Tristan B.
Senior Operations Manager
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Tristan G. is a seasoned Senior Operations Manager at TGT Global, specializing in the offshoring and BPO industries with a focus on IT-enabled services. His current role involves leading daily operations to ensure service delivery aligns with SLAs and achieving operational excellence across multiple sites. Tristan is pivotal in coaching and mentoring Operations Managers, driving workforce planning, and implementing leadership development programs. He excels in client management, serving as the primary escalation point for clients, conducting strategic performance reviews, and translating client needs into actionable operational strategies. His responsibilities also include identifying process improvements, ensuring compliance with policies, and enhancing interdepartmental collaboration to maintain governance and stability. Previously, as Operations Manager at Premier BPO, he led teams to improve performance and engagement, coordinating with other units to optimize processes and minimize revenue losses. Tristan's extensive experience also includes leadership roles at Sitel Group and Data Planet, where he honed his skills in project management and client services.
Experience
Senior Operations Manager
TGT Global · 2025 — PresentOversee daily operations across various sites, ensuring adherence to service delivery standards, SLA compliance, and operational excellence. Mentor Operations Managers to enhance leadership capacity and drive workforce planning, retention, and leadership development initiatives. Act as the primary contact for major client escalations and develop long-term relationships with clients through regular performance reviews and strategic discussions. Implement process improvements to enhance operational efficiencies and ensure compliance with policies and regulatory standards. Collaborate with HR, IT, Finance, and Facilities to sustain governance and operational stability.Operations Manager
Premier BPO · 2021 — 2025Direct a team of frontliners by planning, supervising, and evaluating their work. Align workflow to meet operational volume requirements and lead employee engagement initiatives to boost performance. Assess leadership competencies for staff development and contribute to hiring decisions. Monitor performance metrics and coordinate with other units to minimize revenue loss while recognizing opportunities for operational improvements.Operations Manager
SITEL Group Philippines | Virgin Media UK · 2021 — 2021Manage daily operations for a large team of 116+ FTEs in support of a major telecommunications client in the UK. Analyze performance trends weekly to ensure goals are met. Identify performance gaps and develop action plans for effective coaching during feedback sessions. Maintain client relationships and lead regular meetings.Associate Site Director
Data Planet Philippines Inc. · 2018 — 2020Guide a team in the development, implementation, and troubleshooting of enterprise hardware, software, and networking systems while generating timelines and cost estimates for projects. Oversee operations for a team consisting of project managers, business technology consultants, and implementation specialists while ensuring client expectations are met through regular communication.Client Services Manager
TOA Global (The Outsourced Accountant) · 2017 — 2018Successfully launched operations for various client accounts, increasing the number of clients substantially within a year. Regularly update clients on project progress and coordinate internal projects to maximize resource utilization and enhance customer satisfaction.Senior Team Leader
Transcom Worldwide | Samsung Electronics America · 2013 — 2017Manage day-to-day operations for a team of over 200 FTEs while analyzing team performance results weekly. Identify performance gaps and develop coaching strategies during feedback sessions while maintaining a strong client relationship through regular meetings.Asst. Operations Manager
PCCW Teleservices Inc. | Nokia · 2009 — 2013Address employee and client needs while ensuring that program targets are met. Monitor performance metrics and develop process documentation for technical support teams while leading key initiatives in technical support for multiple regions.Business Desk Specialist
OSRP-Subsidiary of PC Mall | Hewlett Packard · 2006 — 2009Track and document performance incentives for sales teams. Review sales results weekly to ensure that targets are met and analyze team performance to identify areas for improvement.US Stock Transfer Agent
Advance Contact Solutions | Mellon Investor Services · 2002 — 2006Provide shareholders with updates regarding their stocks based on previous day closing prices through inbound calls, assisting with general inquiries related to stock issues.Marketing Manager
Jollibee Foods Corporation · 1997 — 2001Manage marketing operations for ten local stores and train store marketing managers. Identify competitors' strengths and develop strategies to enhance store sales.
Skills & Expertise
Education
- Post Graduate Degree in Science of Industrial Security and SafetyMatrix Training Center · 2001 — 2003
- B.S. in Electronics and Communications EngineeringAMA Computer University · 1995 — 1999
- SecondaryRoosevelt Memorial High School · 1991 — 1995
- PrimarySan Beda College · 1983 — 1991
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