Alex Henry - Senior Manager, Global Capability Development, Sutherland Global Services

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Network Power100+ people

Roles

✔️60%

🧑‍🔬60%

Engineer

🔥40%

Startup Founder

Geos

🇩🇪20%

Germany

🇮🇳20%

India

🇯🇲20%

Jamaica

Work Background

XELAH OnlineFounder

May. 2023Kingston, Jamaica

Caribbean Regional Youth CouncilTraining Coordinator

Jul. 2022Kingston, Jamaica

SutherlandSnr. Manager, Global Capability Development

Mar. 2022New kingston, JamaicaOrganizational capabilities are a driving force in: Gaining competitive advantage – The ability to manage resources and information effectively helps focus an organization on meeting customer demands with its distinctive products and services. This leads to surpassing competitors and gaining prominence in the marketplace. Adapting to change – An organization that makes effort to align with employees, customers, and emerging trends and markets can better foresee and plan for the new directions it must take. Driving business performance – Investing in the development of organizational capabilities hones a company’s strengths and identity. Harnessing this intangible value promotes stability and makes the most of what everyone has to offer. This delivers optimal performance. Build, lead, and manage a high performing team to deliver and manage capability development programs such as coaching and mentoring, and leadership development initiatives for non-teaching staff to meet program objectives and deliver outcomes. Lead the development and maintenance of delivery plans across the state at various levels for streamlined and efficient delivery management. Review capability development programs, teams, and individuals’ performances periodically and ensure any gaps are identified, and corrective actions are implemented with target to meeting program objectives and delivery outcomes. Lead the implementation and maintenance of operational processes, guidelines, and procedures in managing the capability development programs. Drive a continuous improvement culture within the team and seek new ways of operating that improves efficiency and produce better customer outcomes and experiences. Develop and implement communication and change plans to ensure program awareness and promotion across the department, with the target staff groups and their key stakeholders.

Hello Bartender JAManager, Operational Support Services

Mar. 2022Kingston, JamaicaMaintains inventory. Creates drink and food menus. Determines employees’ schedules. Ensures bar is well-stocked and clean. Tracks customer behavior and sales. Maintains budget and monitors costs. Maintains drink recipe documentation. Oversees planning for special events. Appropriately delegates tasks to staff. Selects and purchases liquor and other supplies. Oversees staff, including bartenders and barbacks, and, in some cases, bouncers, wait staff, and/or kitchen staff as well. Selects music, books bands, and provides input on décor and marketing, including social media and other forms of publicity. Initiates and maintains vendor relationships. Uses point-of-sale tracking technology and bar and restaurant management platforms.

ConcentrixOperations Manager II, Service Delivery (Telecommunications)

Dec. 2021 - Mar. 2022Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed Maximize revenue generation to reach long and short-term financial projects (i.e., data collection for billable/non-billable hours, forecasting, budgeting, etc. Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff by the organization’s policies and applicable legal requirements Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports) Create and maximize relationships with client partners Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer ongoing developmental coaching Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner. Participate in cross-functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA. - and partner to define action plans that resolve issues and drive continuous improvement Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and adjust to meet changing requirements Prepare presentations for and attend quarterly, monthly, and weekly business reviews with the client and other stakeholders. Handle a team of Snr. Team Leaders, team leaders and subject matter experts.

ConcentrixOperations Manager, Service Delivery (Commercial Sales)

Nov. 2020 - Nov. 2021Kingston, Surrey County, JamaicaAnalyze and maintain all Client Service Level Agreements; implement improvement plans as needed Maximize revenue generation to reach long and short-term financial projects (i.e., data collection for billable/non-billable hours, forecasting, budgeting, etc. Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff by the organization’s policies and applicable legal requirements Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports) Create and maximize relationships with client partners Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer ongoing developmental coaching Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner. Participate in cross-functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA. - and partner to define action plans that resolve issues and drive continuous improvement Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and adjust to meet changing requirements Prepare presentations for and attend quarterly, monthly, and weekly business reviews with the client and other stakeholders. Handle a team of Snr. Team Leaders, team leaders and subject matter experts.

