JANUS R. ESCALADA

**** *- **. * ****** Sikat, Punta Sta. Ana Metro Manila 1009

LinkedIn: https://www.linkedin.com/in/jan-escalada-b09b6386/ Email: adj0cv@r.postjobfree.com

Mobile Number: +639********* +639********* Landline: +632******** WORK EXPERIENCES

BPO International

Enterprise Quality Senior Manager – Business Transformation Group March 2019 – November 7, 2020

• Responsible in managing three major pillars under the Business Transformation Group such as the Quality Assurance, Risk and Compliance, and Robotics Process Automation Groups.

• Also functioning as the Data Protection Officer of the organization. ROLES AND RESPONSIBILITIES:

QUALITY ASSURANCE:

Maintain and implement Quality and Information Security related policies in the organization.

Leads the implementation of Process Documentation and Document Control in the organization

Leads the Quality Assurance Team to provide documentation support and implement Transactional Quality and Process Audits to the organization using SAP, Jeonsoft and BPOI HR Proprietary System.

Managing the organization’s Internal Audit Programs

Develop and maintain related policies and practices to ensure effective management system and transactional quality in the organization.

Review and evaluate the existing IT general controls, payroll and business processes based on the SOC 1 Type 2 Audit Plan.

Manages and collaborate with other departments to ensure compliance with the ISAE 3402 or SOC 1 Type 2 Audits.

Monitors the implementation of Corrective and Preventive Actions and closure of Non-conformances as the result of Internal and External Audits.

Provides report on the organizations status in Compliance to the Management Standards and Transactional Quality service.

Monitors the Organizational Goals and Objectives based on the agreed Quality Metrics.

Closely working with the Continuous Improvement and RPA Team on Business Process Excellence and Operational Excellence Projects and incorporate quality management systems and requirements.

Apply six sigma methodologies to assist the Operations Team in improving their service delivery to external clients.

Implement the Service Delivery Quality Framework and Centerpoint Application to ensure monitoring of all incidents, problems, change and service requests for both internal and external clients.

Perform Root Cause Analysis in collaboration with the Operations Team for quality related incidents to establish both corrective and preventive actions.

ROBOTICS QUALITY ASSURANCE

Ensure successful implementation and execution of quality control process and framework in automation through running various type of tests, identifying defects and issues, document and generate test reports for both defect and issues, re-testing and assist RPA Developers to design the roboticized process.

Ensure that the output of the automation passes through rigorous quality control check by conducting different type of testing and defect report monitoring on a regular basis.

Ensure the Robotics Quality Assurance Team in ensuring all developed Robotics Process Automations are tested and defects are properly logged, monitored and resolved in collaboration with RPA Development Team.

Collaborate with Operations Team, Business Analysts and RPA Development on the result of the RQA Testing to discuss possible resolution of defects

Ensures that all test results are reviewed and approved prior endorsement for UAT and releasing.

Ensures that the following RQA Reports are prepared and followed in every cycle of RQA Testing: Test Scripts, Defect Log, Project Sign-Off and Endorsement.

Conduct on-going self-study in using the Phyton as development tool or system. RISK AND COMPLIANCE:

Ensure the organization’s compliance to the policies and requirements of ISO 9001 and ISO 27001 in order to maintain certification.

Establish and maintain effective controls to ensure the Confidentiality, Integrity, and Availability of Information for BPO International and its customers

Monitors the Organizational Goals and Objectives based on the agreed Information Security Metrics

Answers Client or Third-Party Information Security Assessment as part of due diligence process to ensure applicability of information security controls based on the client requirements.

Ensure compliance and implementation all company policies and processes other than that of the Management Systems.

Ensure compliance with the client requirements in relation to Physical and Information Security and other control

Conducts Quality, Information Security Management Systems and Data Privacy Training.

Ensure successful implementation and execution of the Quality Control Process and Framework in automation through running various type of test.

Implement the Risk Management Process and ensure all business and operational risks are identified, assessed, controlled and treated.

Ensure protection of confidentiality, integrity and availability of information of clients, employees in accordance with the Data Privacy Act Law.

Establish Business Continuity Plans for clients and business

Ensure compliance with legal, regulatory, statutory and contractual requirements.

Reviews client contracts during the due diligence process.

