Patrick Bowles Email & Phone Number

Fleming Island, FL, US

Sunrise, Florida, US

Zurich, Zurich, CH

• Successfully relaunched internal On-Demand Service Provider, driving significant revenue growth.
• Overhauled Career Center processes, enhancing efficiency and securingstakeholder buy-in.
• Maintained 13% EBITA across P&L for six consecutive months,demonstrating fiscal acumen.
• Led responses to all BPO RFPs in North America, resulting in increasedmarket share.
• Launched new BPO verticals, generating $25M in revenueopportunities.
• Developed and delivered business review decks for senior executivestakeholders, fostering transparency and alignment.

Zurich, Zurich, CH

• Restored failing client relationship, achieving 45% cost savings comparedto internal resources.
• Managed associate headcount, ensuring operational stability andresource optimization.
• Implemented Lean Six Sigma principles, enhancing internal qualityprocesses and efficiency.
• Expanded project size, securing additional resources and driving revenuegrowth.
• Improved GM to 23.4% since joining, demonstrating strategic financialmanagement.

New York, NY, US

• Manage multiple projects across several different lines of business for an organization over 1,000 FTEs both onshore and offshore
• Track all project charters to completion, categorized by priority, desired closure date, and business impact (revenue generating, saving, customer experience improvement etc)
• Report directly to the Global Operations Leader for US Insurance and keep him apprised of all project statuses, risks, potential delays, and any help needed at the stakeholder level
• Work very closely with Sales, Talent Acquisition, P&L, FP&A, HR, Operations and various other departments depending upon project goals and needs
• Assist the GOL with measuring his Operating Leaders projected revenue generation versus their actual revenue on a monthly and quarterly basis
• Stay informed and prepare all stakeholders of incoming new business, rebadge, potential expansion of customer engagements to ensure there are no delays on Genpacts side

New York, NY, US

• Responsible for an organization of 133 Genpact Employees includingProcess Associates, Subject Matter Experts, and Front-Line Managers
• Ensuring all Front-Line Managers meet daily deliverables such aspayroll processing, attendance tracking, corrective counseling forcrossing attendance thresholds, update dissemination, and revenue generation
• Run weekly and monthly data anlysis of teams performance and implement action plans for improvement, sustainability, etc
• Maintained a week over week dashboard of all performance metrics for the team
• Presented to Genpact Customers on a weekly / monthly basis the teams performance, trends, insights, volume, and various other metrics
• Successfully launched and closed a Lean Six Sigma Greenbelt project to raise performance for the site by 3%

New York, NY, US

• Responsible for a team of up to 16 Process Associates, ensuring allassociates are performing within the guidelines set by the clientpertaining to accuracy, vericlock / SRT activity code adherence,productivity etc.
• Developing and implementing new and innovative processes to increaseTeam Performance while remaining within guidelines set forth by ourclient
• Assist fellow FLMs with implementing similar processes on theirrespective teams to increase their teams performance
• Process administrative tasks such as attendance, vericlock errors, Teamhourly, daily accuracy reports, review true agent errors withSubject Matter Experts and effectively provide coaching and feedbackpertaining to.
• Responsible for ensuring all corrective/ disciplinary actions are up todate across my team and delivered within a timely manner.
• Delivering on required reports, documents, presentations, etc based onpriority.

• Responsible for a team of Policy Owner Services agents; ensuring thatall representatives are providing accurate information and followoperating procedures as provided by the home office
• Evaluate quality as well as metrics such as after call work, system usage,phone time variance, and Northwestern Mutual Client Websitepromotions
• Provide agents with constructive feedback regarding tone, empathy,transaction processing and diagnosis of policy / account issues
• Communicate with home office leadership daily for call calibrations,debriefs, and anticipated volumes projected by Workforce Management
• Assist agents with processing complicated transactions such as premiumpayments on loan only Insurance Service Accounts, analyzing InsuranceService Account Financial History to locate the cause of shortage /surplus
• Build and maintain positive relationship with Home Office leadershipand agents