It's time to take the wheel and drive this technological revolution that will shape the future of the IT-BPM industry.
Makati Shangri-La Hotel
October 13-14, 2014
We live in exciting times in the Philippines. IBPAP, through the IOS 2013, provided the participants the opportunities, and showed dynamism of the Philippine IT/BPO industry, which has contributed much to our economic growth. More power to you!
- Marcos Punsalang, Special Assistant, DFA
Very well planned and organized. Very informative and useful. Gala dinner made me feel proud to be a Filipino. Justified my decision two years ago to turn down an opportunity to work abroad and just stay in the Philippines.
- Jay Yulo, Country Head Talent Acquisition & Training, Infosys
Very relevant and timely topics. The "Bots" are thought-provoking.
- Jun Shra, Managing Director, CEDFIT
Very good newcoming event. Learnings are great and practical to implement. See you next year.
- George Salinas, General Manager, FMSS
Once again, the IOS proved to be the best venue for BPM networking, and learning about the latest trends in our industry.
- Erik Nielsen, President, Magsaysay BPO Inc. (GPM)
Great IOS! Great insights! Great Leaders! Looking forward to next year!
- Rommel Ignacio, General Manager for Quality, WNS Philippines
Good networking opportunity, nice to see people in the industry now in new senior roles.
- Jackelene Aquino, Country Manager, WNS Philippines
Good job guys in bringing in all the experts/resource speakers to IBPAP.
- Jominee Mangaser, SR. IT Manager, Affinity Express Philippines Inc.
Excellent venue for keeping updated on the IT-BPM industry challenges, trends, and opportunities. Thank you for the excellent schedule all aring for quality networking with industry colleagues.
- Wins Mirasol, Manager, IBM GPS
Congratulations IBPAP for holding IOS 2013 and for leading the Philippine IT/BPM industry to its global pinnacle of success.
- Marcos Punsalang, Special Assistant, DFA
formerly International Outsourcing Summit
Registration Coffee Bar
IIS Business Marketplace - Ribbon Cutting Ceremony
Jose Mari Mercado, President and CEO, IBPAP
The Philippine IT-BPM Complex: Moving from strength to strength
Jose Mari Mercado, President and CEO, IBPAP
Presenter and Panelist:
Vikrant Khanna, Principal, Tholons
Mark Galutera, Chairman, GICC
Joey Gurango, President, PSIA
Benedict Hernandez, President, CCAP
Alvin Juban, President, GDAP
Dr. Penny Lauchangco, President, HIMOAP
Benjamin Marasigan Jr., President, ACPI
Market Watch: Opportunities from the land of opportunity
Jon Kaplan, President, TeleDevelopment Services
Matthew D’Uva, President and CEO, SOCAP International
Brian Johnson, CEO, Teleperformance
Tim Searcy, CEO, iPacesetters
Michele Shuster, Partner, MacMurray Petersen Shuster LLP
ATTENTION: Brand strategies that attract investment
Gillian Joyce Virata, Executive Director, Philippine Women’s University
Ministry of Post, Telecommunications and Information Technology, Bangladesh
JAMPRO Trade and Investment Jamaica
Deepak Mangla, CEO, Global Head of Global Service Centers, JPMorgan Chase & Co
The New Hardware: Systems up in the Cloud
Ronald Arambulo, Executive Director, IBPAP
Tracking Progress: Updates on the NWCs
Monchito Ibrahim, Deputy Executive Director, DOST-ICTO
Lizabel Holganza, President, NICP
Hon. Monico Puentevella, Mayor, Bacolod City
Sponsored by: Globe Business
Anand Shankar, Chief Commercial Officer - Asia Pacific, Aon Hewitt
Opening for Day 2
Dr. Lilia De Lima, Director General, PEZA
Simply Captivating: The growth of Global In-house Centers
Presenter and Moderator:
Benjamin Azada, Pricewaterhouse Coopers
Paolo la’O, Vice President and Head of Global Delivery Communications, Wells Fargo Enterprise Offshore Program
Nihar Nidhi, CEO, Philippine Global Service Center, JP Morgan Chase
Roger Salazar, President and Country Lead, UHG
Paul Townsend, General Manager, Capital One Philippine Support Services Corp.
Mohammed Zafar Ali, Director for Management Consulting, KPMG
Head to Head: Bridging the Generation Gap
Genny Marcial, Executive Director for External Affairs, IBPAP
Gian Scottie Javelona, CEO, OrangeApps, Inc.
