Veronica Santos

Global Business Excellence Leader with nearly 20 years in the BPO industry, specializing in continuous improvement, transactional quality management, and process optimization & standardization. Proven track record of governing global business excellence programs across accounts and regions, scaling best practices, and building Kaizen-driven culture to consistently exceed corporate strategic & financial targets.

Director, Business Excellence at Hinduja Global Solutions Inc. (2018-04 – 2026-03)

• Global Corporate Business Excellence Leader: Served as the global lead for Corporate Business Excellence & Transformation, governing the implementation of global initiatives across different geos to ensure alignment with corporate objectives. Managed the global BET database, monitors monthly progress and creates the BET Dashboard to communicate achievements against annual targets to global stakeholders.
• Lean Six Sigma Training & Certification: Spearheaded LSS training and certification programs for the organization and external client staff. Facilitated workshops and assessments, mentored project managers through project completion, and drove program enrollment through active stakeholder engagement.
• Innovation & Kaizen Culture Building: Orchestrated the deployment of the AIM (All Ideas Matter) program, fostering a robust Kaizen culture across the organization. Managed the full lifecycle of employee idea generation—from submission to implementation—and established quarterly reward systems to recognize top contributors.
• Continuous Improvement Projects: Led and contributed to high-impact continuous improvement projects utilizing LSS methodologies to eliminate operational bottlenecks. Tracks projects and benefits, ensuring proper documentation and the achievement of annual financial targets.
• Knowledge Management & Best Practice Replication: Managed a centralized repository of validated case studies and operational best practices. Drove the end-to-end replication of successful strategies across diverse global accounts and hosted quarterly global webinars to promote continuous knowledge-sharing.
• Reporting & Business Support: Managed the global BET initiatives database, ensuring rigorous tracking of monthly performance against annual targets. Aggregated and reviewed contractual metrics across accounts for performance reviews. Supported the RFP (Request for Proposal) processe by presenting strategic frameworks and value-add case studies to prospective clients.
• Operational Readiness & Internal Audits: Conducted quality audits for new program launches to ensure seamless transition to operations. Led annual internal ISO audits, managed documentation reviews, and conducted risk assessments to uphold global compliance standards.
• Client Satisfaction Survey (CSAT): Deployed annual Client CSAT surveys for clients from all HGS entities. Coordinated with third-party vendors, oversaw project timelines, and drove the successful completion of post-survey corrective action plans.
• Internal Customer Satisfaction (ICSAT): Deployed the annual global ICSAT survey to measure synergy between Operations and Support. Managed questionnaire design, survey tool UAT, collection of respondent lists, and the tracking of subsequent action plans.

Manager, Voice of Customer at Globe Telecom Inc. (2015-07 – 2018-04)

• Delivering on Voice of Customer strategy across the organization – includes VOC capture and measurement, insights & analysis, engagement & communication
• Transactional VOC: Driving Net Promoter Score (NPS) across the organization – responsibilities include: annual baseline & target setting computations, approval & target cascades, monthly reporting to Brands by integrating results and trends from various surveys & channels (customer transaction surveys, network surveys, social listening, etc.), engagement & communication ("Customer Hour" presentations, partner visits/roadshows, recognition initiatives, partner enablement, etc.)
• Relational VOC: Establishing relational measurement across the organization – responsibilities include working with partners for running annual surveys, initiating adhoc surveys and qualitative studies, sharing results and insights to various groups to enrich their planning and strategies
• Program lead for internal relationship & culture-building survey for Globe employees and vendor partners (iCSAT Survey) – responsibilities include: program governance & communication, enablement of champions, kick-off events and roadshows, tool management and enhancements, results cascades, action planning, & target setting

Business Analyst & Channel Marketing at HP Philippines Inc. (2014-01 – 2015-07)

• Responsible for driving the Partner Program Framework & its value to the business & partners. Orchestrate process, timeframe and resources.
• Drove completion of partner specializations as part of the overall Channel Partner Program
• Coordinated with teams on half yearly partner quota setting and profiling process
• Responsible for providing support to the Sales team thru reporting weekly performance dashboards & program trackers
• Worked with sales team on Partner Business Plans and attended quarterly performance reviews
• Drove channel communication (external & internal) via events, NPIs, conference calls, Partner Portal, etc.
• HPPC Idol Award: Q1 2015

Quality Manager at WNS Philippines Inc. (2010-06 – 2014-01)

• Responsible for providing support to Operations in meeting and exceeding clients expectations in Quality of Delivery of Service and Customer Satisfaction
• Coordinated with both client and internal customers to ensure processes alignment and support towards account goals and desired operational metrics.
• Worked closely with individual account managers on specific needs for their accounts and partnered with the Operations Team on quality and process improvement initiatives.
• Responsible for tracking adherence to the Quality Development Roadmap for various levels and mentored on improvement projects.
• Encouraged learning and development by conducting training sessions on Lean and Six sigma concepts and tools.
• Promoted and drove idea generation and best practice sharing forums to foster a culture of continuous improvement.
• Star Awards: Best Support Team (Q3 & Q4 2010)

Transaction Monitoring Manager at Convergys Services Corporation (2007-09 – 2009-02)

• Responsible for meeting overall quality standards across different accounts
• Responsible for daily operations of the quality team with regard to accuracy and performance of staff activities including consulting; evaluations; and analysis; as well as the skill level and development of the team across multiple sites and/or programs.
• Ensured compliance to the company's transaction monitoring processes and associated client requirements
• Responsible for selecting, training, developing, and managing the performance of direct reports; providing prompt and objective coaching and counseling; and coordinating, planning, and assigning of work for staff development and professional growth.

Quality Deputy Manager at IBM Daksh Business Process Services (2005-04 – 2007-09)

• Pioneered the central quality team (School of Excellence)
• Responsible for standardization and streamlining of Quality processes across different accounts.
• Responsible for improving the competency level and technical skills of all Quality staff.
• Created training modules and conducted Quality-specific training programs.
• Responsible implementation of the quality team of newly acquired accounts, which included: hiring, training, implementing quality processes and forms

Quality Assurance Lead at ICT Group, Inc. (2003-09 – 2005-04)

• Supervised a team of Quality Analysts for an Outbound Sales credit card acquisitions program.
• Monitored calls & provided feedback to agents
• Motivated performance on Quality targets of QA specialists & responsible to performance appraisals, regularization, etc.
• Conducted regular external calibrations with the client
• Prepared trending reports & analyses on quality metrics

Customer Service Representative at ePLDT Parlance Systems, Inc. (2002-06 – 2003-09)

• Handled inbound customer service calls for a satellite service company.
• Handled billing, programming, and equipment queries.

BS Commerce in Advertising Management – De La Salle University – Manila (1998 – 2001)

High School Diploma – Poveda Learning Centre (1994 – 1998)