PATRICIA D. MACALINAO
Makati City,Philippines
Summary
Strategic Manager with over 10 years of experience leading teams in Financial and Telco programmes. Drives performance across multiple business lines by delivering on KPIs and SLAs through operational oversight and financial management. Champions process innovations and risk management, enhancing service quality and profitability. Collaborates with cross-functional teams to generate revenue growth and prioritises team development and client partnerships.
Overview
1
1
Certification
12
12
years of professional experience
Work History
Contact Center Manager/Operations Manager (SOM Level)
Teleperformance
Makati, Philippines
06.2023 - Current
- Oversaw operations and performance management for mid-large-scale group at TP FIS Global (16 LOBs). Delivered business KPIs and client SLAs, managed Operations Managers, and implemented coaching and development plans for succession pipeline.
- Managed labour budgets and costs to enhance operational efficiency and profitability. Collaborated with WFM, Training, Quality and support groups to optimise workforce capacity and planning.
- Managed client partnerships and escalations while ensuring quality, compliance, and risk management. Fostered employee engagement and retention through continuous improvement initiatives and identification of performance gaps.
Operations Manager
FIS Global Services
Makati, 2332
10.2019 - 06.2023
- Manage Operations end to end delivery of business and Client KPIs
- Drove improvements in service levels, productivity, quality, efficiency, and customer experience across operations
- Partnered with WFM, clients, senior leaders, and cross-functional teams to optimise staffing capacity and enhance service quality
- Lead performance reviews and action planning across multiple operations teams
- Managed Team Leaders and developed talent for succession planning
Senior Operations Manager
Alorica Inc Philippines
Pasay, Philippines
09.2017 - 08.2019
- Oversaw daily operational functions to enhance efficiency, ensure procedural compliance, and maintain performance consistency in tech and billing LOBs.
- Partnered with clients and support groups to implement processes, manage risks, develop team capabilities, suggest improvements, and achieve KPI targets.
- Conducted regular performance reviews to identify improvement areas and implement corrective actions.
Operations Manager
Alorica Inc Philippines
Pasay, Philippines
03.2015 - 07.2017
- Optimised organisational resources to align operational needs with budgetary guidelines, ensuring quality standards and business requirements were met.
- Monitored daily BPO operations and staff performance, identified performance gaps, and implemented plans to enhance effectiveness.
- Conducted risk assessments, mitigating potential issues before they impacted business operations.
Education
Bachelor - Library and Information Science
University of the Philippines
01-2006
Skills
- Strategic Planner Problem Solver Collaborative Adaptable Reliable Organised People Management
- Leadership skills
- Team development
- Problem Solver
- Collaborative
- Adaptable
- Reliable
- Organised
- Strategic Planner
- People Management
Certification
- Six Sigma Yellow Belt Certified
- Business Analytics Financials 101 Certified
- Manager Foundation Training Certified
Accomplishments
- Partnered with Support Function roles to complete the rebadge of FIS LOBs to FSL | June and July 2026
- Partnered with Project Management team to relocate FIS LOBs from Ayala to MOA site| 2025
- Partnered with Client Services and Transformation to complete the AHT Adjustment Project | 2025
- Successfully led and migrated FIS GreenDot TPPH System Migration | 2024
- Partnered with Support team for the successful FIS GreenDot PH transition to Teleperformance | 2023
- Above and Beyond Awardee | FIS Global | 2021 and 2022
Websites, Portfolios, Profiles
http://linkedin.com/in/patricia-macalinao
Websites, Portfolios and Profiles
http://linkedin.com/in/patricia-macalinao
Timeline
Contact Center Manager/Operations Manager (SOM Level)
Teleperformance
06.2023 - Current
Operations Manager
FIS Global Services
10.2019 - 06.2023
Senior Operations Manager
Alorica Inc Philippines
09.2017 - 08.2019
Operations Manager
Alorica Inc Philippines
03.2015 - 07.2017
Bachelor - Library and Information Science
University of the Philippines