KEY RESPONSIBILITIES• Administered 10 teams composed of more than 100 associates, handling more than 50 processes covering cash application, policy cancellations, disbursements, collections, customer services, query and receivable management, and reporting functions• Analysed operations to evaluate unit performance in attaining objectives, and to determine areas of potential cost reduction, program improvement, and policy change• Designed, developed and implemented process excellence and transformation initiatives, such as desktop and workflow automation and RPA of cash application and policy cancellations functions• Determined staffing requirements, from profiling and hiring to onboarding and training, and organised relevant personnel processes• Orchestrated Business Continuity Plan (BCP), including design, documentation, testing, execution, and evaluation, for 3 account locations (Philippines, India, and Lithuania)• Prepared for and passed comprehensive audits, including Service Organisation Control (SOC) 2 Type II and internal risk and business process control assessments, ensuring documentation and processes adhere to regulatory standards• Managed account's office inventory and staff welfare and engagement budget to achieve cost optimisation and 100% target fund utilisation for employee retention-geared activities• Acted as officer-in-charge on behalf of Philippines Global Collections Head, covering for NAM, APAC, UK, and EMEA regions, with more than 200 associatesACHIEVEMENTS• Planned and directed 4 process migrations from onshore clients in the US and Canada, collaborated with multiple stakeholders globally, and deployed strategic operating models to assure high-quality service delivery• Led workload balancing and knowledge transfers of more than 10 processes from the Philippines to India to enhance business resiliency and resource mobilization• Created a role development and mentoring program in support of management succession plan

KEY RESPONSIBILITIES• Administered 7 teams in the Philippines and Malaysia, composed of more than 60 associates, handling more than 60 processes covering insurance cash application, collections, and disbursements• Strategised and directed team leads on operations, people, and process management to align with company and business objectives, while executing long-term team engagement and retention plans• Provided top cover to team leads and liaised with onshore account owners to evaluate and assess team performance, address issues and escalations, and develop action plans• Conducted administrative tasks, including attendance monitoring, production tracking and reporting, team and staff scorecard preparation and evaluation, and performance coaching and feedback • Performed regular capacity analyses on team and individual productivity and utilisation, and steered process improvement and business resiliency initiatives• Managed departmental professional, organisational, and technical development initiatives to analyse training needs and deliver targeted learning opportunities for upskilling and career enhancement• Spearheaded departmental ad hoc projects, including process reviews, centralised document management, and cross-unit integrated reportsACHIEVEMENTS• Initiated value stream mapping, workflow streamlining and cross-training projects, leading to talent advancement, increased team productivity from 80% to 95%, and consistently exceeding 10% annual FTE efficiency target• Engaged in 5 process migrations from counterparts in the US and Canada aimed at offshore growth and expense reduction through specialisation, functionalisation, and knowledge bank creation• Launched quarterly department newsletter, and established organisational structure for content creation, editing, staff allocation, budget and resource management, and publication

KEY RESPONSIBILITIES• Conducted research, analysis, and evaluation of and produced performance reports on investment management organisations, covering governance, portfolio characteristics, asset allocation, and manager structure for pension and retirement fund clients• Advised on development and client-servicing of onshore investment teams in the US, UK, Australia, Japan, Canada, and Hong Kong offices• Interfaced with colleagues from different lines of business such as Retirement and Insurance, and regions on assignments reflecting clients' broader business goals and issues• Met project timelines with high-quality deliverables, and assisted in data-intensive projects

KEY RESPONSIBILITIES• Supervised a cluster of 5 fund accounting analysts performing data reconciliation, entailing identification, research, and resolution of cash and asset variances• Maintained integrity, completeness, and accuracy of accounting and broker positions, interfacing with fund accounting units to resolve trade booking issues• Monitored team's daily operations, productivity, and performance, and ensured quality and service level delivery comply with operational requirements and procedures for timeliness, accuracy, and coverage• Maintained process documentation, ensuring amendments and updates are incorporated, reviewed, and executed• Recommended and performed workflow enhancements, including quality checks, and efficiency and risk control improvements• Hosted weekly and monthly conference calls with country heads and managers to discuss production and process updates and issues• Conducted new hire training, including training planning, documentation, reporting, and supervised productionACHIEVEMENTS• Identified as training champion and led workload balancing and knowledge transfers of more than 5 processes from the Philippines to India to enhance business resiliency and resource mobilisation• Migrated fully manual third-party cash reconciliation process of 4 FTEs from the US and led its streamlining and optimisation, to achieve 99% timeliness and quality SLA