Anwar Gamaliel N. Pangyarihan
Plainview,Mandaluyong City
Summary
Strategic Group Operations Head with expertise in operational innovation, analytics, and resource optimisation. Specialises in transforming teams to exceed goals and enhance client engagement through effective programme implementation. Experienced mentor and team builder fostering cross-cultural collaboration. Drives technology value across global operations, leveraging industry insights to deliver impactful business solutions.
Overview
18
18
years of professional experience
Work History
Group Operations Head, Digital Operations Service Center
Jones Lang LaSalle Business Services
08.2022 - 09.2023
- Delivered IT portfolio account management support to global clients, enhancing the value of JLL's technology through incident management and client escalation across banking, education, manufacturing, finance, and technology sectors.
- Managed the Delivery and Launch of the Global Analytics Program that assesses data health, platform adoption and optimization. This includes Configuration, Testing and Insights development.
- Delivered the Implementation of the Global Quality Assurance Program spanning over 3,000 properties in APAC, EMEA and AMR Regions. This includes the launch of the Assurance Program Support Team resources and processes as well as platform configuration and testing.
- Managed the successful Service Now Implementation for two Technology Platforms including configuration, testing and support.
- Oversaw global support and data administration operations for six JLL technology platforms, including planning, testing, and implementing global programmes.
- Executed transition of new accounts, increasing headcount by 105% and developing a service model for improved workload management.
- Managed onboarding and account management of new accounts into JLL's technology platforms, including upselling additional technology applications to enhance client value.
- Launched 3 new Service Lines within the past year supporting new processes and clients.
- Initiated the Data Clean up and Data Hierarchy Updates in one of the technology platform databases that improved data integration between Several applications.
- Launched the Mobile App of one of our Incident Reporting Application including Design, Configuration and Testing.
- Refined LOB's hiring process, reducing turnaround by 60 days through updated job descriptions, training team leads and managers, and coordinating calibrations with talent acquisition.
- Developed and Promoted 11 resources to new and/or higher roles within the organization over the past year.
- Executed the real-time recognition programme in the last year, engaging 60% of team members.
Client Engagement Transformation Lead
Indra Philippines
11.2019 - 04.2022
- Cluster Account Head for the Industry Market for the Business Consulting LOB. Won four Projects from 3 clients in the 1st month of assignment (July 2021).
- Head of Indra Philippines' 2022 Strategic Planning and Implementation Team. Collaborated with Delivery Unit Heads and Market Teams from both Spain and the Philippines to craft the Strategic Business Plan that will allow Indra Philippines to hit the target Sales Turnover by the end of 2022 covering Banking, Telecom, Infrastructure, Healthcare and Energy Industries.
- Delivered monthly and quarterly reports to company president and leadership team on economic and commercial operations status relative to 2022 plan targets.
- Contributed to achieving and exceeding the Sales Ambition Target 2022 by €4.4M a full year from the target date. Helping grow sales from €37M in 2019 to €78.5M by the end of FY 2021.
- Provided strategic operational, account management, and project management support to red flagged SAP projects, enhancing project management fundamentals, client reporting, and quality of output.
- Led establishment of security and safety guidelines in workplace and client sites as New Normal Lead for Indra Philippines. Created processes for project operations support during COVID, including testing and cost approvals.
- Head of Indra Philippines' Vaccine Program. Includes Planning, Vaccine Procurement, Policy and Guidelines creation and communication.
Senior Manager, Global Professional Services Operations
Oracle NetSuite
Philippines
04.2016 - 06.2019
- Designed and Implemented the Business Excellence Framework for PS Operations Global Operations including: Process Standardization, Knowledge Management Portal, Inventory Management, Performance Reporting, Performance Management, Capability Development and Internal KPIs.
- Developed Innovation Framework, incorporating value stream mapping, process streamlining, re-engineering, and identification of process automation opportunities to enhance operational efficiency.
- Designed, Developed and Implemented key Automation Projects for PS Ops that reduced HC need including Sales Order Processing, SOW Extension Processing, Automated Defect Alerts, Project Management action-related alerts.
- Established the Quality Assurance Program, including Governance, Methodology, Dashboard Reporting, Root Cause Analytics and Defect Management.
