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Akhil AGARWAL
Chief Operating Officer, IGT
Akhil Agarwal heads worldwide operations spread across 5 continents. Akhil is focused on increasing competitiveness & depth of services while improving customer experience and employee engagement. Akhil brings with him over 20 years of management experience in Operations, Consulting, Product Development, Large System Integrations, Testing, Support, and Consultative Selling to Banking, Insurance, Telecom and Travel companies in the United States, Latin America, Europe, Middle East and Asia.
Prior to joining IGT, Akhil was the Vice President and Global Head of BFSI at Virtusa and also served as Vice President at Kanbay/Capgemini, where he played a significant role in the offshore delivery of multiple business units for large accounts resulting in exponential growth of the company's global work force, revenue and market capitalization. In his two decades of management experience across the globe, he has held many senior management roles at various other firms like US Interactive, Morgan Stanley Dean Witter Trust and Information Gateways Corporation.
Akhil is an alumnus of the Western Michigan University and pursued his M.S. He is also a Gold Medalist BE from Birla Institute of Technology, India.
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Rajiv AHUJA
President, ASEAN and ANZ, Aegis Limited
Prior to joining Aegis three years ago, Rajiv was heading AOL’s captive operations in India and managing the performance of AOL’s outsourced partners. In his earlier assignments, he has headed Dell’s US Consumer Care Division in India, as well as was India Head of Operations of vCustomer- one of the earliest BPO service providers in India. Apart from his corporate achievements, Rajiv also spent eight years in the Indian Army, where he was part of the Special Forces training team in the Commando Wing. Rajiv completed his Commerce degree from St. Xavier’s College in Calcutta, and obtained a certificate in International Management from the prestigious Stanford University, as well as from the National University of Singapore. He has a total of 26 years experience.
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Nour AL HMOUD
Director, Investment Promotion, Jordan Investment Board
Nour Al Hmoud is the Director of Investment Promotion Department at the Jordan Investment Board (JIB), the governmental investment promotion agency that pursues tasks for marketing Jordan, generation of investment leads, facilitation, the provision of investor care as well as policy advocacy. JIB is the main focal point for investment promotion in the Kingdom.
Nour joined JIB in 2007. Today, she spearheads the introduction of a paradigm shift in investment promotion. Her mandate is to market Jordan’s priority sectors – BPO, Information and Communication Technology, Agri-Industries, Clinical Research Organizations, and Tourism – by developing a targeted marketing mix to maximize on the country’s offered benefits. She created the investment portal for the Kingdom and the Investment Guide in 2009. Nour was also posted to Washington D.C. to head JIB’s office for the America’s to promote bi-lateral economic and investment opportunities before she was promoted to her current position.
Prior to JIB, Nour worked in Marketing with Jordan’s leading Telecom Company.
Nour gained her MSC in Media and Communications from the London School of Economics and her Bachelors in Business Administration with a specialization in Marketing and Operation Information Management from the American University of Beirut.
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Hon. Edgardo ANGARA
Senator, Senate of the Philippines
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Alfredo AYALA
Chairman, Business Processing Association of the Philippines and President and CEO, LiveIt Investments Ltd.
Alfredo Ayala is the CEO of LiveIt Investments, Ayala Corporation's holding company for its investments in the BPO sector. LiveIt seeks to invest in leading global BPO companies based in the US, India, and/or the Philippines that provide complex BPO services and have the potential to become one of the Top 5 players in their target sector. Mr. Ayala’s BPO investments include Stream, Integreon, Affinity Express, and HRMall. He is also the chairman of BPAP, Integreon, Affinity Express, and HRMall, as well as vice chairman of Stream. He was also formerly chairman and CEO of eTelecare, and chairman of SPi.
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Isabel BALES
Chief People Officer, SPi Global
Isabel “Belle” Bales is a seasoned Human Resources professional with expertise in strategic organization planning and design, talent management, total rewards, employee relations, and overall HR delivery.
Known as an innovative and energetic leader, skilled communicator, team builder, and adept negotiator, Belle leads the development and implementation of human resources programs across SPi Global’s sites in the US, Europe, Australia, India, Vietnam and the Philippines to facilitate the attainment of corporate growth, revenue and profit goals for the company.
