LIEZL DURAN
Assistant Vice President
Commonwealth, Quezon City
Summary
Focused Operations leader with 22 years of success in designing customer-oriented programs and developing high performing service-oriented teams in the Card Payment in the BFSI industry (Customer Care, Payment, Fraud, Disputes, etc). Accomplished in working with organizational leaders to establish business goals and devise strategies driving revenue generation and business growth. Proven track record in creating scalable customer service operations and leveraging transparency to nurture relationships with clients/customers.
Operations professional with proven track record in optimizing processes and driving operational excellence. Known for fostering collaborative environment and delivering consistently high results. Expertise in strategic planning and resource management, adapting to dynamic business needs seamlessly.
Overview
23
23
years of professional experience
4
4
years of post-secondary education
12
12
Certifications
Work History
Assistant Vice President of Operations
Genpact
Quezon City, Metro Manila, Philippines
03.2024 - Current
- Mentored junior staff members, fostering an environment of continuous learning and professional development.
- Facilitated the implementation of new technologies to drive innovation within the organization while maintaining operational excellence.
- Collaborated with senior leadership to develop long-term strategies for increased profitability and sustainability.
- Directed risk management efforts by identifying potential threats, developing contingency plans, and implementing preventive measures to mitigate risks.
- Optimized resource allocation by assigning tasks based on skill sets, availability, and project priorities.
- Increased overall efficiency by analyzing existing systems and recommending improvements in line with best practices.
- Spearheaded process improvement initiatives that led to increased operational efficiency across all departments without compromising quality or service levels.
Director Operations
Hinduja Global Solutions
Quezon City, Philippines
09.2019 - 06.2023
- Monitors over 250-500 employees' day-to-day activities and made plans to rectify issues
- Monitored budget and utilized operational resources
- Set team and individual KPIs and provided regular, actionable feedback
- Increased profit margins by 27%+ in FY21 & FY22 by establishing goals, overseeing performance and mentoring staff
- Oversees full scope of Operations and to direct staff in areas of Operations & Performance Management, People Management, Revenue Profit and Cost management, Client Services, Training & Process Management, Leadership, Strategy and Organizational/Program safety and Security
- Lead execution of programs and strategies by coordinating efforts through all concerned operations and support groups
- Manage all assigned accounts with focus on achieving defined business goals and objectives through coordination and partnership with key business partners
- Facilitates meetings with higher management, peers, clients, groups of other departments or with subordinates
- Develops, implements, and communicates long-term objectives of organization to program units
- Sets goals with high level management team, makes decisions and maintains results orientation
- Takes corrective actions whenever goals are not met
- Ensures that department’s objectives are aligned with organization’s objectives
- Reviews daily performance activities to ensure that objectives are met
- Conducts performance discussions with program operations & support managers
- Identifies strategic issues facing functional area or responsibility
- Provides complete analysis and appropriate recommendations to superiors aimed at resolving issues encountered at own level
- Participates in interviewing and hiring of call center managers
- Aids call center heads to understand how to use tools that measure their unit’s performance
- Recognize and reward Customer Care Professionals, Managers, Team Leads, Trainers, and Team performance
- Identify growth opportunities for staff and encourage participation
- Provide guidance and direction to staff including hiring, disciplinary action, staff development, goal formulation and performance review
- Manages direct reports’ behavior and implements necessary reinforcement or disciplinary action
- Prepares and implements development plan for managers
- Provides coaching and counseling as necessary
- Delegate tasks and monitors execution; takes corrective action in cases where delegation fails
- Implements organization’s succession planning system
- Revenue, Profit & Cost Management
- Overall responsibility of managing Cost Center
- Demonstrates sound fiscal management in achieving profitability goals to EBITDA level and proactive cash flow management
- Strong operations management capabilities coupled with strong profit orientation- both top line and bottom line consciousness as well as strong adherence to “cost – value”
