Vice President BPO Operations

Joseph Edward E.Dy

Unit **k, Tower *, One orchard Condo, Eastwood City, Q.C.

***************@*****.***

Cell: +639*********

Areas of Expertise

P&L Management

Client Services

Transformation

Process re-engineering

Customer Experience Enhancement

People Management/Development

Sales Management

Workforce Management

Cost-Reduction Strategies

Start ups

Business Development

Mergers and Acquisition

Professional Experience

Teleperformance USA 8/2015 to present

Vice President of Operations, Australia/New Zealand and Philippine Domestic Operations

Manages an operations >5000 HC catering to the ANZ and Domestic markets with a P&L north of $50M USD. Responsible for the successful delivery of all KPI contractual requirements, management of client relationship, transformation initiatives and channel diversity to drive value in all client engagements throughout the APAC and ANZ markets. Heads the business development group that builds the growth strategy and value proposition leveraging TP’s extensive global expertise in different industries and business partnerships we’ve established to drive strategic growth and high value acquisitions. From a people management standpoint, I manage the performance of 8 direct report who are Sr. directors and directors in business development, client services and service delivery.

Key commercial and operational contributions/highlights:

Awarded top vendor by 2 banks for 2 consecutive years (2018, 2019)

Manage 19 different logos notably in Telco/Broadband, e-commerce, travel, retail, banking and finance, fintech and insurance industries.

Grew the topline P&L by $9.8M USD from 2018-2019 and forecasting growth of another $22M for 2021 maintaining GM% and EBITDA >20%

Deployed transformational digital capabilities by expanding channel services to key programs which resulted into a reduction of voice requirement and grew non-voice work by 20% for 2019.

Led the negotiations for the acquisition of the largest telco provider in the country. The initiative had generated growth of in excess of 600 FTE and the largest deployment of volume deflection initiative of the organization.

Improved contractual language on risk and rewards for all engagements by doing the following:

1.Increase cadence of performance reviews from bi-annual to quarter to drive changes based on most recent outcomes and shortening volumes forecast

2.Incorporated new rewards provisions based on innovation and results driven by those.

3.Instituted FX ceilings to ensure better proactive measures of financial swings

For one of our largest Telco projects, negotiated for a regional operational model to capitalize on Teleperformance’s scale and geo footprint. This has allowed for a greater share of the business and open up doors for a more diversed voice support and non-voice requirements creating an end to end business structure.

Strengthened our omni-channel capability deployment to key strategic accounts in the Philippines, UK and ANZ. Non-voice operations has grown double digits year on year since 2017.

JP Morgan Chase and Co Bonifacio Global City, Taguig City 8/2014 to 8/2015

Vice President of Operations, EMEA and Western Hemisphere.

Head of Manila trades fund services operations for Europe, middle east and Africa. Directly manages the performance of 4 AVPs servicing securities and NAV delivery through trade capture/repair and validation of 2.5 million transactions (i.e. FX, deriviatives, options, stock etc.). The group also performs resolution of cash and asset breaks between custody and fund accounting.

Key commercial and operational contributions/highlights :

Re-engineered operating model where functionalized teams were created vs. regionalized set up. This has improved staff proficiency, greater KPI delivery and improved cost management across Mumbai, Bangalore and Manila.

Made revisions on controls that alleviated redundant check efforts,significant reduction in missed out transactions and faster delivery of sign off for NAV calculation.

Paxys Global Services --- Makati City, Philippines

8/2010 to 9/2014

Vice President of Operations

Reporting to the CEO of the company. Responsible for the overall operations and profitability of all BPO and call center operations both in the Philippines and Asia Pacific. Manages a P&L greater than $40M USD. Supervises the performance of all the Directors and GMs in Operations, training, IT QA and WF. Ensuring overall infra is positioned to hit contractual SLAs and EBIT/Financial objectives. Member of the company’s executive team.

Key commercial and operational contributions/highlights:

Started up all processes in Program Management, Daily Ops, WF Management, Quality Assurance and Training.

