AVP, Operations Manager I
JPMorgan Chase Bank, NA., Taguig City
Total years of experience :18 years, 4 months
JPMorgan Chase Bank, NA., Taguig City Jul 2008 - present
Loan Administration Manila - AVP, Operations Manager I
Current Role
• Manage several Review functions within Mortgage Banking business unit with an organization of around 90 FTE. Oversee daily operations to ensure that Service Level Agreements (SLA) and Key Performance Metrics (KPI) are met. Direct daily activities to ensure smooth flow of operations based on the requirements of the business. Assist and guide a team of supervisors on their daily activities that relate to managing their respective functions, managing performance and behavior of the staff. Regularly coordinate with U.S. domestic counterpart or senior management team relative to the requirements of operations. Responsible for the preparation and presentation of operations' performance during monthly business review. Perform regular monitoring, coaching and evaluation of staff performance. Manage performance ratings, incentives, rewards and recognition on a regular basis. Address day-to-day issues within operations that include staffing, utilization, productivity levels, quality and accuracy as well as workflow systems. Periodically propose/implement process improvement to always attain the highest standard of service and cost efficiency. Regularly perform additional task as required by HR, Corporate and the Business unit.
Previous Roles
• Managed Quality Assurance Team for about 4 years which supports local and domestic operations within the same LOB. Coordinated with operations pertaining to all quality related concerns, projects as well as initiatives. Ensured all quality related deliverables were achieved on a regular and timely manner.
• Performed short-term project management duties supporting local operations. Projects completed include process migration, developed Quality Control process and infrastructure improvement.
• Managed LOB Business Continuity/Disaster Recovery Program for the site. Worked hand in hand with U.S. Disaster Recovery to ensure the program in place was reliable and efficient.
NATIONAL PEN PHILIPPINES, LLC., Makati City Apr 2006 - Jun 2008
Order Administration Manager
Managed order entry/verification program for promotional items company in the U.S. Ensured daily volume/orders were accurately entered into the system and verified with customers to achieve 100% accuracy of order details. Managed employee performance to ensure that high productivity output was achieved. Planned, created and implemented process improvements in order to achieve key performance metrics. Formulated and rolled out an incentive program which led the team to convert additional revenue via upselling.
QINTERACTION Philippines, Makati City May 2003 - Mar 2006
Operations Manager
Managed several inbound/outbound programs for local operations composed of over a 100 FTE. Ensured all key performance metrics and service level agreements were achieved. Responsible for preparing and presentation of program performance review to clients. Other responsibilities included performance management, staff development, planning and directing day-to-day work activities. Designed as well as implemented the part-time agents program.
CLICK SUPPORT, INC., Makati City 2002 - 2003
Account Manager
Oversaw a technical support program that handled inquiries, requests and complaints of customers. Monitored call traffic regularly and utilized manpower properly to achieve the required service levels at all times. Analyzed call traffic/trend report on a day-to-day basis to determine the appropriate manpower requirement. Ensured all quality and service standards are met.
ISLA COMMUNICATIONS CO., Manila 1995 - 2000
Customer Service Supervisor
Supervised a team of customer service agents that handled inquiries, requests and complaints. Regularly monitored agents' performance and provided regular coaching and performance feedback. Ensured all agreed SLA and KPIs were achieved.