Manolito D.
Senior BPO Operations Manager
Open to offersNew to PlatformAbout
Manolito "Kian" D. is a seasoned BPO professional with over a decade of experience in Operations Management, Team Leadership, Quality Assurance, and Training. Residing in Bacoor, Cavite, he has demonstrated expertise as a Deputy Manager and Senior Team Leader, focusing on driving SLA achievement and performance optimization. His role as an Operational Subject Matter Expert (SME) was pivotal in ensuring high team engagement and success across multiple metrics. Kian's career includes significant tenure at Concentrix, where he coordinated high-performing teams, led talent development through succession planning, and maintained client relations through comprehensive reporting. His recent endeavors involve a Fraud and Compliance Associate role at KMC – Picklebet, emphasizing fraud detection and compliance with Australian AML/CTF frameworks. His academic foundation is in Business Administration from the Polytechnic University of the Philippines, coupled with professional certifications like Six Sigma Yellowbelt and Performance Management & Goal Setting.
Experience
Fraud and Compliance Associate
KMC – Picklebet · 2021 — PresentProvided operational mentorship and served as an escalation resource for internal customer operations, offering insights on fraud typologies and verification tools. Conducted CDD, EDD, and KYC verifications in compliance with Australian AML/CTF frameworks and international standards. Investigated escalated suspicious activities, analyzed account alerts, and worked to reduce fraudulent actions such as multi-accounting and promo abuse. Collaborated with compliance leadership to audit workflows and improve fraud detection rules.Sales and Recruiting Specialist
Advanced Employment Services · 2019 — 2021Oversaw B2B client relations and managed applicant databases, offering employment solutions while matching candidates to available job openings. Regularly engaged with company executives for improving processes, addressing tool issues, and aligning strategies. Routed qualified leads for senior-level verification and client interviews.Deputy Manager / Senior Team Leader – Operations
Concentrix · 2014 — 2018Maintained high-performing teams by setting operational targets, conducting performance reviews, ensuring adequate staffing in alignment with forecasts, and addressing performance disparities. Promoted employee engagement and morale through skip-level meetings, structured 1-on-1s, and targeted Rewards & Recognition initiatives. Executed succession planning models to identify and develop high-potential employees for future leadership roles.Team Leader – Operations
Concentrix · 2014 — 2018Guided frontline teams to meet and surpass client SLA targets consistently across key performance metrics. Managed individual development plans through regular coaching, team calibrations, and performance monitoring. Controlled people metrics effectively, focusing on attrition, absenteeism, and adherence to schedules. Provided performance reports on a daily, weekly, and monthly basis to client stakeholders, ensuring effective client management.Subject Matter Expert (SME)
Concentrix · 2014 — 2018Collaborated with Team Leaders to assess KPIs related to CSAT/VOC, AHT, FTR, and Resolution, and conducted focused coaching sessions. Developed custom action plans and Performance Improvement Plans (PIPs) for underperformers to improve overall team outcomes. Functioned as Point of Contact (POC) and the main escalation resource during Team Lead absences.Recruitment and Quality Supervisor
Modern Imaging Solutions · 2013 — 2014Monitored adherence to quality SLAs, performed audits of interactions, and provided operational workflow optimization recommendations. Worked closely with Team Managers to promote customer service excellence based on agent scorecard data. Conducted product-specific training, updated training materials, and reviewed new hire and upskilling training implementations.Process Trainer / Quality Specialist / Assistant Team Leader (SME)
IBM Global Process Services · 2008 — 2013Performed Root Cause Analysis (RCA) focused on CSAT, FCR, and Ethical Sales trends to support ongoing process enhancements. Facilitated the onboarding of new employees, ongoing training refreshers, and conducted call audits to align team performance with client requirements. Provided coaching on core metrics including CSAT and AHT, managed schedule adherence, and led initiatives to support bottom-quartile employees.
Skills & Expertise
Education
- BS in Business Administration, Major in ManagementPolytechnic University of the Philippines – Sta. Mesa, Manila · 2003 — 2007
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