Bea Lim, Managing Director, TeamAsia
Greg Kittelson, Chairman, KMC Mag Solutions, Inc.
Rainier Tan, Vice President, Operations Deployment, Convergys
Joji Aguila, Senior Director for Learning & Development, Hinduja Global Solutions
Social Media: Now more than ever
Monette Hamlin, President, TeamAsia
Jos Ortega, CEO, Havas Media Ortega
Hans Eric Chua, Director, International Institute of Digital Marketing
Stephanie Wilson, Executive Vice President and Head for ACM, Firstsource Solutions Ltd.
Talent Leads: Closing the leadership gap
Penny Bongato, Executive Director, IBPAP
Presenter and Panelist:
Anand Shankar, Chief Commercial Officer - Asia Pacific, Aon Hewitt
Sarah McLeod, Executive Vice President, Q2HR Solutions
Asheesh Mehra, Vice President and Head of BPO - APAC, Japan and the Middle East, Infosys BPO Ltd.
Joyce Penalosa, Chief Human Resource Officer, QBE Insurance Group Limited
Sponsored by: PLDT Alpha Enterprise
Consulting Partner, PricewaterhouseCoopers (PwC)
A partner at PwC’s Southeast Asia Consulting practice based in Manila, Benjamin Azada recently moved from PwC Hong Kong, where he spent over a decade helping clients in China and across the region plan and deliver enterprise-wide transformation programs. He has 17 years of operations consulting experience which includes offshoring and shared services implementation.
Benjamin’s short to medium-term plan is to expand PwC Philippines’ advisory capabilities in shared services and outsourcing, from strategy to execution. He hopes to be an active participant in the Philippines’ business process management community in the coming years, creating value for clients and helping the sector grow further. An engineer with postgraduate diploma in business administration, Benjamin is a member of the Hong Kong chapter of the Institute of Industrial Engineers.
Chairman, Global In-House Center Council
Mark Galutera leads DSM Manila LLC, the global in-house shared services centre for the international law firm White & Case. In 2007, Mark founded DSM Manila which has earned recognition for shared services excellence from three international ICT awards. Mark also helped DSM achieve a zero-attrition rate on its first year, and sustain an industry-leading two percent annual attrition rate through its first five years of operation.
Mark is a veteran of the business processing and shared services industries, becoming the first Filipino vice president for the Pennsylvania-based ICT Group, and serving as enterprise HR director for software-developer, Alvion. His expertise stems from his 20-year career built on leadership in the areas of operations, human resources, people development, and sales & marketing.
President and Director Philippine Software Industry Association Founder, CEO and CTO Gurango Software
Joey Gurango started his IT career with two of the largest tech companies in the world—Apple and Microsoft. In 1987, he founded Match Data Systems (MDS) and in 1991 he went back to the Philippines to bring MDS’ operations to the country. He eventually sold MDS which was later acquired by Microsoft. After the acquisition, Joey served as the Asia-Pacific Regional Director for Microsoft Business Solutions.
His vast experience, knowledge, and contribution to the IT industry earned him recognition from the Philippine Center for Entrepreneurship as one of the country’s Ten Most Inspiring Technopreneurs. In 2007, he was inducted into the Hall of Fame for Microsoft’s Most Valuable Professionals.
Currently, he is the CEO and CTO of Gurango Software, an award-winning global provider of human capital management solutions. He is also the president of the Philippine Software Industry Association, and has co-founded several other software start-ups such as SPRING.ph.
President, Contact Center Association of the Philippines
Benedict Hernandez has 15 years of leadership and management experience in the customer care and outsourcing industries. He is the founding president of the Contact Center Association of the Philippines (CCAP), and was president and CEO of the IT-Business Processing Association of the Philippines (IBPAP). He was named as one of the Ten Outstanding Young Men of the Philippines for Business Leadership in 2006, and was awarded the ICT Champion Award by the Department of Trade and Industry in 2008. He was appointed as general manager of eTelecare Global Solutions in 2000, and helped it grow to a US$200 million operation with 10,000 employees.
Before working in the IT-BPM industry, Benedict spent seven years in the telecommunication, setting up and building the customer care operations of Nextel Communications Philippines Inc., where he served as vice president for customer care, and Smart Communications, Inc., where he last served as customer care manager.
