Professional Experience

Teleperformance Philippines Sep 2018 – Jan 2021

Director of HR Shared Services and Corporate Services (Offshore Operations)

Provided leadership for $12.9 million Corporate Services Operations supporting Teleperformance Subsidiaries in US, Canada, UK, France, APAC with a net income of $2.1million.

Lead operations and provide strategic direction with full responsibility for budget, service/product management, operational metrics, and transition management. Direct all service operations for HR, Finance, IT, QA, WFM, Marketing & Sales Operations, Security &Compliance. Provide Cross-Functional Management, direct 4 Senior Managers, 1 HRBP, 10 Functional Managers and general oversight of 900 employees. Redefined the Organizational Structure, deployed People engagement and development strategies, and review monthly financial and operational performance.

Key Accomplishments

Created an integrated and responsive multi-site Operations with a headcount growth from 608 to 900 in 2 years.

Operationalized the HR and Recruitment Services for US, Canada and UK delivering 18% Cost Reduction.

Organization restructure and deployed people initiatives reducing attrition and increasing employee capability.

Synchrony Global Mar 2015 –Aug 2018

Director - HR Business Consulting and Customer Engagement

Ensured successful delivery of Consulting and Implementation of $5.1million HR transformation Projects in the Philippines.

Directed Consulting Managers, Sales and Marketing Managers, Product and Bid Managers to execute business strategies on HR Strategies, Systems design and deployment. Participated in the development of HR strategies and system design for the Clients. Participated in the development of HR product and services based on HR market trends. Advised C-Level clients in the development and deployment of HR strategies. Directly reporting to the COO of Philippine Operations.

Key Accomplishments

Developed a value proposition leading to increase in revenue by 8%

Built strategic alliances within the Philippine ecosystem that added 12% in company revenue

Effectively led project teams across the region to deliver 5 digital HR Transformation projects.

Alexander Mann Solutions Oct 2013 –Nov 2014

Head of Recruitment Operations -

Provided leadership for $5.9 million Recruitment Operations supporting clients in APAC, ANZ and EMEA.

Lead operations and provide strategic direction with full responsibility for budget, service/product management, operational metrics, and transition management. Direct all service operations for Sourcing, Recruitment Administration, Research and Analytics and Contingent Worker Administration. Provide Cross-Functional Management, direct 5 Senior Managers, and general oversight of 250 employees. Implemented a process based organizational structure, that increased productivity and output. Reported to the Country Lead Philippines.

Key Accomplishments

Spearheaded Operational improvements leading to increase in performance and reduced costs.

Implemented Turn-around management leading to client retention and increase in portfolio.

Deployed people engagement and capability development projects.

Logica CMG (Prior to CGI Acquisition) Mar 2012–May 2013

Head of Global Business Services HR Shared Services

Provided leadership for GBP22.9 million Global Shared Services Operations supporting 50,000 employees in 35 countries.

Lead operations and provide strategic direction with full responsibility for budget, service/product management, operational metrics, and transition management. Direct Cross-Functional Management, across 8 HR Process Managers, 1 ITSS manager, 1 HRIS Manager, and general oversight of 500 employees in the Manila Site. Deployed the HRSS Organizational Structure and Global HR Delivery Model, implemented People development strategies, and review monthly financial and operational performance.

Key Accomplishments

Deployed a Global HR Operating Model and gained 27% Increase in HR capabilities and 47% Cost Improvement in Global HR Budget.

Delivered GBP1.2M in Cost Savings through effective Vendor Management and process improvements.

Reduced attrition by 23% through people engagement and development plans.

Northgate Arinso (NGA) April 2011 –Mar 2012

PH Lead - HR & Management Consulting

Turn-around Management delivery of HCM Implementations of $1.1million SAP HCM Projects in the Philippines.

Directed Consulting Managers, and Functional consultants to execute new HR process and system redesign to meet project completions. Participated in the development of HR strategies and system design to help Clients with people strategies leveraged on improved processes technology. Advised C-Level clients in the development and deployment of HR strategies. Directly reporting to the COO of Philippine Operations.

Key Accomplishments

Successfully corrected and redeployed SAP HCM issues resulting in additional projects for the company.

Effectively led client engagements and resulted in 2 new consulting and implementation projects.

Successfully Deployed 3 SAP ERP HCM Projects ahead of schedule and resulted in 18% contribution to the Country Revenue

IBM Business Services Apr 2007–Mar 2011

Geo-Delivery Lead - HR Service Centers Aug 2010 – Mar 2011

Provided leadership for HR Service Center Operations and Processes for Philippines, Costa Rica and Budapest.

Lead operations and provide strategic direction for HR Service Center operations supporting IBM Clients and IBM Global. Manage and set standards on the hiring and performance measurements of employees. Monitor and direct day-to-day center operations and compliance to processes.

Key Accomplishments

Participated in the development and deployment of the Global Playbook for IBM HR Service Center Operations.

Implemented process improvement that led to increased adoption of Self Service systems.

