Joel Francis B. Ilao

** ****** **** ******, ********** Subdivision

Antipolo, Rizal, 1870

E-mail Addresses: adjzni@r.postjobfree.com ; adjzni@r.postjobfree.com Home Phone Number: +632-***-****

Cellular Phone Number: +63-917-*******

Introduction

I am a seasoned and experienced Business Processing & Outsourcing Leader. I have experience in Operations, Client Services and Quality (Governance/ Compliance) management. I am interested in pursuing a career as a senior leader in the respective fields mentioned with a company that can help me develop my full potential – professional & personal growth. The services that I could offer my new employer would be my extensive experience in service delivery management, operations management, project management, customer and client care, workforce management, process compliance, service level agreements, identifying and communicating goals and targets to the stakeholders and employee career development. Education

College Bachelor of Arts 1997

Major in Psychology

Ateneo de Manila University

High School Semi-Honors Course 1993

Ateneo de Manila University

Grade School Ateneo de Manila University 1989

Further Education

University of Santo Tomas, Faculty of Civil Law (until 3rd year): 1998 to 2001 Work Related Experience

American Express Ltd. (August 17, 2015 to March 29, 2021): Manager/ Service Delivery Leader, Operational Control and Compliance (Governance- Quality)

Principal Duties and Responsibilities:

1. Overseeing the team that is monitoring accounts for adherence to procedural and regulatory requirements.

Manage Business Analysts in the high-paced and highly-regulated environment testing for regulatory, policy, and procedural call and transactional monitoring adherence through procedural monitoring.

Maintain a pulse on the ever-changing demands from a regulatory and legal perspective impacting AMEX and possess the skills to quickly mobilize resources to assess, implement, and monitor processes to align to changing demands in the industry as they surface.

Serve as a key listening post and process improvement medium for AMEX through real time identification, analysis, and remediation of process breakpoints across the organization.

Ensure robust and targeted regulatory application across global processes and strategies.

Facilitate oversight and drive engagement with business partners as a gatekeeper of a closed-loop system for all new strategy ideation, design, implementation, monitoring, and remediation.

Establish and maintain a strong partnership with key business partners including Compliance, Bank, to enable a sound regulatory governance process within AMEX.

Ensure strong controls, rigorous reporting, and sound governance around the Procedural Adherence Monitoring program.

Work with peers and business partners to ensure best-in-class processes within AMEX including monitoring tools and techniques, sampling strategies, etc. while ensuring the integrity and stability of existing processes.

Drive alignment with the global organization on all new strategies and applicable regulatory impacts to ensure standardized and highly-effective and controlled processes globally.

Baker and McKenzie Global Services Manila (April 2012 to July 2015) 1. Operations Manager & Department Head of the Document Support Center Principal Duties and Responsibilities:

The over-all management of and handles all aspects of operations of the Department

The main point of contact for the Department

The creation of strategies and implementation of plans of the team.

Prepares and monitors the budget, as well as coordinates with the Finance Comptroller regarding Departmental Finances

Oversees and is responsible for the marketing, promotion, business development, research and development of products and services, and the establishment of new language services in Manila or other locations.

Manages the language services in Manila

Manages the screening of applicants, performance management, and other HR and administrative functions.

Manages the day to day operations of the Department. Ensures effective administration and efficiency of the Department and that all activities run smoothly. This includes maintaining an effective and efficient workflow/ allocation of work, high quality output and a productive team.

Oversees activities of the Department's officers, such as the Shift Supervisors, Quality & Process Supervisor, Training Officer (Supervisor Level) and Project Manager, by reviewing their recommendations, providing guidance with their projects & operational deliverables, helping define goals and assisting with prioritization.

Exercises authority over all leadership and staff employees of the Department and monitors their performance and activities, to ensure compliance with the objectives and requirements of their roles.

Official Leadership representative of the Department in company and Firm events, meetings and activities. This is both for local and foreign events, meetings and activities.

Performs ad hoc functions assigned by the Executive Director.

Oversees the management of all staff extensions for Resource Managers

(Buenos Aires Spanish Team, Manila Based Moscow Team, and the Manila Based German Team)

Develop, maintain and implement Quality Service Standards and monitor performance of the Department against these standards, making adjustments where needed

Responsible for the successful planning, monitoring and implementation of DSC projects and long assignments

Oversees the departmental needs for process improvement, project implementation, training needs analysis and recruitment & staffing.

Provide adequate coaching, mentoring and training plans to ensure the effective development of direct report and all staff within the department.

Convergys Corporation Philippines (employed from 2003 to April 26, 2012) 1. Process Compliance & Operations Manager (August 2011 to April 26, 2012) Principal Duties and Responsibilities:

Currently assigned to an Information Technology Account with expanding lines of business.

