SUMMARY OF QUALIFICATIONS

ü  Operations and Project Management

ü  Client and Stakeholder Management

ü  Process Improvement; Lean Six Sigma Green Belt Certified

ü  Proficient in using MS Office Applications, with superior knowledge in the use of MS Excel and VBA

ü  Background in using e-Workforce Management Systems and Crystal Enterprise

PROFESSIONAL EXPERIENCE

HSBC Data Processing Philippines Inc.

April 2008 – Present

Manager

Fixed Income Derivatives

January 2015 – Present

Primarily responsible for the Global Rate Fixing Advice Team which covers Asia Pacific, Europe, North America and MENA. Ensures BAU and meeting the SLA and KPI’s/KRI’s, and guarantees that all actions points are performed by the team on a timely and accurate manner. Acts as the escalation point of internal and external customers.

In addition, ensures BCP is in place; Coverage also includes conducting regular coaching and team meeting sessions to make sure the team’s performance is aligned to the business objectives. Consistently provides support to all team members to safeguard that everyone is equipped to perform their individual responsibilities.

Performs Project Management duties covering the migration of all incoming and outgoing activities for Fixed Income Manila. This task involves but is not limited to: 1) the preparation of all required migration documents, 2) creation and execution of Project work plans, 3) identification of resources needed and assigns individual responsibilities, 4) effective communication of all relevant project information to the project stakeholders, 5) management of day-to-day operational aspects of a project and scope, 6) minimizes exposure and risk on project, 7) act as the primary contact and ensure appropriate liaison with the project sponsor, team members and stakeholders, and deliver projects on the agreed timeline.

On a department level, acts as point of contact for process improvement:

§  Encourage and support all Process Improvement Initiatives of the team

§  Be a consultant to the team and provide coaching sessions as needed

§  Manage all Six Sigma-related projects and innovates new tools when necessary

Impact on the Business

§  Development and maintenance of reliable KRI’s, KPI’s, and associated metrics to manage the processes

§  Ensures that metrics cover the range of leading, lagging, and current indicators

§  Supports all root cause activities, liaising with the different functions and businesses

Customers / Stakeholders

§  Ensures that the management team have the indicators they need to manage their processes

§  Supports the line staff with their ideas, either on a consultative level or through implementation

§  Engages the managers, on meetings and 1:1 sessions to embed the use of data, or to seek their support on existing projects

§  Engages various functions such as change management, business development, IT Support and Development, to enhance their network and to build confidence in IRD as a data-driven organization

Leadership & Teamwork

§  Champions the use of data to analyse and inform decisions

§  Provides support in designing, developing, and maintaining data sets/tools

§  Ensures consistency in MI’s across the different regions

§  Drives a culture of change across the group

Operational Effectiveness & Control

§  Ensures the integrity of MI’s are reliable

§  Ensures that MI’s can be reliably and consistently produced

§  Ensures that all tools developed have adequate documentation to enable its sustainability

§  Actively works on identifying the risks in any change initiative, and mitigates them

§  Ensures that projects are properly documented at all times

KEY ACHIEVEMENTS AND CONTRIBUTIONS

·       Created a centralized reporting and MI tool for HBEU Investigations team

·       Designed an automated leave filling and tracking system

·       Developed a standard MI for HBEU Rates Settlements

·       Established a standard MI for Failed Trade Monitoring for Fixed Income Derivatives

·       Built a centralized OT report across Fixed Income (KL and Manila)

·       Created an e-checklist that automatically sends email notifications after sign off and rolled out across Fixed Income (KL and Manila)

·       Managed and closed out 16 Lean Six Sigma projects (and still counting)

·       Migrated different new processes and businesses to Manila and KL successfully

·       Successfully managed staff movement in Manila

·       Supervised all hiring requirements in Manila

·       Increased STP rate of Global Rate Fixing from 0 to 70%

Market Risk Control Sr. Analyst

Whole Sale and Market Risk

March 2012 – July 2014

•         Manage the end-to-end process for all Market Risk calculations and reporting for a specific Global asset class or business

•         Oversee the analysis and reconciliations performed by the team for daily Market Risk and Value-at-Risk (VaR) calculations for a specific asset class across multiple trading systems

•         Oversee the generation of reconciliation reports for deal or position level valuation and risk against finance or front office calculations

•         Ensure that processes adhere to appropriate quality standards, with reference to internal and external compliance rules, and are comprehensively documented.  Ensure that cover for running each process is adequate within the team by ongoing training and development of staff

•         Ensure the quality of data inputs and risk calculations is sound, through designing and implementing appropriate KPIs which improve transparency

•         Estimate the impact of data issues affecting the daily risk numbers, and suggest remedial measures to ensure risk reporting is accurate

•         Communicate issues, root cause and potential options to remediate

•         Review risk reports before they are distributed to traders and risk managers and ensure SLAs are being adhered to

•         Provide insight into opportunities to improve the calculation of capital requirements in a changing regulatory environment

•         Participate in user testing of system enhancements or changes to ensure impact on risk calculations is as desired

•         Oversee the collection and preparation of market data required for various risk calculations

•         Design & implement MIS reports to assist with more pro-active management of risk by traders and market risk managers