Closely working with the Continuous Improvement and RPA Team on Business Process Excellence and Operational Excellence Projects and evaluate all the possible risks and failures in terms of Information Security and Data Privacy requirements.

Perform Root Cause Analysis in collaboration with the Operations Team for information security and data privacy related incidents.

Green Cross Inc.

Business Process and Internal Control Manager May 2018 – February 2019

Update and review business processes, policies, and procedures through process audit and deep- dives.

Identify stakeholders and customers’ need in updating business processes.

Measure and analyze the existing performance through data analysis and other methodologies.

Work closely and collaborate with different internal and external stakeholders to ensure efficient implementation of the new business processes.

Maintain the integration and alignment of processes in coordination with all client departments.

Evaluate process risks and assess the effectiveness and completeness of existing internal controls using a formal Risk Management Process.

Developed the Service Delivery Quality Framework within the organization to ensure all incidents, problems, change and service requests are properly handled and fulfilled.

Conduct Process Documentation Training to ensure the readiness of each department in updating policies and procedures in line with the ISO 9001 Requirements.

Ensure compliance to the Data Privacy Act through completion of 5 pillars and continuous risk assessment.

Initiated and facilitated projects for quality and productivity improvements.

Created centralized organizational performance measures for common alignment and goal-focused organization.

Established quality and timeliness SLA's during process documentation and reviews. BPO International

Data Protection Officer – Business Transformation Group August 2017 – November 7, 2020

• is responsible for ensuring the Company’s compliance with applicable laws and regulations for the protection of data privacy and security. The DPO’s function and responsibilities shall particularly include, among others:

ROLES AND RESPONSIBILITIES:

• Accountable in for ensuring compliance with the applicable laws and regulations for the protection of data privacy and security.

• The Data Protection Officer shall oversee the compliance of the organization with the DPA, its IRR, and other related policies, including the conduct of a Privacy Impact Assessment, implementation of security measures, security incident and data breach protocol, and the inquiry and complaints procedure.

• Conducts training or seminars to keep BPOI personnel to ensure timely reminders and updates in data privacy and security requirements.

• Initiate, conduct and assist different teams, department and projects in performing Privacy Impact Assessment relative to all activities, projects and systems involving the processing of personal data in collaboration with different vendors, suppliers or any 3rd party service providers if applicable.

• Monitoring BPOI’s personal data processing activities in order to ensure compliance with applicable personal data privacy laws and regulations, including the conduct of periodic internal audits and review to ensure that all the company’s data privacy policies are adequately implemented by its employees, suppliers, consultants and 3rd party service providers.

• Responsible in reviewing and updating the Data Privacy Manual and privacy and information security policies to remain consistent with current data privacy best practices on annual or per need basis.

• Acting as a liaison between BPOI and the regulatory and accrediting bodies.

• Collaborate with our external legal partners to ensure compliance of existing policies, procedures and controls of BPOI.

BPO International

Risk and Compliance Manager – Business Transformation Group - April 2015 – April 2018

Responsible for managing risks in the organization. This includes identifying, analyzing, evaluating and treating risks. Risk and Compliance Manager also ensures that management and employees are in compliance with the rules and regulations of regulatory agencies, that company policies and procedures are being followed, and that behavior in the organization meet’s the company’s Standards of Conduct.

ROLES AND RESPONSIBILITIES:

•

• Establish and maintain effective controls to ensure the Confidentiality, Integrity, and Availability of Information for BPOI and its customers

• Responsible in managing the Information Security for BPOI

• Initiate a formal Risk Assessment as required according to ISO 27001:2013 requirement

• Raise awareness of the requirements of ISO27001 and other security initiatives through induction courses and general awareness campaigns.

• Work with the Security Council and Quality Assurance Team to proactively assess the health of the ISMS implementation

• Coordinate with the Business Continuity Management Team during BCP events.

• Assist the operations group in implementing the Service and Delivery Quality Framework.

• Monitor activities in relation to Physical and Information Security

• Attend client meetings to discuss BPOI’s security controls and processes.

