Experience

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  Genpact

  Aug 2006 - Mar 2015

  -Operations Manager for a cluster of front line managers and 180+ FTE Manual Collections Portfolio for a Multinational Bank.-Leading business reviews with clients and responsible in providing and implementation of action plans to achieve desired results.-Annualized attrition at 5% due to high employee focus on engagement and development.-Has maintained bench rate at less than 3%, with high quality delivered output.- Consistently ranked top 20% in performance within the organization since 2011. Show less -Handled a team of 18 FTEs for an Auto Collections Account under a Low Risk Delinquency portfolio.-In charge of ensuring Call Monitoring and Coaching dashboard of portfolio Front Line Managers. Consistently driving 100% compliance and completion.-Was able to address the increasing volume of No Activity accounts in the portfolio through deep dive analysis and strict monitoring.-Account awarded with 100% Net promoter score for 2010 and Best Global Account for Customer Centricity for 180 degrees turnaround of performance.-Consistent Top Performer and Number 1 FLM in the portfolio. Performance Excellence Awardee for Q2 and Q4 of 2010. Show less -First Filipino Workforce Manager and Dialer in Genpact Philippines.-Lead the auto-pilot and introduced the Aspect Dialer system in Genpact Philippines.-Responsible for generating business reports and analysis to be used for high level business reviews.-Responsible for uploading the download files in the dialer system, monitoring penetration and productivity at the same time.-Responsible for drafting the schedule for 300+ FTE's to ensure seat utilization goal is achieved. Show less

  • Operations Manager

    Jul 2011 - Mar 2015

  • Front Line Manager

    Oct 2009 - Jun 2011

  • Work Force Manager

    Aug 2006 - Sept 2009
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  Infosys bpm

  Jan 2016 - Sept 2019

  Senior lead- risk and compliance

  •Head of Risk and Compliance of Infosys BPM Philippines. - Overall management of Business Resilience, Information Security, and Occupational Health and Safety.•Appointed as Data Privacy Officer (DPO) registered in the National Privacy Commission (2017-2019)•Lead multiple local and international audit certifications for the delivery center (ie DOLE, ISO22301, ISO270001)•In-charge in ensuring controls are in place and are effective for any identified potential risk with regards to Business Resilience, Information Security, and Occupational Health and Safety. Show less

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  Wells fargo

  Oct 2019 - Apr 2023

  Asst. vice president- independent testing & validation

  •Manager in independent testing and validation team that conducts an end-to-endIncremental compliance testing for Third Party vendors with regards to their regulatory and contractual requirements•In-charge in ensuring effective risk management practices with respect to applicable regulatory and contractual requirements are in place and effectively working. • In-charge in establishing communication with applicable stakeholders, corporate and group risk leaders for any identified Issue/s. •In-charge in Annual Program updates and maintenance. This includes the Overall schedule plan, Change Management, Hiring, Staffing, Utilization and Training. Show less

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  Citi

  Jul 2023 - now

  Vice president (tp risk officer)

  -Representing business leadership to coordinate and facilitate Third Party Risk Management activities-Evaluating current market conditions and providing insight on trends/issues that may impact the business through the use of external Third Parties-Advising Vendors on the Risk Assessment for third parties and re-accessing as required; identifying significant changes in relationship to trigger update of Risk Assessment-Verifying third party's compliance to required policies and controls. Show less