Michael C

Training & Development Manager


Training & Development Manager

Education Level:


Will Relocate:



SUMMARY Leads and is accountable for the success of an assigned transition project. Responsible for an array of activities including initializing and planning projects, developing project cost structure, tracking and reporting project deliverables, managing risk, applying project management processes and tools and ensuring projects are competed on time, within budget and with high customer satisfaction. KEY RESPONSIBILITIES: Communication: Facilitates effective communication and working relationships within the transition team and with the account team. Establishes and maintains relationships with the customers, account team and 3rd party suppliers/interfaces Leadership and Resource Management: Acts as the single point of contact for transition on the account. Communicates to HR recruiting requirements. Identify the workforce skill requirements to deliver the transition scope. Tracks actual effort expended and time frames against baseline defined in the transition's project schedule. Provides contract/ account specific training to the knowledge transfer team. Initialize and Plan the Projects: Develops the over-all transition project plan and guides the Knowledge Transfer leads in creating the per process/ work stream project plan. Identifies dependencies of deliverables with other project teams. Lead the development of a comprehensive and rational transition approach for the solution offering involved in deal. Execute and Control the Project: Leads the execution of the project plan. Initiates daily and weekly project set calls with the delivery team as necessary. Manages the project scope and schedule, cost effective delivery of the scope as defined in the transition's project schedule and budget. Manage all project plans across all lines of support e.g IT, BCP, Site Operations etc. Coordinates cross-tower activities. Leads the tracking and creation of the action plan for the identified risks, issues and gaps of the project. Project Scope and Deliverable Management: Leads the success criteria review for every stage of the project. He prepares documentation necessary for a smooth handover to operations (i.e. Stabilization Plan, Quality Assessment Plan). Prepares internal risk management procedures, change management procedures, issue management procedures, problem management procedures and quality management procedures. Maintains IBM business controls for the transition. Conduct audits (on a random basis) to ensure the transition team members are delivering their scope within business controls. Implementation/Project Manager /Sykes Asia, Inc. (April 24, 2006-March 31, 2009) 45F One San Miguel Ave Bldg., San Miguel Ave. cor. Shaw Blvd., Pasig City, Philippines Responsible for an array of activities including initializing and planning projects developing project cost structure tracking and reporting project deliverables managing risk applying project management processes and tools and ensuring projects are competed on time within budget and with high customer satisfaction. SUMMARY This position is mainly responsible for setting up new projects and new accounts. ESSENTIAL DUTIES AND RESPONSIBILITIES Putting together proposals/RFPs for existing or potential clients. Development of scope of work documentations. Is responsible for all startup projects or new accounts. Ensures that the account remains both profitable and efficient. Responsible for the initial stages of the project until a suitable AM has been put in place. Work closely with client to understand their needs and operational requirements. Also work with Sykes BDM on pricing issues and operational requirements of the client. Oversee development of all necessary documentations from training to QA to ensure efficiency level of team Oversee implementation of all reporting and invoicing requirements. Get the team up to speed with operations and become stable at the earliest possible time. Does the documentation of team policies, procedures, and guidelines. SUPERVISORY RESPONSIBILITIES Handles Account Managers/Supervisors and agents during the nesting period of the new account. Implementation Manager /Epixtar (September 2005 - April 4, 2006) Epixtar House, 5 Eastwood Avenue, Eastwood City, Cyber Park, Bagumbayan Quezon City, 1010, Philippines SUMMARY Responsible for the over-all development and implementation of new programs as well as campaign ramp-ups. Also responsible for supervising Implementation Analysts and Implementation Supervisors as well as establishing strong positive relationships with the Client, Epixtar Operations and Support groups. Asst. Implementation Manager /Epixtar (July 2005 - September 2005) Epixtar House, 5 Eastwood Avenue, Eastwood City, Cyber Park, Bagumbayan Quezon City, 1010, Philippines Essential Job Functions: Guides the Implementation Analyst in managing Account Managers and/or the client during the Implementation phase. Assists in improving Client Relationship, Implementation Management and Operations Process. Works closely with the local management, Client Services and Sales Team in reviewing the Statement of Work and Contract Documentation and On boarding process for clients. Works closely with Client Services to understand their business needs and providing cost-effective solutions. Coordinates with the Implementation team (Client and Support Groups like HR, QA, IT) to ensure that action items are met on or before the deadline. Accountable for the proper recruitment of staff and identification of core training needs during the implementation phase. Maintains close and constant correspondence with local senior management. Manages Implementation Analysts in identifying, recommending and executing changes to ensure timely and accurate program implementation. Provides timely and effective feedback to Implementation Analysts regarding status related to program being implemented. Works as a leader on the team to ensure the highest performance goals and objectives are met for the client and Epixtar. Coordinates all project schedules and requirements with the Implementation Manager Directs workflow process to appropriate individuals. Implementation Analyst /Epixtar (July 2004 - July 2005) Epixtar House, 5 Eastwood Avenue, Eastwood City, Cyber Park, Bagumbayan Quezon City, 1010, Philippines SUMMARY Identifies and familiarizes every "key" support group critical in contributing to the success launch of a program. To know the exact contact person in-charge of "what" department and to maintain close working relations for the next months to control and follow-up pieces of a program launch. Rapport with these support groups is a must for an IA to maintain at all times. SUMMARY Monitors customer interactions and suggests improvements by means of performance evaluations, data analytics and regular reporting to ensure TeleTech and client standards are maintained. SUMMARY Involved directly with the operations of the company, whose main responsibility is to interface and communicate with the client's customers thru PC's integrated with telephone systems to provide Customer Service. Required to be extremely flexible in the work hours, including working during U.S. daytime hours. Blue Box Program. Account Executive / Discovery Suites (November 1999 - March 2000) 25 ADB Avenue, Ortigas Center, Pasig City, 1600, Philippines SUMMARY Trained in corporate account servicing, cardex/fidelio database updating, and developmental/theoretical applications on hotel operations. Reported to and coordinated with the Sales Managers. SUMMARY Mainly responsible for vehicle introduction, sales, and delivery services to both existing and prospective clients. Handling daily sales reports and activities presented to the Country Sales Manager. Served as team leader in Chrysler's participation in the Auto Summit '99 on August 14 - 21 at the Alabang Town Center. Underwent the 1st Sales Training Seminar of Chrysler International, July 12 - 26, 1999. SUMMARY Coordinated with and reported directly to the bank's Training Director, regarding the various training seminars for the institution. Facilitated and assisted in the conduction of training programs for would-be bank officers and tellers. (Attended training on: Banking Operations and Systems, Marketing and Credit Management, Cash and Commercial Systems, Loans and Discounts, International Banking, Treasury, Trust and Investments, Signature Verification, Counterfeit Detection, and Basics of Supervisory Skills.) T R A I N I N G & C E R T I F I C A T I O N S "I AM SYKES" Awards Honorable Mention for Business Development and Expansion, 2008. DDI Target Selection Training for Resource Hiring Certified, 2008. Stephen Covey's "7 Habits of Highly Effective People" Certified, 2007. SDM (Solution Definition Manager) Costing Tool Certified, 2010.





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