- Identifies areas of opportunities to reduce overall cost with increasing efficiency across program
- Analyze deviations from budget to actual Financials and come up with action plans and remedial measures to augment negative variance
- Develop and maintain positive relationships with client through regular communication on ongoing basis via – email, meetings, Conference calls and face-to-face meetings
- Act as Primary point of Contact for all communication
- Preparing for and participating in client visits to center
- Proactively partners with client to deliver cost effective, value add, and quality solutions
- Act as ambassador for promotion of Philippines and HGS as location for development of new service offering to prospective new businesses as well as for expansion of existing portfolio/businesses
- Partners with Training Manager / Director in continually improving delivery of client-provided program training, identify potential process improvement projects, performs trend analysis and develops projects/initiatives in line with business imperatives and goals
- Partners with HR and other key corporate support organizations to ensure training and development needs support business objectives
- Partners with Human Resources (HR), external partners/vendors and corporate support teams to ensure that HGS’ Training methodologies, tools, policies and standards meet or exceed current standards being adopted across industry
- Partners with HR in creation and delivery of leadership Training and development for support staff
- Guides Training and Development Manager in supervising, coaching and development of Training staff and business initiatives related to Training
- Works closely with Process Improvement Manger and Business Excellence Director in identifying and help execute training requirements as well as reviewing Quality performance related Projects of Call Center Managers
- Ensures consistent and appropriate application of corporate policies
- Champions and advocates position of organization
- Espouses and advocates corporate culture through behavior modeling
- Strategic Role
- Protects organization’s assets by upholding principles of Quality Information Security Management System (QISMS)
- Ensures confidentiality, integrity, and availability of information critical to fulfilling organization’s business functions
- Observes and adheres to client’s security requirements under PCI DSS standards
- Remain compliant with relevant business, local and international regulatory and legislative requirements
Value Generation Lead, Sr. Manager
Hinduja Global Solutions
Quezon City, Philippines
07.2018 - 09.2019
- Overall Site Lead for Value Generation / Sales Metrics
- Implement and govern compliance to Sales Practices Policies
- Established performance against sales KPIs and ensures metrics are delivered by Coaches, Team Leaders, Managers and Site Directors
- Attend weekly performance weekly/monthly/quarterly meetings with Value Generation team of AMEX
- Perform and facilitate daily/ weekly calibrations at site and enterprise level
- Come up with action plans and strategies that support overall success at site
- Analyze performance based on trends and accordingly come up with actions to mitigate negative impact of foreseen challenges
- Reports and analyze sales performance trends
- Provide regular performance trends and updates to partner and organization leaders – CEO, COO, VP and other executive leaders
- Monitor Sales Coaches, Team Leaders and Operations Managers performance and outcomes on daily basis
- Partner with Value Generation leads and project managers across 7 sites of enterprise
- Increased partner revenues and increased ranking to #1 against 8 other competitors
- Developed proposals and presentations for internal and external audiences
- Provided strong leadership to enhance team productivity and morale
- Recommended and implemented successful strategies to maximize revenue
- Implemented productivity benchmarks across all departments to maximize company revenue
- Maintained frequent interaction with senior management to measure goal achievement and determine areas of improvement
- Reviewed and analyzed reports, records and directives to obtain data required for planning department activities
- Implemented and developed operational standards, policies and procedures
- Held monthly meetings to create business plans and workshops to drive successful business
Senior Operations Manager
Hinduja Global Solutions
Quezon City, Philippines
04.2017 - 09.2019
- Managed average of 60 calls per day for 300+ representatives
- Held monthly meetings to create business plans and workshops to drive successful business.
- Developed and implemented new filing systems to improve organizational efficiency and productivity.
- Executed appropriate staffing and budgetary plans to align with business forecasts.
- Implemented and developed operational standards, policies and procedures.
