James Jay Mc Garrity
Balanga City,Bataan
Summary
A versatile and skilled professional with extensive experience in the Business Process Outsourcing industry.
An assertive Leader with outstanding interpersonal, communication, and people management skills in Service and Sales oriented environments. Background in supporting major logos in the United States (Healthcare, Mortgage, Telco, Financial)
A competent and efficient leader with a strong command of the English language. Reliable, organized and detail oriented. Works independently with excellent work ethics and integrity. Has the ability to share best practices and experience to contribute to meeting company goals.
Overview
11
11
years of professional experience
Work History
Group Manager - Head Of Operations
WNS Global Services
05.2022 - Current
- Leads Operations of a 350 FTE Mortgage Brand (PennyMac) with 8 lines of businesses (Customer Service, Sales - Mortgage Dispatch, Collections, Loss Mitigation, Modification, Funding, Post Funding & Compliance Monitoring).
- Ensures service level of all lines of business/teams are met
- Analyzes performance results and implements improvements
- Develops, reviews, evaluates, and implements existing and new operational procedures.
- Develops action plans in response to client needs; supports and advises team projects.
- Ensures that the client’s policies and procedures are followed according to the established guidelines and makes recommendations for improvement.
- Coordinates activities with other departments such as WFM, Quality, Training, Human Resources, IT, Finance, and Administration
- Makes financial decisions to protect revenue and ensure profitability of the account
- Resolves work-related issues; prepares progress reports
- Leads and mentors Operations Managers to ensure that all training and development needs of the staff are met
- Establishes work priorities, delegates work to staff and ensures deadlines are met and procedures are followed
- Holds regular check-in meetings with the client to keep them informed of the trends, changes, and development within the team.
- Implements rewards and recognition activities
Senior Operations Manager
TELUS International Philippines
09.2021 - 04.2022
- Leads Operations of Fraud Department for Barclays (400 FTE).
- Supported Barclays Customer Service department by spearheading AHT reduction, transfer rate reduction, and line adherence improvement projects simultaneously, while managing Barclays Fraud Operations.
- Spearheaded the startup of Operations for Fraud Investigations Campaign including all Segments/LOBs aligned to Investigations
- Spearheaded the start up of Correspondence/Mail group for all LOBs of Barclays Fraud Department
Site Lead - Training & Quality
Genpact Services LLC.
03.2020 - 09.2021
- Training and Quality Leader of the entire Bataan site (4 Financial Programs & 1 Healthcare Program)
- Responsible for providing support to help achieve training and quality goals for supported accounts
- Manages implementation and maintenance of all trainings and quality projects, including the quality and monitoring process, pilots and design of experiments.
- Provides support to operations in any area of training/learning. Supervises learning team and monitors progress
Operations Manager
Genpact Services LLC
10.2016 - 03.2020
- Managed Operations for Citibank Branded Cards Customer Service.
- Drives the overall performance of the program
- Facilitates daily huddles and/or review specific to NPS, AHT, & Sales.
- Check and balance the coaching effectiveness of Front Line Managers through triad sessions
- Holds regular check-in meetings with the client to keep them informed of the trends, changes, and development within the team.
- Attends and participates in the Weekly, Monthly, and Quarterly Performance Review with the client
- Responsible for career advancement of the Front Line Managers
- Spearheaded the program’s sales upskilling on effective sales pitch
- Spearheaded a LEAN project on waste reduction by creating a universal tracker for the program
- Spearheaded a Six Sigma GreenBelt project on Sales and Service Compliance Improvement
- Ensures employee engagement activities are arranged that creates a fun working environment
Operations Manager
TaskUs
09.2015 - 09.2016
- Managed Operations for a Government Owned Telco (Budget Prepay)
- Manages performance on all line of business (VOICE, CHAT, EMAIL & PVT) to meet and exceed all client and company expectations
- Directly supervises Team Leaders, addressing roadblocks and resolving problems
- Manages performance through daily cluster huddles, bi-monthly coaching on performance and competency, weekly cluster meetings
- Develops succession plan to ensure the team is proficient in their job skills
- Involvement on Supervisor-Agent discussion on PIP, attrition management
- Oversees Hiring Process to ensure all positions are staffed.
Team Leader
Ocwen Business Solutions
08.2014 - 08.2015
- Mortgage Brand - Captive Site
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Built strong relationships with clients through positive attitude and attentive response.
Team Manager
Expert Global Solutions
08.2012 - 08.2014
- Healthcare Logo - Anthem Blue Cross
- Coordinated team collaboration to share ideas and build best practices.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Led employee relations through effective communication, coaching, training, and development.
- Delivered regular team meetings for aligned work towards common goals.
Education
Bachelor of Science - Hotel And Restaurant Management
Information Systems Institute
Cainta Rizal04.2012
Skills
- SERVICE DELIVERY
- OPERATIONS MANAGEMENT
- PEOPLE MANAGEMENT
- PERFORMANCE MANAGEMENT
- CLIENT MANAGEMENT
- LEAN SIX SIGMA
- SIX SIGMA GREENBELT
Timeline
Group Manager - Head Of Operations
WNS Global Services
05.2022 - Current
Senior Operations Manager
TELUS International Philippines
09.2021 - 04.2022
Site Lead - Training & Quality
Genpact Services LLC.
03.2020 - 09.2021
Operations Manager
Genpact Services LLC
10.2016 - 03.2020
Operations Manager
TaskUs
09.2015 - 09.2016
Team Leader
Ocwen Business Solutions
08.2014 - 08.2015
Team Manager
Expert Global Solutions
08.2012 - 08.2014
Bachelor of Science - Hotel And Restaurant Management
Information Systems Institute
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