She has over 20 years of HR experience and has been the head of Human Resources for top BPO companies within the country and across the Asia-Pacific region. She was previously based in Singapore and Malaysia, leading the Southeast Asia HR regional operations for a major management consulting firm.
Belle has a Bachelor of Science degree in Liberal Arts and Commerce – Major in Psychology and Business Management, and a Master’s Degree in Organizational Psychology from the De La Salle University, Manila.
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Shiva BEBARTA
Vice President, Morgan Stanley
Shiva Prasad Bebarta is a seasoned business leader with a rich domain expertise in software and financial services industry. Shiva is currently part of Morgan Stanley’s Global Technology Resourcing (GTR) team based out of India. He is responsible for all IT Outsourcing oversight along with a dual role as technology risk officer for all global IT outsourcing activities.
Shiva has prior experience of working with GE and Deutsche Bank, managing large outsourcing programs. He is a qualified Six Sigma expert, is LEAN trained and certified by GE.
Shiva has obtained his Certified Outsourcing Professional Degree (COP) awarded by IAOP (www.outsourcingprofessional.org) and is also a Certified Information Security Manager (CISM) from ISACA. He earned his MBA in General Management from Xavier Institute of Management in Bhubaneswar, India.
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Kristina BECKENDORF
Managing Director, Maersk Global Service Centres (Phils) Ltd.
Kristina Beckendorf has been Managing Director of Maersk’s Shared Service Centre in Manila since June 2010. Prior to this role, she established and led Maersk Line’s global Process Excellence Academy. In her 16+ years with the A.P. Moller - Maersk Group, Kristina held local and global roles in Germany, USA and Denmark covering supply chain management, company acquisition and integration, process excellence as well as process off-shoring activities.
With more than 2,000 employees in the Manila service centre now, Kristina enjoys making use of her Lean Six Sigma Black Belt and people leadership skills and experience with the aim of promoting a culture of customer centricity, continuous improvement and employee engagement as well as supporting the local communities and BPO industry.
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John BESSEY
Managing Director, Microsoft Philippines (Cloud)
John Bessey is the Managing Director of Microsoft Philippines based in Manila. John is responsible for all of Microsoft operations here in the Philippines and leads a vibrant business focused from consumer to the enterprise. Microsoft works with over a 1,000 partners in the Philippines delivering services to every industry. Microsoft with the largest R&D budget in ICT is focused on leveraging cloud computing to deliver significant business outcomes. John will focus on these latest services and devices and their impact on BPO and other industries.
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Prabhakar BISEN
Global Insurance BPO Head and Country Head - Philippines, Cognizant Technology Solutions
Prabhakar Bisen is the Philippines Country Head for Cognizant, a leading global provider of information technology, consulting, and business process outsourcing services. He has over 18 years of professional experience in transitions, project management, IT and business consulting, and operations management.
Prior to joining Cognizant, Prabhakar was the Chief Executive Officer of WNS Philippines Inc., a subsidiary of WNS Group. Before his appointment to this position, he led the Solutions, Transitions and Sales-Support function for the Banking, Financial Services, and Insurance business at WNS in India. He also co-authored the proprietary transition methodology of WNS.
Prior to WNS, he worked with Genpact where he led the transitions for a renowned US bank. He also worked with Satyam Computer Services where he managed several IT and strategy consulting assignments. Prabhakar started his career with Tata Motors in India.
Prabhakar is a graduate in Electrical Engineering and is an alumnus of Indian Institute of Management, Ahmedabad.
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Ana Maria BONGATO
Executive Director for Talent Development, Business Processing Association of the Philippines
As the executive director for talent development at the Business Processing Association of the Philippines, Penny Bongato manages all talent-related initiatives for the industry, strategic implementation of competency development for academe and industry, as well as partnering with government and industry stakeholders for the growth and development of talent pool.