• Investigates reported breaches of security and coordinates mitigation or responses as needed for the purpose of ensuring the districts sensitive data is kept secure

• Respond to client audits and assessment reports

• Work with Quality Assurance Team on the requirements and implementation of ISMS and ensure compliance to ISO 27001:2013

• Maintain the documentation required by the ISO standard as described in the Security Manual – including the Statement of Applicability and Risk Register

• Ensure compliance with the client requirements in relation to Physical and Information Security and other controls

• Ensure compliance on legal, statutory and/or regulatory laws affecting information security. BPO International

Senior Business Transformation Supervisor – Business Transformation Group July 2013 – April 2015

• To function as the primary corporate Information and Physical Security Officer and Assure the Maintenance and Implementation of the Quality Management Systems (ISO Standards) ACCOMPLISHMENTS:

• Internal Auditor for ISO 9001 – Quality Management System

• Internal Auditor for ISO27001 – Information Security Management System

• Conducts New Employees Orientation in relation to ISO 9001 and ISO 27001

• Ensure the implementation of Physical and Information Security Policies as Physical and Information Security Officer (PISO)

• Conducts Process Documentation Training (SIPOC, Process Map, Procedure Document and Work Instruction)

• Assist the operation’s group through toll gate if the prepared process documentation meets the requirements.

• Conducts Utilization Tracker Training to measure employee’s productivity, promote workload balance, basis for capacity planning and performance reviews.

• Prepare a capacity report for each team base on the result of the Utilization Tracker.

• Assist the operations group to establish KPI based on the SLA set with the client.

• Conducts training for Business Continuity and Disaster Recovery plan.

• Spearhead the testing of DRP established by each team or department within the organization

• Conducts process deep dive reviews to identify process wastes or pain points and recommends improvements to the client.

• Performs Root Cause Analysis and establish mitigation plans to avoid recurrence of incidents and problems.

• Roll-out the Service Delivery Quality Framework across the organization

• Implementation of the Client and Business Confidentiality Policy within the organization.

• Performs Process Deep Dive reviews to identify pain points in the process and recommend improvements.

LOGICA PHILIPPINES

Continuous Improvement and Reporting Analyst – Quality Team November 2011 – June 2013

• To function as the primary corporate reporting lead and key subject matter expert on corporate reporting and performance initiatives. • To lead and drive corporate reporting functions across the organization.

ACCOMPLISHMENTS:

• Conducted Roadshow on how to utilize the One Time Tool Tracker across ITSS and SAP Group last January 2013.

• Implemented and released the One Time Tool Tracker last February 2012 across the ITSS and SAP Group of Logica PH as a tool for measuring operational metrics.

• Helped out in gathering data for the Shift Analysis.

• Conducts Operational Reviews with ITSS and SAP teams to monitor their performance base on the generated report from One Time Tracker and requested action plans on failing.

• Prepares the High/Lowlights and Support Issues and Concerns for the Management.

• Monthly validation of IT headcount which is essential for Global Reports.

• Participated on Customer Focus Workgroup to create ways on how to improve Client Satisfaction through CSAT Surveys.

• Prepares the Balanced Scorecard which includes the actual and target % of all operational metrics for Tier Directors and Country Director.

• Certified Lean Six Sigma Yellow and Green Belter.

• Participated in Advanced Integrated Management System as Internal Auditor.

• Internal Auditor for ISO 14001: Environmental Management System

• Internal Auditor for OHSAS 18001 Occupational Health and Safety

• Collaborated with BPM Team to create Project Insight (Automation of Metrics Computation) LOGICA PHILIPPINES

Team Leader: Customer Management Centre

August 2009 – November 2011

• Resolution of written, email, escalated telephone complaints and OTELO case files by providing clear explanations and solutions in writing, identification of root cause of complaints and feedback to stakeholders to prevent recurrences.

ACCOMPLISHMENTS:

• Created A low level process map for the 3 functions of BT Provisioning System (OWL Document).

• Created a close relationship with onshore counterpart in UK to establish blended delivery of SLA.

• Able to handle different queues of BT Provisioning Processes namely Service Provisioning Gateway

(SPG), eCo Broadband, BT Wholesale and Royal Mail.

• Analyze and process back-office special cases such as jeopardy management, exceptions cases and customer complaints.

• Act as subject matter expert on escalations and special cases in handling Worklist, Jeopardy and Exceptions queues.

• Develop an understanding of high-level processes.

• Develop expertise in job-specific processes and procedures.

• Process requests as assigned following quality metrics and service level agreements.

