Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Jericho Valenzuela

Jericho Valenzuela

ICS ANZ, Director - Commercial Account Development, Manila
Manila

Summary

As the ICS ANZ Director Commercial Account Development, Manila I am responsible for leading, developing and executing business imperatives with the objective of retaining and growing market share in line with the organizations strategy. Focused around driving shareholder, customer and colleague insights and value.

For the last three years I have been part of the Philippines Country Executive Team. I am responsible for governance and growth of the campus as we continue to be the preferred growth partner of the organization. This includes co-leading AMEX PHL Framework for Winning strategy defining shareholder value of the market and contributed immensely in shaping the agenda of the pillar by defining ROI-OPEX/revenue contributions of the market. I am also the DE&I Coordinator for the market tasked to organize and govern engagement across 4,300 colleagues in Manila.

Overview

22
22
years of professional experience

Work History

Director Commercial Account Development, ICS ANZ

American Express
03.2021 - Current
  • Team remit 83 HC across multiple functions such as Account Development, Trigger, AccessLine, Shared Services and GMNS.
  • Colleague first approach - Was able to shift the team culture and dynamics by focusing on colleague CES comments, leadership diversity and empathetic/transparent communication. Required action to be demonstrated from the top down. This resulted to >90% CES scores in all categories from 2021 to 2023 (from
  • Effectively managed difficult changes through 2021-present. (1) Culture (2) Productivity reporting (3) Leadership (4) Business focus on ROI (5) Major incentive structure change-SIP to AIA (6) Portfolio changes in 2024.
  • Exceeded all operational KPIs YoY, milestone after milestone (1) Billed Business Acquired growth 153% YoY 2022, 220% YoY 2023. (2) Booked Charge Volume YoY, 260% YoY 2022, 90% YoY 2023 (3) Portfolio growth 130% 2022, 117% 2023. on track to meet USD $1.1B BCV target 2024.
  • ROI 2023 (1) 5.22 Corporate vs 4.39 plan (2) 10.3 SBS vs 8.65 plan
  • Consistently delivered role model RBST error rates YoY - results significantly below 2% threshold 0.12% 2022 and 0.63% 2023.
  • Established my position as the senior ICS leader in the market allowing seamless execution of strategy (ease of business) which lead to business discussions with Rafa Marquez and Rob McClean promoting the PHL as the preferred business partner of International.
  • Philippines Country Executive Team member - influenced strategic decisions impacting customer, shareholder and colleague strategic imperatives across +4,000 colleague base in the PHL.
  • DE&I Lead for the Philippines - Setting multi-year direction and vision for AMEX PHL DE&I agenda allowing colleague networks and resource groups to collaborate. Responsible for AMEX PHL engagement budget 2024.

Director Commercial Sales, ICS ANZ

American Express
01.2019 - 03.2021
  • Successfully increased revenue segment of the Manila Sales team from USD $500K to USD $5M from 2019 to 2020.
  • Revamped the productivity and pipeline tracking rigor which resulted to a streamlined reporting/tracking standard which resulted to a consistent 12 Right Party Contact per colleague daily. Rigor is still being used today by both PHL and AUS Sales Teams.
  • Increased level of collaboration between Sales, Marketing and Analytics which resulted to improved conversion rates across all prospecting campaigns, especially the Global Prospecting Database from less than 1% to 8% conversion by YE 2019.
  • Strong 1H 2019 results enabled the team headcount to grow by 25% (10 B30 and 1 B35) by Q4 2019.
  • Able to pivot and empathetically lead the team through change during the pandemic. Allowed us to reset and upskill the team as we head out of the pandemic in 2021.
  • +90% CES scores 2019-2020 across all categories especially during the pandemic.

Senior Vice President Remote Channels

Citibank
07.2017 - 09.2018
  • Tasked to transform contact center operations to become forward compatible by leveraging on technologies, enhancing how we do business by rationalizing operational processes and transition current roles into visioned "future roles" which will lead to a cost structure USD 2MM better by the year 2020.
  • Responsible for delivering 8% growth or PHP 9B loan sales and USD 20MM revenue, across 300 FTE in two different sites and 3 different Contact Center Platforms – 1) Inbound Customer Service, 2) Chat and 3) email.
  • Responsible for governance reviews of vendors particularly Citi subsidiaries such as Global Workforce Management Optimization and Citi Business Process Outsourcing.
  • Successfully and seamlessly launched the contact centers new hours of operations with 87% customer acceptance rate.
  • Successfully increased Voice Biometrics authentication rate to 91% - highest authentication rate in APAC.
  • Successfully shifted 32% of loan sales to digital channels.

Vice President Voice Operations

Citibank
01.2014 - 07.2017
  • Consistently delivered contact center service operational KPIs for 8 lines of businesses.
  • Led governance/compliance reviews of outsourced service with Citi subsidiaries and strategically executed re-engineering initiatives which led to USD 90M expense saves which contributed in securing the 2014 APAC CitiPhone Top Performing Country Award.
  • Oversee capacity plan creation and optimization with Citi subsidiary – Global Workforce Management Optimization which resulted to scheduling efficiency of 86% year-on-year translating to average call pick-up time of less than 12 seconds and an average service factor of 92% Year-on-year.
  • Lead initiative and cross-functional team to shift loan sales via contact center to digital channels by (1) Providing the agent the ability to send the digital offers to the customer (2) Differentiated pricing strategy for offline vs online sales (3) re- structuring of employee incentives to motivate online offers. Result is a 32% shift to online by customers by June 2017.
  • 2016 milestone contact center achievement: PHP 8.2B loan sales, translating to USD 18.4MM revenue, 52% contribution to the franchise, 3rd highest revenue contributor to CitiPhone APAC.
  • Key APAC/EMEA resource person for inbound sales leveraging - (1) Sharing operations best-practices across different markets, (2) Spearheaded Intelligent Call Routing strategy across APAC, (3) Effectively conducted a 5-day inbound sales peer-review with Citibank CitiPhone Malaysia, reviewing processes, organization structure and infrastructure.

