• Manages overall operations spanning low to high complexity programs with 200 to 300 resources within location or multiple locations• Manage day-to-day operations and responsible for achieving defined client SLAs for the program/SOW• Provide support transition during set up of new programs or expansion, and ensure timely and seamless go-live• Act as client's consultant and go-to person for internal and external stakeholder interactions, and collaborating to deliver continuous improvement and productivity/quality gains. Identify areas that can deliver additional value.• Supervise staff/resources and manage workload for maximum efficiency and to optimize capacity• Provide exceptional people management aiming to achieve low attrition levels and high employee engagement• Lead and coordinate assigned special projects or Capability roles

• Ensure noiseless operation on program level with 100 resources across sites handled• Interpret day-to-day business objectives and prepare/execute operational practices/work programs. Ensure proper execution of processes by team.• Participate and drives Business Reviews on a weekly and monthly basis• Work hand in hand with change delivery team in-regards to process changes and execution. To flag risk associated to change and recommend to review baselining period to client counterparts• Take point on the actionable feedback from CSAT result and decide on course of action if there are areas needs improvement• Increase efficiency by planning and forecasting, managing processes, resources and technologies to ensure the smooth flow of operations to meet cost, quality, controls and delivery targets. • May prepare, coordinate and conduct performance appraisals, and counsel employees on career and performance/disciplinary issues

• Interfaces with the client (California) and managing other sites (Buenos Aires, Warsaw, Heredia,Mumbai, Kuala Lumpur) via regular and frequent operational and capacity review• Responsible in team capacity planning and review, forecasting and budgeting or any projectrelated activities• Drives analytics and innovation to provide additional client value, improve productivity,efficiencies and performance of operations.• Issues and problems are proactively managed and resolved and that there is a focus oncompliance with internal and external regulatory requirementsAchievements• Succeeded in travelling to Kuala Lumpur, Malaysia to provide operational set-up for a new sitewherein replicating activities done by Manila Team and ensuring that they can stand alone inmeeting the Service Level Agreement (currently have 121 employees supporting three differentlanguages)• Accomplished as A-Lister Awardee (Malikhain) – An annual award for employing innovativeapproaches in improving processes and services.

• Supervising 25-man and ensures individuals meet their performance objectives• Manages day to day operations by load balancing and work assignments• Coaches team members to effectively resolve all issues and boost their engagement to becomeeffective on their roles• Provide Status Report to client on a weekly basis• Perform Root Cause Analysis as needed to resolve and sustain performance.Achievements• Giving a green performance to the client, resulting to transitioning additional scopes to Manilaand assisting Mobilization team to in-scope all new expansion teams smoothly.• Become a trainer facilitator to the company - “Introduction to Stakeholder Management” is atraining that deals how to handle stakeholders, managing time and effective communication andnegotiation.• Demonstrated training to India team regarding the process steps of the onshore via remotetraining which is an initiative to save cost and reduced the number of participants going toChennai, India.

• Business Analytics and Financial Tracking - Creating dashboard reports, generate timely andaccurate for analysis in aspect of Innovation and automation values, employee's attrition, seatcost, project financials etc.• Preparing and analyze the tower metrics - Data collection from managers (related to eachaccount metrics) in preparation for the publishing of the dashboard/MOR deck• Resource Capacity - Checking with recruitment team the latest hiring report for execs and nonexecsand checking demand forecast of each project and their growth• Manage Project Cadence & Communication Support - Facilitate meetings such as clustermeeting, priorities review and other meetings requested by the leadership.

• Acts as back-up Team Lead and Point of contact for any procedural and system issues• Train newly hired employees to foundation of operation process and ensuring each member iscalibrated with the process or updates that were provided by the client or manager both onshoreand offshore• Generating and monitoring Individual performance and providing coaching to share best practice• Processes customer transactions based on client-defined policies, procedures and contractualguidelines• Researches and responds to customer inquiries and requests• Updating and maintaining customer information using client information systems, includingmembership status and demographic informationAchievements• Succeeded traveling to Chennai, India, to transition client scopes and ensuring that it will end in asuccess and they will adhere to the service level agreement to avoid Penalty.• Top Performer and Most Valuable Processor

• Prepares quarterly summary of reinsurance• Gathers information per group account from the staff of Group Accounts Section or request data extraction.• Check if a particular individual has multiple insurance coverage for both basic life and disability and/or accident riders.• Check if the aggregate coverage of a particular individual is greater than the company’s retention. The excess of aggregate coverage against company’s retention is to be insured under the automatic treaty.• Computes premiums to be ceded based on the existing reinsurance premium rates and commission/discount.