Managed annual attrition to less than 60% per year since 2011.

Met at least 93% of all KPIs since 2011.

Successfully launched subsidiary focused on the Canadian financial market in 2012. Expected to generate between $5M USD by end of 2014. Operation caters to the north American market supporting both inbound and outbound requirements.

Part of executive committee that acquired 2 entities both in voice and non-voice space primarily SMB clients from 2011 to current. This has afforded the group achieve critical scale. Currently at 3000 FTE located in the Philippines, Malaysia, China and Singapore supporting multiple languages i.e. English, Bahasa, Mandarin etc.

Part of the pioneer group that created the company’s core values, business strategy/model, technology platform and service offering strategy.

Teleperformance USA — Philippine South Division

10/07 to 8/2010

Site Director

Managed a site with 1500 FTE supporting 4 different programs in tech support, customer service, inbound sales and financial. Responsible for delivering revenue goals on all programs.

Key Contributions/Recognition:

While managing the largest offshore program (3000 FTE for a Telco client), The site was given the recognition of having the BEST FCR performance for 2 straight years (2007 and 2008).

Reduced staff turn-over by almost half or greater than 100% annual attrition to less than 60%.

Met a minimum of 95% on scorecard KPIs since 2007.

Delivered GM% requirement per program at average of 92% per year.

Chosen to represent the Philippines on a leadership training program (TP University) that was held in Mexico.

IBM Business Services. — Eastwood City, QC

6/06 to 7/07

Operations Lead, Contact Center

Charged to manage the start up of the call center vertical of IBS expanding the company’s service offerings. Involved in the creation of all Ops SOP, training modules, workforce analytics, P&L management and transitioning of the program from the US to the Philippines.

Key Contributions:

Been able to achieve green or meeting target on all metrics and financial targets every quarter in the first year of operations.

Been able to start the project/operations on time as committed to the client.

Infonxx, Directory Assistance — RCBC Tower, Makati City

2/05 to 5/06

Assistant Call Center Manager,

Managed the performance of 12 team managers ensuring that each meets client goals and QA requirements. Tasked to be the POC for all client calibration sessions to ensure that the company is on the same page with any client initiative and at the same time be able to discuss with the clients the action plans.

Key Contributions:

Been recognized as the number one center enterprise wide on directory assistance operations 5 of the first 6 months of the 2006.

Been able to develop 2 team managers become ACCMs in 2006.

Improve production and QA escalation process.

Ibis WTC Hotel — Dubai, UAE

6/03 to 12/04

Operations Manager,

In charge of managing customer service operations and call center of the hotel. Worked very closely with the General Manager and the Sales director to ensure that the hotel meets the sales targets per quarter.

Key Contributions:

Part of the pioneer team. Been able to help train the front office department/staff meet customer service standards and sales skills.

Helped the sales group meet sales target through effective telemarketing and excellent inbound customer service. The hotel met sales target for the year after just 9 months of operations.

Sykes Asia — Robinsons Summit, Makati City

7/02 to 5/03

Team Leader,

Manage the sales performance of 12 agents through coaching and monitoring.

Key Contributions:

Part of the pioneer team. Been able to train the first 3 batches of agents and helped the account the first 3 months sales target.

Education and Training

AB communication arts. UE. June 1994- March 1998

Profit and Loss Management—IBM

Graduated with honors in Teleperformance University, Monterrey, Mexico. Courses in: Business Development, Strong P&L, Facilities Management, WF Optimization and Overall Operations.

Six sigma training, Green belt —IBM

Effective customer service--- WTC, Dubai UAE

TOPs training, Effective day to day operations management--- Teleperformance USA

Bills to pay training--- Teleperformance USA

Handling difficult/irate customers--- Teleperformance USA

Bank Anti-trust training--- JP Morgan chase

Anti money laundering and international sanctions training--- JP Morgan chase

Global sanctions and compliance training--- JP Morgan chase

Merger and acquisitions, valuation training--- Paxys global services

Contract negotiations--- Paxys global services

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