Kiefer Ninonuevo
Operations Manager
San Pedro
Summary
Experienced operations manager skilled in effectively managing stakeholders, projects, optimizing headcount, and conducting thorough needs analysis. Proven track record of successfully overseeing operations to drive efficiency and productivity. Adept at identifying opportunities for process improvement and implementing strategic initiatives to achieve organizational goals. Strong leadership abilities combined with excellent communication and problem-solving skills. Committed to delivering exceptional results and driving continuous improvement in operational performance.
Overview
13
13
years of professional experience
8
8
Certifications
Work History
Operations Manager
Sun Life Financial
06.2021 - 10.2024
- Manages a team of 100 FTEs and handled day to day operations for a Canadian healthcare campaign
- Ensures SLA attainment of 70%, and SL attainment of 70:30 - 70% of calls must be answered In 30 seconds
- Coaches team leaders on root cause analysis, coaching structure, growth and development, and escalations
- Main focal lead for recruitment and ensured to land 204 FTEs for 2022
- Main business partner for the training department to ensure proper staffing, capacity, and support ratio
- Ensures a 70:30 skilling ratio to manage service levels and site transfer rates
- Main tableau champion for the business and identifies gaps in data
- Ensures proper skilling timeline for all new hires
- Manages attrition by improving regularization success rates for new hires resulting in a reduction for infant attrition
- Main lead for engagement to ensure activities and events are executed to improve employee morale
- Six Sigma Green Belt Trained
- Started an Upskill Proficiency Project and currently in the 'Improve' phase
Senior Learning Consultant
Sun Life Financial
10.2018 - 05.2021
- Received the 'Outstanding Support' award in Q4 of 2020
- This is a recognition award from Operations for outstanding contributions on the 2020 New Hire Proficiency Project Stream 2 and for the outstanding new hire learning academy performance of Manila in 2020
- Six Sigma Green Belt Trained
- Started an AHT Project (was able to finish up until the 'Analyze' phase), which is currently 'On Hold' as of the moment
- Spearheaded all the Manila Learning Academy classes from Q1 to Q3 of 2020
- Was able to increase the LA throughput to 82%
- Facilitated the 'Leadership Call Listening', this is an initiative of ASCP 3.0 where we play random calls with different leaders and executives (Band 7 up) to identify opportunities in optimizing our client experience
- Subject Matter Expert for the 2019 New Hire Onboarding project in Manila
- Identified gaps on the overall end to end onboarding process and improved AHT to Target from 145% in 2018 to 102% in 2019
- Started a virtual Learning Academy support plan in 2020, which was eventually mirrored by the ongoing 2020 New Hire Proficiency Project
- Started performance sustainability sessions with Team Leaders to maintain new hire performance coming from Learning Academy up until their 90th day in Operations
Learning Consultant
Sun Life Financial
03.2015 - 09.2018
- GEM Awardee for Q4 2017 because of outstanding efforts displayed in delivering high-quality training for Group Benefits and Group Retirement Services
Group Benefits Subject Matter Expert
Sun Life Financial
06.2014 - 02.2015
- Performs end-to-end tasks for both Operations and Training - Conducts daily pre-shift huddles from Opening until Closing shift
- Updates, maintains and creates trackers for AHT, SQM, Quality, Adherence, etc
- Sends daily communications to the Manila distro about best practices, tips and quality reminders
- Provides coaching and call listening sessions to drive CCR performance - Assists new hire and upskill training sessions
- Take phone calls if needed
Group Benefits Client Care Representative
Sun Life Financial
11.2013 - 05.2014
- Answers around 60-80 calls daily for members and dental/medical providers inquiring about coverage and claim concerns
- Helps with our Click2Chat (Chat Support) queue if needed
Customer Service Representative
APAC Customer Services
06.2011 - 10.2013
- Answers around 80-100 calls daily for and dental providers inquiring about coverage and claim concerns (Anthem Blue Cross)
Education
Bachelor's Degree - Mass Communications
Pamantasan ng Lungsod ng Maynila
Manila, IntramurosSkills
Managing Projects and Key Initiatives
Certification
Six Sigma Green Belt (Trained)
Timeline
Operations Manager
Sun Life Financial
06.2021 - 10.2024
Senior Learning Consultant
Sun Life Financial
10.2018 - 05.2021
Learning Consultant
Sun Life Financial
03.2015 - 09.2018
Group Benefits Subject Matter Expert
Sun Life Financial
06.2014 - 02.2015
Group Benefits Client Care Representative
Sun Life Financial
11.2013 - 05.2014
Customer Service Representative
APAC Customer Services
06.2011 - 10.2013
Bachelor's Degree - Mass Communications
Pamantasan ng Lungsod ng Maynila
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