In her more than 15 years of HR experience, Ms. Bongato played several executive HR roles in major outsourcing players in the country, served as vice president for HR of the Philippine American Life and General Insurance Company, and regional HR director for Asia Pacific of Headstrong. She is a fellow in Personal Management, director-in-charge of the Academe Industry Collaboration Committee, and a board of director of the People Management Association of the Philippines. Penny has also completed her Masters in Business Administration – Regis Program at Ateneo Graduate School of Business.
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Rainerio BORJA
President, Aegis PeopleSupport
Bong Borja is the President of Aegis PeopleSupport, a high performance BPO provider offering customer management, transcription, captioning, and additional BPO services. He is responsible for Aegis PeopleSupport’s strategic programs and domestic sales business. Prior to assuming this role, Mr. Borja also headed Aegis PeopleSupport’s operations in the Philippines.
Mr. Borja has over 20 years experience managing large-scale customer service, IT support, and consulting organizations within the Asia / Pacific region. He has held several senior executive positions in Epicor, Danka and Unisys Australia. Throughout his career, Mr. Borja has successfully built and managed service businesses with high growth objectives across all phases of the development life cycle.
He is a founder of BPA/P and was the Chairman for five years. He is also on the board of the CCAP and a recognized spokesperson for the Contact Center and IT-enabled services industry in the Philippines.
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David CALDWELL
Senior Vice President and Managing Director, Wells Fargo Philippines Solutions
David Caldwell is currently the Managing Director of Wells Fargo Philippines Solutions, a new service center employing Wells Fargo team members to provide a variety of functions including customer service and back office support. Dave has over 22 years of financial services leadership with various multinational firms and 10 years of experience leading business process offshoring projects for the Philippines. Prior to Wells Fargo, he was the General Manager of Emerson Manila Shared Services. Dave has a degree in finance from James Madison University in Virginia and an MBA in International Business from the University of Pittsburgh in Pennsylvania.
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Martin Noel CONBOY
President, The Australian Business Process Outsourcing Association
Martin is the President of the Australian Business Process Outsourcing Association. He is also a Director of FooBoo, an Australian outsourcing company, and an Editor of The Sauce Publishing Group. Martin is an experienced senior executive within the business process outsourcing (BPO), contact centre, telecommunications and recruitment industries both in Australia and across the Asia Pacific region. He is the Founder of callcentres.net, the Asia Pacific's leading call centre portal and information hub. He sold that business in 2005.
Martin has presented at many call centre, BPO, customer service and IT conferences around the world. He is a recognized expert and authority in these areas and has worked and completed projects in Australia, Asia, the Middle East, UK, Ireland, USA and West Africa.
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Martin CRISOSTOMO
Executive Director for External Affairs, Business Processing Association of the Philippines
With 15 years’ experience in broadcast media, public relations, and government affairs, Martin Crisostomo is External Affairs executive director of BPAP. He is responsible for all external activities of the association locally and internationally, and is its public spokesperson.
Mr. Crisostomo organizes international road shows, trade missions and media campaigns. As head of the Legislative Committee, he manages interactions with government, including articulating key policy positions for the sector, drawing input from BPAP members, and presenting the industry's concerns to local and national government, the House of Representatives, and the Senate.
For six years, Mr. Crisostomo was undersecretary in the Office of the Press Secretary. A communications expert, he also has eight years’ experience as a reporter, writer, newscaster, talk show host, and producer for RPN 9 and ABS-CBN. Mr. Crisostomo received an MBA from Murdoch University. He has a double degree in Communications Arts and Social Sciences from Ateneo de Manila University.
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Jim CROSS
National Medical Policy and Operations, Aetna
Jim Cross, MD is Aetna’s Head of National Medical Policy and Operations. In this role, Jim oversees teams that develop and maintain clinical policy as well as reimbursement and coding methodology. In addition, Jim is responsible for all national Aetna Health ConnectionsSM programs, including Disease Management, Precertification Operations, Women’s Health, Infertility, National Medical Excellence, Nurse Helpline, and Wellness, and for the Clinical Claim Review operation, the National Clinical Appeals Unit, External Review, and the Oral and Maxillofacial Surgery Unit. Jim's background includes key leadership roles over the past 20 years with several private payer organizations, including Travelers, MetraHealth, United Healthcare, and Prudential Healthcare (now Aetna).
