Business Delivery Manager
Resume:
Karren Ann Soriano
WORK EXPERIENCE
AVALOQ PHILIPPINES
December 2019 - Present
Business Delivery Manager
Managed and Supported 2 Business Areas (Engineering & Avaloq Core Platform) comprising Junior and Senior Developers ensuring seamless delivery and providing mentorship to enhance team performance.
Provide necessary support to the Functional Line to increase maturity of the team
Managed people-related concerns, fostering a positive and productive work environment.
Drove location initiatives to enhance collaboration and delivery
Supported hiring and recruitment processes
Managed onboarding and offboarding of employees,
ensuring smooth transitions and minimal disruption to operations.
Chapter Lead
Led the Engineering and Innovation Division comprising Junior and Senior engineers, Developers, QA, and
Business Analysts.
Fostered a culture of dialogue and feedback, exchange and learning
Supported and guided individuals to personal growth and professional development. Implemented Career
Development Plan for Engineering Division.
Created and Evaluated opportunities for team
development and upskilling
Fostered interaction and exchange, cooperation and collaboration among members of teams and between
teams
Designed programs to enhance team and individual
growth, develop professional expertise and knowledge exchange for team collaboration
Performed time approval, feedback, promotion, and salary processes.
Provided People Management Services such as Recruitment, Employee Relations and Engagement, Performance
Evaluation, Resource and Planning Allocation
Captured reports on delivery-related metrics to improve the Chapter's delivery output, developing a new dashboard to track key metrics and providing real-time visibility. RELEVANT SKILLS
Operations Management
People Management
Coaching and Mentoring
Resource and Capacity Management
Project Management
Agile Methodology
Business Continuity Management
Kaizen
ILM (Institute of Leadership and
Management) L2 certification
PSM1 Scrum Master Certification
CONTACT ME
LinkedIn Profile:
linkedin.com/in/karrenannsoriano
****************@*****.***
Muntinlupa City
PROFESSIONAL SUMMARY
Highly organized and Result-oriented business
leader with more than 10 years of Experience in
Financial Services and day-to-day business
operations management. Effective liaison to key
clients and external business stakeholders. An
agile leader that demonstrated ability to
streamline processes for efficiency and
productivity. Helped build high performing
teams, operations and productivity across
multiple business lines. With expert team
leadership, planning and organizational skills
that can execute quality service delivery by
means of Operational Management. Coach and
develop people. Adept in making critical-
decisions, optimizing the processes and
realization of continuous improvements.
Chapter Lead
ING Business Shared Services
October 2016 - December 2019
Managed and led the Payments Investigations Team with 25+ FTEs, comprising Junior and Senior Analysts
Led the delivery of high-quality service in daily
operations, achieving a 95% service level agreement (SLA) adherence rate.
Coached and Mentored Team Members
Develop and Implemented SLAs for team and Individual performance through operational management
Key driver for optimizing processes and realizing
continuous improvements, implementing process
changes that reduced backlog by 15%.
Organized team-based training, forecasting, and capacity planning activities.
Managed tickets/tasks allocation and set priorities for the team, aligning with service level agreements.
Led quality feedback sessions and calibration reducing team errors by 10%
Served as an ambassador for cultural change and a role model for the new Agile Way of Working and awarded as Best Manager competing globally in UK
Team Lead
Western Union Business Solutions
January 2008 - December 2019
Managed and led the Investigations Team
with 15+ FTEs.
Served as an escalation point and information source for AROC Operations, Network Agent, and Commercial
Operations Managers.
Monitored team and individual performance KPIs and delivery
Implemented and enhanced the Reward and Recognition Program, resulting in a 20% increase in employee
satisfaction.
Managed and supported hiring and recruitment +
onboarding of employees
Structured career development plans for team members, leading to increased employee retention.
Led the transition of processes from Australia to Manila that contributed to Manila’s growth by 80%
Team Subject Matter Expert
Western Union
July 2006 - January 2008
Led the Certification Process for New hires
Served as an escalation point and liaison for
Training/Quality Team
Developed and monitored new hire’s individual
performance KPIs and delivery
Contact this candidate