Jerick J.
Senior Operations Manager
Open to offersNew to PlatformAbout
Jerick J. J. is an accomplished professional with nearly five years of leadership experience in the BFSI sector, excelling in operations and delivery management. As an Assistant Manager at Teleperformance, he managed day-to-day operations for loans and mortgages, ensuring alignment with client needs through meticulous staffing projections based on volume and headcount. His strategic initiatives led to a 15%-20% improvement in key performance indicators and a reduction in account penalties. Earlier, at Concentrix, he played a pivotal role as a Manager in Operations, where he facilitated business reviews and improved productivity by monitoring key metrics such as lost/excess hours and phone time variance. His foresight in recommending staffing projections was instrumental in achieving top performance rankings. With strong expertise in quality control and productivity monitoring, Jerick has consistently exceeded expectations, driving customer satisfaction and enhanced financial results across his roles. He holds a degree in BSBA Marketing Management from Pamantasan ng Lungsod ng Maynila.
Experience
Assistant Manager, Operations
Teleperformance · 2025 — 2026Oversees daily operations for two lines of business related to a US-based Banking Institution, focusing on Loans and Mortgages. Tracks productivity metrics including Lost/Excess Hours and Phone Time Variance. Suggests staffing needs based on call volume and required headcount. Leads six Team Leaders through regular coaching sessions and meetings aimed at achieving performance objectives. Conducts quality assurance checks via triad sessions and DITL audits to ensure compliance with program standards.Manager I, Operations
Concentrix · 2023 — 2024Handles daily operations with a focus on meeting client value and productivity metrics, while developing policies and anticipating potential challenges. Conducts Business Reviews with Directors and Onshore Partners, analyzing behaviors and call trends. Monitors productivity metrics such as Lost/Excess Hours and Phone Time Variance. Proposes staffing projections to align with client needs based on call volumes. Guides eight Team Leaders through targeted coaching and meetings to meet performance goals.Operations Manager Trainee, Operations
Concentrix · 2022 — 2022Involved in two lines of business as part of the Test and Learn Project, performing managerial tasks that include coordinating operations and enhancing team efficiency to achieve CVA performance. Develops Business Review decks with insights on trends and team performance, along with action plans to address performance gaps. Manages four teams through phases of selection, training, and scheduling to drive performance in Consumer Care and Digital Support. Collaborates with the Onshore Team to schedule training and ensure Access requests are fulfilled.Cluster Leader, Operations
Concentrix · 2021 — 2022Leads new hire classes as part of the Above and Beyond Ramp, ensuring a smooth transition for Digital Support teams. Provides detailed analysis of Digital Support performance, emphasizing achievements and focusing on First Call Resolution (FCR). Manages reporting for Defective Workstations, working with various stakeholders to address operational issues. Maintains high productivity metrics while achieving a consistent CVA score across all months.Intraday Coordinator, Workforce
Convergys · 2017 — 2022Monitors Real Time Agent Adherence and escalates issues regarding attendance or callouts to the appropriate channels. Collaborates with Operations management to enforce schedule adherence and manage call time thresholds. Responsible for overseeing real-time adherence and queue management to meet client service level agreements, ensuring scheduled team logins and resolving non-adherence issues.Team Leader, Operations
Convergys · 2017 — 2021Guides a team of 18 to 22 agents, working to set clear goals and strategies focused on delivering exemplary customer service within Consumer Care. Achieves top performance metrics through effective call listening, team calibration, and fostering a competitive team environment. Delegates tasks among agents to enhance overall productivity. Initiates development programs for aspiring agents, facilitating their growth within the organization during the pandemic.Team Leader Trainee, Operations
Convergys · 2016 — 2017N/ACustomer Insight Consultant, Quality Team
Convergys · 2015 — 2016Monitors and evaluates a range of inbound and outbound calls, meeting departmental productivity standards. Reports evaluation results to relevant business stakeholders and participates in calibration sessions to ensure scoring consistency. Maintains a strong understanding of program elements, contributing to the review of key metrics and operational processes.
Skills & Expertise
Education
- Bachelor of Science in Business Administration Marketing ManagementPamantasan ng Lungsod ng Maynila · 2004 — 2008
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