President and Chairperson, National ICT Confederation of the Philippines
Lizabel “Wit” Holganza is the president and chairperson of the National ICT Confederation of the Philippines, a national organization composed of over 40 ICT councils in Luzon, Visayas and Mindanao. She is also vice president and committee chair for policy and advocacy of ICT Davao Inc. She serves as chief executive officer of several Davao-based companies, namely: Nanoscript Inc., a technical training facility for aspiring BPO professionals; and ZipIT Solutions, a business process outsourcing provider for Health IT Services and voice-based customer service.
Founder and CEO, OrangeApps, Inc.
Gian is the co-founder and chief visionary officer of OrangeApps Inc. He founded the very first school for mobile portal application in the Philippines during his junior year at Polytechnic University of the Philippines (PUP).
He is a visionary who wants to change the way how the world learns. With this vision, he wants to change people’s lives by building revolutionary products. His first company, OrangeApps Inc., was funded by leading incubator in the country, IdeaSpace Foundation, Microsoft Corporation (Bizpark Program), and other Angel Investors from Southeast Asia.
He represented the Philippines on the first reality TV show in Channel News Asia Singapore, where he was the youngest and only Filipino who got to the top ten. He was Manila Bulletin’s Top 7 News Maker of 2012, PUP’s
Innovator of the Year 2013, and Meg Magazine’s 30 Under 30 Young Achievers.
Orig: Gian Scottie Javelona is the co founder and Chief Visionary officer of OrangeApps Inc. known as the Pinoy Steve Jobs,he founded the very first school mobile portal application in the Philippines during his junior year at Polytechnic University of the Philippines.
He is a visionary who wants to change people’s lives by building revolutionary products making his first Company OrangeApps Inc. funded by the Leading Incubator in the country Ideaspace foundation, Microsoft Corporation (Bizpark Program) and other Angel Investors from south east Asia. Part of his board of directors is the head coach of Gilas Pilipinas Coach Chot Reyes, PV Aquino CEO of Jack en Poy.
He represented the Philippines on the first Reality TV show in Channel news Asia Singapore we’re he is the youngest and the only Filipino company who got it to the top 10. He was awarded by Manila bulletin as top 7 news makers of 2012, PUP Innovator of the year 2013, 30 under 30 young achievers of Meg Magazine. His Vision is to “CHANGE THE WAY HOW THE WORLD LEARNS”
President, Game Developers Association of the Philippines
Alvin Juban is the president of the Game Developers Association of the Philippines, an association committed to the advancement of the game development industry in the country. He served as director for business development at Synergy 88 Studios, which does design and development of art, animation, and games across different platforms. Alvin also held various positions for several studios and consultancy firms that are into print and online applications. While working with these organizations, he was able to establish new business units, manage and direct the production of local customized interactive multimedia-learning applications in the field of sales, training, human resources, and education.
Prior to these, he was a location/production and territory manager, and research assistant. Alvin was also into publication, contributing his expertise in projects such as the ASEAN Internship Project for SMEs 2014; TESDA’s Courseware Design and Development; and the ASEAN eCommerce Database Project in 2010.
President, TeleDevelopment Services, Inc.
Jon is the president of TeleDevelopment Services, Inc. He was the 1997 National President of the American Teleservices Association (ATA) and is currently the Chairperson for the ATA International Committee. Starting his call center career in 1979, Jon spent his first eight years managing the start-up of in-house call center operations for the BF Goodrich Company and General Motors. He spent six years in the service agency arena, working as vice-president of a large service agency and then as founder and president of his own service agency. Jon and TeleDevelopment are recipients of a number of industry awards, including two Telo Awards (ATA) and one ACCE Award (Customer Interface Magazine). In 1999, he was declared Call Center Magazine’s Industry Pioneer of the Year.
For almost a decade, Vikrant Khanna has been advising both private organizations and governments on services globalization and allied initiatives. He has been part of several government-led initiatives on building & executing IT/BO competitiveness plans that included articulating location value propositions, targeting potential customer geographies, and execution of skills development strategies to create the right-skilled, industry-ready talent to support sustainable business growth.
He has also worked for various globalization initiatives with organizations that have spanned activities like sourcing strategy, cost & location optimization and performance benchmarking. Through working for international organizations from Columbia, Egypt, Guatemala, India, Jordan, Philippines, Sri Lanka, Thailand, and Uruguay, he has developed insights on location selection, operations setup, and scale-up of global operations.
