Maria Ana Laureana Alsaga
Strategic Operations Director
Quezon City
Summary
Seasoned Operations Director and talented leader with 21 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
24
24
years of professional experience
7
7
years of post-secondary education
Work History
Global Head of Process Advisory
HSBC Electronic Data Processing - Lending Services Operations
Quezon City , Philippines
04.2019 - Current
- Strategic and results-oriented leader with proven track record in providing operational support and driving strategic initiatives to enhance efficiency, productivity, and organizational performance. Skilled in developing and executing operational strategies, optimizing processes, and leading cross-functional teams to achieve business objectives.
- Successfully transitioned 750 roles to 3 new locations and resolve concentration risk through sufficient spread of business footprint across multiple sites, allowing opportunities to create specialized skills sets on technical and language capabilities. Additional benefits included enhanced on-boarding process and system approvals, digital training and accreditation. This has also gained USD150K saves.
- Helped to deliver $18.5M savings on vendor costs by working with procurement to renegotiate third party contracts.
- Launched multiple robotic tools like Blue Prism, Alteryx and Queue-Track that saved over 75 FTEs from 2020 to 2023.
- 15% increase in Straight Through Processing rate by leveraging on existing digital platforms, working collaboratively with Product Teams and creating fungible resources.
- Implemented several reporting dashboards that saved 30% of People Manager's time. This allowed them to focus on coaching their teams more rather than generating reports manually.
- Launched first ever First Line Manager Toolkit in Global Lending Operations Team with 80% participation rate at first launch to ensure strong foundation are set for People Managers. This is now being replicated in other business services.
- Participated in team projects, demonstrating ability to work collaboratively and effectively.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Head of Business Services
HSBC Electronic Data Processing - Cards and Loans Operations
Quezon City
09.2017 - 03.2019
- Results-driven and progressive operations leader with proven track record of driving efficiency, productivity, and profitability. Adept at overseeing end-to-end operations, implementing process improvements, and leading cross-functional teams to achieve operational excellence.
- Upon taking over the team of 250 employees, improved stakeholder relationship between service centers and business teams through resolving issues and creating sustainable operations environment with highly skilled individuals. 2000 backlogs were immediately cleared in 3 months and Service levels met for the first time after 1 year of underperformance. Business partners sent positive feedback to the service center for the first time in a long time.
- Implemented various light automation projects within the processes that led to increased employee and customer satisfaction.
- Leveraged on internal talent to build the first ever Cards automation team in Manila to avoid external dependency. Aided other processes, regions, and departments to ensure that the resources are maximized, and best practices are shared. The team is now composed of 10 FTEs that can develop various automation tools like Blue Prism and Alteryx.
- Project lead for the Remote Working Initiative for GSC Philippines, where the site became one of the pioneers in the Philippines market to be approved for implementation by the local regulators. Author of GSC Philippines Remote Working Policy.
- Led the first ever Innovation Week in 2018 for GSC Philippines that created better appreciation and more awareness of the Group Strategy. Event has been attended by over 700 employees and generated 160 ideas to improve processes and procedures.
- Initiated process mapping exercises that resulted to several projects and initiatives to improve efficiency and customer service.
- Collected, analyzed and reported on performance metrics
Site Head KYCS Guangzhou
HSBC Electronic Data Processing China - Know Your Customer Back Office Operations
Guangzhou
08.2016 - 08.2017
- Purposeful and people-oriented leader with proven track record in driving operational excellence while prioritizing positive and inclusive work culture. Adept at leading cross-functional teams, implementing cultural initiatives, and fostering employee engagement to achieve business objectives.
- Created and Implemented Operating Model Governance Document for China team composed of 350 individuals, to ensure demonstration of overall governance of process from hiring, migrations, training to operations.
- Rolled-out realistic Career Path Programs across all roles and levels and transparency on opportunities.
- Implemented Robust Team Leader Training and Staff Training.
- Turned around team performance from low to high in Quality and Productivity, hitting 98% and 110% performance respectively.
- Proved successful working within tight deadlines and fast-paced environment
- Identified issues, analyzed information and provided solutions to problems
- Resolved problems, improved operations and provided exceptional service
Vice President for Operations
HSBC Electronic Data Processing Philippines - Know Your Customer Back Office Operations
Alabang
02.2014 - 07.2016
- Established performance goals for department of 450 employees and provided methods for reaching milestones, as well as, demonstrated proficient leadership skills to motivate employees and build competent teams. One of few VPs at that time to be asked to collaborate with senior management to develop strategic initiatives and long term goals.
- GSC Manila Staff Engagement Lead for 2016, that led multiple events such as family day held at Manila Ocean Park, attended by 3000 employees.
- Received distinction mark in Advance Certification from International Compliance Association and ranked in Top 10 takers across different service centers.
- Project Lead for Productivity Campaign globally for KYC, in charge of marketing, branding and production management structure. Initiated Hybrid big events such as Amazing Race.
- Achieved a status of Learning and Development champion in 2015 & 2016 for GBM, that showcased team's technical understanding of processes and knowledge of company's vision and strategy.
- Led a project to automate extraction and transfer of information between systems, using VBA software, which was equivalent to 5 FTEs.
