• Manages, coaches, and trains a team of Digital & Technology staff.• Documents procedures and standards.• Ensures staff appropriately documents their work such as functional/technical specification, development, or architectural designs.• Provides tiered digital & technology support for end users.• Gathers and reports on support metrics in order to identify trends that warrant attention.• Works with vendors to deliver updates, resolve issues, and manage the product life cycles and upgrades.•Serves as the digital & technology liaison for the area of responsibility, primarily for internal clients.• Responsible for developing and executing project plans.• Exhibits analytical rigor, judgment and ability to present a comprehensive 'data story' to multiple levels of the organization.

• Assess and prioritize the top quality issues affecting the company across all decision-making channels• Stay connected with how the company's support ecosystem is evolving and help head off quality issues before they begin• Drive investigation of highly sensitive issues affecting the company, working with teams and leaders to understand what happened and why• Tell the story of why Quality matters, build consensus, and inspire others to move fast on fixing problems• Drive accountability with leaders and their teams to meet quality performance goals and ensure program standards are met on a week-over-week basis• Effectively manage and mentor a team responsible for diverse workflows, Quality channels, and global stakeholders• Quantify business cases and drive cross-functional partners to change our systems, processes and policies to achieve better outcomes• Find creative workarounds for quality issues where our tools are the root cause and a technical solution is not imminent• Ensure that all work performed by the team is delivered and executed within the mutually agreed upon target completion date• Ensure that the team must deliver and meet quality standards based on the requirement and as determined by the stakeholder• Provide weekly status reports to my Supervisor which includes list of deliverables assigned to me, target completion dates, status, measure of success, and dependencies

• Be in charge of running and managing a team of Customer Service Executives from Manila, Montreal, Korea, and Tokyo• Set targets for all other agents to meet• Schedule and organize shift patterns for other team members to ensure that customers are never left unattended to• Understand all organization’s products, services, procedures and guidelines and communicate same to all team members• Monitor all correspondences to ensure that due procedures and quality standards are strictly adhered to• Facilitate and organize training session for all agents and participate in recruitment of new agents• Conduct regular review of agents’ performance and organize training sessions as needed• Submit regular reports and seek new ideas and strategies to improve performance at the studio• Keep up with trends and happenings in the industry and ensure adherence to industry standards• Ensure that clients are kept happy and satisfied at all times by providing prompt response and solutions to their challenges at all times• Ensure a safe and harmonious working environment for all other team members and delegate duties to all team members.

• Supervision of work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements• Maintain accurate metrics of direct reports individual performance as well as overall team level Training and Quality performance• Manage resources across the assigned portfolio (personnel schedules, varying account needs)• Evaluate levels of Training and Quality process and staff effectiveness and works with Business stakeholders to create and collaborate on execution of improvement action plans• Develop strong working relationships with key Business stakeholders, internal and external• Oversee audits of key Training and Quality support processes within each account and recommends changes• Maintains appropriate Training and Quality staffing levels according to program requirements• Contributes to the assessment, analysis, planning, design and delivery of training and quality solutions, collaborating with learning consultants and curriculum developers• Acts as a primary point of contact for training and quality functions, partnering with program management within assigned accounts• Carries out management responsibilities in accordance with the organization's policies and applicable laws; this includes interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints

• Weekly and monthly tasks include managing agent, line of business, regional and site dashboards, as well as overseeing success and intake of automation.• Worked with cross-functional teams in building business intelligence dashboards for monitoring operations KPI's.• Key contributions including optimizing dashboard templates used by ANZ regional CommOps reducing dashboard defects improving scalability & efficiency.• Provided Analytics & Insights to stakeholders.• Mentored junior analyst in handling ANZ line of business and stakeholder management.• Set up infrastructure for daily, weekly, monthly and quarterly (Town Hall) reporting including performance reports, deck presentations and data visualization.• Managing and ensuring SQL queries are-up-to-date with Global Reporting Standards.• Mentored fellow analysts in understanding business metrics.

• Lead, motivate, and develop high performing teams of Customer Support Representatives (CSRs) within a time-sensitive and demanding environment to deliver on operational key performance indicators (KPIs)• Ensure the team is delivering exceptional customer experiences and meeting service level requirements• Analyze the performance of the teams and provide constructive feedback on a consistent basis• Be a Subject-Matter Expert (SME) on the team’s processes and policies• Nurture continuous process improvement to deliver an excellent experience every time, all the time• Manage enforcement of policies, including attendance; create and distribute reports to COE management, provide Senior Leadership with daily snapshots of the team’s performance; escalate issues to Senior Leadership as necessary• Develop new support processes and help designing teams with new skills required based on new LOBs in the COE• Lead by example – maintain a positive, can-do attitude and encourage others to do the sameProven ability to manage effectively, set team goals, develop people to their highest levels of performance, and guide through challenging situations• Give reinforcing feedback where necessary, and offer critical feedback for growth opportunities as they arise

• Provided technical & setup support to Advance Claims and Point in J users and partners as well as desktop support whenever needed. Knowledge in MS Office, Citrix, Remote Desktop Services, McAfee and Windows Systems.• Provided training on the usage of Advance Claims and Point in J –ERP (Enterprise Resource Planning) applications customized for an insurance company.• Created, modified Advance Claims and Point in J Knowledge Based articles.• Tested & verified Quality & Bug Reports in the program for submission to Development Team for triage and verify solutions deployed to Production using Agile Concepts.• Responsible for presenting year-end project and team performance reports to stakeholders• Quality Analysis using Agile Methodologies:• Come up with Test Cases on the application based on Business Requirements• Test and verify compliance to Business Requirements• Analyze and triage patterns based on Support Requests to determine what changes are needed and when they can be delivered.• Set and communicate reasonable delivery dates to parties involved.

Manage the team that handles FX retail investigations - Fails reporting, Overdraft analysis, reconcillations, and investigations of breaks.

• Responsible for the accuracy of all the transactions made among the clients of ANZ by verifying payment transactions submitted by clients through different product channels (MIFT and Payaway)• Acts as a key point of contact and as SME for team members on matters impacting the production/process• Proactively identifies gaps in process and is a key driver of process initiatives, by working with the production management to implement changes• Identifies, coordinates and implements training requirements for all the team members, and prepares training plans and skills matrix• Handles and strategizes the team’s daily workload based on the projected volume of work to derive effective utilization of capacity• Manages, motivates, leads and develops team members to deliver great performance result aligned to the set and agreed KPIs, through regular feedback, and coaching• Delivers team competencies and acts as back-up manager for the team’s effective execution of Business Continuity plan (e.g. Yearly BC rehearsal; coordination with BC Team; and BCP call tree)• Builds relationships with key stakeholders