Sean Dela Rosa
Service Delivery Manager | Program Manager
↳PH - ↳Email me ↳Connect with me
PROFILE SUMMARY
Six Sigma Black Belt-Certified Senior Manager in BPO Operations with 10 years of total work
experience in Offshoring, Consulting, and Shared Services. Sean also recently got trained and
certified in ISO 20000-1:2018 ITSM Lead Auditor strengthening his understanding in SaaS audit and
IT Infrastructure Compliance.
KEY COMPETENCIES
Program Management
Quality Management
Agile Methodologies
Operations Management
Shared Services Operations
Project Management
Strategic Planning
SDLC and ITSM
Profit and Loss
PROFESSIONAL EXPERIENCE
EMAPTA Philippines
Group Manager
(Jan 2021 - present)
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Capgemini
Shared Services Process
Lead
(Oct 2018 - Jan 2021)
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Heads multiple teams with a
combined headcount of 135-150;
manages 12 Team Leads from
various work disciplines spanning
from content development, software
development, site development, HR
operations, and communications
management
Drives Key Performance Indicators
and Service Level Agreement by
spearheading initiatives to boost
productivity, motivation, and retention
Maintains an annual employee
retention rate of less than 5% by
employing interventions to boost
employee engagement
Maintained an overall annual
employee satisfaction rate of 4.90/5.0
for 2022 and 4.95/5.0 in 2023
Led multiple HR projects that
supported the stabilization and scaling
of the operations of a Fortune 500
client
Developed training and learning
materials to help end-users with
change management; Facilitated
learning sessions and
Train-The-Trainer sessions to multiple
groups of users across the client's
sites in the entire globe
Shared Services Senior
Associate
(July 2018 - Oct 2018)
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Functioned as subject matter expert in
HR Talent Acquisition, Compensation
& Benefits, and Employee Relations
and supported the team of HR
Associates serving APAC employees
Handled HR support calls, chats, and
tickets for APAC
Ttec
Shared Services
Specialist
(Sep 2015 - July 2018)
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Handled HR support chats and tickets
for APAC, EMEA, and North America
Developed learning materials and test
scripts for Oracle regression testing
Motif (a Ttec
company)
Travel Services Specialist
(May 2014 - Sep 2015)
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Handled admin calls and tickets
raised by customers of multiple travel
companies across the globe
EDUCATION & RELEVANT CERTIFICATION
BS in Medical Technology -)
↪Our Lady of Fatima University - Antipolo
Lean Six Sigma Black Belt Certification (2022)
↪IMS C-
Certified Design Thinking Professional (2023)
ISO 20000-1:2018 ITSM Certification (2024)
↪SkillFront ISO/IEC 17024:2012