Prior to joining Tholons, he was a senior consultant at Aon Hewitt’s Transaction & Transformation Practice, and has worked with QAI Global, HCL Technologies, and The Indus Entrepreneurs (TiE).
Chairman, KMC MAG Group
Gregory Kittelson is the chairman of KMC MAG Group, a full-service real estate firm based in Bonifacio Global City. In addition to KMC MAG Group, Gregory is the chairman of KMC Solutions, an IT-BPM and serviced office company, and is the managing director of Kittelson & Carpo Consulting. In the past six years, Gregory and his three companies have assisted over 600 companies setting up, outsourcing, offshoring, and doing business in the Philippines. Heavily involved in business consultancy, Gregory has a wealth of experience in various areas including: IT-BPO, software development, Internet companies, recruitment, serviced offices, and real estate.
Previously, Gregory worked with three start-ups in Manila: FBM Software, Digital Media Exchange and FBM e-Services.
Vice President and Head of Global Delivery Communications, Wells Fargo EGS Communications
Paolo leads the communications function over all Enterprise Global Services (EGS) sites for Wells Fargo. He is responsible for strengthening alignment and execution of consistent communication strategy across all geographies, and elevating the perception of the bank in the local markets as an employer of choice. He is a member of the EGS Delivery Leadership team, crisis management team, and a director on the board of the Philippines legal entity.
Paolo has more than 15 years of experience in marketing and corporate communications, strategy and management, primarily in the IT-BPM and financial services industry. Prior to joining Wells Fargo, Paolo was vice president and head of marketing and communications for JPMorgan Chase in the Philippines. Prior to this role, he served as a global communications manager for the customer management division of Convergys upon returning to the Philippines from 12 years of education and work experience in the US.
Orig: Paolo la’O leads the communications function over all Enterprise Global Services (EGS) sites for Wells Fargo. He is responsible for strengthening alignment and the execution of consistent communication strategy across all geographies, and elevating the perception of the bank in the local markets as an employer of choice. Paolo is a member of the EGS Delivery Leadership team, the Crisis Management team and a director on the board of the Philippines legal entity.
Paolo has more than 15 years of experience in marketing and corporate communications, strategy and management, primarily in the IT-BPM and Financial Services industry. Prior to joining Wells Fargo, Paolo was the vice president and head of Marketing and Communications for JPMorgan Chase in the Philippines. He was responsible for all aspects including corporate communications and media relations, recruitment marketing and branding strategy, and crisis communications. Prior to this role, Paolo served as a global communications manager for the Customer Management Division of Convergys upon returning to the Philippines from 12 years of education and work experience in the US. He holds a degree in Marketing from the La Salle University in Philadelphia, Pennsylvania.
Managing Director, TeamAsia
Bea started her marketing career as TeamAsia’s marketing manager. Fuelled by her passion for storytelling, she took up her master’s in integrated marketing communications (IMC) at Emerson College in Boston, Massachusetts, where she received the President’s Award, the highest level of academic achievement given by the institution, with a 4.0 average. As managing director, Bea drives TeamAsia’s world-class IMC practice with her progressive leadership and deep knowledge of international trends. She spearheaded some of the company’s biggest projects for various clients in different industries. She’s also one of the key persons behind the very successful annual CSR project, My Dream in a Shoebox. Bea’s passion for big ideas and bringing them to life translates into exceptional IMC campaigns that leave stronger and meaningful connections with brands, clients and partners.
Executive Director for External Affairs and Membership, Information Technology and Business Process Association of the Philippines
Genny Inocencio-Marcial is the executive director for External Affairs and Membership of the Information Technology and Business Process Association of the Philippines (IBPAP). As executive director for membership, Genny boosts awareness about IBPAP among industry and non-industry players, meets with potential investors, and holds regular discussions with members on various industry concerns and issues.
As executive director for external affairs, Genny improves the cost competitiveness of the Philippines as a preferred destination for investors by developing and maintaining strong partnerships with the Executive and the Legislative branches of government. Genny establishes and strengthens relationships with government agencies, LGUs, and key officials to ensure continuous support for the IT-BPM sector and IBPAP initiatives.
Before IBPAP, Genny was senior manager for external affairs at Sutherland Global Services Philippines, corporate affairs and PR manager at Araneta Center Inc., group PR manager at Swissbelhotel International (Regional Office – Jakarta, Indonesia), PR manager at Sofitel Philippine Plaza, and marcomm manager at The Linden Suites.
