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Jesús Velandia | Deck Operations Manager

Location: Bogotá, Colombia
Compensation range discussed (USD): $2,000-$2,800
LinkedIn Profile | Email: [email protected] | Phone: +54 9 11 5320-4884

Summary

Service Delivery Manager with over 6 years of experience in the BPO industry, specializing in financial services and client relationship management. He has a proven track record of leading teams of over 150 people in Colombia, focusing on business growth for US-based clients. Jesús excels at optimizing KPIs, managing budgets, and implementing operational improvements. He is a strategic problem-solver who has successfully launched a new Line of Business (LOB), expanding operations from 50 to 150+ advocates in two months, and has led the development of more than 20 team leads. 

Candidate Snapshot

US-Based Experience:

○ 6 years of experience working with US-based clients serving as the main liaison for a key financial services account. 
○ Rapid career advancement, progressing from a Customer Advocate role at Cash App (a New York-based financial company) to a Service Delivery Manager role at Concentrix, a global technology and services company specializing in customer experience based in California.
Other US-clients he's worked with include:
• Teleperformance - Uber
• Sitel - Just Energy LLC
• Concentrix - Citibank

Team Leadership Experience:

Experience managing large teams in BPO having overseen the performance of 150+ team members, and directly managing and developing 12 team leads.

Process Optimization Focus:

Skilled in workflow optimization using agile methodologies, having implemented operational strategies that reduce shrinkage. His work has resulted in the successful launch of a new LOB, expanding operations from 50 to over 150 advocates in two months.

Education:

○ Bachelor of Arts in Psychology | Fundación Universitaria Sanitas, Colombia (2018)

Tools Used:

○ Excel | Advanced (5 years)

○ Planner | Advanced (3 years)

○ Salesforce | Intermediate (2 years)

○ Trello | Intermediate (1 year)

○ Clickup | Intermediate (1 year)

○ Power Automate & Power Apps | Intermediate (6 months)

○ Co-Pilot | Beginner (6 months)

Meet Jesús

This video from our screening interview provides a look into Jesús's background and his experience.

Key Qualifications & Highlights 

Team Leadership Environment

○ High-Volume Team Leadership: Proven track record of leading medium to large teams, overseeing the performance of over 150 team members, including customer service advocates, team leaders, and senior team leaders. He also has a history of managing operations with 50+ people for a major US-based financial company.
○ Talent & Leadership Development: Directly developed more than 20 supervisors, with two becoming top performers among four other GEOs. His experience includes designing and implementing action plans for their continuous growth and supervising the selection, training, and development of new personnel.
○ Mentorship & Strategic Planning: Skilled at creating and implementing structured programs to develop talent, as demonstrated by his "mentorship program" for junior team leaders that leveraged gamification to accelerate their growth.
○ Cross-Functional Collaboration: Orchestrates cross-departmental collaboration to enhance operational efficiency, specifically linking HR and Operations teams to improve overall workplace well-being.

People & Operations Management

○ Operational Strategy & Shrinkage Reduction: Experienced in developing and implementing operational strategies that reduce shrinkage and maintain high performance standards.

○ Launch & Implementation of New Operations: Has launched new operations, including leading a new branch and successfully launching a new Line of Business (LOB), expanding operations from 50 to over 150 advocates in two months.

○ KPI & Metrics Management: Proficient at overseeing the performance of large teams, achieving more than 10 KPIs. He regularly prepares KPI reports and presents results to leadership.

○ Client & Stakeholder Management: Acts as a key liaison between clients and internal stakeholders, ensuring contractual compliance and high-quality standards. He has experience providing support to customers of a major US financial company.

Top Team Leadership Achievement (Star Method)

○ Situation: As an Operations Coordinator, Jesús was responsible for onboarding 12 junior team leaders in five months for a new operation. The challenge was to quickly enable these new leaders to drive performance and achieve targets in an industry with a typically high attrition rate, aiming to keep it below 5%.

○ Task: The goal was to accelerate the learning curve of the new team leaders, enabling them to hit key performance targets earlier than expected and contribute to the team's overall success.

○ Actions: Jesús designed and implemented a "mentorship program" that paired the junior team leaders with more experienced team managers from other industries. He integrated gamification and healthy competition into the program to increase engagement and motivation. He also leveraged planning tools like Trello, Planner, and other Microsoft tools to ensure the program was structured and trackable.

○ Results: Through the mentorship program, the new team leaders not only hit their targets but did so in just four months, a month ahead of schedule. The success of this initiative was directly attributed to the strategic planning and tailored approach to understanding and motivating each team leader's specific drivers.

Screening Interview - Key observations

○ Motivation for Change: Jesus is seeking a role with a better work-life balance, noting that his current position requires him to work around 60 hours per week. He is an active person with hobbies that include playing volleyball and motorcycling, and he also runs a small e-commerce business, with the goal of opening a physical store. 

○ Fit for the Role: He sees this opportunity as a perfect fit for his skills, particularly his experience as a Project Manager in the last five years. He understands the real estate market in the US, recognizing the pain points of realtors, such as manual lead management, and sees this company’s solution as a key to helping them be more competitive.

○ Leadership & Coaching Style: His management style is based on clear objectives and strategic planning. He uses Agile and Scrum methodologies to organize a backlog and holds weekly progress meetings. His background in psychology is a key asset; he focuses on developing people's skills and understanding their individual motivations (“WIIFIM - What’s In It For Me”) to ensure they have the right tools to perform well.

○ Experience & Professional Background: Jesús has over eight years of experience in the BPO industry and has worked with US-based companies in various sectors, including energy (Just Energy), fintech (Cash App), and financial services (Concentrix). He has experience managing remote, on-site, and hybrid teams.