Assistant Vice President Sales Leveraging

Citibank
07.2012 - 01.2014
  • Transformed the contact center into a significant revenue contributor to the Citibank Philippines franchise by utilizing technology and restructuring operations processes resulting to a highly motivated, "high-energy" workforce. - (1) From PHP 3B loan sales in 2012 to PHP 6B loan sales by end of 2014. (2) From 32% loan sales country contribution in 2012 to 55% contribution by end of 2014.
  • Tested and implemented the use of "Next Best Offer" by uploading propensity to take-up product offers in the system to eliminate offer decision making at the agent level which resulted to a 5% improvement in conversion rates and consistent average handle times.
  • Conceptualized, tested and implemented the use of the intelligent call-routing system which allowed the business to route high propensity customers to our best service & sales officers resulting to 15% conversion rate improvement and consistency of the centers average handle times.

Manager Business Development Citigold Acquisitions

Citibank
03.2010 - 07.2012
  • Successfully executed outbound sales strategy for retail banks mid-affluent segment with the goal of advancing the segment to Citigold.
  • Enhanced the current acquisitions operating model by successfully partnering with Corporate and Consumer Cards business units with the objective of mining new Citigold customers.
  • Conceptualized and operationalized the remote account opening and branch paperless account opening initiative via iPad.

Manager Alternative Channels Marketing

Citibank
04.2009 - 03.2010
  • Successfully created and developed campaigns and strategies to source new consumer card customers organically through the existing retail bank portfolio.
  • Leveraged on existing Citi technologies and business unit relationships to execute growth strategies required by the business.
  • Involved in cross-business projects/initiatives with the objective of conceptualizing, operationalizing new organic sourcing ideas.

Assistant Manager Retention Team Manager

Citibank
06.2006 - 04.2009
  • Successfully managed 3 teams across 35 senior phone team members by managing individual performance KPIs, reviewing/optimizing operational processes.
  • Empowering colleagues by sharing leadership opportunities to drive enggement.

Assistant Manager Consumer Cards Team Manager

Citibank
08.2007 - 06.2008
  • Responsible for performance management of 20 team members ensuring all vital KPIs are met daily, weekly and monthly.
  • Ensuring optimum colleague engagement and morale at all times.

Assistant Manager Sales & Productivity Analyst

Citibank
10.2005 - 08.2007
  • Responsible for creating, enhancing and maintaining reports and dashboards vital to contact center operations.
  • Responsible for creating and maintaining productivity and scorecard reports for the contact center.

Authorized Signatory CitiPhone Officer

Citibank
10.2001 - 10.2005
  • Provided exceptional customer service by listening, meeting and actioning customer queries and complaints via phone for both consumer card and retail banking customers while meeting/exceeding the minimum 80% requirement for all scorecard KPIs.

Education

Bachelor of Science - Business Management

St. Joseph's College of Quezon City
Manila, Philippines
04.2001 -

Bachelor of Science - Industrial Design

DLSU College of St. Benilde
Manila, Philippines
04.2001 -

High School Diploma -

Colegio San Agustin, Makati
Manila, Philippines
04.2001 -

Skills

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Accomplishments

    ANZ Platinum Awardee 2022

    Australian & New Zealand Chamber of Commerce DE&I Committee Member

    Citibank APAC Operations & Technology Breakthrough Participant, Top Rated VP 2014-2015

    Citibank Star Awardee for Remarkable Sales Achievement 2013

    Citibank Asia Pacific Champions Forum Awardee 2013

    Citibank Asia Pacific Annual CitiPhone Excellence Awardee 2008


    Other Awards

    Citibank Progress Award - Melanie "Chatbot" 2016-2017

    Citibank Digital Sales "Loan-on-Phone" 2016

    Citibank Intelligent Bypass (IVRS) Inbound Sales 2013-2014

    Citibank Next Best Offer - Propensity Based Sales 2012

    Citibank Digital Field Sales - IPad Application 2010

Timeline

Director Commercial Account Development, ICS ANZ

American Express
03.2021 - Current

Director Commercial Sales, ICS ANZ

American Express
01.2019 - 03.2021

Senior Vice President Remote Channels

Citibank
07.2017 - 09.2018

Vice President Voice Operations

Citibank
01.2014 - 07.2017

Assistant Vice President Sales Leveraging

Citibank
07.2012 - 01.2014

Manager Business Development Citigold Acquisitions

Citibank
03.2010 - 07.2012

Manager Alternative Channels Marketing

Citibank
04.2009 - 03.2010

Assistant Manager Consumer Cards Team Manager

Citibank
08.2007 - 06.2008

Assistant Manager Retention Team Manager

Citibank
06.2006 - 04.2009

Assistant Manager Sales & Productivity Analyst

Citibank
10.2005 - 08.2007

Authorized Signatory CitiPhone Officer

Citibank
10.2001 - 10.2005

Bachelor of Science - Business Management

St. Joseph's College of Quezon City
04.2001 -

Bachelor of Science - Industrial Design

DLSU College of St. Benilde
04.2001 -

High School Diploma -

Colegio San Agustin, Makati
04.2001 -

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Jericho ValenzuelaICS ANZ, Director - Commercial Account Development, Manila