• Ensure fast and accurate turnaround of work by proper allocation of queues and monitoring of manpower requirements.

• Solve problems using agreed upon procedures.

• Develop a comprehensive understanding and mastery of all tools and back-end systems to complete requests. • Remain updated on products, policy, procedure and other important operations issues. GLOBE TELECOM

Customer Service Associate

November 2007 – September 2009

• Handles incoming calls for inquiries and complaints about the products and services being offered to our valued subscribers

ACCOMPLISHMENTS:

• Provided additional sales for the Iphone 3g handsets by discussing the features, specifications of the handset

• Establishes customer loyalty by offering retention programs such as free handset or bill rebates

• Member of Quality League due to consistently passing the call quality standards from November 2008 up to July 2009

• Able to meet average talk time and handling time to accommodate all the incoming calls of our subscribers especially to meet the service level of our team/department

• Able to handle inquiries for Globe Postpaid, Prepaid and other services which to avoid call transfers and abandoned calls

• Best Call Handler for the month of September 2008 which leads in achieving all metrics in terms of Call Accuracy, Call Management which leads in meeting the service level RUSTANS SUPERCENTERS INC – SHOPWISE

Deli and Dairy Supervisor

September 2006 – October 2007

• Daily monitoring of sales, stocks to achieve sales target in monthly basis ACCOMPLISHMENTS:

• Successfully Achievement Sales Target for both Deli and Dairy for almost 131.19 % for the period of September 2006 to January 2007

• Able to reach 113.53% sales target for Delicatessen and 111.22% for Dairy for the month of February 2007.

• Able to reach 119.21% sales target for Delicatessen and 117.83% for Dairy for the month of March 2007.

• Facilitated Stocks Rephasing to improve merchandise display to increase daily sales

• No reported Shrinkage for the period of September 2006 to February 2007

• Given the opportunity to monitor other Fresh Departments such as Seafoods, Produce, Meat and Poultry and even Bakery Department to sustain its sales.

• Experienced Supervisor in facilitating Annual Stocktake and Inventories to monitor Sales Loss and Shrinkage

• Successfully Managed a 20 man team that leads in hitting sales target for the period of January to July 2007 due to cost cutting project of some Suppliers RUSTANS SUPERCENTERS INC – SHOPWISE

Store Secretary

May 2005 – September 2006

• Maintains an efficient and effective filing system to facilitate the swift retrieval of documents or materials

• Prepare Sales Reports

ACCOMPLISHMENTS:

• Able to establish accurate and “easy to find” filing system either under Selling or Support Documents

• With direct communication with Araneta Management especially in forwarding the Sales Performance of Shopwise Araneta

• Developed the typing skills especially in preparing Sales and Traffic Count Reports

• Sending out Sales Associate to accomplish Price Canvass report to monitor prices of our competitors if we need to make the necessary changes on price to be more competitive to meet the sales target EDUCATION BACKGROUND

Bachelors of Science Major in Business Management

San Sebastian College Recoletos Manila

High School Graduate

San Sebastian College Recoletos Manila

Tertiary Graduate

Sta. Catalina College – Legarda Manila

TRAININGS AND CERTIFICATIONS

• Balanced Scorecard Training

• Advanced Integrated Management System Internal Auditor Training

• Advanced Statistical Process Control

• Fundamentals for Metrics Management

• Leadership Excellence Training

• Lean Six Sigma Yellow Belt

• Lean Six Sigma Green Belt

• Metastorm Provisioning Training

• Intermediate Excel Training

• Root Cause Analysis Training

• Role of Business Management in Corporate World (2004)

• Ten Secrets of Successful Filipino Entrepreneur (2004)

• Business Communication Fluency (2004)

• Marketing Renaissance: The Challenges in the 21st Century

• Inferential Statistics

• Competitive Positioning For the Global Market

SKILLS

• Six Sigma

• Continuous Improvement

• Customer Service

• Business Innovation

• Sustainability Reporting

• Retail Sales

• Performance Metrics

• Reporting Metrics

• Business Process Improvement

• Business Process

• Visual Merchandising

• Secretarial Skills

• Environmental Management Systems

• Occupational Health

• Microsoft Excel

REFERENCES:

• Jen Nanquil

Quality Assurance Manager

091********

• Raul Diaz

Continuous Improvement Manager

091********

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