Hello Bartender JATeam Lead, Bar Service Delivery

Mar. 2020 - Mar. 2022Jamaica

ConcentrixSnr. Team Manager, Operations (Customer Service, Consumer and Commercial Sales)

Dec. 2019 - Nov. 2020JamaicaResponsible for the day-to-day supervision of a group of call center team leaders, subject matter experts and associates including work and attendance monitoring following organization policy and applicable legal requirements. Effectively coach direct reports on their performance regularly to ensure performance metrics are achieved at a minimum weekly. Identify performance-related issues, develop an action plan for improvement, and implement corrective action, up to and including termination of employment. Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations. Communicate expectations to direct reports and provide timely updates where necessary. Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities for support and associates. Stay current on internal work processes, policies, and procedures. Attend required manager development training. Assist in the preparation of quarterly, monthly, and weekly business reviews. Promote the company values through both behavior and attitude alignment, including being an advocate for direct reports and their subordinates.

ConcentrixTeam Manager, Operations (Customer Service and Consumer Sales)

Jan. 2019 - Dec. 2019JamaicaHiring, training, coaching, and leading call center representatives as they provide support for customers. Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives Leading team meetings, asking questions to better understand the calls representatives are receiving, educating, and coach workers regarding processes and practices, and explain expectations to employees. Assisting other management team members in identifying trends and establishing call center goals. Ensuring staff members are achieving desired service levels and taking corrective action, as needed. Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction. Authorizing replacements or refunds. Taking on other tasks or projects to support employees, other managers, and call center operations.

ConcentrixSnr. Adviser, Operations (Commercial Sales)

Sep. 2018 - Jan. 2019Jamaica

Hello Bartender JASr. Associate, Bar Service Delivery

Sep. 2018 - Mar. 2020Kingston, Jamaica"The Perfect Experience"

Bert's Auto Parts Ltd.Data Processing Specialist

Jun. 2018 - Sep. 2018JamaicaPrepare source data for computer entry by compiling and sorting information. Maintain data entry requirements by following data entry techniques and procedures. Verify entered data by reviewing, correcting, deleting, or reentering data. Maintain operations by following policies and procedures. Protect operations by keeping information confidential. Contribute to team effort by accomplishing related results as needed. Maximize the number of data entries done per day. Minimize the number of errors in data entries done per day. Ability to manage one's time efficiently and accomplish one's daily goals.

Digicel GroupRetail Sales Agent

Feb. 2018 - May. 2018JamaicaGreet and direct customers. Provide accurate information (e.g. product features, pricing and after-sales services). Answer customers’ questions about specific products/services. Conduct price and feature comparisons to facilitate purchasing. Cross-sell products. Ensure racks are fully stocked. Manage returns of merchandise. Coordinate with the Retail Sales Representatives team to provide excellent customer service (especially during peak times). Inform customers about discounts and special offers. Provide customer feedback to the Store Manager. Stay up-to-date with new products/services.

Alexus Finance - (AFS)Founder and General Manager

Jan. 2018 - Dec. 2022Kingston, JamaicaOversee day-to-day operations Design strategy and set goals for growth Maintain budgets and optimize expenses Set policies and processes Ensure employees work productively and develop professionally Oversee recruitment and training of new employees Evaluate and improve operations and financial performance Direct the employee assessment process Prepare regular reports for upper management Ensure staff follows health and safety regulations Provide solutions to issues (e.g. profit decline, employee conflicts, loss of business to competitors)

Hello Bartender JAAssociate, Bar Service Delivery

Oct. 2017 - Sep. 2018Jamaica

SutherlandAssociate - Account Management (Financial Services)

Jun. 2017 - Feb. 2018JamaicaMaintaining a positive, empathetic, and professional attitude toward customers at all times. Responding promptly to customer inquiries. Communicating with customers through various channels. Acknowledging and resolving customer complaints. Knowing our products inside and out so that you can answer questions. Processing orders, forms, applications, and requests. Keeping records of customer interactions, transactions, comments, and complaints. Communicating and coordinating with colleagues as necessary. Providing feedback on the efficiency of the customer service process. Managing a team of junior customer service representatives. Ensure customer satisfaction and provide professional customer support

HGS HealthcareCustomer Service Associate (Healthcare Insurance and Claims)

Jan. 2016 - Jul. 2017JamaicaMaintaining a positive, empathetic, and professional attitude toward customers at all times. Responding promptly to customer inquiries. Communicating with customers through various channels. Acknowledging and resolving customer complaints. Knowing our products inside and out so that you can answer questions. Processing orders, forms, applications, and requests. Keeping records of customer interactions, transactions, comments, and complaints. Communicating and coordinating with colleagues as necessary. Providing feedback on the efficiency of the customer service process. Managing a team of junior customer service representatives. Ensure customer satisfaction and provide professional customer support.