Global Operations & Partnership Executive

Liaised with global hubs (Philippines and India) and COEs to deliver integrated People, Talent, and Workplace services. Managed EOR partnerships as the primary contact for global team members and business units to ensure operational excellence. Delivered data-driven insights on team experience by analyzing leave metrics and engagement data for stakeholder decision-making. Led end-to-end engagement initiatives, including large-scale annual events and quarterly cultural programs. Spearheaded wellbeing and safety programs, driving community outreach and a positive organizational culture. Coordinated full-lifecycle recruitment for Customer Service roles, from strategic sourcing to interview management. Executed a 90-day "Hypercare" onboarding program to ensure seamless integration and high new-hire engagement.

Served as the local operational expert, providing authoritative guidance on hybrid work models, office attendance, and local policy alignment to team members and management. Cultivated a positive, high-performing work culture by actively reinforcing global values and ensuring local relevance, improving team engagement. Streamlined local workflows and operational procedures by identifying and resolving procedural bottlenecks, resulting in measurable efficiency gains. Managed vendor relationships and external partnerships to ensure all facility, maintenance, and operational requirements are met on time and within budget. Designed and executed effective onboarding and off-boarding programs to ensure seamless integration and transition for all personnel. Identified existing procedural bottlenecks and implemented improvements to shape organizational culture, streamline local workflows, and optimize operational procedures for higher efficiency.

Spearheaded strategic, operational, and administrative programs of broad significance, successfully translating high-level organizational goals into actionable projects. Managed Training, Quality, and Workforce functions to ensure alignment and consistency across all operations, supporting service level targets. Defined and implemented operational scorecards and performance metrics, driving accountability and efficient operations. Developed and executed strategies focused on improving service and customer experience. Oversaw allocation of operational costs and resources, ensuring efficient utilization and adherence to budget standards.

Directed day-to-day operations of the Bookings, Compliance, and Finance departments across both the Manila and London offices. Provided the Board of Directors with critical data and analytics to inform strategic decision-making and operational planning. Managed cash flow forecasting for upcoming periods, providing financial stability and resource insight to the executive team. Coached and mentored consultants, analysts, and team leads, ensuring the consistent attainment of departmental goals. Led Training, Quality, and Workforce Planning functions, maintaining compliance and optimizing staff readiness.

Launched and managed multiple new e-commerce client programs (Australian and Singaporean), successfully establishing operational metrics and service delivery standards. Served as the primary Client Relations Officer for all programs in the region, ensuring client satisfaction and contract renewals. Improved turnaround time by introducing new methods, practices, and systems. Oversaw program financial reports and recruitment, ensuring operational viability and optimal staffing levels. Implemented end-to-end policy and process improvements to shape organizational culture and optimize procedures for higher efficiency.

Managed multi-client operations including Catch Group, Lux Group, Menulog, and Accent Group, consistently exceeding program metrics across all Australian businesses. Served as Client Relations Officer, providing end-to-end support and coordination for client partners and internal departments. Coached and developed agents, team leads, and quality analysts, fostering professional growth and performance goal achievement.

Managed daily operational workflow for a key Australian back-office program, consistently exceeding defined program metrics and service level agreements (SLAs). Functioned as the primary Client Relations Officer, ensuring high satisfaction and alignment between client expectations and delivery team performance. Coached and mentored agents on performance, compliance, and goal achievement, leading to improved team proficiency. Optimized work efficiency by continuously updating and streamlining key reporting templates and internal work processes.

Executed comprehensive Capacity Planning for 3 international sites (Manila, El Salvador, Bacolod) to ensure optimal staffing levels and resource allocation. Provided real-time performance monitoring for 10 concurrent programs, proactively identifying and mitigating potential service risks. Developed strategic Workforce Strategies and managed scheduling for 5 programs, balancing cost efficiency with service delivery requirements. Managed forecasting, interval reporting, and workforce client relations, providing data-driven insights to Operations leadership.

Provided real-time performance monitoring for 11 critical programs and capacity planning across 2 international sites (Manila and El Salvador). Collaborated directly with Operations leadership to ensure scheduling (for 4 programs) and staffing alignment to meet or exceed program metrics (KPIs). Generated accurate forecasting and interval reporting to support short-term and long-term staffing decisions.

Managed quality assurance oversight for a total of 14 high-volume programs simultaneously. Led remote QA management, handling 2 analysts based in San Salvador, El Salvador. Drove process improvement by initiating a standardized call flow process that provided clarity and improved agent performance. Facilitated quality calibrations and meetings with the Quality Director and clients to ensure quality standards were consistently met. Developed and updated training manuals/modules for new programs, supporting faster agent ramp-up time.

Assisted customers regarding queries about their account.