FATIMA AFABLE
Vice President For Central Supervision
Quezon City
Summary
Experienced Operations Manager with 15+ years in the financial services industry, specializing in operations management, contact center leadership, vendor coordination, customer experience enhancement, and NGO management. Strong background in process development, team management, risk mitigation, and regulatory compliance. FINRA Series 7 certified.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Vice President for Central Supervision
JPMorgan Chase
05.2019 - Current
- Manages the team responsible for supervision of electronic communications of licensed bank and brokerage representatives across North America; and monitored individuals across APAC and EMEA
- Collaborated with senior management to develop strategic initiatives and long term goals.
- Identified opportunities to improve business process flows and productivity.
- Established a culture of continuous improvement, fostering innovation and driving sustainable growth across the organization.
- Leveraged technology to automate workflows and streamline processes, resulting in increased productivity and cost savings across the organization.
- Serves as Co-Chair for the Manila Volunteer Chapter for the Corporate Centers
Operations Manager
E*TRADE Information Services, LLC
10.2010 - 07.2017
- Managed end-to-end Payment Services (ACH, Check Processing, Bill Pay, Settlements) functions.
- Supervised Deposit Operations and Correspondence Processing functions.
- Led Business Continuity Planning (BCP) for all direct report departments.
- Directed Site Culture Organization across Manila operations.
- Recruited, trained, and coached team leaders and operations staff.
- Ensured compliance with internal risk and control policies.
Operations Supervisor – Payment Services
E*TRADE Information Services, LLC
02.2009 - 10.2010
- Supervised team performance; ensured SLA compliance and productivity.
- Mentored Lead Analysts and supported succession planning.
- Delivered coaching for quality and compliance improvement.
Lead Operations Analyst – Payment Services
E*TRADE Information Services, LLC
09.2007 - 02.2009
- Led transition of New Accounts & Account Maintenance functions from the U.S. to the Manila site.
- Managed multiple back-office operations teams, including Fraud Review and Account Clean-Up.
- Developed staff scoring system for performance tracking and quality assurance.
- Handled escalations and queue/workload balancing.
Team Leader
Access Worldwide, LLC
10.2005 - 09.2007
- Managed inbound customer service (E
- TRADE Financial) and outbound sales teams.
- Delivered performance coaching and quality monitoring.
Quality Improvement Specialist / Directory Assistance Team Expert
iTouch Point Softech Pvt Ltd
11.2004 - 06.2005
- Conducted call evaluations, agent coaching, and performance analysis.
- Assisted in floor supervision and escalation handling.
Inbound Sales Agent
iTouch Point Softech Pvt Ltd
11.2003 - 05.2004
- Supported new account signups and basic customer support.
Education
Sports Studies
University of The Philippines
Diliman03.2003
Skills
- Operations Management
- Payment Services & Deposit Operations
- Vendor Management
- Risk & Compliance Management
- Coaching & Mentorship
- Business Continuity Planning
- Team Development
- SLA & KPI Monitoring
- Staff Recruitment & Training
- Process Improvement
- Site Culture, Volunteerism & Event Planning
Certification
FINRA Series 7
Timeline
Vice President for Central Supervision
JPMorgan Chase
05.2019 - Current
Operations Manager
E*TRADE Information Services, LLC
10.2010 - 07.2017
Operations Supervisor – Payment Services
E*TRADE Information Services, LLC
02.2009 - 10.2010
Lead Operations Analyst – Payment Services
E*TRADE Information Services, LLC
09.2007 - 02.2009
Team Leader
Access Worldwide, LLC
10.2005 - 09.2007
Quality Improvement Specialist / Directory Assistance Team Expert
iTouch Point Softech Pvt Ltd
11.2004 - 06.2005
Inbound Sales Agent
iTouch Point Softech Pvt Ltd
11.2003 - 05.2004
Sports Studies
University of The Philippines
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