Bryan B.
Senior HR Business Partner
Open to offersNew to PlatformAbout
Bryan B. is a seasoned operations and human resource professional with over 14 years of experience primarily within the financial services and BPO sectors. As an HR Business Partner and Employee Relations Manager at Genpact LLC Services, he manages case handling from initial incident report to resolution, including conducting hearings and ensuring compliance with legal procedures for terminations. Bryan is committed to workforce development, regularly facilitating pulse sessions to enhance employee well-being. His prior role as a Frontline Manager and Operations Supervisor had him coaching agents on call management, approving payroll items, and handling escalated customer service issues. Throughout his career, Bryan has exhibited strong team management capabilities and has led initiatives such as team building events and business reviews. His background in business and operations management from Siena College Taytay and De La Salle University underscores his proficiency in aligning operational practices with organizational goals.
Experience
Front line Manager - Operations supervisor
Genpact LLC Services · 2020 — 2024Guided agents in enhancing their call handling skills, ensuring adherence to processes and quality customer experiences. Monitored daily time records and approved overtime requests. Engaged in call monitoring to reinforce action plans discussed during coaching, and managed escalated customer calls while providing feedback to agents post-call.Front line Manager - Operations supervisor
Genpact LLC Services · 2020 — 2024Participated in call calibrations with clients, addressing feedback and implementing action plans for improvement. Conducted weekly business reviews with the client to analyze team performance metrics, and led employee engagement initiatives, including design contests and team-building activities.Associate
IQOR Phils · 2013 — 2024Provided technical assistance over the phone for customer issues related to network and mobile devices. Reviewed customer accounts for payment arrangements and promoted additional lines or devices. Handled collections for past due accounts.HR Business Partner / Employee Relations Manager
Genpact LLC Services · 2020 — PresentManaged the case management process from receiving incident reports to the issuance of notices and conducting administrative hearings. Coordinated with the legal team for termination cases and facilitated regular pulse sessions with employees to monitor well-being. Oversaw onboarding discrepancies and worked with operations leaders on employee regularization decisions. Prepared headcount reports and validated documentation in collaboration with business partners.Operations supervisor
Genpact LLC Services · 2017 — 2020Coached agents on call handling techniques and process adherence to improve customer service. Approved daily time records and monitored overtime, while ensuring that agents followed action plans devised during coaching sessions. Engaged in call calibrations with clients and presented action plans based on feedback, along with weekly business reviews to assess team metrics.Accounting staff Main office
Espinosa Group of Companies Red Rbbon Franchisee · 2014 — 2017Managed data entry in the General Ledger and consolidated sales reports from 51 Red Ribbon stores. Oversaw accounts receivable and payable, conducted surprise store audits for cash handling, and ensured compliance for BIR audit requirements. Computed royalties and advertising shares based on store net profits.Associate
Genpact Services LLC · 2012 — 2013Addressed customer inquiries regarding card charges, verifying transactions, and assisting in dispute resolutions. Explained billing details to customers and facilitated account reloads, while promoting insurance protection options.Associate
Sitel Phil’s Corp. · 2010 — 2011Responded to customer questions regarding credit card charges, validating transactions and helping with dispute filings. Provided detailed explanations of customer bills and assisted in account reloads while promoting insurance protection benefits.
Skills & Expertise
Education
- Opereations ManagementDE LA SALLE UNIVERSITY DASMARINAS · 2011 — 2013
- Business managementSIENA COLLEGE TAYTAY · 2008 — 2010
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