Requests
2
Keep in touch with meI'm using Intch to connect with new people. Use this link to open chat with me via Intch app
Work Background
CognizantAssociate Director (GM) - Strategic Operations
Oct. 2024PhilippinesOverall, manage our enabling functions supporting Operations for Training, Quality, and Process Excellence.
Oversee daily operations, ensuring efficiency and effectiveness in all departments.
Foster a customer-focused culture that prioritizes excellent service and satisfaction.
Lead, mentor, and develop a high-performing management team, promoting a positive and collaborative work environment.
Built teams to address project goals and objectives for multiple projects.
Collaborated with business leadership to set priorities based on business needs, resource capacity and risk exposure.
Ensure compliance with industry regulations, standards, and company policies.
Drive continuous improvement initiatives to enhance operational processes and service delivery.
Prepare regular reports on business performance and present to the executive team and stakeholders.
CognizantX Quality Program Manager, Vendor Management (Contractor)
Jul. 2023 - Oct. 2024Collaborated with business leadership to set priorities based on business needs, resource capacity and risk exposure.
Established strong relationships with key stakeholders, ensuring support for program initiatives.
Built teams to address project goals and objectives for multiple projects.
Engaged and worked alongside cross-functional stakeholders to manage strategic initiatives.
Improved program efficiency by streamlining processes and implementing time-saving solutions.
Conducted comprehensive program evaluations, identifying areas for improvement and recommending actionable solutions.
Participated in pilot tests and revised programs based on feedback and results.
Championed best practices in project management, fostering a culture of continuous improvement.
Managed and supervised administrative and daily program operations, complying with policies and regulations.
Identified program obstacles and communicated possible impacts to team.
Coached team members on professional development opportunities, contributing to improved overall performance.
Led change management efforts, supporting staff through transitions and promoting buy-in for new initiatives.
Participated in vendor selection and management process for program initiatives.
Managed multiple strategic projects with numerous sub-projects or workstreams.
CognizantGeneral Manager - Global Strategic Operations - Training | Quality | PEx
Apr. 2021 - Aug. 2023PhilippinesOverall, manage our enabling functions for Training, Quality, and Process Excellence.
Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
Formulated policies and procedures to streamline operations.
Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
Established comprehensive employee training programs to develop skills, improve productivity, and maintain compliance with industry regulations.
Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
Championed continuous improvement initiatives that enhanced operational performance across all departments.
Addressed customer complaints and feedback with immediate action, turning dissatisfied customers into loyal patrons.
Cultivated strategic partnerships with industry leaders, enhancing brand credibility and access to new customer segments.
CognizantDeputy General Manager - Global Quality Lead
Oct. 2019 - Apr. 2021ManilaPromoted teamwork and collaboration within the Quality team, leading to increased productivity and overall job satisfaction.
Collaborated with cross-functional teams to address root causes of quality issues, resulting in improved processes and products.
Facilitated employee training on quality standards, protocols, and best practices, leading to increased awareness and adherence across the organization.
Developed comprehensive audit plans and conducted internal audits to identify gaps in the quality management system.
Liaised between quality control and other departments and contractors, providing project updates and consultation.
CognizantService Delivery Manager - Regional Quality and Training
Jan. 2017 - Oct. 2019Manila, PhilippinesRegional Quality and Training Lead, managing the Quality and Training program for a Social Media account, focusing on performance and people management.
Managed multiple projects simultaneously while maintaining focus on meeting key milestones.
Facilitated cross-functional collaboration to drive successful project completion within deadlines.
Improved internal communication channels, fostering a culture of transparency and accountability among team members.
Streamlined operations by identifying inefficiencies and implementing process improvements.
Reviewed performance results to target and take corrective measures with authorization and escalation.
Increased customer satisfaction by addressing concerns promptly and implementing effective solutions.
Established strong partnerships with stakeholders, fostering a collaborative work environment.
Coordinated efforts between departments for seamless execution of projects, increasing overall success rates.
Employed best practices and management controls to provide superior service to internal and external customers.
Promoted a culture of continuous improvement by encouraging feedback from employees at all levels.
GENPACTOperations Manager
Dec. 2015 - Apr. 2016Seasonal Ramp Operations Manager
GENPACTBusiness Training, Quality and Compliance Lead
Aug. 2009 - Dec. 2016PhilippinesOversaw training, quality, and compliance for 800-1000 FTE financial account
Led customer service and compliance for US Bank and Prepaid Card Company
Managed 50-70 trainers, quality analysts, and SMEs
Expertise in FATCA, KYC, and Third Party Risk Management
Coordinated audit support with stakeholders
Developed Business Continuity Plan documentation
GENPACTTraining & Nesting Manager
Aug. 2008 - Dec. 2016Muntinlupa CityExperience coaching, mentoring and developing others in a complex, fast-paced environment
Manages training programs and learning experiences for adult learners.
Hires, trains and supervises a staff of trainers, quality analysts, coaches and SMEs
Develops/implements training programs for contact center personnel, which may include management development programs
Designs learning strategies to fill needs as identified through analysis and in partnership with Operations team
Conducts the complex training classes. (If needed)
Develops standards for monitoring agents/team members
Ensures that coaching & feedback programs provide agents with guidance to correct problems
HSBC Card ServicesPerformance Coach
Aug. 2005 - May. 2008PhilippinesImplemented data-driven methodologies to track progress and adjust coaching approaches accordingly.
Conducted comprehensive assessments to identify areas of improvement and create targeted interventions.
Provided coaching and mentoring to employees.
Analyzed and evaluated training effectiveness and program outcomes.
Established and maintained quality control standards.
Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
Facilitated virtual, in-person and blended learning sessions.
Intch is a Professional Networking App for the Future of WorkSee more people like Mariel on Intch
300k+ people
130+ countries
AI matching
Get Intch if you'd like to
503000 people
38
Communication consultant & digital strategist
15
Legal & HR Consultant @ Sangalang & Gaerlan, Business Lawyers
23
Business Owner
122226 people
31
Lawyer @ Aviso Law Office
216
Executive Operations Manager @ QúezMedia
18
Founder @ Kochimoto Group