Jayson Rivera

Background

About Jayson Rivera

Experienced professional with demonstrated skills in team leadership, operational strategic planning and execution, project management and business analysis, offshoring, performance and change management, recruitment, risk management and relationship building. SELECTED CAREER ACHIEVEMENTSSuccessfully managed the reduction of ten Operations FTE (23 to 13 - 43.5%) over a period of twenty-three months whilst the requirement for operational support increased across the firm. This was achieved through several process and structure reviews, cross-skilling of staff, performance management, implementation of SLAs and performance metricsLead and supported the implementation of the Operational Excellence methodology across 350 FTE within the Link Group Fund Administration business unitSuccessfully ramped up operational size by 35%(42 FTE) in a period of 12 weeks, where performance expectations were exceeded. Contributed to the Service Level Agreement (SLA) initiative where overall SLA performance improved from 96 to 48 hours. Contribution included implementing a robust operation rhythm, review of team structure and conducting root cause analysis on breached applications. Established and facilitated a training program for 50 staff in an offshore environment to build process capability for further off-shored processes.Achieved a customer satisfaction survey result of 7.6 (Mortgages average 7.3) and staff satisfaction survey result of 84%(Mortgages Servicing average 67%) through performance management and coaching, re-engineering processes and focussing on team engagement activities.