Jim received his M.D. degree from the University of Minnesota Medical School in Minneapolis and his background also includes 15 years practicing Emergency and General Medicine. He is a Diplomat of the American Board of Quality Assurance and Utilization Review Physicians (ABQAURP) and the American Board of Forensic Examiners.
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Rembert DE VILLA
Global Head of Client Management and Chief Strategy Officer, EXL Service
Rembert de Villa is Global Head of Client Management and Chief Strategy Officer of EXL Service. Based in New York City, he has responsibility for EXL’s strategic accounts and for developing the company’s long-term strategy. He is also a member of the Executive Committee and is Executive Sponsor of EXL’s Philippine operations. Prior to his current role, he was Managing Principal and Global Head of EXL’s Transformation business, which houses its decision analytics, process re-engineering, and risk management capabilities.
Before joining EXL, Rembert had an extensive career in management consulting, primarily in the financial services industry. His prior senior executive roles included: Managing Director, Strategic Services, MasterCard Advisors; Head of Financial Services (North America) for Capgemini Ernst and Young; and Partner at A.T. Kearney’s financial institutions practice. His current role at EXL and his prior consulting career has seen him work on complex assignments with major corporations in the U.S. and Canada, Europe, and the Asia-Pacific region.
Rembert has an MBA from the Asian Institute of Management. He attended the Senior Executive Program at Columbia University and completed the postgraduate program in Business Economics at the University of Bonn.
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Prof. Steven DEKREY
Senior Associate Dean, HKUST Business School
Prof. Steven DeKrey is Senior Associate Dean, Director of Masters Programs and Adjunct Professor of Management at the Hong Kong University of Science and Technology (HKUST) School of Business and Management.
He has over 30 years experience in education and leadership development. Active in community organizations, Prof. DeKrey was the 2008 Chairman of the American Chamber of Commerce Hong Kong, former President of the Kellogg Alumni Club of Hong Kong, former President of the Kowloon Rotary Club, current member of Rotary Club of Hong Kong and Vice Chair of the Americas Committee for General Chamber of commerce. He is a member of Beta Gamma Sigma Business Honorary Society and is a Charter Advisory Board member for Junior Achievement, Hong Kong.
He co-edited a book entitled “Leadership experiences in Asia” with Kellogg Professor David Messick in 2007. His second book, published in 2009, is called ‘Learning from Leaders’. A third book “Leadership Development in Asia through Mentoring” is in review. Prof. DeKrey relocated to Chicago in 1982 after completing his Ph.D. degree at the University of Iowa. He attended the Kellogg School of Management of Northwestern University for his MBA .
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Robert DESLAURIERS
Assistant Vice President, Global Capability Sourcing Strategic Vendor Operations, MetLife
Rob began his career with MetLife 19 years ago as a Customer Service Representative. He held multiple positions connected to Customer Service including Supervisor and Team Manager and was eventually identified to assume the role of Operations Manager for MetLife’s largest Customer Service Location in Warwick RI.
In 2003 Rob lead a multi disciplined team in establishing the first outsourcing arrangement for MetLife’s Call Centers with a new location under management in San Jose, Costa Rica. Over time, Robert was able to grow the business to nearly 700 positions sourced in 3 locations.
In the fall of 2009 Robert was selected to lead the newly created Strategic Vendor Operations team for MetLife’s Global Capability Sourcing, Service Delivery Group. In this capacity Rob leads a team of seasoned vendor managers who are responsible for establishing a consistent Governance and Operating Framework for MetLife’s Strategic BPO Suppliers. In 2010 Rob lead an initiative to open a new sourcing location for MetLife in Manila the Philippines. In 2011 Rob was promoted to the position of Assistant Vice President and assumed a leadership role in strategic implementations for key programs and projects for MetLife’s Global Capability Sourcing Organization.
Rob remains based in Rhode Island, where he lives with his wife Karen and his two children, Alyssa and Ryan. Ga graduated from Salve Regina University in Newport RI with Bachelors degrees in Politics and History and a minor in Business Management.
