Charm Loquias
Binan City
Summary
Managerial professional with proven record of streamlining processes and leading high-performing teams. Known for strong analytical skills and commitment to achieving results. Teams rely on collaborative leadership and adaptability to changing needs.
Overview
20
20
years of professional experience
Work History
Manager for Operations
HSBC Electronic Data Processing Phils. Inc.
07.2024 - Current
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and stakehpolders.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
Assistant Manager for Operations
HSBC Electronic Data Processing Phils. Inc.
01.2024 - 07.2024
- Process Lead for Australia Cards Investigations - Responsibilities includes:
- Journal creation and posting of Visa and Mastercard Scheme Daily Settlement Reports
- Report extraction of Visa debit card transaction exceptions and endorsing to the Account Maintenance Team in order to post said transactions onto the client's accounts
- Investigation and reconciliation of financial variances from various suspense accounts
- Relief assistant manager for Australia Cards Account Maintenance and Chargeback Team - Supervises day-to-day operations to meet performance, quality and customer service expectations.
Assistant Manager for Operations
HSBC Electronic Data Processing Phils. Inc.
07.2022 - 12.2023
- Electronic Communications Surveillance - involves monitoring and analyzing electronic communications like emails and instant messages across multiple regions in APAC and EMEA from LOBs such as CMB, GBM, HSS, HOST and Global Functions to ensure regulatory compliance, identify misconduct, and safeguard the organization's integrity.
- Ensure compliance of Onshore Businesses Globally with HSBC Regulations and Policies
- Monitor Market Abuse, Breach of Internal Policies, and Suitability
- Increased effectiveness in detecting potential breaches through regular calibration.
- Facilitated strong communication among team members through regular briefings on key developments or updates in standard operating procedures.
- Maintained strict confidentiality regarding sensitive information, safeguarding company reputation.
Assistant Manager for Operations
HSBC Electronic Data Processing Phils. Inc.
05.2021 - 02.2022
- Process Lead for Australia Cards Investigations - Responsibilities includes:
- Journal creation and posting of Visa and Mastercard Scheme Daily Settlement Reports
- Report extraction of Visa debit card transaction exceptions and endorsing to the Account Maintenance Team in order to post said transactions onto the client's accounts
- Investigation and reconciliation of financial variances from various suspense accounts
- Relief assistant manager for Australia Cards Account Maintenance and Chargeback Team - Supervises day-to-day operations to meet performance, quality and customer service expectations.
Assistant Manager for Operations
HSBC Electronic Data Processing Phils. Inc.
02.2021 - 05.2021
- Credit Cards Account Opening - Team Lead for Philippine credit cards account on-boarding, which includes the review and profiling of client application, data capturing (encoding of client details onto the bank system), final stage of KYC and CDD (customer due diligence) and inquiries in credit card application follow-ups from the Contact Center, sales team and the physical branches
Assistant Manager for Operations
HSBC Electronic Data Processing Phils. Inc.
07.2015 - 02.2021
- Vendor Management - Manages Philippine credit cards delivery and third party vendors, including but not limited to tracking and monitoring card plastics and collaterals, credit card deliveries and third party vendor performance, special delivery accommodations and complaints management.
Processing Executive
HSBC Electronic Data Processing Phils. Inc.
11.2010 - 07.2015
- Philippine Credit Cards (Cards Account Opening) - Managed the following queues under the Philippine credit cards market (Back office work)
- Corporate Cards - Deals with the profiling, processing and issuance of corporate credit cards to nominated individuals in companies who have availed of the bank's corporate account facilities
- Constantly works with the different company's bank relationship managers in order to fulfill client needs in relation to their corporate credit cards
- World-Check - Reviews the KYC and third-party due diligence screening obligations as the final stage for credit card applications
- Various Credit Card Processes: Includes profiling and issuance of credit cards with companies with existing payroll accounts with the bank
- Processing stressed client accounts to convert their credit card balances into monthly installments at a lower effective annual interest rates
- Lead in the PH Credit Card Helpdesk, mainly investigating and providing answers in relation to credit card issues and inquiry
Customer Service Representative
HSBC Electronic Data Processing Phils. Inc.
06.2005 - 07.2010
- Inbound agent for UK accounts
- Handles credit cards, bank accounts and HSBC UK products and services, with certification in UK HSBC products and services sales
- Certified in call monitoring and administrative tasks such as team statistics and team management
Education
Bachelor of Science - Mass Communications
St. Scholastica's College
Manila01-2003
Skills
- Service Excellence
- Collaborative Team Management
- Prioritization Skills
- Strategic Decision-Making
- Strong Verbal and Written Skills
- Strategic Issue Analysis
- Team Development
- Team Leadership
- Report Generation
- Collaboration Enhancement
- Collaborative Teamwork
- Professional Guidance
- Proficient in MS Office Applications
Timeline
Manager for Operations
HSBC Electronic Data Processing Phils. Inc.
07.2024 - Current
Assistant Manager for Operations
HSBC Electronic Data Processing Phils. Inc.
01.2024 - 07.2024
Assistant Manager for Operations
HSBC Electronic Data Processing Phils. Inc.
07.2022 - 12.2023
Assistant Manager for Operations
HSBC Electronic Data Processing Phils. Inc.
05.2021 - 02.2022
Assistant Manager for Operations
HSBC Electronic Data Processing Phils. Inc.
02.2021 - 05.2021
Assistant Manager for Operations
HSBC Electronic Data Processing Phils. Inc.
07.2015 - 02.2021
Processing Executive
HSBC Electronic Data Processing Phils. Inc.
11.2010 - 07.2015
Customer Service Representative
HSBC Electronic Data Processing Phils. Inc.
06.2005 - 07.2010
Bachelor of Science - Mass Communications
St. Scholastica's College
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