financial Institutions, Document Mortgage Preparation, and Releases of Security Documents - monitor daily productivity, ensure proper controls and procedures are followed, make staffing and workload adjustments based on loan volumes, and ensure that all activities are completed within the service level agreements. Provided leadership and performance management to direct reports with a focus on career development and resiliency while reinforcing the organizational culture of managerial accountability and employee engagement.

• Managed stakeholder relationships in maintaining open communication lines and ensuring stakeholder satisfaction on financial goals by reviewing expense reports, monthly budget performance reports, forecasting expenses, and making necessary adjustments.

• Established an environment of continuous improvement while reducing operational costs. Ensured quality, productivity and turn time service levels/key performance indicators are met or exceeded.

• Managed risk and control in the line of business and continuously monitor compliance with regulatory requirements in all areas of the business.

• Managed personnel issues, including recruitment, setting performance expectations, conducting performance reviews, motivating, and resolve problems/issues, including progressive discipline. 2014 - 2015

OPERATIONS MANAGER for RETAIL LENDING OPERATIONS HOME LOAN FULFILMENT –

(Oct. 13, 2014 - Oct. 23, 2015)

• Managed RLO Home Loan Fulfilment Document Preparation department workflow - monitor daily productivity, ensured proper controls and procedures are followed, made staffing and workload adjustments based on loan volumes, and ensured that all activities are completed within the service level agreements. 2010 – 2014

JPMORGAN CHASE & CO. N.A. – PHIL. GLOBAL SERVICE CENTER SITE LEAD for BUSINESS BANKING – VICE PRESIDENT (Oct. 31, 2011 - Oct. 7, 2014)

• Managed the E2E Business Banking off-shored processes workflow - monitor daily productivity, ensured proper controls and procedures are followed, make staffing and workload adjustments based on loan volumes, and ensured that all activities are completed within the service level agreements.

• Managed complex processes from credit analysis, financial analysis, credit underwriting, credit and mortgage documentation, credit monitoring, and early collection.

• Managed stakeholder relationships to maintain open communication lines and ensured strategic partner satisfaction. Provided leadership and performance management to direct reports with emphasis on staff and skill development while reinforcing the organizational culture of managerial accountability and employee engagement.

• Monitor, analyze, and maximized efficiency and improved accuracy through streamlined and redesigned processes. Establish an environment of continuous improvement while reducing operational costs. Managed risk and control in the line of business and continuously monitor compliance with regulatory requirements in all areas of the business.

• Managed personnel issues, including recruitment, setting performance expectations, conducting performance reviews, motivating, and resolve problems/issues, including progressive discipline. CREDIT MANAGER for BUSINESS BANKING (Scored Credit) – VICE PRESIDENT (Oct. 25, 2010 - Oct. 28, 2011)

• Managed a team of Credit Officers with overall responsibility for the Scored Credit Underwriting process from point of application through credit recommendation; Monitor credit quality targets and adherence to turn-time goals. Coached employees and monitor their improvement based on feedback received from peers and on the achievement of production and quality targets; Assured adherence to Credit Policy and all Fair Lending and other compliance regulations;

• Applied extensive knowledge of JPMC credit philosophy and policies. 1994 - 2010

BDO UNIBANK, INCORPORATED

CREDIT ANALYST – ASSISTANT MANAGER (Jan. 5, 2009 - Oct. 22, 2010)

• Performed research and risk analyses of various industries for Commercial Loan clients; Recommended credit decision of accounts through extensive Credit Evaluation and Risk Assessment based on financials submitted, projections and market conditions;

UNICAPITAL, INCORPORATED

LOANS & CREDIT PROCESSING HEAD – ASSISTANT MANAGER (Aug. 16, 2007 - Dec. 31, 2008)

• Managed and performed Credit Evaluation for Marketing and Corporate Finance Teams’ business loans; Collaborated with the Credit Support Team for business research and valuation of collateral offered; Recommended loan proposals for Credit Committee (CRECOM) and Board of Directors’ Approval; CHINA BANKING CORPORATION

CREDIT INVESTIGATION & APPRAISAL DIV. – DIVISION IN-CHARGE (Apr. 2, 2006 - Aug. 15, 2007)

• Managed the Credit Investigation and Appraisal Division under the Credit Risk Management Group; Recommended final approval of accounts checked and reviewed by Section Heads; Collaborated with the Institutional and Consumer Banking Groups for marketing and project initiative support; CREDIT INVESTIGATION & APPRAISAL DIV. – SUPERVISOR (Section Head) – CONSUMER SECTION (Dec. 2, 2004 - Apr. 1, 2006)

• Performed the function of a Section Head for Credit Investigation and Appraisal Division – Consumer Banking Section; Collaborated with Consumer Banking Group for project and marketing initiatives; Provided training support Credit Investigation and Appraisal;

CREDIT DIVISION (CREDIT INVESTIGATION, ANALYSIS, AND APPRAISAL) – CHINA BANKING CORPORATION

(Dec. 1, 1994 - Dec. 1, 2004)

• Performed credit verification, financial analysis, property or security valuation of collateral/s for Retail, Commercial and Institutional/Corporate Banking loan origination, investment deals and managed portfolio; TRAININGS ATTENDED

• Level 4 Senior Leader Certified - Active Operations Management (AOM)

• Local Leader Experienced Program - ANZ Global Services and Operations (Manila), Inc.

• ANZ Consulting Skills - ANZ Global Services and Operations (Manila), Inc.

• Philippine Manager Development Essentials Program (PMDE) - JPMorgan Chase & Co.

• Credit Management Process - Philippine Finance Association

• Financial and Cash Flow Analysis - Philippine Finance Association

• International Valuation Standards in Relation to International Accounting Standards - Bankers Institute of the Phils., Inc.

• Training - Workshop on Risk-Based Lending to mSMEs - Small Business Corporation

• Best Practices to Protect Lenders in Credit Transactions - Center for Global Best Practices EDUCATION

Bachelor of Science in Computer Science major in Information Technology, (1987 – 1990) DE LA SALLE UNIVERSITY

Bachelor of Arts major in Human Resource Management, (Sept. 2, 1994) DE LA SALLE – COLLEGE OF ST. BENILDE

AFFILIATION AND ACCREDITATION

INSTITUTE OF PHILIPPINE REAL ESTATE APPRAISERS, INC., Member October 30, 2004 to present

LICENSED APPRAISER

LIC. No. PRC Reg. No. 0010689 April 4, 2019

IPREA – IVS

Contact this candidate