Emmarei Ylanan Inciso

Emmarei Medina Seasoned operations management professional with total of 20 years Manager For Operations and corporate policies, procedures and standards. Adept problem experience in Customer Service and Banking Industry. Hands-on leader adept at providing teams with training, guidance, support and motivation to succeed while ensuring adherence to safety regulations solver, employing creativity and innovation to overcome challenging and complex issues across employees, processes and costs. Contact Outstanding communicator with english fluency and well-versed in employees and key stakeholders relations. Address Phoenix, AZ, 85037 Work History Phone - 2014-05 - Manager for Operations E-mail 2020-03 HSBC Electronic Data Processing Phils, Inc., Quezon - City, Philippines Managed multiple teams of 5 to 15 members LinkedIn supporting Liquidity & Cash Management, FX and http://linkedin.com Payments activities for Europe and Asian regions. /in/emmarei-medina- Directed day-to-day operations focused on a- attainment of key business metrics, continuous improvement initiatives and risk management Skills efforts. Provided leadership and customer service to both Staff Management top and lower management. Both team and individual performances were one of my Operational improvement accountabilities, providing necessary support and Team management mentoring to my direct reports. Drove innovation through continuous operational Customer service improvements. Actively participated in developing Process improvement effective and efficient operations by implementing policies, standard procedures and tools. Problem resolution Co-orchestrated several process migrations within strict timeframes and budget constraints by helping Project organization solve issues and working closely with senior leaders. Risk analysis and management Finance background Strategic Planning Project planning and development 2011-06 - Assistant Manager for Operations 2014-05 HSBC Electronic Data Processing Phils, Inc., Quezon City, Phillipines Supervised teams of 4 to12 processing Derivatives' reconciliation, settlements and investigations activities for Europe region. Led day-to-day operations and handled escalations up to resolution. Managed team and individual performances, provided necessary support and mentoring to my direct reports. Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to the business. Set, enforced and optimized internal policies to maintain efficiency and responsiveness to business expectations. This included enhanced employee management by developing shifting schedules and managing overtime. Spearheaded daily staff meetings to identify improvement strategies, discuss policy updates and facilitate open communication. 2007-04 - Customer Service Specialist 2011-06 HSBC Electronic Data Processing Phils, Inc., Quezon City, Philippines Surpassed performance goals by approaching all interactions with resourcefulness, organization and customer-centric solutions. Increased efficiency and team productivity by promoting adherence to operational best practices and company policies. Offered internal and external customers first-rate customer service to maximize satisfaction and business success. Assisted customers with needs such as opening accounts, depositing or transferring funds, updating account details and signing up for new services. Educated clients on account services and resolved client inquiries regarding statement information and account balances. Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores. Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction. 2005-12 - Customer Service Specialist 2007-04 Sitel Phils, Inc., Quezon City, Philippines 2000-08 - Customer Service Specialist 2005-12 Epacific Global Customer Service, Inc., Pasig City, Philippines Education 1995-06 - Bachelor of Arts: Mass Communication 2000-05 Polytechnic University of The Philippines - Manila, Philippines Additional Information Attended multiple training on Operational Risk Management Attended multiple training on People and Team Management essentials Certified Yellow Belt passer Underwent Investment Operations Certification Program – Module 1 passer (Feb 2014)