Orig: Geraldine Inocencio-Marcial, or “Genny” to is the Executive Director for External Affairs and Membership of the Information Technology and Business Process Association of the Philippines (IBPAP). As Executive Director for Membership, Genny constantly tries to boost awareness about IBPAP among industry and non-industry players, meets with potential investors and foreign companies looking for outsourcing providers here in the Philippines, and holds regular roundtable discussions with members on various industry concerns and issues. She also leads the Membership Committee in screening membership applicants to IBPAP, attends member-led meetings with potential clients to support their bids for new businesses and conducts industry overview briefings for visitors.
Wearing her other, equally important, hat as Executive Director for External Affairs, Genny helps improve the cost competitiveness of the Philippines as a preferred destination for IT-BPM work by developing and maintaining strong partnerships with the Executive and the Legislative branches of government. Through her effectiveness in government relations, she has successfully influenced the passage of various policies and pieces of legislation vital to the growth of the industry. She is also responsible for increasing the influence of IBPAP as a vital resource for key government circulars and issuances. In August of 2012, she managed the crisis caused by the sudden work suspension announcement due to the monsoon floods.
Genny leads the IBPAP’s Legislative Committee in its various undertakings and in the fulfillment of its mandate of maintaining the attractiveness of the Philippines as an IT-BPM destination through a predictable legislative and policy-making environment. She is in charge of establishing and strengthening relationships with government agencies, LGUs, and key officials to ensure continuous support for the thriving IT-BPM sector and the many IBPAP initiatives. She also interacts regularly and attends dialogues with concerned agencies and officials, and ensures that these are aware of the industry’s stand on critical issues and concerns by furnishing both Houses of Congress and concerned government entities with relevant position papers, letters and supporting studies.
Before IBPAP, Genny was Senior Manager for External Affairs at Sutherland Global Services Philippines, Corporate Affairs and PR Manager at Araneta Center Inc., Group PR Manager at Swissbelhotel International (Regional Office – Jakarta, Indonesia), PR Manager at Sofitel Philippine Plaza, and Marcomm Manager at The Linden Suites.
Executive Vice President, Q2 HR Solutions
Sarah’s 25 years of people experience proved decisive when she joined Q2 HR SOLUTIONS in 2008. Having started as a chef back in the ‘80s, and a self-confessed foodie to this day, she realized that she far more enjoyed the people side of the business than the kitchen side. From restaurant management and event planning, she went back to college and took marketing and business management. Always with one hand on business development and people management, this ensures innovative and proactive ways of dealing with people and situations. Sarah’s dynamism, professionalism, and awesome expectations ensure customers—clients or candidates—and their needs always come first.
Currently, she is a trustee of the Manila Club, the oldest British Club in the Philippines, chairperson of Springboard Foundation and Asian Student Christian Foundation, and warden of the British Embassy. She served as president of the British Women’s Associates and was the director of the British Chamber of Commerce of the Philippines (BCCP).
Orig: 25 years of 'people experience' proved decisive when Sarah joined Q2 HR SOLUTIONS in 2008. Having started as a chef back in the 80's a self-confessed "foodie" to this day, she realized that she far more enjoyed the people side of the business than the kitchen side. Moving to restaurant management and event planning she went back to college to take Marketing and Business Management. Always with one hand on business development and people management this ensures innovative and proactive ways of dealing with people and situations.Her dynamism, professionalism and awesome expectations ensure customers - client or candidates - and their needs always come first. She works hard and plays hard and whilst she may not always have all the answers in this rapidly developing industry after 4 years, she invariably "knows somebody who does"!
Currently Trustee of the Manila Club – oldest British Club in the Philippines
Chairman of Springboard Foundation
Chairman of Asian Student Christian Foundation
Warden of the British Embassy
Formally President of the British Women’s Associates
Formally Director of the British Chamber of Commerce of the Philippines (BCCP)
Vice President Head of BPO for Infosys Asia Pacific, Japan and Middle East, Infosys BPO Ltd.
Asheesh Mehra is an outsourcing veteran whose career has spanned almost two decades. He is a master of strategic acquisition and a reformist introducing change to client organizations, some of which are Fortune 500 companies. For the last five years he has been with Infosys serving as the head of its BPO business across the Asia Pacific, Japan and the Middle East.
