Arwin Lagos Basuan
Quezon City
Summary
Experienced leader in finance and accounting with 15+ years of expertise in back office and customer service operations. Successfully managed functions including financial reporting, planning and analysis, record to report, order to cash, payroll, and customer assistance center. Proven track record in cross-functional roles such as process migration, change management, operational excellence, business transition, and continuous process improvement through AI advancements. Extensive experience collaborating with diverse clients and working across different geographies.
Overview
14
14
years of professional experience
Work History
Senior Operations Manager
RELX | Reed Elsevier
12.2022 - Current
- Responsible for developing short-term and long-term division plans and strategies, as well as evaluation/monitoring of programs and budgets, considering alignment with and attainment of overall SLA / corporate objectives
- Provide leadership and expertise for all financial aspects across RELX Business Units
- Responsible for providing financial planning, budgeting, forecasting, analysis and monthly reporting
- Interacts with business units Finance VPs, Directors, Supervisors and Finance teams to provide financial support and improve business performance
- There is a strong service oriented culture with focus on service to internal customers on time and to quality
- Drive continuous improvement, leveraging generative AI
- Management of overall service delivery operations governance including SLA and KPI management, Labor and Expense forecasting, performance management against agreed utilization, cost, time and scope
- Manages yearly Operating Plan vs Actual headcount and P&L
Senior Operations Manager
Genpact
08.2017 - 12.2022
- Close monitoring of specific processes, such as, R2R, Payroll, O2C and Customer Service Operations ensuring consistency in meeting critical service levels
- Responsible for managing the staffing need of the account and performance management
- Coordinates with Learning and Development and Human Resources teams to ensure we have skilled resources on board to address operational demand
- Encourages participation in BPO-wide People initiatives and Community Services
- Conducts performance appraisals of management team and members, based on predefined standards and metrics
- Conducts career development planning sessions for management team and members
- Manages resources within scope of responsibility and identify cost reduction opportunities
- Plan, monitor and manages extended working hours of teams within scope of responsibility
- Leads/ Participates in local or global initiatives to improve and grow the BPO practice
- Monitors scope and manage change via change request process to avoid scope creep
- Prepares invoice related to Account’s monthly billing for clients approval
- Manage account risks and issues, be able to provide decisions and actions through the risk response plan
- Responsible for Business Continuity Management
- Leads PCI certification for Operations in Payroll process
Operations Manager
Genpact
12.2013 - 08.2017
- Responsible for managing R2R and Payroll processes
- Ensures Critical Service Levels are met
- Spearheads process improvement initiatives of the account
- Manages staffing requirements, training and performance management
- Conducts Business Continuity Plan Tests
- Leads Risk Reduction Planning and Certifications for Operations, i.e., PCI audit and certification
Senior Service Delivery Team Lead
Accenture
11.2012 - 12.2013
- Leads and manages end to end R2R Process
- Ensure Service Levels are met on a monthly basis
- Deploys Operational Excellence (OpEx) practice to operations by monitoring and managing the team’s productivity, quality of work and utilization
- Calculate, document and report the team’s daily and monthly, quarterly and annual productivity, quality and utilization to Accenture and client business leaders and stakeholders and develop the team’s cost reduction plan
- Ensures that subordinates have ample skill sets to perform their operational tasks, through cross training, appropriate career development planning, and hands-on
- Provides performance feedback of the team to management and staff
- Plan, monitor and manages extended working hours of teams within scope of responsibility
Junior Team Lead
Accenture
10.2010 - 10.2012
- Plan and review periodic operational timelines for the team covering specific MRCs
- Monitor daily operational deliverables each team members
- Ensure that the team meets the service level agreement
- Address and manage operational, people and other kind of risks within the scope
- Function as the 1st escalation point for operational issues arising from either the subordinates or the client MRCs
- Provide feedback to Team Lead as to the status, progress, issues and resolutions on the operations floor
- Perform operational reviews to ensure the quality of deliverables to the client such as review of client-imposed journal entries and other recurring journal entries, review of simple to moderate Management reports and account reconciliations
Education
Master of Business Administration -
Ateneo Graduate School of Business
01.2019
Bachelor of Science - Accountancy
Manuel S. Enverga University Foundation
Lucena City, Quezon01.2007
Skills
- Operations management
- Customer focus
- Strategic planning
- ERP systems
- Cost reduction
- Employee engagement
Degree
MBA
System Applications Used
- SAP Hana
- Sap R/3
- PowerBI
- Oracle Hyperion
Timeline
Senior Operations Manager
RELX | Reed Elsevier
12.2022 - Current
Senior Operations Manager
Genpact
08.2017 - 12.2022
Operations Manager
Genpact
12.2013 - 08.2017
Senior Service Delivery Team Lead
Accenture
11.2012 - 12.2013
Junior Team Lead
Accenture
10.2010 - 10.2012
Bachelor of Science - Accountancy
Manuel S. Enverga University Foundation
Master of Business Administration -
Ateneo Graduate School of Business
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