![Joyce Marie Martinez](/_next/image?url=https%3A%2F%2Fcdn.localized.world%2Fusers%2F50406%2Fc66be197-143f-445a-8b08-404f15178fa6.png&w=288&q=75)
Joyce Marie Martinez
Maestría en Administración de Negocios (MBA) en Nexford University
¡Hola, soy Joyce Marie Martinez!
Wealth Operations Team Leader en ANZ Global Services and Operations
Results-driven leader with 5 years of experience managing 15-30 employees in the Banking/Insurance industry. Proven track record of effectively managing medium-sized teams to deliver high-quality services to both internal and external stakeholders. Adept at meeting and surpassing KPI targets, with a focus on process improvement and innovation.
Redes sociales
No se agregaron enlaces sociales
Experiencia
ANZ Global Services and Operations
Wealth Operations Team Leader
June 2015 - May 2021
Managed medium-sized team(s) handling Insurance back-office operations with a focus on providing quality services to internal and external customers. Appointed as Acting Operations Manager for 3 teams from March 2018 Accountable for meeting teams’ set KPI targets Pioneered the Manila Governance working group for Insurance-specific project releases to address issues or gaps that may arise upon implementation. Supported the team in identifying ways to improve processes and systems for better customer service. Spearheaded and implemented automation initiatives to improve mailbox handling; mitigate risk in manual email send-outs; and address input quality for the Case Management team. Ensured compliance with internal and external regulations and controls by equipping members to identify risks and effectively escalate incidents, breaches, and losses; provided support in completing action items in a timely manner. Member of Business Continuity Coordinators and collaborates with different teams ensuring system issues and/or concerns are being reported and addressed. Review and update business continuity plans on a regular basis. Assisted on team members’ self-development by identifying skills, talents, and opportunities inside and outside the team.
ANZ Global Services and Operations
Quality Officer
February 2014 - June 2015
Worked with the team to achieve production and quality targets, having constant communication with the onshore quality officer to ensure calibration in the process. Provides error feedback and coaching for audited items, and cascades or training for process updates and new hires.
ANZ
New Business Officer
June 2013 - February 2014
Worked with internal and external customers to ensure timely and quality service provided for new business insurance applications. Established relationships with ANZ Financial Planning to ensure retention of business through fast turnaround times and efficient servicing of applications
Accenture, Inc.
Data Analyst & Eligibility Consultant – Processor
December 2005 - April 2013
Enrollment eligibility consultant for a U.S. Healthcare Insurance Company handling group medical insurance enrollments; Ensures correct data and client eligibility client prior to processing and coordinates with onshore counterparts on queries and requests that need to be escalated. Handled some administrative functions (reporting) in the absence of Group/Team Leads.
Certificaciones y Distintivos
No se agregó certificaciones o distintivos
Proyectos
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Idiomas
Inglés
Profesional
Japonés
Principiante
Tagalo
Nativo
Habilidades
Leadership
Management
Business Continuity Planning (BCP)
Quality Control and Assurance
Agile Development Methodologies
Innovation
Excel
Stakeholder Relationship Management
Analysis
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