Ludward I.
Senior Commercial Operations Manager
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About
Ludward I. G. is a seasoned Commercial Operations Leader with over 15 years of expertise seamlessly bridging revenue and operational delivery across diverse sectors including ground transportation, logistics, healthcare, and e-commerce. He has consistently operated at the nexus of business development, partner lifecycle management, and performance operations, effectively building sales pipelines and leading contract negotiations. Among his notable accomplishments, Ludward has a proven track record in surpassing revenue growth targets, achieving 116–119% revenue goals at Grab Philippines and elevating Net Promoter Scores from 15 to 29 at the same company, as well as from 48 to 70 at Ramiro Community Hospital. He holds a Lean Six Sigma Yellow Belt and is pursuing an MBA, highlighted by his capacity to work independently in global settings. Ludward has managed client onboarding processes, optimized turn-around times, and championed data-driven decision-making to support executive strategies, making him an asset in roles that require adept management of Revenue Management, Contract Negotiation, and Process Improvement.
Experience
Operations Associate
Glencoco · 2026 — PresentFacilitated the transition of new B2B clients from contract signing to active campaign launch, ensuring that revenue and customer satisfaction remained unaffected. Managed client inquiries, addressed escalations, and resolved overdue payments to maintain subscription accuracy and revenue continuity. Identified workflow gaps in onboarding processes and developed SOPs and training materials to enhance team efficiency.Global Program Manager
Trax Technologies Asia, Inc. · 2026 — 2026Oversaw program governance and maintained commercial health by defining account objectives and managing Key Performance Indicators (KPIs). Conducted executive business reviews to ensure that client outcomes aligned with contractual obligations and growth targets. Monitored program metrics and managed escalations, identifying growth opportunities to mitigate revenue risks while building relationships with various stakeholders.Operations Associate
Glencoco (Remote) | Teams Squared · 2024 — 2026Handled the commercial-to-operational handoff for B2B clients, ensuring accurate and timely setup of campaigns in accordance with contractual obligations. Acted as a contact for client escalations and payment recovery, focusing on maintaining revenue alongside customer satisfaction. Created and refined training materials and process documentation to enhance onboarding consistency and team performance.Revenue Manager OIC
Ramiro Community Hospital · 2024 — 2024Directed comprehensive commercial operations for the hospital, focusing on patient acquisition through HMO and corporate accounts while ensuring a smooth patient experience and financial performance. Tackled revenue leakage by identifying operational inefficiencies and implementing corrective workflows connecting clinical processes to their commercial impact. Utilized clinical operations data to shape executive-level commercial strategy.Marketing, Patient Experience & Business Development Officer
Ramiro Community Hospital · 2023 — 2024Leveraged patient experience to improve commercial outcomes by enhancing Turnaround Time (TAT) and implementing service recovery initiatives. Developed and managed pipelines for HMO and corporate accounts, creating new channels for patient acquisition while ensuring operational capability. Produced reports linking patient satisfaction metrics to revenue, illustrating the financial importance of experience enhancements.Customer Service Team Lead
Vital Logistics – Canada · 2022 — 2023Led operational delivery for a logistics firm, overseeing team performance and service standards to maintain high customer satisfaction. Developed and implemented a customer loyalty program that enhanced retention metrics by connecting operational service quality with commercial outcomes. Managed hiring, training, budgeting, and performance reporting to support scalable team operations.Deputy Marketing Manager
Ramiro Community Hospital · 2021 — 2022Conducted market analysis and led lead generation efforts for HMO and corporate accounts, linking external opportunities to internal operational capacity. Coordinated marketing strategies across departments, ensuring promotional campaigns were feasible and aligned with hospital growth objectives. Created senior management reports that converted marketing performance data into actionable insights.Hub Lead
Shopee Philippines · 2021 — 2021Oversaw hub operations, utilizing KPI data to enhance service level agreement (SLA) delivery and uphold commitments to sellers and buyers. Implemented process improvements that boosted productivity and quality, translating operational success into better commercial SLA outcomes. Resolved disputes and enforced standards across teams to maintain consistency.Transport Operations Consultant
Grab Philippines · 2020 — 2021Provided consulting on driver supply strategies, analyzing data to identify gaps between supply levels and demand. Engaged with external organizations and represented Grab in government meetings to ensure regulatory support for operations. Organized forums and town halls for drivers, fostering trust and sustaining supply reliability.Assistant Operations Manager
Grab Philippines · 2019 — 2020Managed operational growth for Grab's 4 Wheels business in Central Visayas, overseeing supply partnerships, market strategies, performance analytics, and execution. Developed business development strategies informed by data and industry analysis, ensuring that commercial targets aligned with operational capabilities. Engaged with government and stakeholders to safeguard commercial operations.Operations Lead
Grab Philippines · 2018 — 2019Implemented city-level strategies for commercial initiatives, transforming market analysis into actionable plans that fostered growth. Utilized predictive analysis to identify supply-demand gaps and executed targeted interventions. Supervised various personnel, aligning outputs with operational standards and commercial commitments.Driver Retention Specialist
Grab Philippines · 2017 — 2018Applied data analysis to uncover the causes of partner churn and developed engagement programs to enhance retention. Monitored driver and passenger satisfaction data to address issues proactively, preventing potential revenue losses. Managed disputes and maintained platform integrity to uphold trust among supply and demand.Data Analyst
Trax Technologies Asia, Inc. · 2016 — 2017Examined client logistics data to identify revenue leakage and overspending, converting it into actionable recommendations for client improvement. Conducted audits and reconciliations to ensure operational accuracy and maintain accountability. Engaged with clients as both an analyst and account manager.Senior Post Sales Solutions Representative
Federal Express Pacific LLC · 2015 — 2016Ensured top-tier clients experienced seamless service by resolving operational issues and maintaining alignment between what was sold and delivered. Provided coaching for team development, aligning operational capabilities with service standards across the Asia Pacific account portfolio. Contributed to strategic planning efforts linked to performance data.Post Sales Solutions Representative
Federal Express Pacific LLC · 2013 — 2015Managed high-priority accounts through the entirety of their service journey, addressing issues and coordinating corrective measures across departments. Ensured continuity in client experience amid operational complexities.
Skills & Expertise
Education
- Master of Business Administration (MBA)Mapua University · 2025 — Present
- Bachelor of Science in Commerce, Major in MarketingHoly Name University · — — 2006