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Hon. Gregory L DOMINGO
Secretary, Department of Trade and Industry
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James M DONOVAN
President and CEO, ADEC Group
James Donovan is the co-founder, and currently, the president and CEO of the ADEC Group. From a start-up company in 1998 of (2) two persons he grew the company into a 5,000-strong global enterprise that specializes in Business Process outsourcing (BPO) and Carbon Management Solutions. Previously, Mr. Donovan worked for 25 years as an Investment Banker at firms, which include Daiwa American Securities and Lehman Brothers Investment Bank in Hong Kong/London.
Participating in the birth of the Asian capital markets gave him a unique perspective on international finance, equity debt, and corporate restructuring. In 2008, Mr. Donovan started FirstCarbon Solutions as a passion of his. FirstCarbon Solutions, a complete carbon-management company enables businesses and enterprises to easily understand how their environmental performance can impact their business.
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Jerry DURANT
Chairman Emeritus, International Institute for Outsource Management
Jerry Durant is the Chairman Emeritus and founder of the International Institute for Outsource Management, a trade organization dedicated to assessing, developing, and guiding outsource service providers in the ITO, BPO, call center and KPO industries.
He authored the Outsourcing Management Body of Knowledge and implemented the only outsource provider viability assessment model – Global Star Certification (GSC). GSC examinations have been conducted since 1988 in over 70 countries and for over 200 companies. He also established the first International Outsource Management Research Center in Wuxi, China.
With over 30 years of IT experience, Mr. Durant is widely regarded for his talents not only in IT but also in business and is a consummate innovator in outsourcing.
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Miguel GARCIA
Group President, Financial Services, Diversified Technology Systems, Inc., and Director, BPAP
Industry pioneer and advocate Miguel Garcia is a staunch and active contributor in bringing the largest BPO companies into the country. Miguel’s BPO history started in 1997 when he partnered with information technology giant Fujitsu in organizing Diversified Technology Systems Inc. (DTSI) – a Systems Integration Company – to provide information technology and support to contact centers in North America.
In 2002, after having been engaged by companies like AIG, Accenture, Chase, eTelecare, ICT, People Support, and Sitel, Miguel co-founded the first BPO Industry association in the country – the Contact Center Federation of the Philippines (CCFP) – which is known today as the Business Process Association of the Philippines (BPAP).
Since then, Miguel has led DTSI to become the leading enabler of BPO’s in the Philippines. The top and leading Business Partner of Avaya – the premier business telecommunication platform for contact centers. As he grew DTSI’s client base, he also grew its capabilities to provide cutting-edge, end-to-end business and technology solutions to earn his company the reputation of being the service provider’s provider in the Philippines. As an elected Director of BPAP, Miguel continues to drive value, passion and advocacy for the industry.
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Bawa GROVER
Chief Operating Officer – Collections & Customer Interaction Management, TCS e-Serve Ltd.
Bawa joined TCS e-Serve Limited to build its international phone centre operations in Oct, 2003 and currently heads the Collections & Customer Interaction Management practice of TCS globally. He has extensive & diversified management & operations experience of over 25 years in banking and other service industries, with the last six years, focused on customer service & collection operations.
A mechanical engineer and MBA from XLRI, Jamshedpur, he joined Citigroup in December 1997 as the startup India business Manager of Commercial Business for addressing Indian Market: the SME – equipment financing division of Avco Financing Services. He served on the Board of Directors of CitiFinancial Consumer Finance India Limited from 2001, till October 2003.
Before joining Citigroup, he worked for 10 years in ICICI Bank Ltd. and was coordinator for venture capital financing for ICICI in North India. He currently serves as a Director on the Board of TCS e-Serve International Ltd.
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Ralph GUGGENHEIM
Founding Member, Pixar Animation Studios and CEO, Alligator Planet
As founding member of Pixar, the pioneering computer animation company, Ralph was Vice President of Feature Animation, managing the growth and development of its studio from seven people in 1986 to more than 350 in 1997. Ralph produced Pixar’s Oscar-winning short film, Tin Toy as well as numerous animated commercials. From 1991 to 1995, Ralph produced Toy Story for Pixar and Disney. This computer animated feature film, made for $30 million, grossed over $350 million worldwide and is among the most successful animated franchises ever made.