- Implemented and developed operational standards, policies and procedures
- Developed proposals and presentations for internal and external audiences
- Brainstormed and developed sales strategies to achieve short and long term sales revenue objectives
- Maintained frequent interaction with senior management to measure goal achievement and determine areas of improvement
- Ordered new equipment and inventory and scheduled repairs for damaged equipment
Compliance Manager and Process Owner
Hinduja Global Solutions
Quezon City, Philippines
09.2014 - 03.2018
- Responsible in validating effective deployment and alignment of Client-Specific Privacy policy with
- Organizational Privacy Policy
- Responsible in ensuring that privacy policies and procedures to protect confidentiality of Nonpublic Personal
- Information are communicated and understood by team
- Conducts periodic inventory of all important asset associated with each information System
- Ensures protection of individual assets and ensure understanding team on security processes and control
- Identifies risks and appropriate controls associated with identified assets
- Monitors significant changes in exposure of information assets to major threats
- Reviews information security incidents
- Assesses adequacy and coordinates implementation of specific information security within area of responsibility
- Promotes visibility of business support for information security throughout engagement
- Report security incidents as quickly as possible and coordinates with Security Officer for control effectiveness review and prevention plan
- Encourage team members to report any observed or suspected security weaknesses in, or threats to systems or services
- Ensures resources are provided and controls are implemented
- Agrees to specific roles and responsibilities to establish, document and implement ISMS within area of responsibility
- Enables Privacy Officer in developing, implementing, and maintaining GLBA Compliance
- Program and Information Security governance within Operations
- Conducts regular updates on organization policies and procedures
- Monitors and reviews effectiveness of documented management system and ensures that all security procedures within area of responsibility are carried out correctly to ensure compliance with security policies and standards
- Responsible in implementing controls.
- Prepared and presented comprehensive reports to upper management and audit team, covering issues and recommendations
- Delivered subject matter expertise for internal and external customers on compliance best practices and quality control
- Backed data security and information privacy efforts
- Publicized health and safety program requirements and mentored employees on critical nature of compliance
- Managed compliance efforts, reporting and audits
- Delivered and tracked program training for associates and supervisors to safeguard continuing business relationships
- Maintained effective working relationships with regulatory authorities, suppliers and customers
- Consulted with clients on best practices and served as project manager for all process improvements and regulatory initiatives
- Liaised with clients to identify and target inefficiencies in areas of risks and business controls, process gaps and workflow discrepancies
- Audited food safety practices to evaluate performance and deliver effectiveness of preventive controls
- Reviewed documents, files, transcripts and other records to assess compliance and potential risk
- Facilitated company-wide review of personnel wage and hour practices
- Played instrumental role in company-wide risk assessment efforts, supporting enhancements in business processes and controls
- Verified consistency in quality planning, quality control, quality insurance and quality improvement
- Collaborated with contract team to review client contracts and facilitate personnel compliance training
- Drove optimization of regulatory risks management, control testing and process improvements
- Executed corporate food safety strategies, policies and procedures
- Conducted quarterly audits of environmental management compliance
- Prepared records and data for regular audits
Manager
Hinduja Global Solutions
Quezon City, Philippines
04.2013 - 03.2017
- Handled 8 - 10 Team Leaders with 12-15 representatives
- Monitoring and ensuring that productivity metrics are met
- Meeting contractual client operations, quality & security service level agreements
- People Development
- Creating Employee wellness and quality of life in workplace
- Action Plan Creation & Implementation
- Adherence and delivery of Shift Management, Quality Management/ Standards Compliance and Staff Development functions
- Operations Manager must also be prepared to give high priority to being people developer and to exhibit supporting behaviors associated with being coach, facilitator and mentor.
- Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
- Controlled costs and optimized spending via restructuring of budgets for labor, capital assets, inventory purchasing and technology upgrades.
- Maintained professional, organized and safe environment for employees and patrons.
- Accomplished multiple tasks within established timeframes.
- Onboarded new employees with training and new hire documentation.
- Delivered feedback to decision-makers regarding employee performance and training needs.
- Maximized performance by monitoring daily activities and mentoring team members.
- Kept detailed records of daily progress to identify and correct areas needing improvement.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Performed statistical analyses to gather data for operational and forecast team needs.