Responsible for Program’s and Client’s adherence to the Payment Card Industry Standards

Ensures Program compliance for Scope of Work Agreement, Client Processes

(Operations, Quality and Audit)

Interacts with internal and external parties to advance organizational positions

Serves as Subject Matter Expert to Business Units and client to resolve compliance issues

Responsible for selecting and managing performance of the client’s lines of business and their direct reports

OIC for Work Force Management and Reporting Analyst Team

Part of Leadership Team training with Client Counterpart in Electronics City, Bangalore, India (September 11, 2011 to September 25, 2011) Program implementation

Provides day-to-day support to operations managers with respect to their process compliance and adherence issues and that these are met accordingly.

Cascades program updates from the Client Services to the operations managers and their teams.

Make recommendations to improve team performance

Escalate operational concerns and process compliance clarifications to the Client for proper action

Ensures that all team-related reports and requirements are accomplished on time 2. Operations Manager (April 2006 to August 2011)

Principal Duties and Responsibilities:

Assigned to a Financial Client for its Fraud Detect Services: October 2010 to August 2011

Longest assignment in Convergys: 3 lines of business for an American Automaker Client (Customer Care, Subscriber, First Level Emergency Unlock, Auditor Team, Documentation-Offline processing teams): April 2006 to October 2010

Accountable for the Program’s Profit and Loss components

Accountable for the Program’s Service Level Contractual Agreement with the Client

Maintenance of Client Service Levels

Analyze performance results and implement department improvements.

Yellow Belt Certified for the program’s Six Sigma project for Agent Attrition.

Plan for upcoming organizational needs and implement strategies in a proactive manner.

Initiate Process Improvement as needed by the department.

Ensure department operates efficiently according to client and company measures.

Resolve escalated customer and client complaints.

Work with support departments to ensure staffing strategies are effectively executed.

Responsible for selecting, training, developing and managing performance of professional and non-exempt direct reports; providing prompt and objective coaching and counseling; and coordinating, planning, and assigning work for staff in accordance with the organization’s policies and applicable legal requirements.

Ensure that all administrative tasks in the team are completed as per specifications

Make recommendations to improve program performance

Communicated all process and client changes to direct reports within specific timeliness

Responsible for collaborating with the Program Quality Team in order to meet expectations for the Client’s Quality Standard and Guidelines. 3. Team Leader (December 2003 to March 2006)

a. First Batch (one of 2) of internally promoted Team Leaders for the Program and Convergys Philippines Services (CPS).

b. First Batch (one of 20) of Certified Mentors for the Convergys Management Development Program for Team Leader Trainees.

c. Directly reports to the Operations Manager of In-bound sales program. d. Performs managerial-related tasks such as Shift-OIC. e. Team Leader Point Person for Program’s Financial Client (Since Jan.2004) f. Accomplished on-line courses formatted for members of management team.

Principal Duties and Responsibilities:

Monitored, identified, and resolved performance/behavior/attendance issues using prescribed performance management techniques

Monitored and took action on TKS (timekeeping), personnel, and payroll issues

Conducted performance reviews of probationary employees

Maintained current employee records on direct reports

Reviewed agents’ statistics/metrics on a daily basis and provided constructive feedback and coaching

Evaluated call flow procedures and ensured call Quality standard guidelines are observed

Successfully completed all client related and company required training

Participated in program-wide improvement initiatives

Resolved escalated customer issues

Held team meetings on a regular basis with direct reports

Communicated all process and client changes to direct reports within specific timeliness

Carried out supervisory responsibilities in accordance with the organization’s policies; this includes: planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems

Conducts regular real time call monitoring of agents to assess agent compliance to the program’s quality requirements

4. Customer Service Rep. (Aug 2003-November 30, 2003) a. Pioneer Agent (Wave 1) of Convergys Philippines b. Experience in In-bound sales

c. Qualified as Mentor for the Team

d. Participates in Program Calibration.

e. Participated in meeting potential clients as recommended by Team Leader. f. Was endorsed by former Team Leader to Operations Manager to be person in-charge while former Team Leader went on indefinite leave as recognized by management.

g. Promoted to Team Leader, December, 2003.

E-Telecare International Customer Service Associate (Feb 2002-July 2003) a. Experience in In-bound and Out-bound customer service calls. b. Served financial call center clients which are based in the United States, the Americas, Europe, Africa, Asia and the Pacific.

c. Performed Program / Team related tasks.

d. Has authored and facilitated Call Center Program related projects. e. Served as Floor Support (equivalent of a Mentor) during different shifts for a particular period

f. Served as a Subject Matter Expert (SME) for the in-bound program. g. Performed coaching sessions (as assigned by Team Leader) with teammates for call quality/evaluation purposes.

h. Performed Quality Monitor and other TL related tasks on agents to evaluate call content / quality.

Interests

In my spare time, I enjoy surfing the internet, as well as traveling both foreign and domestic.

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