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Work History

Feb 2014Present

Director for Operations

Teleperformance

Manages over 500 FTE spread over multiple accounts with multiple lines of business and multiple sites, including Front End Collections, Mid Range collections, Verifications, technical support and customer service

  • Responsible for overall management and oversight of Operations risk/control function within a Line of Business, including planning, strategy, structure, budget and resource allocation
  • Responsible for client relations
  • Conducts self-assessments and develops action plans
May 2013Dec 2013

Senior Operations Manager

Convergys

Manages over 400 FTE that handles Credit card Collections front end

  • Responsible for overall management and oversight of Operations risk/control function within a Line of Business, including planning, strategy, structure, budget and resource allocation
  • Responsible for all financial revenue and forecast
  • Conducts self-assessments and develops action plans
  • Coordinates the risk event process 
  • Conducts Audits to ensure data and procedure integrity
May 2010May 2013

Assistant Vice President, Operations

JPMorgan Chase & Co

Manages 120 FTE that handles Mortgage Customer Service post origination until loan closure.  Handles 17-29 days past due loans classified under soft default. 

  • Monitors the control environment surrounding all technical, financial and operations process
  • Coordinates the risk event process 
  • Identifies business risk issues and recommends solutions
  • Conducts Audits to ensure data and procedure integrity
  • Responsible for escalated customer contacts that require immediate and non procedure based decisions.
May 2009May 2010

Manager, Operations

HSBC - HDPP

Manages teams or an approved number of Full Time Employees (FTE) within their designated department supporting all product lines, partners and initiatives. Manages the daily operations of a contact and/or processing centre ensuring that customers receive quality service through all channels of customer contact. Manager for Operations (MO) ensures achievement of Performance Level Agreement targets, prevent and mitigate operational losses and utilise budget and resources within established requirements. MO conceptualises, develops and implements process management and improvement initiatives to sustain acceptable degree of required performance and achieve business trust.

Currently handles 3 lines of business for Mortgage Services that total 150 FTE.

Mortgage Services Font End Collections:

  1. The team handles inbound and outbound collections that are 1-29 days past due and 30 - 59 days past due.
  2. The team also handles processing of restructuring and loss mitigation

Mortgage Services Discharge

  1. The team handles inbound voice response unit (VRU) calls from customers on Chapter 7 Discharge and Chapter 7 and 13 Bankruptcy with delinquency status of less than 30 days. This for both MS and CII queues.
  2. The team also reviews Chapter 7 Discharge Loans for placement in  foreclosure, restructure and sending Foreclosure Avoidance Program Letters to debtor's bankruptcy attorneys.

Mortgage Services  Bankruptcy Processing

  1. Processes reaffirmation of Chapter 7 loans
Nov 2007Apr 2009

Manager, Operations

HSBC - HDPP

Autofinance Customer Care

Scope of Business

1.Customer service for Auto Loan industry

2.Handles xday – 29 days past due accounts for auto loans

3.Auto loan restructuring

4.Auto loan refinancing

5.Auto loan payment solutions

Mar 2007Nov 2007

Manager, Operations

HSBC - HDPP

Department Head, HSBC USA

Scope of Business

1.      Virtual Branch Manager

2.      Customer Service for all banking operations

3.      Direct Banking

4.      Online account opening

5.      Internet Banking

6.      Sales

Additional Role

§Quality Manager for Manila

§Mentor for Scorecard Development team

§Author for Performance management cycle ( Manila )

Dec 2006Mar 2007

Senior Assistant Manager for Operations

HSBC-HDPP

Roles and responsibilities:

  1. Handles a team of 15 - 20 representatives
  2. Monitors team quality
  3. Coaches and mentors all associates under span of control
  4. Deputy Manager in absence of Operations Manager

Additional Role

    • On boarding trainer for newly promoted Assistant Managers
    • Scorecard Development team leader

Oct 2005Dec 2006

Assistant Manager for Operations

HSBC - HDPP

Roles and responsibilities:

  1. Handles a team of 10 representatives
  2. Monitors team quality
  3. Coaches and mentors all associates under span of control

Additional Role

    • Scorecard development team member

·        Participated in the following Programs:

o        Leading and Managing People 2 May 17 – 19, HSBC HDPP

2nd Floor HSBC Building, Alabang.