Before joining Infosys he led WNS’ insurance BPO practice and was a member of the start-up management team at Msource, a pure-play BPO firm and a part of the Mphasis Group. Asheesh has built markets for Infosys and provided his customers with true value through Innovative RIGHTsourcing . He is also instrumental in driving strategic initiatives in the areas of market penetration, operational excellence, organizational development and transformation for Infosys and other organizations.
In 2010, he was recognized as the “Thought Leader of the Year - Asia” by SSON. A year after that he was conferred wth the “People’s choice for Person Contribution to Industry - APAC” by the same organization.
Orig: As Vice President Head of BPO for Infosys Asia Pacific, Japan and Middle East business his primary charter is to grow the business organically and inorganically through strategic acquisitions. Asheesh is passionate about Infosy’s vision to become a transformational partner to businesses through innovative, end-to-end solutions that leverage both technology platforms and outsourcing services.
Asheesh believes this comprehensive product offering along with the deep process experience uniquely positions Infosys for growth in the marketplace. Mr. Mehra has been driving change both within Infosys as well as in Client Organizations
Asheesh has led the BPO business for Infosys across Asia Pacific, Japan and Middle East for the last 5 years. Mr. Mehra is a outsourcing veteran with 18 years of cross-industry, global sourcing experience
He has driven business transformation and change through outsourcing for several Fortune 500 companies globally. A true global citizen, Asheesh has worked with leading corporates living across the globe in India, United Kingdom, North America, Australia and now Asia.
He led WNS' insurance BPO practice and was a member of the start-up management team at Msource, a pure-play BPO firm, part of the Mphasis Group. During his tenure at Msource, TCS Intelenet, WNS and Infosys Asheesh was instrumental in driving strategic initiatives in the areas of market penetration, operational excellence, organizational development, and transformation.
On the leadership team of Infosys BPO, Asheesh has built markets for Infosys and provided his customers true value through Innovative RIGHTsourcing.
He was conferred with “People’s choice for Personal Contribution to Industry - APAC” award by SSON in 2011 and "Thought Leader of the year - Asia" award by SSON in 2010 among other awards that he has received.
He is also on the advisory board of a not for profit – samasource.org that provides work to underprivileged workers globally.
President and CEO, Information Technology and Business Process Association of the Philippines
Jose Mari “Jomari” Mercado is the president and CEO of the Information Technology and Business Process Association of the Philippines (IBPAP), overseeing IBPAP's key initiatives in marketing the Philippines as a top global outsourcing destination, implementing talent development initiatives, and maintaining investor confidence in the country. Mercado has 30 years of experience in sales, marketing and consulting in the BPM, finance, insurance, and telecommunications industries both in the Philippines and across the ASEAN and South Asia region. He has been a member of the leadership team of Convergys Corporation in the Philippines for the past nine years. As head of business development at Convergys, Mercado played a key role in the company's rapid growth in the Philippines.
CEO, JP Morgan Chase Bank Global Service Centre Philippines
Nihar is the CEO of JP Morgan Chase Bank’s Global Service Centre in the Philippines since August 2012. Before moving to the country, he was JP Morgan Chase India’s senior director for operations.
Prior to joining JP Morgan Chase, Nihar was with Hutchinson Telcoms India from 2002 to 2004, and served as service delivery leader at the Fidelity National Information Services from 1999 to 2002.
Chief Human Resources Officer, QBE Group Shared Services Ltd.
A pioneer HR practitioner in the international IT-BPM industry, Joyce Penalosa earned her college degree in Psychology and post graduate in Industrial Relations major in Human Resources from the University of the Philippines. In her years in the IT-BPM industry, she has led human resources teams with clients from different industries such as telecommunications, retail, and financial services. She extended her passion in human resources through teaching HR management on a part-time basis at the DLSU-College of St. Benilde, and has done HR consulting work on employee relations, change management, organizational development, and talent management.
As Chief HR Officer of QBE Group Shared Services Ltd., she leads the HR support function composed of HR business partnership, recruitment, learning and development, engagement and wellness, compensation and benefits, and communications and branding. She also leads the global recruitment portfolio of subject matter experts across QBE’s different geographic regions.
Tim Searcy started in the teleservices industry, selling magazine subscriptions over the phone at 14. Currently, he is a PACE board member, and CEO of iPacesetters, bringing more than 25 years of direct marketing and customer engagement experience.
