WENSELLE ANNE RAFOLS
Assistant Manager - Operations
Quezon City
Summary
Experienced banking professional with a demonstrated history of working in the financial services industry. Forward-thinking team leader skilled at operating departments efficiently to meet goals. Problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products. Drive excellence through leadership by overseeing daily bank operations and ensuring effective communication between offshore & onshore operations.
Overview
7
7
years of professional experience
4
4
years of post-secondary education
1
1
Certificate
Work History
Assistant Manager - New Accounts Operations
Manulife Business Processing Services (Manulife Bank of Canada)
Quezon City
06.2022 - Current
- Supervise day-to-day operations to meet performance, quality, and service expectations.
- Organizing and overseeing assignments to drive operational excellence.
- Spearheaded team's service recovery in less than one year and kept meeting target KPIs with increased overall performance.
- Work closely with Business Unit partners to improve quality of banking services as well as internal processes.
- Excellent communication skills – verbal and written.
- Leverage data and analytics to make informed decisions and drive business improvements.
- Plan schedules and delegating assignments to meet coverage and service demands with target SLA of 99%.
- Mentor team members to enhance professional development and accountability in workplace.
- Increase employee performance and job satisfaction to strengthen retention and engagement.
- Establish performance goals for employees and provided feedback on methods for reaching those milestones.
Subject Matter Expert
(Same As Above)
Quezon City
08.2021 - 06.2022
- Passionate about learning and committed to continual improvement.
- Collaborated with management to identify and prioritize new development concepts.
- Maintained utmost confidentiality when dealing with sensitive client information.
- Monitored account applications, increasing accuracy, and reducing discrepancies.
- Trained people to process digital and traditional banking.
- Supported team in handling complex works that involve decision-making and good judgement.
- Planned, created, tested, and deployed process improvement tool that increased efficiency by 50% through reduced time spent on generating reports.
Bank Operations Specialist
(Same As Above)
Quezon City
12.2017 - 06.2022
- Reviewed and processed over 30 new accounts applications per day.
- Assisted customers with banking needs and inquiries.
- Performed enhanced due diligence in monitoring and verifying suspicious activity on customer accounts.
- Processed wide variety of retail banking transactions for personal and commercial customers.
Accounting Associate
Robinsons Retail Holdings Inc
Quezon City
06.2017 - 09.2017
- Applied proper codes to invoices, files, and receipts to keep records organized and easily searchable.
- Reported financial data and updated financial records in ledgers and journals.
- Reconciled account information and reported figures in general ledger by comparing to bank account statement each month.
- Assessed data and information to verify entry, calculation, and billing code accuracy for over 400 store branches.
- Filed tax returns of Franchise stores.
- Worked on other administrative tasks.
Customer Service Representative
Sitel
Quezon City
05.2016 - 12.2016
- Handled over 50 inbound calls per day and resolve customer complaints/disputes.
- Pitched selling of products offered by financial institution for account protection.
- Maintained customer data privacy.
- Managed calls and redirected to appropriate units for assistance.
- Worked well in team setting, providing support and guidance.
Education
BACHELOR OF SCIENCE - ACCOUNTANCY
Polytechnic University of The Philippines
Manila, Philippines 01.2012 - 04.2016
Skills
Problem Solvingundefined
Timeline
Assistant Manager - New Accounts Operations
Manulife Business Processing Services (Manulife Bank of Canada)
06.2022 - Current
Subject Matter Expert
(Same As Above)
08.2021 - 06.2022
Bank Operations Specialist
(Same As Above)
12.2017 - 06.2022
Accounting Associate
Robinsons Retail Holdings Inc
06.2017 - 09.2017
Customer Service Representative
Sitel
05.2016 - 12.2016
BACHELOR OF SCIENCE - ACCOUNTANCY
Polytechnic University of The Philippines
01.2012 - 04.2016
Certified Lean Six Sigma Yellow Belt - May 2022
Certification
Certified Lean Six Sigma Yellow Belt - May 2022
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