Gregory Cu
Assistant Vice President
Manila
Summary
An agile operations head with more than 15 years of experience in Payment Operations, Client Onboarding, Process Enhancements, Business Continuity and Reconciliations. A situational leader who thrives on challenging scenarios while maintaining process excellence and exceptional customer centricity. Currently manages 4 teams in Manila under Reconciliations Unit to deliver all the required deliverables within Business SLA.
Overview
18
18
years of professional experience
7
7
years of post-secondary education
Work History
Senior Associate- AVP
JP Morgan Chase & Co.
Taguig
9 2021 - Current
- Reports directly to Head of payment operations/ Executive Directors. Reconciliations Unit – Manila and Bangalore.
- Responsible for day-to-day operations of 4 teams/ products across Manila, that supports various complexities in end-to-end value stream under wholesale payments.
- Monitor execution of process in accordance with bank standard and SLA requirement.
- Managerial responsibility for Reconciliation unit - APAC team and would assist in managing EMEA team depends on business requirements.
- Performs break investigation including service assets and breaks management with stakeholders (Service Now, Alacrity Tracker).
- Provides SME advice and direction to Recon Utility – Main escalation point
- Work with various region leads to create efficiency and achieve high standard goals as per SLA.
- Provides sustainable solutions to client's unique operational requirements through collaborative partnerships with Product, Client Services, Implementation and Technology teams in APAC region.
- Spearheads team structure re-engineering from capacity perspective to ensure optimal operational levels are achieved for Reconciliation Manila and Bangalore.
- Delivers and manages timely completion of projects and initiatives which results to process efficiencies, that contributes to overall headcount optimization targets of department.
- Responsible in migrating process from various locations to Manila
- Ensure that all migration documents from IAS charters, Standard procedures and SLA documents are in place.
- Work with Risk and control team to ensure that process is controlled and risk free.
- Communicate with agent bank and send back unknown funds via SWIFT message.
- Knowledgeable of automation tools such as Alteryx, UI Path.
- Involved in driving payment operations process in Manila, including developing team members, enhancing controls and ensuring that team performs consistently and efficient.
- Planned and coordinated logistics and materials for board meetings, committee meetings, and staff events.
- Identified and resolved complex issues by applying advanced analytical and troubleshooting strategies.
- Performed wide-ranging administrative, financial and service-related functions.
- Approached each problem with fresh mind and analytical strategies to quickly resolve concerns.
- Increased customer service success rates by quickly resolving issues.
- Played key role in driving business growth by identifying potential areas of expansion and presenting strategic recommendations to senior leadership.
- Developed and implemented strategies to increase customer satisfaction and engagement.
- Mentored junior associates, fostering professional growth and helping them reach their full potential.
Process Manager
JP Morgan Chase & Co.
Taguig
02.2016 - 08.2021
- Improved efficiency and effectiveness of performance and management of processes across departments.
- Contributed significantly towards achieving company goals through strategic planning, implementation of new technologies, and alignment with business objectives.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Enhanced operational performance by conducting regular audits and making necessary adjustments to processes.
- Collaborated with cross-functional teams to identify areas of improvement, leading to increased efficiency across departments.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Promoted change through positive promotion, benefits demonstration and interactive approach.
- Analyzed steps of activities to discern existence of business processes for formalization.
- Defined clear targets and objectives and communicated to other team members.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Streamlined process workflows by identifying inefficiencies and implementing targeted improvements.
- Achieved cultural shifts and process change through tenacious determination and interpersonal skills.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
Transaction Supervisor (Team Leader)
JP Morgan Chase & Co.
Taguig
04.2011 - 01.2016
- Developed effective improvement plans in alignment with goals and specifications.
- Evaluated employee performance and coached and trained to improve weak areas.
- Mentored junior staff members in their career development, sharing knowledge from years of experience in field.
- Maintained database systems to track and analyze operational data.
- Cultivated strong relationships with key clients or stakeholders through consistent communication and excellent service delivery.
- Established performance metrics for team, consistently tracking progress towards goals and making adjustments as needed.
Senior Transaction Specialist
JP Morgan Chase & Co.
Taguig
06.2010 - 03.2011
- Used data entry skills to accurately document and input statements.
- Handled high volume of transactions promptly, consistently meeting productivity targets.
- Conducted thorough research to resolve discrepancies and prevent potential losses or delays in transaction completion.
- Reduced errors with meticulous attention to detail during transaction verification.
- Safeguarded sensitive information by adhering to strict confidentiality protocols in all transactions.
- Entered invoices requiring payment and disbursed amounts via check, electronic transfer or bank draft.
- Demonstrated versatility by handling multiple responsibilities simultaneously without compromising on quality or timeliness of deliverables.
Client Service Specialist
Metrobank and Trust Co.
Manila
02.2006 - 06.2010
- Coordinated project timelines and resources, ensuring successful completion within budget constraints while exceeding client expectations.
- Responded proactively and positively to rapid change.
- Accepted and processed payments, updated accounts and issued receipts.
- Developed and implemented customer service policies and procedures to apply best practices and establish quality standards.
- Trained new team members on best practices in client services, elevating overall team performance.
- Enhanced client satisfaction by promptly addressing inquiries and resolving issues.
- Delivered prompt service to prioritize customer needs.
Education
M.D. - Marketing Communications
De La Salle University – Manila
Manila 01.2007 - 04.2010
Bachelor of Science -
De La Salle – College of St. Benilde
Manila 01.2002 - 04.2005
Skills
Business Administration
undefinedTimeline
Process Manager
JP Morgan Chase & Co.
02.2016 - 08.2021
Transaction Supervisor (Team Leader)
JP Morgan Chase & Co.
04.2011 - 01.2016
Senior Transaction Specialist
JP Morgan Chase & Co.
06.2010 - 03.2011
M.D. - Marketing Communications
De La Salle University – Manila
01.2007 - 04.2010
Client Service Specialist
Metrobank and Trust Co.
02.2006 - 06.2010
Bachelor of Science -
De La Salle – College of St. Benilde
01.2002 - 04.2005
Senior Associate- AVP
JP Morgan Chase & Co.
9 2021 - Current
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