- Recruited and hired top performers to add talent and value to department.
Training Manager
Hinduja Global Solutions
Quezon City, Philippines
04.2015 - 12.2015
- In-charge of Training Delivery and adherence to training SLAs from New Hire to Post Certification
- Ensured that account meets training (Product /Process Trainings) effectiveness target
- Conduct weekly/monthly performance review
- Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals
- Reduced process bottlenecks by training and coaching employees on practices, procedures and performance strategies
- Maintained professional, organized and safe environment for employees and patrons
- Accomplished multiple tasks within established timeframes
- Evaluated employees' strengths and assigned tasks based upon experience and training
- Onboarded new employees with training and new hire documentation
- Delivered feedback to decision-makers regarding employee performance and training needs
- Kept detailed records of daily progress to identify and correct areas needing improvement
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground
- Performed statistical analyses to gather data for operational and forecast team needs
- Recruited and hired top performers to add talent and value to department
- Alternated training methods to diversify instruction, strengthen learning opportunities and enhance program success
- Conducted orientation sessions and organized on-the-job training for new hires
- Coordinated technical training and personal development classes for staff members
- Developed departmental systems and procedures to better align workflow processes
- Organized and edited training manuals, multimedia visual aids and other educational materials
- Led daily, weekly and monthly coaching, counseling and feedback sessions
- Tested all training software and hardware prior to commencing training programs
- Applied adult learning and performance expertise to assess behavioral issues impacting work performance
- Assessed skill gaps for employees and developed training courses to meet identified needs
- Trained new hires to perform cross-training exercises with experienced workers
- Directed training programs and development paths for managers and supervisors
- Developed surveys to identify training needs based on projected production processes and changes
- Managed new employee orientation training process for more than 300 employees
Shift Manager
Hinduja Global Solutions
Quezon City, Philippines
04.2012 - 03.2013
- Meet needs of business - in terms of service, quality, customer satisfaction, compliance, revenue, and others
- Meet development needs of their reporting people – in terms of skill improvement, professional growth and development, and others
- (Primarily manages CCPs under outlier program.)
- Trained and mentored new employees to maximize team performance
- Managed schedules, accepted time off requests and found coverage for short shifts
- Excelled in every store position and regularly backed up front-line staff
- Worked closely with team members to schedule breaks and shifts to meet state regulations
- Advised new employees on company procedures and policies to facilitate daily tasks and responsibilities
- Cooperated with coworkers to improve customer experience and manage storefront
- Checked building to confirm maintenance and cleaning met code and regulations
- Assisted management team in developing and creating welcoming atmosphere for crew members to voice complaints
- Exercised composure under pressure and in escalated customer service scenarios
- Evaluated performance, adjusted strategies and maintained agile, sustainable operations
- Consistently exhibited calm demeanor during periods of high volume or unusual events to keep store operating smoothly and set positive example for shift team
- Kept employees operating productively and working on task to meet business and customer needs
- Coached crew members to optimize performance and motivate toward more efficient work
- Adhered to company standards and compliance requirements for operations and cleanliness of areas
- Trained back-up associates and led crew members in managing operations of storefront
- Recruited and interviewed candidates for management to evaluate readiness and fit for position
- Supervised employees and oversaw quality compliance with company standards for food and services
Team Leader
Hinduja Global Sloutions, Ltd
Quezon City, Philippines
02.2006 - 04.2012
- Led team of 13-15 members while providing exceptional customer service
- Daily monitoring of CCPs quality & productivity metrics by utilizing reports and database available
- Implements floor management policies in order to ensure adherence to service level agreements between client
- Participated in cross-functional team-building activities
- Answers questions while CCPs are on-line and provide assistance in cases of technical problems experienced by team members
- Responds to requests for customer not to be recorded
- Ensures that coaching and huddle schedules on daily basis are carried out
- Ensure CCP adherence to schedules – shift schedule and off phone schedules
- Ensure that Team Leader checklist is completed daily and submitted weekly to respective leader
- Escalate issues to Operations Manager or Shift Manager
- Ready to take calls on high volume days
- Accomplish monitoring requirements as needed
- Provide timely and accurate updates to representatives thru scheduled coaching time and/ or ad hoc for Hotline behaviors and/or non-compliance errors
- Carryout process related activities within prescribed turn-around time (financial adjustments, down time forms review & approval, etc.)