- Facilitated monthly business reviews with department heads to identify performance improvements and key application enhancements, driving meaningful impact on internal operations and client experience.
- Created Automated Dashboard and re-engineered process for the Finance team to approve SOW Extensions from a more than 30-day cycle to just 1-2 days.
- Built Waste Analytics Program to determine and eliminate waste in Operational performance including Pend Reasons, Defect prevention, Time Entry Fixes.
- Managed the transition of DSG and its customer accounts into NetSuite to become one of the key drivers of recurring revenue for NetSuite GBU as Advanced Customer Support.
- Established internal SOX Framework to support SOX Compliance. Improved T and M Unlevelled performance from 83% to 88%. SOX Control 6.14 from 59% to 95%.
- Created the Career Roadmap for the PS Operations Reporting Teams that resulted in the development and promotion of 67% of Team Members in 1.5 years. One resource has been promoted to 2 Career Levels.
- Championed recognition of 5 out of 9 employees in NetSuite's Annual Employee Awards, highlighting individual contributions and fostering a culture of excellence.
- Managed the internal IT Portfolio Management across different industries including Banking, Tech, Manufacturing and Finance Industries.
Delivery Excellence and Innovation Lead (Client)
Accenture
Philippines
09.2012 - 07.2015
- Established the Value Program of the client account, spanning 2 countries, 17 Project Teams and 1,400 FTEs managing the end-to-end Health Administration of the client including 8 Million Enrollment transactions, 2.85 Million Provider transactions, Set up of 272,000 Customers, and $1 Billion in accounts receivable annually.
- Led the formulation of the overall Innovation strategy, policies, performance standards and program management of the account to become one of the leading accounts in delivering Innovation and Delivery Excellence in Accenture Philippines by delivering $4.70M in client signed off value in 2 fiscal years.
- Managed the initiation and ideation of 4 Analytics projects for 2 business streams that is positioned to yield an additional $7.90M in client value.
- Delivered 18 high-impact automation projects in FY 2015, achieving 74 FTE headcount reduction (7% of total headcount) and creating a pipeline of 159 additional headcount reduction opportunities from 126 automation and process improvement projects.
- Launched the Command Center team consisting of 1 Associate Manager, 2 Supervisors and 6 Analysts that streamlined the operational reporting capability across teams and achieved 25% reporting efficiencies and enabled insight-driven dashboard reporting for Accenture and Client Leadership.
- Managed the Business Advisor Program for the account, including 35 Business Advisors and 4 Tech Masters that yielded 35 new ideas for implementation and client value sign off.
- Developed and launched a digital platform across BPO health space for real-time monitoring of operational performance across 17 teams, enabling faster decision-making with 100% on-time data delivery at zero cost to the account.
- Managed third party vendor accreditation, testing and feasibility of their digital platforms.
- Designed, solutioned and managed the delivery of a class-leading Performance Management Platform across all 17 projects that tracks productivity, utilization, attendance, and leave monitoring, which led to 15% productivity improvement and 10% utilization.
- Led changes in operational maturity strategy using Accenture's Operational Excellence - Six Sigma Framework, resulting in account improvement from 12% Stable to 100% Stable and 93% Capable rating in 12 months, including 7 teams progressing towards Gen 4 certification.
- Initiated the Value Stream Mapping and Business Outcomes Indicator of the whole account, which identified additional process improvement and automation projects across all business streams.
- Created and administered the social media account to drive overall team engagement and increase innovation ideas generation.
- Monthly, Quarterly and Annual Business Reviews with the Client Executive team to discuss Operational KPIs, Operational Maturity performance, Innovation Project Implementation Status.
- Editor in Chief of the monthly Innovation Newsletter of the account which has since been replicated in other client accounts.
- Managed the successful mobilization and go-live of a new Web-Based Enrollment process for the client with 100% TAT and 99.9% quality: leading a team of 2 Supervisors and 60 analysts.
- Managed the successful on-time and on-budget mobilization of 3 site locations to 1 central site for the account.
- Managed ISO certification preparation, and testing across the different project teams.
- Managed Client Roadshow and Client site visits with Client Executive teams that led to successful contract renewals and scope expansions.
- Represented the account team in the Bi-Monthly Innovation Forum across the different Industry Vertical Teams to report on Innovation and Client Value delivered progress, best sharing practices and collaboration across different Project Teams to replicate implemented Automation and Analytics driven value projects.
