Industry:Banking / Financial ServicesEmployment Period:March 2019 to January 2025 (70 Months)Duties and Responsibilities:Business Operations Analyst - Leave Management Team
February 2016 - March 2019
November 2014 - February 2016
- Managed end-to-end processes for employee leave applications, including submission, approval, and return-to-work coordination.
- Collaborated with HR, payroll, and operations teams to ensure a seamless transition throughout an employee's leave period, from the first day of absence to the anticipated return date.
- Acted as the primary point of contact for managers and employees, fostering effective communication and teamwork to ensure a smooth leave management experience.
- Accurately maintained schedules in company scheduling systems and updated timesheets to prevent pay discrepancies.
February 2016 - March 2019
- Oversaw client onboarding processes, ensuring data accuracy through
- thorough quality checks and proper coding while managing a team to
- achieve timely and accurate execution.
- Directed logistics for client equipment and requirements, collaborating with
- internal teams to deliver a seamless and efficient onboarding experience.
- Served as the primary point of contact for clients and internal teams,
- facilitating effective communication and collaboration between sales teams
- and clients for successful onboarding.
- Acted as the escalation point for the Cebu team, resolving complex issues
- and providing expert guidance to ensure optimal team performance.
- Led and mentored a team of onboarding specialists, delivering training,
- support, and ongoing development to foster high performance and
- maintain knowledge retention across the team.
November 2014 - February 2016
- Managed the onboarding process for new hires, including schedule creation, manager assignments, and leave entitlement setup, ensuring a smooth transition into the organization.
- Monitored business chat platforms to address real-time operational requests, providing prompt and efficient support.
- Reviewed and processed SharePoint requests for various leave types, including vacation, sick leave, and maternity leave, ensuring compliance with company policies and accurate recordkeeping.
- Delivered personalized customer service to consistently exceed clients 'expectations for timeliness and quality.
- Processed financial transactions accurately and efficiently, ensuring adherence to bank protocols.
- Investigated and reported fraudulent or disputed transactions to the appropriate departments, including Debit/Credit Card Fraud and Claims.
- Addressed client requests and inquiries, managing the administration ofrewards programs and fee adjustments.
- Responded to customer inquiries by following established workflows, utilizing active listening and probing techniques to identify needs and provide solutions.
- Handled financial and non-financial inquiries, such as billing errors, disputes, transaction issues, misapplied payments, and account maintenance, ensuring resolution and client satisfaction.
- Temporarily assumed Team Leader responsibilities during absences, maintaining smooth day-to-day operations and ensuring team performance remained on track.
- Provided guidance, support, and oversight to team members to meet performance targets and maintain operational efficiency.
- John Francis is an experienced Business Operations Analyst with a strong background in banking, finance, and workforce management.
- With over 10 years of experience, he has worked extensively in financial services, leave management, client onboarding, and fraud investigation.
- As a Business Operations Analyst in Leave Management involves handling employee leave processes, coordinating with HR and payroll teams, and ensuring accurate record-keeping.
- He has also worked in merchant services onboarding, where he led a team to oversee client data accuracy, facilitate seamless onboarding, and act as the primary point of contact for escalations.
- Previously, John worked as a Retail Banking Specialist, where he processed financial transactions, investigated fraud and disputed transactions, and handled account maintenance.
- His ability to manage operational processes, mentor teams, and handle high-level financial tasks makes him a highly skilled candidate for roles in banking operations, financial services, or workforce management.
- Processed financial transactions, fraud claims, and dispute resolutions, ensuring compliance with banking policies.
- Led merchant services onboarding, managing client requirements, data verification, and coding accuracy.
- Oversaw employee leave applications, payroll coordination, and scheduling updates, ensuring seamless transitions.
- Investigated debit/credit card fraud and claims, reporting findings to appropriate departments.
- Acted as a Relief Team Lead, mentoring teams and ensuring performance metrics were met.
- Skill Proficiency:
- Banking Operations & Financial Transactions
- Fraud Detection & Claims Investigation
- Client Onboarding & Merchant Services
- Workforce & Leave Management
- Project & People Management
- Problem-Solving & Process Optimization
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- CRM Systems (Salesforce, EWFM, TITAN)
- Microsoft Office Suite (Excel, Word, PowerPoint, Visio)
- Banking & Leave Management Software
- Communication & Collaboration Tools (Slack, Google Workspace, Avaya, Polycom, RingCentral)
- Can start immediately
Predictive Index Behavioral Profile - PromoterTech / Software Proficiency:
Strongest Behaviors
- Socially informal, extroverted, and outgoing; gets familiar quickly. Communicates in an uninhibited, lively, and adaptable manner, drawing others into the conversation.
- Interested in people, building relationships, and teamwork rather than technical matters. Affable, optimistic, and easily trusting.
- Focused on goals and the people needed to get there, not details or plans; frequently delegates details.
Behavioral SummaryJohn Francis is an outgoing, talkative, very friendly individual, a lively and stimulating communicator. A good mixer who is poised, active and responsive in social situations.
The complete extravert; informal and uninhibited in their behavior; understands people well and is capable of using that understanding to gain the friendship and cooperation of others. It is important to this individual to be liked and accepted, and they express themself to individuals or groups with warmth and enthusiasm. Easily understands and accepts other viewpoints, ideas, and feelings, and can be effective at getting diverse groups to come together and collaborate.