Edilberto Allauigan Jr.

Managed the India and Philippines Business Control Management Team, overseeing the Wealth and Investment Management Operations group

Responsible for risk identification and assessment, control design and evaluation, issues and control deficiencies, control governance and reporting and control programs.

• Developed and maintained a strong control environment, ensuring early identification and mitigation of various risks
• Grew the BCM Team from 3 to 18 FTE, ensuring comprehensive risk and control coverage across multiple locations and programs
• Achieved integration of offshore team, enabling offshore team to manage more complex tasks like RCSA facilitation and issue ownership
• Significantly reduced operational losses and near misses by over 70% for the business through diligent RCA analysis and reviews, continuous monitoring, and issue management
• Led Enterprise Risk Identification and Assessment for WIM Ops (onshore and offshore).

Led the Philippines Centralized Control Evaluation team, responsible for risk and control evaluation for the consumer/retail bank and wealth management functions. Built and managed the Control QA team in the Philippines conducting quality assurance testing for highly regulated functions

• Established and managed the Control Evaluation Center of Excellence utility, improving evaluation standards and processes. 80% of the work is now executed in the global units today, creating cost savings of over 40% for the control teams through efficiency, practices, and capability building
• Built, developed, and grew team from the ground, expanding control evaluation scope from location-specific controls into functional, horizontal, and CCAR/SOX controls
• Expanded the scope of the QA team, increasing the number from 5 QA tests to over 90 QA evaluations across various consumer and retail lending businesses
• Created the first RCSA specific to the Philippines business, addressing local and functional risks
• Held other control roles that included being the Location Control Manager for consumer functions, local functional control oversight for Auto, Business Banking, Branch Technology Support, and Home Lending and UAT lead for control-based training in the consumer and community banking space.

Accountable for meeting the strategic, operational performance, quality and budgetary goals set for the business units under Auto Finance, while assuring the highest level of customer satisfaction

• Led migration of two major business units in Auto Finance, leading to cost saves of 50% in operating expenses. Reduced expected learning curves by over 3 weeks
• Business units outpaced all partner sites in process-critical metrics including productivity and accuracy in less than 6 months, which led to an increase of FTE from a planned 25 to over 160 while work coverage increased from 5% to over 70%
• Worked as Business Support Manager for the CBS sub-LOB, managing various data reporting and analysis requirements and providing support and insight on various activities for its functions.

Provide leadership and direction through management of operations of a customer and technical support program that uses multi-channel interactions with customers of an e-Commerce facility. Initiated and oversaw development and implementation of program plans to meet internal and client-specific metrics and goals. Function as a direct liaison with the clients' business line for products

• Grew the team from 70 to over 350 FTE, expanding scope from General Support Chat to Trust and Safety and Specialized Support teams through effective management of budgets and ratios, and account farming while monitoring productivity and business impacts
• Continuously achieved all critical process metrics through the development of proper workflows and effective utilization and implementation of Six Sigma and other process improvement initiatives
• Achieved high Employee Opinion poll results by building strong internal relationships, communication and empowering my management team, mentoring, and coaching for employees through regular meaningful, candid feedback, ensure adequate bench strength is available and succession planning is in place.

Built and managed the sales infrastructure to ensure the achievement of national and site revenue goals. Established the Sales Operations organization and built 6 High Sales Teams to achieve sales goals for the site. Achieved 124% of sales and revenue targets during my stint

• Managed various products, including enhancement services, referral programs, collections initiatives, and PTPs
• Consulted with directors and care management teams to design and implement local sales strategies
• Analyzed inbound customer contact data to find sales opportunities and optimize sales performance
• Developed and managed national sales projects, collaborating with senior management and cross-functional teams
• Established national sales policies, offer strategies, and new product development.

Directed and oversaw the operations of all departments, ensuring accuracy, compliance, education, and fiscally efficient operations of a medical service company providing back-room support and collections expertise to physicians and medical billing companies in the U.S

• Managed clients' accounts receivables and trained all staff in all facets of the billing cycle: charge and payment entry, accounts receivable follow-up, insurance and patient collection calling, and handling billing inquiries
• Administered the service quality program to ensure compliance with policies and standards for client and customer servicing, facility licensing and/or accreditation
• Implemented and assessed effective programs, monitored performance stats, and managed client relationships.