Manager Data Analyst

Location:

Paranaque, NCR, Philippines

Salary:

250000

Posted:

January 01, 2021

Contact this candidate

Resume:

Salvador Antonio S. Ibarreta III

**B Blessing St. Camella Homes Classic, Pilar Village, Almanza Las Pinas City 1750 T: +632-****-**** ● M: +639**-***-**** ● E: adi2ph@r.postjobfree.com Accomplished process owner with relevant work experience in managing business operations for a variety of financial processes, through effective design, implementation and execution of KPIs, and policies aligned with business objectives, ensuring flawless service delivery. Spearheaded change through several process improvement projects, and effectively managed business and process risks, retention of key personnel for development, and succession planning towards overall business resiliency.

CORE COMPETENCIES

Leadership & Vision

Strategic Services

Business Relations

Management

Global Strategic Partnership

Process Improvement

Talent Retention &

Development

Risk Management

Design & Implementation

Operations Management

PROFESSIONAL EXPERIENCE

Group Manager – North America Customer

Service - Amazon Operations Services

Philippines

July 2019 to Present

Responsible for leading and managing 2 organizational units (a specialized escalations group consist of several managers and leads; and a team of data analyst responsible for creating and delivering operational reports) achieve all targets and goals for several businesses supported by both units. Sponsor and drive site-wide and network wide projects through planning and execution of strategy objectives. Works to build and maintain customer and employee trust. Solves complex customer support issues and proactively heads off negative service trends. Identifies and eliminates root cause barriers to accuracy, productivity and quality. Understands and corrects utilization of resources provided by internal systems, departments, policies and procedures. Milestones:

Spearheaded the creation, communication and implementation of Performance Scorecard across 4 different operational groups spanning 2 sites (Manila and Cebu)

Lead a country wide Kaizen Event spanning several cross-functional groups focusing on Shrinkage/Absenteeism reduction for 2 sites; managed and completed 12 different projects that lead to an overall improvement rate of 40%

Implemented and evaluated several site-wide initiatives which reduced outbound and escalation rates to less than 7% monthly

Spearheaded several continuous improvement initiatives that lead numerous procedure and policy changes

Sr. Unit Manager – Non-Voice Operations Capital

One Philippines Support Services Corp.

October 2018 to June 2019

Responsible for leading and managing a team of managers achieve all targets and goals for several businesses supported by the department. Innovative in developing, recommending, and implementing new processes & projects. Drives individual and team success by defining clear and measurable goals, breaking down tasks, formulating collaborative strategies, and planning strategic adjustments towards achievement of goals. Provides vision and direction to inspire and aspire for greater results. Manages attrition, and boosts morale and employee motivation through recognition and employee rewards programs and engagement activities. Provides assistance to the Director which may include providing direct feedback on team management, leading and managing LOB-wide workstreams, attending meetings and other ad hoc reports and presentations as may be required. Acts as deputy when the Department Manager for Operations is out of the office. Milestones:

Effectively led the team to achieve business goals consistently, which lead to at 80% growth in FTE count in a span of four (4) months

Conceptualized and implemented several shift realignment and break schedule optimization which addressed current and future business challenges in achieving SLAs (Service Level Agreement).

Created a Talent Development program that increased employee engagement, enablement, and inclusion

Spearheaded several continuous improvement initiatives that lead numerous procedure and policy changes

Sr. Unit Manager – Quality Management and AML Operations Capital One Philippines Support Services Corp.

August 2015 to September 2018

Responsible for leading the Quality Management Operations (QMO) and Anti-Money Laundering

(AML) Operations group, to achieve their respective business targets and goals. Ensured that quality teams supporting several sites and lines of businesses achieve their monthly quality audit deliverables. Created and drove a strong culture of collaboration with the different lines of business, as the team supported them in achieving respective quality and NPS targets through calibration, learning and best practice sharing sessions. Equipped investigators and managers with the necessary tools and skills to ensure superb investigations results.

Milestones:

Designed and executed three (3) projects that led to a 10% decrease in Potential Regulatory and Business Intent errors across the site

Strategized and executed five (5) burndown plan initiatives that directly led to AML achieving its SLA targets for the first time in 18 months

Performance rewards program increasing employee satisfaction & managed annualized attrition to less than 6%

Unit Manager for Operations, Credit Bureau Disputes HSBC

– Electronic Data Processing Philippines Inc.

October 2013 to October 2015

Monitored the overall performance of 15 back office associates. Rallied team performance through effective coaching, action planning, and rewards and recognition programs. Created individual development plans to support direct report’s growth and development. Extracted and analyzed department and customer data, provided trend analysis, and executed strategies towards achievement of business goals.

Milestones:

Received several Top Team of the month awards through effective employee coaching, engagement, and inclusion efforts

Mentored two (2) associates, which resulted into both being promoted into people leader roles Assistant Manager for Operations, Credit Card Fraud (Inbound) HSBC

– Electronic Data Processing Philippines Inc.

June 2010 to September 2013

Supervised the overall quality of work for 12 fraud agents. Drove individual and team success by clearly defining goals, breaking down tasks, formulating collaborative strategies, and executing adjustments towards achievement of goals. Provided vision and direction to inspire and aspire for greater results. Manages attrition, boosts morale & employee motivation through timely recognition & effective employee rewards programs while encouraging participation on employee engagement activities. Milestones:

Promoted as a people manager after three (3) years in an agent role

Significantly lowered team's absenteeism rate from 30% to less than 15% in 3 months.

Improved team quality average through effective root cause analysis from 78% to 89% in a span of 2 months

Customer Service Representative – US Credit Card Fraud Inbound and Investigations HSBC

– Electronic Data Processing Philippines Inc.

April 2006 to May 2010

Handled and resolved inbound calls, and analyzed trends and patterns to promptly detect potential fraud issues. Participated in the hands-on training of new hires, and provided assistance and inputs to the assigned team leader, in line with the performance appraisal of each team member. Milestones:

• Chosen as designated floor walker for new hires & succeeding batches

• Selected as Perfomance Coach and Team Lead Reliever

• Consistent All-Star Agent of the Month with the highest overall performance average

• Promoted to Assistant Manager for Operations upon regularization through site-wide internal job posting

TRAININGS & SEMINARS:

Certified 4 Disciplines of Execution Trainer

Franklin Covey Workshop – 7 Habits of Highly Effective People

Franklin Covey Workshop – Leading At the Speed of Trust

Agile Project Management

Business Occupational Safety & Health Six Sigma Basics Training EDUCATION:

Tertiary Bachelor of Science in Business Administration, Major in Business Management

De La Salle University – Dasmarinas, Cavite March