Prior to iPacesetter, Searcy served as CEO of ACCENT Marketing and PACE (formerly American Teleservices Association, ATA). He also served as a senior executive for some of the world’s largest and fastest growing direct marketing companies: West Teleservices, APAC Teleservices, Transcom Worldwide, and Rapp Collins. He has worked in the United States, Europe, Asia, Latin America and the Caribbean to encourage growth, regulatory compliance and establishment of best practices throughout the industry. In these roles, Searcy drove the development of over $2 billion in outsourced teleservices and direct marketing solutions worldwide.
He was inducted into the Teleservices Hall of Fame and received Customer Inter@ction Solutions’ Lifetime Achievement Award.
Orig: Tim Searcy quite literally grew up in the teleservices industry starting at the age of 14 selling magazine subscriptions over the phone. He is now CEO of iPacesetters bringing more than 25 years of direct marketing and customer engagement experience.
Prior to joining iPacesetter, Searcy served as CEO of ACCENT Marketing, a provider of call center services. Prior to ACCENT, Searcy served as CEO of PACE (formerly the American Teleservices Association, ATA), the only non-profit trade organization dedicated exclusively to the advancement of companies that utilize contact centers as an integral channel of operations.
During his tenure, he fought to preserve the balance of business operations and industry-wide regulation on behalf of more than 4,000 contact centers and over 1.8 million teleservices professionals worldwide. Additionally, his vision for self-regulation led to the creation of the association’s self regulatory organization (PACE SRO), a standard setting and auditing organization that has received support from the Federal Trade Commission.
Before assuming his leadership role with PACE in 2003, he served as a senior executive for some of the world’s largest and fastest growing direct marketing companies, including West Teleservices, APAC Teleservices, Transcom Worldwide and Rapp Collins. Additionally, he has worked throughout the United States, Europe, Asia, Latin America and the Caribbean to encourage growth, regulatory compliance and the establishment of best practices throughout the teleservices industry. In these roles, Searcy drove the development of over $2 Billion in outsourced teleservices and direct marketing solutions worldwide.
Searcy’s professional accomplishments include being inducted into the Teleservices Hall of Fame and receiving Customer Inter@ction Solutions’ Lifetime Achievement Award. He is a PACE board member as well.
Partner, Mac Murray, Petersen & Shuster
Michele Shuster is a partner in the Mac Murray, Petersen & Shuster law firm. She has extensive experience in assisting clients in highly regulated industries. Shuster managed the Ohio attorney general’s consumer protection and crime victim services divisions from 1997 through 2004, and served as president of the Ohio Women’s Bar Association. Active on several non-profit and association boards, she was selected as “Ohio Rising Star” by Ohio Super Lawyers magazine, and named one of the outstanding 40 professionals in central Ohio under the age of 40 for business and community leadership in 2005 by Business First.
Shuster is general counsel for Professional Association for Customer Engagement (PACE, formerly American Teleservices Association or ATA), and a certified information privacy professional.
Since venturing into private law practice, Shuster has a solid record of assisting clients in teleservice audits, consumer protection matters before state attorneys general, matters before the Federal Trade Commission and Federal Communication Commission, advertising compliance, and privacy issues.
Orig: Michele Shuster is a partner with the law firm of Mac Murray, Petersen & Shuster. She has extensive experience in assisting clients involved in highly regulated industries. Shuster managed the Ohio attorney general’s consumer protection and crime victim services divisions from 1997 through 2004. She is a past President of the Ohio Women’s Bar Association, and is active on several non-profit and association boards. She was selected as “Ohio Rising Star” by Ohio Super Lawyers magazine and was named by Business First as one of the outstanding 40 professionals in central Ohio under the age of 40 for business and community leadership in 2005.
Shuster is General Counsel for PACE (Professional Association for Customer Engagement), formerly the ATA (American Teleservices Association). Shuster is a Certified Information Privacy Professional, which demonstrates her strong foundation in U.S. privacy laws and regulations.
Since venturing into the private practice of law, Shuster has established a solid record of assisting clients in teleservice audits, consumer protection matters before state attorneys general, matters before the Federal Trade Commission and Federal Communication Commission, advertising compliance, and privacy issues.
Mac Murray, Petersen & Shuster LLP (MPS) is led by a former Ohio Attorney General and three former Assistant Attorneys General, who together have more than thirty years of experience managing state consumer protection initiatives and other important programs. With this experience, MPS provides clients with compliance counseling from the unique perspective of a regulator involved in state and national initiatives.