KEY ACHIEVEMENTS AND CONTRIBUTIONS

·       Completed onshore training in Paris in 2012

·       Successfully started the Migration of the Paris Rates task to Manila in 2012

·       Created the Key Risk Indicator report for the team

·       Created Excel Modules and conducted training sessions for the Global Banking and Markets Unit

·       Became the Migrations Coordinator for the team (in the absence of a Team Manager)

–        Managed the documentation requirements of new businesses

–        Coordinates the Seating needs for the team to the Capacity team. Creates seat plan proposal/projections

–        Managed the recruitment and on-boarding procedure for the team

Resource Management Analyst

Operations Desk

April 2008 – March 2012

•         Responsible for collecting and analyzing raw data for report generation, modeling and creating shifting and transition schedules, request productions IDs to be used for production, handling technical issues that affect process or site-wide daily operations and other functions needed to support operations. This includes monitoring operations performance to ensure optimal performance levels are met and ensuring that adequate coverage in maintained.

•         Creates daily performance report on call center operations and staff, and provide projections and monthly reports for management as needed. Performs analysis and prepares documents depicting existing performance measures and proposes new ways of measurement and analyzing performance.

•         Maintain call center data operational databases and scheduling data for operational analysis and process all scheduling changes to meet the staffing level needs for each shift. Coordinate and communicate all scheduled activities and shifts to business partner.

•         Ensures that operations adheres to the schedules provided for optimal service and continually updates exceptions on a daily manner, Review and recommend leave and standby request based on call-flow analysis and available resources and staffing levels required.

•         Designs optimal seat plan to maximize company resources.

•         Plan business continuity strategies to ensure minimal loses during outages.

•         Analyzes historical data to improve strategies, set ideal targets and implement attainable action plan in a reasonable time frame.

Accounts/Processes assigned to:

Ø  HSBC Direct UK

April 2008 – January 2009

Ø  M&S Money UK

February 2009 – December 2009

Ø  HSBC Malaysia

January – December 2010

Ø  Manila Care

January 2011 – April 2011

Ø  HBEU COE Telephony

April 2011 – March 2012

KEY ACHIEVEMENTS AND CONTRIBUTIONS

•         Spearheaded the migration of an MS Access tool (Galileo) to EWFM and Empower – a web-based EWFM application

•         Was able to reduce Average Handling Time (AHT) for Direct UK using analysis of the process’ historical data

•         Successfully created stable shift containers for M&S Money and HBMY

•         Successfully organized offsite town hall events for HSBC MY and Operations Desk

•         Successfully migrated a new process from Malaysia to the Philippines

•         Created an MS Excel-based assessment for HSBC MY

•         Successfully shared MS Excel-based assessment To Malaysia and Egypt

•         Implemented a new leave filing system and processing

•         Decreased MAR count for COE Telephony by 2.5 FTE and increase the sites Occupancy

•         Successfully mentored 2 intern batches

•         Top Assistant Manager for Operations for the year 2008

•         Six Sigma Yellow Belt and Lean Six Sigma Certified

Sutherland Global Services

May 2005 – March 2008

Workforce Analyst (CCOD)

June 2007 – April 2008

•         Monitors queue spy and aux usage of agents.  Ensuring that the queue is well-managed by relaying real-time concerns on AUX/Talk time abuse to Supervisors/Floor managers on the floor.

•         Sends essential interval to management team

•         Sends day-end reports to management team

•         Monitors attendance and sends daily attendance reports

•         Monitors real time schedule adherence and reports non-compliance

•         Reports intra-day schedule changes to the Supervisors/Manager.  i.e., same day callouts and develops a plan to meet schedule requirements.

•         Works with local center management to ensure half-hourly, real-time schedule adherence commitments are being met.

•         Work closely with the Program Manager and Supervisors to conduct real-time root cause analysis of impacts to SLA’s (i.e. AHT, ACW, Abandonment, actual call volume to forecast ratios, call types/drivers).

•         Implementing Break schedules relative to scheduling and queue management for all reps.

•         Proactively develop action plans or provide recommendations to the program on effective ways to achieve schedule adherence with the help of the COPS-WFM Senior Analyst.

•         Send Reports for recommendation of CSR’s for sanctions for any violation of the code of conduct and non-adherence to the schedule.

•         Weather Watchers, will send alerts on emergency contingencies (be it due to weather, calamity or any situation that will affect productivity of the programs we handle).

Mentor

February 13, 2006 – June 2007

•         Trains new hired agents to be familiar about the product

•         Helps in coaching agents to improve their CSAT and AHT; assist agents on handling/answering calls/questions from the customer

•         Help the supervisor make actions plans to improve metrics of the agents

•         Plans team events (team buildings and fun Fridays)

•         Reports issue/s or problems encountered and give out the solutions applied daily

•         POC (point-of-contact) if supervisor is not available.; takes charge in escalated concerns from other agents

•         Answers and the addresses call and emails regarding customer concerns and complaints

Customer Service Representative

May 16, 2005 – February 13, 2006

•         Answers and the addresses call and emails regarding customer concerns and complaints

EDUCATIONAL BACKGROUND
Bachelor of Science in Psychology
University of the East, Philippines
2001-2005