Stanly Stephen Soriano
Rizal
Summary
Financial service professional with extensive and combined experience in the field of customer service and banking operations. Effectively manage multiple, high-priority projects and take pride in providing exceptional customer service. Proven ability to function in a customer service role and back-office process-driven environment, with broad knowledge and experience in various banking and treasury roles. I aim to be a part of a stable and international company that will help expand my skills and knowledge that will contribute to my career progression.
Overview
19
19
years of professional experience
Work History
Service Innovation, Retention and Engagement
Wonolo
03.2025 - 05.2025
- Committed to fostering ongoing job growth by collaborating with cross-functional teams to build trust and align daily operations with organizational goals. Skilled in managing targeted communications, supporting compliance activities, processing job and customer requests, and executing operational tasks to ensure efficient job management and service delivery.
- Proven ability to learn quickly and adapt to new situations. New tools and CRM learned such as Slack, Jira, Admin and Looker.
Manager for Operations – SME
HSBC Electronic Data Processing
09.2019 - 02.2025
- Primary responsible for monitoring all queues accurately and efficiently while maintaining controls in accordance with procedures.
- Main contact point for escalations dealing with complex items and investigations. Provides timely & accurate responses to any inquiries raised by internal or external stakeholders.
- Demonstrate an understanding of FIM requirements, Business Partner & local procedures and Audit controls.
- Demonstrate a positive approach to the change process, training and development, transfer knowledge and participate in cross-training activity within the process and across departments in order to ensure that process and department have sufficient contingency.
- Management Information (MI), other required data, and communication are completed accurately in the prescribed manner on a timely basis to support performance statistics/reports/returns.
- To continually assess operational risk associated with daily work and risks inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructuring, and the new technology's impact. Work is processed and completed within timescales in accordance with procedures.
Team Leader
HSBC Electronic Data Processing
10.2017 - 09.2019
- Manages a team of 7 FTEs supporting the Hong Kong Reconciliations and Settlements team.
- Manages tasks allocation and sets priorities for the team to comply with the set Service Level Agreements.
- Ensure regular touch base with staff, motivate and guide officers in their daily activities. Work hand in hand in improving both technical & soft skills that are useful for career progression.
- Responsible for creating a solid contingency plan for the team to ensure sustainability and resiliency.
- Take lead on regular catch-up with my business partners to monitor challenges as well as any significant changes that may have an adverse impact on the processes.
- Ensure compliance with the rules and procedures in-line with the departmental and FIM.
- Closely monitor and observe process workflow and formulate proposals for improvements.
Assistant Manager for Operations
HSBC Electronic Data Processing
02.2015 - 10.2017
- Primary responsible for monitoring all queues accurately and efficiently while maintaining controls in accordance with procedures.
- Main contact point for escalations dealing with complex items and investigations. Provides timely & accurate responses to any inquiries raised by internal or external stakeholders.
- Demonstrate an understanding of FIM requirements, Business Partner & local procedures and Audit controls.
- Demonstrate a positive approach to the change process, training and development, transfer knowledge and participate in cross-training activity within the process and across departments in order to ensure that process and department have sufficient contingency.
- Management Information (MI), other required data, and communication are completed accurately in the prescribed manner on a timely basis to support performance statistics/reports/returns.
- To continually assess operational risk associated with daily work and risks inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructuring, and the new technology's impact. Work is processed and completed within timescales in accordance with procedures.
Global Support Executive
HSBC Electronic Data Processing
10.2010 - 02.2015
- Primary responsible for ensuring the accuracy and validity of the financial data recorded of inward and outward confirmation where confirmation matches on certain platforms.
- Responsible for chasing Front Office, traders and counterparty for confirmation and received documents are routed to the relevant offshore trade support team.
- Monitor unconfirmed trades including SWIFT, CLS, NDF and Electronic Matching trades requiring chasing or escalation in accordance with procedures.
- Assisting clients in ensuring that the static data setup and their account detail on-board are correct.
- Process productivity and quality targets are achieved, and a high level of customer service is maintained at all times. Issues/problems are fully resolved or escalated, as appropriate. Appropriate action is taken to prevent a recurrence.
- Problem situations are proactively identified, resolved, and escalated to give maximum customer satisfaction.
Financial Collections Representative
HSBC Electronic Data Processing
01.2009 - 10.2010
- The primary objective is to collect from delinquent accounts (1 to 35 days past due), collect solid promises and commitments, evaluate and offer Extension or deferral programs based on client-mandated criteria to obtain payments and/or negotiate appropriate resolutions on customer accounts.
- Review and analyze financial situations and arrange repayment programs within procedural criteria. Adjust fees in accordance with company policy.
- Verifies and updates customer account information. Maintains documentation of all customer contact and location information via the online collection system.
- Cancels credit privileges of customers that violate policies and payment agreements.
- Ensures 100% compliance to all government regulations, policies and procedures provided.
- Analyzes and presents payment and account histories to customers, settling disputes and conflicts based on customer accounts.
- Observes and learn the methods used in successfully collecting delinquent accounts and develop the skills that are required to meet the expectations of a collector.
- Will be measured through quality call monitoring and production matrix, such as Customer Commitments Received against Customer Commitments Fulfilled.
Team Lead – Telesales Associate
ICT Group
03.2006 - 01.2009
- Highly focused on ensuring a service-oriented and professional working environment by supervising the performance of team members and executing necessary actions for their motivation when required.
- Looking constantly for development as well as continuous improvement for the entire team and striving for new ways continually, to increase the opportunities of sales.
- Exceeding and meeting departmental objectives, including conversion targets, and lead generation.
- Carrying out team meetings and actively participating in the monthly and weekly meetings. Documenting general reports on each team member’s performance and targets as well as ensuring that they exceed the targets.
- Monitoring, organizing, and coaching the team on a day-to-day basis.
- Creating a sense of ownership within the employees and resolving employee issues, if any.
Education
Bachelor of Science - Civil Engineering
Roosevelt College
Cainta, Rizal07.2003
Skills
- Payments Processing, Compliance and Screening
- Risk and Control and Root cause analysis
- Change and Process Mapping
- Trade Confirmation and Matching
- Process Migrations and Business Continuity Planning (traveled to Hong Kong, Malaysia and India)
- Training and Team-based problem solving
- Account and Static Management
- Complaint Handling and Resolution
- Customer Service
- TLM and TCM
- COAST, Easyway and other financial applications
- Electronic Matching – (Misys, GTSS, and FXALL)
- Perfect Match (P-Match)
- REUTERS
- OTP Calypso
- On-Demand
- Microsoft Applications
References
References available on request.
Timeline
Service Innovation, Retention and Engagement
Wonolo
03.2025 - 05.2025
Manager for Operations – SME
HSBC Electronic Data Processing
09.2019 - 02.2025
Team Leader
HSBC Electronic Data Processing
10.2017 - 09.2019
Assistant Manager for Operations
HSBC Electronic Data Processing
02.2015 - 10.2017
Global Support Executive
HSBC Electronic Data Processing
10.2010 - 02.2015
Financial Collections Representative
HSBC Electronic Data Processing
01.2009 - 10.2010
Team Lead – Telesales Associate
ICT Group
03.2006 - 01.2009
Bachelor of Science - Civil Engineering
Roosevelt College