Chief Commercial Officer AON Hewitt, Asia Pacific
Anand Shankar is a well-known senior strategist and consultant with 27 years of experience in professional services and HR consultancy. He specializes in linking business strategy to people strategy, and has extensive experience as an advisor to organizations in the Asia Pacific region, consulting on HR effectiveness and efficiencies, multi-tower HR outsourcing, workforce management and corresponding functional & technical implementation across Asia-Pacific.
He is the chief architect for Aon Hewitt’s research studies, curator of original insights, and evangelist of the firm’s thought leadership. Prior to joining Aon Hewitt, Shankar served for two years as group director for Asia Pacific Corporate Development with Talent2 International. Before that, he spent 11 years with Hewitt Associates, leading their client development function for Asia Pacific, and serving as CEO for their regional outsourcing business, and as a consulting leader.
General Manager, Capital One Philippine Support Services Corp.
Paul Townsend is the general manager of Capital One’s Alabang Contact Center in the Philippines, the largest operations center in the Capital One footprint. A Fortune 500 company, Capital One has one of the most recognized brands in America and serves more than 65 million customer accounts worldwide. He has been with Capital One for just over 20 years, serving in a broad range of functions. He spent his first seven years with Capital One in line operation roles, both call center and back office. The majority of his career has been spent supporting new business opportunities and leading large complex projects including the rapid growth of our National Bank Portfolio and multiple Bank and Card integrations-Hibernia Bank, North Fork Bank, Chevy Chase, ING Direct and HSBC Card. His role in the Philippines combines his deep operations and integration experience.
Executive Director, Basic Education Division, Philippine Women’s University
Gillian Virata is the executive director of the Philippine Women’s University’s (PWU) Basic Education Division, running the university’s preschool, elementary, and high school campuses in Quezon City and Manila. Prior to this, Gillian was the senior executive director of the IT & Business Process Association of the Philippines (IBPAP), and was responsible for IBPAP’s marketing and research services lines. As research director, she provided industry statistics and information to the public through the publication of annual industry statistics on talent pools, IT-BPM revenues, and employment, and the resulting benefits to the country. As head of marketing, she led IBPAP’s efforts in career, institutional, and country marketing and brand management. Concurrently, she’s the executive director of C. Virata & Associates, Inc., and has extensive professional experience in reputable institutions such as the World Bank, Asian Development Bank, Ayala Corporation, and SyCip Gorres Velayo & Co.
Chief Operating Officer, Customer Management (Europe & US), Firstsource Solutions Limited
Stephanie Wilson is chief operating officer for the customer management business for the Europe and US for Firstsource Solutions Limited. She is responsible for its businesses, operational delivery, and client engagement.
She has brought in deep domain expertise in operational and client management. Initiatives such as People Plan, a unique HR engagement platform, and their corporate theme “Be the Change,” have been promoted and encouraged at all levels within her span to drive rigour and accomplishment in the organization. Her passion is infectious, and knowledge across customer engagement models is unparalleled.
Prior to joining Firstsource, she worked for Teleperformance, TSYS Managed Services, and Convergys. Stephanie is a tenured professional with senior executive experience leading complex operations in global geographies and 25 years of experience in the contact centre industry.
Orig Stephanie Wilson is Chief Operating Officer for the Customer Management business for the Europe and US for Firstsource Solutions Limited. She is responsible for its businesses, operational delivery and client engagement. Stephanie has brought in deep domain expertise in operational and client management. Initiatives such as Peoples Plan (A unique HR Engagement platform), Be the Change ( Corporate theme) have been promoted and encouraged at all levels within her span to drive rigour and accomplishment in the organization. Her passion is infectious and knowledge across customer engagement models is unparalleled.
Prior to joining Firstsource, she worked for Teleperformance, TSYS Managed Services and Convergys. Stephanie is a tenured professional with senior executive experience leading complex operations in global geographies and 25 years of experience in the contact centre industry.
Firstsource is a leading global provider of business process outsourcing (BPO) services offering a wide range of services across banking and financial services, telecommunications and media and the healthcare industry.
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Unit 308, Building B, The Plaz@ Northgate Cyberzone,
Filinvest Corporate City, Alabang, Muntinlupa City, Philippines
Fax: (632) 7575 3510 to 11
+63 2 757 3500 local 309 +63 917 881 3706
Ayala Avenue corner Makati Avenue, Makati City, Philippines
Tel: (63 2) 813 8888
Fax: (632) 813 5499