Janrey Lozada
Team Manager
Taguig,Metro Manila
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
8
8
years of professional experience
Work History
Team Manager
Willis Towers Watson
Taguig, Manila
04.2018 - Current
- Manage team handling US-Northeast accounts responsible for review and certificate/policy issuance to insured and client managers ensuring team exceed agreed SLAs: Quality and Productivity
- Successful implementation of productivity tracker for LOB to measure, monitor and improve team and individual output
- Initiated performance reviews; bimonthly and monthly meetings to discuss team and individual performance, effectively implement action plans to address opportunities and is currently replicated to other regions where previously non-existing
- Facilitate account reviews and preparations for account renewals, supporting Market Service Manager at the Nashville center and Market Leads in Mumbai office
- Identified and corrected deficient performance and behaviors to achieve maximum productivity.
- Led employee relations through effective communication, coaching, training and development.
- Overall POC for Reports and BCP for the certificate center
Senior Team Leader
QBE Insurance
07.2014 - 01.2018
- Directly lead 2 TLs with 3 CSOs in 2 locations (Cebu and Manila) supporting the Asia Pacific Region, ensuring teams exceed agreed SLAs' TAT and Quality
- Also lead 4 Retail TLs with 69 CSOs in 2 locations (Cebu and Manila) supporting the EO region prior to relocating back to Manila
- 2 Time Record Breaker Awardee for Q4 2015 and Q4 2016
- Operations Transitions Lead for Project Rabat (CUS); migrating 10 additional processes to the GSSC and supported end to end execution of training preparation
- Initiated and lead the execution of the EO One Motor Process at the GSSC
Lead Assistant Manager
EXL Service
02.2014 - 07.2014
- Responsible for over-all site performance supporting a total of 5 blended teams (voice and back-office) with 5 TLs and 90 Nurse Associates
- Oversee and manage day-to-ay site operations to ensure all metrics are met, revenue is maximized and monitor team performance viz a viz set goals
- Q2 2014 Top Lead Assistant Manager for National Care Management - Clinical Precertification Support
Assistant Manager
EXL Service
09.2012 - 02.2014
- Handle both voice and back-office support for Clinical Precertification Support & Behavioral Health teams
- Team awarded as Best Team for Q4 2012 and Q1 2013
- Initiated and launched the "Care Bay" program that focuses on outliers specific to handle tie; commended by stateside partners/clients as "very effective" with an 80% success rate, improving site efficiency performance by 30 seconds
- Participated n the launching of the Cebu site from May - Aug 2013, acting as the SME an over-all POC in Training and Nesting, and Operations
- Served as mentor to new Supervisors ensuring alignment in policies and procedures between Manila and Cebu sites
Education
Bachelor of Science - Nursing
University Of Perpetual Help System DALATA
Las PinasSkills
Managerial and Team Handling skills
Stakeholder Management
Track record for exceeding performance objectives
Highly engaged; adept in handling team's personal and professional issues
Interpersonal Communication
Value add through process improvement
Timeline
Team Manager
Willis Towers Watson
04.2018 - Current
Senior Team Leader
QBE Insurance
07.2014 - 01.2018
Lead Assistant Manager
EXL Service
02.2014 - 07.2014
Assistant Manager
EXL Service
09.2012 - 02.2014
Bachelor of Science - Nursing
University Of Perpetual Help System DALATA