- Oversaw the development of team members that resulted to 37% of team members with promotions in the last 2 years.
- Coached the Accenture BPO Corporate Men's Basketball Coach to a 3rd place finish in the 7th Edition of the Call Center Olympics in 2015. Winning Player and Coach of the Health Administration Account Men's Basketball team in the BPO Olympics in 2013 and 2014.
Operations Manager (Retiree Health Market)
Accenture
Philippines
07.2006 - 08.2012
- Successfully managed the retiree health market business of the client with annual revenues of $240M. The end-to-end operations included case install, mailroom, enrollment, billing, customer service and accounts receivable operations with a 99% SLA achievement.
- Managed the overall delivery of the program including BPO, Solutions, Consulting, and various vendor teams.
- Managed BPO and ITO teams comprising 4 supervisors, 41 analysts, 4 account management associates, and 35 software engineers, ensuring effective collaboration and delivery of services.
- Reduced client implementation cycle in 2011 by 150% by automating key processes and streamlining operations to reduce hand offs and improve client retention.
- Implemented 42 high-impact process improvement projects, enhancing operational efficiency and client satisfaction.
- Secured $0.70M in client savings through effective management of debits over 60 and non-admits of client accounts.
- Led the successful mobilization and go live of the project including solutioning, process architecture and testing.
- Successfully led the solutioning, development, testing and implementation of change controls including application development and testing for 6 straight years including the release of key system enhancements.
- Single Point of Contact for Client Transition, Account Management and Client Incident Management.
- Led ISO certification initiatives including process documentation, controls and internal testing.
- Achieved Top 3 in Team engagement scores for 4 consecutive years across the account.
Operations Manager (Health Middle Market)
Accenture
Philippines
06.2005 - 06.2006
- Oversaw daily management, planning, and client relationship activities for Accounts Receivables operations, supporting the client's largest regional business with $450M in revenues.
- Managed 82 team members, including 4 Supervisors, achieving top regional team engagement scores.
- Transformed the team's productivity, utilization and quality by improving SLA delivery from 95 to 98%.
- Established key processing standards that improved team productivity and service quality, resulting in client adoption as standard practice.
- Established and managed Business Continuity Program, mitigating service delivery risks and contributing to client sales wins.
- Managed the recruitment, training and development of new hires including contributing to standard training protocols.
- Led Sarbanes Oxley Audit and ISO certification initiatives including process controls and internal testing.
- Established and implemented the pioneering Team Success Survey across all BPO teams in Accenture.
Education
Operational Excellence - Six Sigma Principles
01-2015
1st Batch of Executives included in Accenture's Management Development Program - Management
Asian Institute of Management
01-2013
AB - Economics
Ateneo De Naga University
01-2002
Secondary Education -
Philippine Science High School, Mindanao Campus
Davao City01-1996
Skills
- Digital Transformation Management
- Operations Management
- Project Management
- Process Automation
- Strategic Planning
- Financial Planning
- Cost Reduction
- Business Continuity Management
- Process reengineering
- Analytics
- Innovation
- Account management
- Vendor Management
- Procurement Strategy
- Revenue Cycle Management
- Revenue Reporting
- Sales Order Processing
- SOX Compliance
- Change Management
- Process architecture
- Software release management
- Platform Management
- Performance Management
- Team leadership
- Talent development
- Coaching and Mentoring
- SOX Compliance
Timeline
Group Operations Head, Digital Operations Service Center
Jones Lang LaSalle Business Services
08.2022 - 09.2023
Client Engagement Transformation Lead
Indra Philippines
11.2019 - 04.2022
Senior Manager, Global Professional Services Operations
Oracle NetSuite
04.2016 - 06.2019
Delivery Excellence and Innovation Lead (Client)
Accenture
09.2012 - 07.2015
Operations Manager (Retiree Health Market)
Accenture
07.2006 - 08.2012
Operations Manager (Health Middle Market)
Accenture
06.2005 - 06.2006
Operational Excellence - Six Sigma Principles
1st Batch of Executives included in Accenture's Management Development Program - Management
Asian Institute of Management
AB - Economics
Ateneo De Naga University
Secondary Education -
Philippine Science High School, Mindanao Campus