May 2003Oct 2005

Team Manager

Sykes Asia

Scope of Business

  1. Handles Internet access Technical support issues
  2. Beta team for Microsoft Internet access software and web browser

Roles and responsibilities:

  1. Handles a team of 20 representatives
  2. Monitors team quality
  3. Coaches and mentors all associates under span of control

Additional Role

    • Developer for Performance Management ledger
    • Developer for Performance Management Plan Automation

v      Participated in the following programs:

o        Making It Happen (August 2003), SYKES Asia, Inc., 25th floor RS Center

o        Fundamentals Of Performance Management Training (November2003) SYKES Asia, Inc. 33rd  floor Burgundy

o        Managing to Metrics Training (December 2003)SYKES Asia, Inc. 33rd  floor Burgundy

o        Fast Start (July 2004) SYKES Asia, Inc.  32nd Floor OSMA

o        Quality Boot Camp (2004) 28th floor RS Center

o        MEP (Management Excellence Program)(2005) SYKES Asia, Inc. 42nd floor OSMA

o        Root Cause Analysis (2005) 27th floor RS Center

o        Project ENABLE - Manila LEARNER'S TRAINING (2005) Asian Institute of Management (AIM) Conference Center

Jun 2002May 2003

2nd Level Technical Support

Sykes Asia Inc.
Mar 2002Jun 2002

Technical Support Repressentative

Sykes Asia
Mar 2001May 2001

Programmer Trainee

Inforserve

Education

Oct 1998Dec 2000

Bachelor of Science and Business Administration

De La Salle University - College of Saint Benilde
May 1995Dec 1998

Bachelor of Science in Commerce

De La Salle University
Jun 1991Mar 1995

Secondary Education

Manresa School

Skills

Software Proficiencies
Has knowledge on the following software: MS Office, MS FrontPage, MS Visual Basic, MS Excel (scripting and Macro ),MS Access, Kodak Image Viewer, Corel Draw, Norton Utilities, MS SQL Server 7, and MS Visual Interdev. 

Training Programs Attended while in HSBC

o        BOCEP 2 - Banking Operations and Concepts.

o        Relationship Management

o        Situational Leadership II

o        Behavioral Coaching and Concepts

Key Roles and Responsibilites

  • Responsible for overlooking day-to-day operations to ensure minimal to zero telephony or tool issues.
  • Responsible for real time decisions as an HSBC Department Head.
  • Authorizes financial decisions to ensure customer retention
  • Mentors, motivates, coaches and molds team members to be better professionals and performers
  • Monitors manager calls and gives Quality feedback for effective coaching and mentoring.

References

Available upon request

Objective

Experienced Senior Operations Leader with 14 years exposure in Technical Support, Back office Support, Customer Care and Collections for a leading BPO. Seeking a role in a dynamic and progressive company that values diversity and ethical business practices.

Personal Information

Born on Dec. 13, 1977 to Atty. Fernando Ma. P. Berbano and Ma. Milagros Catral. Has interest in the fields of Banking, Information Technology, Accountancy, and Human Resources. Open-minded, optimistic, hard working, and a fast learner.

Key Achievements

  • Improved Escalation turn around time in JP Morgan Chase Mortgage Banking from an average of 25 days in 2011 to 2 days in 2012
  • Conceptualized and implemented an escalation process in JP Morgan Chase Mortgage Banking to improve Customer Satisfaction at an escalated level from 41% average satisfaction to an  average of 45%.
  • Member of HSBC’s 1st wave of Talent Management Pool as preparatory for Senior Management post.
  • Member of HSBC's Customer Care Coaching and Development Cycle team

Training Programs while in JP Morgan Chase

  • Coaching Development for Senior Managers
  • Leadership Academy
  • DDI Certification for recruitment
  • PMDE - Performance Management and Development Program