Trust and Safety Senior Manager | IP Ops APAC
Meta Singapore
November 2018–Present
Singapore
- Leads a 7-member team that manages reports surrounding Meta’s policies and procedures, complex legal issues, and the changing landscape of Intellectual Property on the Internet
- Independently drives the strategy for the APAC IP team, drives complex projects, and supports the IP team to enable impact
- Achieved extremely strong employee survey results and upward feedback (100% across all aspects of the Manager dimension) and leverages this strength to build community for the global team, and drive a positive work culture
- Built and expanded 2 cross-functional teams in the APAC region by analyzing the overall IP support infrastructure, building business cases, and negotiating with senior leadership and stakeholders
- Led external engagements and reachouts with IP rightsholders and government agencies to advocate for the team and educate external partners about Meta’s IP policies, which resulted in decrease of low-quality reports and improvement in ops metrics
Community Operations Manager
Uber Philippines Center of Excellence LLC
Sept 2017–Sept 2018
Taguig City, Philippines
- Manages a 100-member Line of Business (LOB) that handles Uber’s critical incidents and social media operations for its Southeast and North Asia markets
- Leads a managed service based in Malaysia to ensure customer satisfaction and quality. Created the Service Level Agreement document to define cooperation rules and metrics they need to exceed
- Automated the case management of Escalated Dangerous Driving issues which improved the team’s Average Handling Time (AHT), Tickets Per Hour (TPH), policy compliance and traceability
Service Delivery Manager
OpenText Philippines, Inc.
February 2016–August 2017
Makati City, Philippines
- Managed a 20-member Development team that develops business-to-business data exchange maps – operationalized the culture of excellence within the team which resulted to 96% reduction of defects and 0 misses in timesheet submission
- Implemented and enhanced processes of the team – led the Quality Management and Innovation Management Projects and implemented these processes to achieve above target Productivity scores for FY16-onwards
- Influenced and drove positive behaviors within the team such as collaboration and timely feedback, and provided positive reinforcements via monthly 1:1 conversations which ensured above target Client Satisfaction Index results • Saved a total of $28.4K USD on FY16 and $38.9K USD year-over-year by moving Level 2 I.T. support work from India to Manila Service Desk Team for an offshore deepwater drilling contractor as the Shift Left Program Manager
Program Manager/Site Resource Manager
Hewlett-Packard Enterprise
April 2015–February 2016
Taguig City, Philippines
- Managed the $4K USD recruitment budget for FY16Q4 by leading a recruitment event targeting Intermediate to Senior/Expert candidates. Was able to exceed target return on investment as this event resulted to 10 Senior and Expert successful hires