- Ensure that hotline behaviors & non-compliance errors are coached within turnaround time
- Ensures that all monitored calls are reviewed within turnaround time
- Attend calibrations and alignment meetings with support groups (Business Excellence and/ or Training)
- Knows and follows existing internal and external processes
- Carryout disciplinary action documents on timely manner
- Adherence to work schedule
- Manage and resolve CCPs’ HR related concerns
- Ensure high team morale by carrying out team bonding activities
- Coach CCPs and provide feedback on weekly performance as evidenced by signed coaching log
- Complete one-on-one feedback sessions with CCPs, which can include counseling for disciplinary purposes (Ensure high motivation with low disciplinary actions)
- Cascade process/ product updates to CCP on timely manner
- Do trend/ call handling analysis on team's calls for coaching and action planning
- Create specific Individual Development Plans for CCPs over given period of time
- Effectively cascade internal & client-related policies and programs to CCPs on a timely manner
- Generates individual semi-monthly Employee Attendance Records via Global ESS
- Reflects approved changes on schedules
- Conducts yearly performance appraisals
- Investigates and validates violations Code of Conduct, recommends and serves corresponding disciplinary action
- Performs special assignments or handle projects as delegated by leaders
- Submit reports as needed
- Weekly Coaching logs
- Weekly Huddle Agenda
- Weekly & Monthly Team Performance Reviews
- Yearly Performance Appraisal for each CCP
- Job Leveling, IDPs Monthly EXCEED Nominees
- Monthly Pay for Performance validation (P4P)
- Subject Matter Expert (SME)
- Assisted with new hire processing and existing training programs
- Built strong relationships with customers through positive attitude and attentive response
- Coordinated weekly meetings for internal and external groups
Subject Matter Expert
Hinduja Global Solutions
Quezon City , Philippines
06.2005 - 06.2006
- Designed and prepared technical reports, studies, and related documentation.
- Analyzed business problems, identifying root causes and developing robust solutions.
- Worked with multidisciplinary teams in new product rollout, effectively addressing inquiries and troubleshooting issues.
- Developed and presented business cases, presentations and reports to senior management.
Customer Service Representative
Hinduja Global Solutions
Quezon City , Philippines
06.2003 - 12.2004
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services, and company information.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Education
Bachelor's/College Degree - Mass Communications
Far Eastern University
Philippines 06.1998 - 03.2002
Skills
Business operations expertise
Operations management
Business analysis
Workforce planning
Cross-functional coordination
Certification
HGS Trainings & Workshops
Timeline
Assistant Vice President of Operations
Genpact
03.2024 - Current
Director Operations
Hinduja Global Solutions
09.2019 - 06.2023
Value Generation Lead, Sr. Manager
Hinduja Global Solutions
07.2018 - 09.2019
Senior Operations Manager
Hinduja Global Solutions
04.2017 - 09.2019
Training Manager
Hinduja Global Solutions
04.2015 - 12.2015
Compliance Manager and Process Owner
Hinduja Global Solutions
09.2014 - 03.2018
Manager
Hinduja Global Solutions
04.2013 - 03.2017
Shift Manager
Hinduja Global Solutions
04.2012 - 03.2013
Team Leader
Hinduja Global Sloutions, Ltd
02.2006 - 04.2012
Subject Matter Expert
Hinduja Global Solutions
06.2005 - 06.2006
Customer Service Representative
Hinduja Global Solutions
06.2003 - 12.2004
Bachelor's/College Degree - Mass Communications
Far Eastern University
06.1998 - 03.2002