Eilene Mabel B. Paclijan

Responsible for the operational execution, strategic direction and financial contribution of the program.
• Manage or develop policies and procedures in ensuring that Service Delivery is met across all metrics.
• Ensure proper staffing to address capacity while minimizing operational costs.
• Lead process improvement efforts
• Collaborate with Client Services, Training, Quality, Recruitment and other resource units to address gaps or needs in resources for talent development.
• Provide analysis as well as action plans to address root causes in service delivery misses.
• Ensure that communication channels are open via one on ones and team meetings to create a performance driven environment.
Conduct Operations Validation as Final Interview Phase for applicants. Routinely touch base with Recruitment and Training to ensure cohesion on expected MSR and output.
• Provide strategic direction in performance management, scorecards development to boost metric attainment.
• Ensure action plans are in place and do regular self-checks/audits to verify success of execution, retention and employee satisfaction.
• Provide leadership direction and management to Operations leadership team and staff.
• Coaching and mentoring for direct reports to ensure talent development and succession planning.
• Provide developmental action items for direct reports and supervisors.
• Monitor coaching compliance and quality of coaching.