Organization restructure and deployed people initiatives reducing attrition and increasing employee capability.

Operations Leader - HR Service Centers April 2007 – Aug 2010

Lead HR Operations for APAC, EMEA and North America Clients and IBM.

Lead the day-to day operations and of HR Services to IBM Clients and IBM Global. Overall ownership of KPIs and Targets, including budget, attrition, employee satisfaction and customer satisfaction. Manage and set standards on the hiring and performance measurements of employees. Monitor and direct day-to-day operations and compliance to the scope of work.

Key Accomplishments

Implemented Process Improvements that resulted in $1.3M cost savings in Year 1.

Developed and deployed process improvement that were adopted by other programs, and sites

Program Manage Extreme Blue – IBM Management Training Program

Successfully Solutioned and Transitioned 3 Global HR operations to Manila and Costa Rica

Executed Turn-Around Management on 3 non-performing programs and managed all SLA targets to be met.

Accenture Oct 2006–Mar 2007

Site Leader (Multiple Sites) Vendor Performance Management (C&HT)

Provided Leadership and Program Oversight to 1500+ FTE, in 4 Vendor Sites across the Philippines

Provided Leadership in Operations, WFM, Quality and Recruitment to ensure Service Success and manage profitability of the Program for Accenture and the Vendors. Initiated programs in partnership with Vendor Executives, that led to the sites ranking #2-5 in overall performance for the Telco Client.

Generated a total of US$500,000 in cost savings for the firm based on the Quarterly Business results.

Led and Managed the BCP and Crisis Management Team for the Business Unit.

Participated in the development and deployment of the Accenture internal BPO Workstream.

APAC Customer Service Aug 2004–Sep 2006

Sr. Manager Client Services

Led the Client relationship for programs under the Financial & Banking, and Publication Vertical of the business.

Provided leadership and strategies to meet contractual and Federal requirements for Operations. Initiated operational improvements that led to increase in business by the addition of new Lines of Business.

Achieved Program Critical and Key Performance Indicators and has received the highest CSAT and First Call Resolution for all In-bound programs.

Achieve 100% Pass rate in HIPAA, PCI and Security, Compliance and Federal requirements consistently.

Instituted CSAT and VOC

Vertex Solutions Inc. Nov 2003–Jul 2004

Department Head - Training and Quality (Consulting)

Provided leadership and directed the set-up of the Training and Quality department.

Developed and Set-up the Training and Quality Framework for the organization in partnership with the Executive team. Designed and deployed the Quality Assurance Process and significantly increased Operational capability and compliance. Deployed a training framework using Accelerated Learning Approach that enabled the trainees to acquire account specific knowledge and deliver the work with high accuracy. Instituted CSAT and VOC

iTouchPoint Technologies Aug 2002–Nov 2003

Department Head - Training and Quality (Consulting)

Provided leadership and directed the set-up of the Training and Quality department.

Developed and Set-up the Training and Quality Framework for the organization in partnership with the Executive team. Designed and deployed the Quality Assurance Process and significantly increased Operational capability and compliance. Deployed a training framework using Accelerated Learning Approach that enabled the trainees to acquire account specific knowledge and deliver the work with high accuracy. Instituted CSAT and VOC

Academic Qualifications

Master in Business Administration - AMA University - Quezon City – Philippines (Sep 2020 – On-going)

Bachelor of Arts in Literature - University of Santo Tomas - Manila City – Philippines (Graduated Mar 1992)

Training and Certifications

7Habits Facilitator Certified

Basic Blue - Leadership Course

Delivery Excellence

6Sigma Champion

Transition Management

Applied Project Management

COPC Lean Sigma YB- Certified

EU Data Privacy

Data Analytics for Leaders

SAP Design Thinking

SAP System Design

SAP HCM Consulting

SuccessFactors Consulting

Core Competencies

Operational Leadership Human Resources Organization Restructure

Budget Planning Process Improvement Sales Operations

Marketing Partnership Development Service Delivery

Start-up Operations Operational Control Talent Development

Awards and Recognition

IBM Ovation Award

IBM Blue Stripes Award

NGA EuHReka Award

References:

John Manzano - adl4ge@r.postjobfree.com

Country Lead - Enterprise Facilities Management at CBRE

Hans Montenegro - adl4ge@r.postjobfree.com

Chief Operations Officer, IT Delivery Centers, Asia at Manulife

Kevin Urrutia - adl4ge@r.postjobfree.com

Country Head – at Alexander Mann Solutions

Accomplished Executive in the ITES/BPO and Shared Services Operation, Human Resources, P&L oversight, Sales Operations and Marketing, Service Delivery and Transition involving start-up and growth organizations. Results oriented, people focused and decisive leader with proven success in Business operations and People development across multi-function, multi-site BPO and SSC operations. Track record of growing the bottom-line, while leading operational improvements to increase productivity and reduce costs. Adept in dynamic and demanding environments while remaining focused and pragmatic

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