Assistant Vice President for Operations
HSBC Electronic Data Processing Philippines
Quezon City
12.2006 - 01.2014
- Successfully transitioned to different business services handling both contact centre and back-office operations. These are HSBC Direct Contact Centre, Voice Authorization Centre, COE Telephony, M&S Money Contact Centre Operations, M&S Money, HFCA Contact Centre Operations and HSS Back-Office Operations. This allowed exposure to over 1000 employees.
- Effectively landed process re-migrations of 300 resources from Kuala Lumpur to Manila for UK Global Custody and Sub-custody Settlements and HK Global Custody Settlements processes while managing BAU across multiple time zones.
- Advocate of collaboration model between KL and Manila by spear heading SME forum wherein best practices are shared across both KL and Manila. This has resulted to 20% reduction of errors and operational losses.
- Site Lead for BCP participating in work stream to evaluate current contingency plans in place for all critical functions to establish from business perspective whether these are practical and sufficient.
- Fast-tracked business knowledge build for HSSO Manila by encouraging staff to understand End to End of Custody trade process lifecycle by conducting process walk throughs, scheduling discussion topics at SME Forums, and ensuring staff attend relevant business trainings.
- Promoted continuous improvement culture resulting in several procedural enhancements and increase of staff-initiated process improvements.
- Facilitates client focus discussion sessions with team to promote Client Service.
Operations Manager
HSBC Electronic Data Processing Philippines - HSBC Direct and Voice Authorisation Centre
Quezon City
07.2005 - 11.2006
- Performed multiple roles by leading Quality, Compliance and Academy Teams, while handling teams in Operations.
- Created and Implemented Training and Quality Framework for UK Contact Centre while managing a team of 250 FTEs.
- Conceptualized, developed and implemented process management and improvement initiatives to sustain acceptable degree of required performance and achieve trust of business partners.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines
Operations Manager
Clientlogic Philippiines
02.2002 - 06.2005
- Devised processes to boost long-term business success and increase profit levels.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Top Manager, 2004
- Nominated as Agent of the Year and Consistent Top Seller, 2003
Researcher and Writer
GMA-7 Network Inc. , And ABS-CBN Corporation
Quezon City
04.2000 - 12.2001
- Performed research into story topics to increase knowledge and provide valuable contributions to well-being of viewers.
- Wrote research papers, reports, reviews, and summaries regarding current events.
- Collaborated with leadership team to identify relevant questions and determine best methods of collection.
- Gathered and organized information for research purposes.
Education
MBA - Business Administration And Management
Ateneo Graduate School of Business
Quezon City 09.2022 - Current
Diploma in Language And Literacy - Education
University Of The Philippines Open University
Satellite Office In Diliman 06.2008 - 04.2010
Bachelor of Arts - Mass Communications
St. Paul's College
06.1996 - 03.2000
Skills
Business Operations Knowledge
Excellent Communication
Cultural Awareness
Organization and Time Management
Problem Resolution
Analytical and Critical Thinking
Project Planning
Operational Excellence
Business Process Reengineering
Organizational Development
Incidents Management
Organizational Management
Performance Reporting
Workflow Optimization
Trainings Attended
- Agile Methodology
- Managing At our Best Program
- Operational Excellence Training
- Various Leadership and Development Programs
- Bookkeeping and Basic Accounting, Business Coach Inc.
- International Compliance Association Workshop on Anti-Money Laundering and Sanctions (Distinction Rating), 2013 to 2015
- Various Anti-Money Laundering and Sanctions Training, 2012 - 2016
- Action Learning through the Future Leaders Talent Development Program
- Banking Operation Core Education Programme I & II, 2006 and 2008
- Six Sigma Project Champion Training (Certified in 2007) and Yellow Belt 6 Sigma Training (Certified in 2008)
- 7 Habits of Highly Effective People
- The Five Dysfunctions of a team
- Myers-Briggs Behavioural Assessment Workshop, 2008 and 2011
- Management Training 1-week Course, Facilitated by Lasalle, 2019
- Vendor Management Trainings, 2020 - 2022
References
To be furnished upon request.
Timeline
MBA - Business Administration And Management
Ateneo Graduate School of Business
09.2022 - Current
Global Head of Process Advisory
HSBC Electronic Data Processing - Lending Services Operations
04.2019 - Current
Head of Business Services
HSBC Electronic Data Processing - Cards and Loans Operations
09.2017 - 03.2019
Site Head KYCS Guangzhou
HSBC Electronic Data Processing China - Know Your Customer Back Office Operations
08.2016 - 08.2017
Vice President for Operations
HSBC Electronic Data Processing Philippines - Know Your Customer Back Office Operations
02.2014 - 07.2016
Diploma in Language And Literacy - Education
University Of The Philippines Open University
06.2008 - 04.2010
Assistant Vice President for Operations
HSBC Electronic Data Processing Philippines
12.2006 - 01.2014
Operations Manager
HSBC Electronic Data Processing Philippines - HSBC Direct and Voice Authorisation Centre
07.2005 - 11.2006
Operations Manager
Clientlogic Philippiines
02.2002 - 06.2005
Researcher and Writer
GMA-7 Network Inc. , And ABS-CBN Corporation
04.2000 - 12.2001
Bachelor of Arts - Mass Communications
St. Paul's College
06.1996 - 03.2000