Michael Dyer Email & Phone Number

Australia

Spearheading the end to end strategy and delivery of the Business Process Outsourcing (BPO) Payments Services to Financial Services clients across the Asia Pacific region. Engaged across Financial Management, Process Optimisation, Innovation, Project Management, People Management, Skill Building, Team Transition, Sales, and Customer Satisfaction.• Adopting a structured approach to program/process management based on Six-Sigma methodology for maximum results.• Responsible for P&L of the total contract value of US$100M while managing 9 Financial Services clients, 12 processing centres, 600 associates and more than 100M confidential client records.Notable Achievements• Accomplished the acquisition of new logo outsourcing contract and the streamlined the entire team for new logo win to help achieve top 10% of APAC employee engagement performance.• Maintained over 85% of client satisfaction ratings and was awarded the 2016 APAC “Delighting our Clients” award.• Managed projects between the years 2016 and 2018 with the total contract value over US$$100M, and the expected margins exceeded in the three consecutive years - 2016, 2017 and 2018.• Achieved 90th percentile results for 360-degree feedback from Manager, Peers, Direct Reports and Stakeholders. Positioned in Top 10% of all BU’s for 2016, 2017, 2018 & 2019 Associate Engagement survey.• Executed complete IT revamp for Malaysia Business on-time and in budget and set-up a holistic IT solution for start-up contract in the Philippines.• Established a centralised Software Solution Centre of Excellence and optimised SDLC to include Secure Coding policies and practices to comply with PCi-DSS information Security requirements.• Reduced operational profit leaks by 80% 2016-2017 and 2018 to maintain improvements and increased productivity by 15% in 2017 over 2016.• Served as a solution architect and primary contract negotiator in executing four Malaysian contracts for further seven years through to December 2023.

Australia, Malaysia

Held the accountability of the overall operations and profitability for each of the geographic BPO Payments representations in the region while reporting to the Vice President / General Manager – Global BPO.• Responsible for the entire IT program across the region, encompassing Infrastructure (server and network), Software Solutions, Support and Maintenance. The IT program is tasked with providing 100% system availability 24 x5 and is governed by Internal and External Service Level Agreements.• Contributed to the establishment of extensive operations across Malaysia, Hong Kong and the Philippines by overseeing Business Process Outsourcing, Payments business provides outsourced Payment Processing Services offered to financial institutions across the APAC region.Notable Achievements• Implemented Philippines project 26% under budget and increased operating margins YoY from 18% in 2006 to 49% in 2016 for Malaysian operations. Improved the Hong Kong operating margins from break even in 2014 to 26% in 2016.• Achieved all SLA metrics YoY from the year 2006 till present.• Re-engineered Risk and Compliance Program across all Business Units and set-up Information Security Program for APAC.• Set-up the Business Continuity Program and enhanced it to cater for “within” data centre Business Continuity capability.• Improved the linkage between Business Continuity planning and Business Impact / Risk Assessment processes.• Ensured to achieve program compliance spanning Corporation, Client and Industry requirements.• Instituted the Governance Framework / Programs consistent across all vendors.• Managed telecommunications vendor to turn-around performance from non-achievement of contracted services, to month on month, and year on year achievement of contracted services, resulting in offering 15% of contract spend in additional value-added services along with the mitigation of any SLA penalties to be paid to clients arising from network failures.

Australia

Australia

Australia

Various