• Managing daily performance ensuring high levels of goal attainment and quality of service• SD Manager for Marketing Logistics and Commercial Compliance Global Operations.• Ensures on time delivery of SLA's, client requirements and that all specifications were met.• Optimizes workforce to effectively support volume demands.• Effectively manages resources to ensure that financial objectives were met.• Resolve highly sensitive customer/client issues• Drive improvements in overall service levels, transactional efficiencies and cost management• Constantly revisits Operations Infrastructure to ensure seamless execution and constant improvement.• Develops long term strategy and manages day-to-day operations.• Maintains regular flow of communication with internal and external clients in order to ensure that all client requirements are met.• Professionally leads a team of executives to create an environment measured by Quality based results, to possess analytical abilities with good hands on skills, and to have strong interpersonal skills.• Delivers well organized business reviews to management.• Leverages on other departments such as Training, Quality, Recruitment, IT, HR and other Shared Services functions to ensure adequate staffing, infrastructure, and operational facilities are maintained.• Ensure client needs are met. • Having B2B and B2C experience.

• Providing functional support & direction on operational needs- Floor management, team scheduling and intra-day management. Orchestrating change within the Ops group – progress against performance targets, customer defined ops changes.• Maintain continuous focus on process metrics, quality to escalate exigencies and non-compliances.• Ability to strategist, implement various plans driving towards meeting /over-performing on Client SLA's through team initiatives.• Escalate issues on a timely and proactive basis with customers and the stakeholders at the company and follow-up for timely resolution.• Engaged with active Content Development (Training Modules) required addressing the identified deficiencies on the production floor.• Continuous revamping of the Training modules and coaching methodologies to improve scores for the site and the center.

• Ensure Meeting of Performance Goals – CSAT and SLA Targets.• Review and recommend system and process modification to meet business needs- Specialized Queue Distribution (Quality)- Peer to peer review (Utilization)• Provides recommendations to management to improve quality and productivity.• Collaborate with Team Manager to create strategic plans to ensure quality and client satisfaction.• Enhanced employee performance, attendance & attrition through daily mentoring, one-on-oneDiscussions and motivational strategies.• Documented one-on-ones with the associates and Product Specialist at the end of the month.● Handling disciplinary issues & Performance Improvement Plans.● Performance evaluation and appraisal of direct reports.

• Offshore Manila Process Trainer for Training and Development.• Help builds training modules suitable for every client need.• Responsible for training Manila New Hires with Process Training.• Develops training modules for client request needs.• Delivers well organized training reports to Operations and Client Team Managers.