At Alligator Planet, Ralph supervises the production of projects and builds relationships with offshore production studios and creative contributors in varied locations such as Canada, Denmark, India, Australia, London, Los Angeles and New York. He produced two animated features for direct-to-DVD release: Here Comes Peter Cottontail: The Movie (2005) and Casper’s Scare School (2006), both for Classic Media, Inc.
For television, Ralph produced the Cartoon Network/Adult Swim animated TV series, Lucy, the Daughter of the Devil. In 2009, he produced the presentation episode of Bob’s Burgers, which was picked up by 20th Century Fox Television and now airs in Sunday prime time on the Fox Network. Most recently, Ralph consulted to The Weinstein Company, helping troubleshoot problems for a feature animation project.
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Gaurav GUPTA
Managing Partner, Everest Group (India)
Gaurav Gupta manages Everest Group’s business and operations in India, the Middle East, and Africa. He has over 14 years of strategic and operational consulting experience and has served clients across multiple geographies and industries. His clients include leading companies in financial services, outsourcing, hi-tech, manufacturing, and private equity. Mr. Gupta also works closely with Government and Industry bodies on initiatives to create and grow vibrant IT Services sectors.
Prior to Everest Group, Mr. Gupta led sales and relationship management for global capital markets clients for Progeon Limited (now Infosys BPO). Based in the US, he helped create several firsts for Infosys’ nascent BPO venture. He served clients in healthcare, pharmaceuticals, and manufacturing at McKinsey and Company and was also closely involved in the launch of the Indian School of Business.
Mr. Gupta holds an MBA from the Indian Institute of Management Bangalore.
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S. M. GUPTA
Global Chief People Officer, Aegis Limited
Mr. S.M. Gupta steers the HR function at Aegis as the global Chief People Officer. Mr. Gupta brings with him over 24 years of HR experience across IT, ITES, Telecom, Retail, Oil, and FMCG sectors, managing diverse and dynamic functions of People Management, HR Re-engineering, Talent Development, and Training.
Through his strategic vision, astute decision making and unmatched execution, he has enabled and inspired innovative people strategies, policies and programs for Aegisites across 12 countries. Under his leadership, Mr. Gupta is building an institution by bringing 50,000 plus happy people together.
In his previous roles, he was associated with organizations like Tata, Reliance, Kansai Paints, Cadila Pharmaceuticals and Essar Oil. He was instrumental in transforming the HR function by becoming an evangelist in HR strategy, culture building, organizational structuring and development, change management, and performance management.
Mr. Gupta holds a Bachelor’s degree & Master in Business Administration from Kurukshetra University.
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Michael Alan HAMLIN
Managing Director, TeamAsia
Michael Alan Hamlin is an international authority on building strong place, corporate, and personal brands. He is managing director of TeamAsia, an award-winning strategic marketing communications firm that develops corporate brand strategies, creative concepts, and marketing and communications programs for its clients. He is the author of five books and a business columnist. His latest book is High Visibility: Transforming Your Personal and Professional Brand, co-authored with Philip Kotler, Irving Rein, and Martin Stoller. He is also co-author of Marketing Asian Places: Attracting Investment, Industry, and Tourism to Cities, States and Nations. Michael holds a Bachelor of Science degree in Asian Studies from Jochi Daigaku (Sophia University) in Tokyo, Japan, and a Master in Liberal Studies degree from the University of Oklahoma in Norman, Oklahoma.
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Abhay HAVALDAR
Managing Director, General Atlantic
Abhay Havaldar is a Managing Director at General Atlantic, a global growth equity firm, where he has worked since 2002. Mr. Havaldar established General Atlantic's India office in 2002 and remains based in Mumbai, India where he leads General Atlantic's South East Asia investment initiatives with a focus on Financial Services and Enterprise Solutions. He currently serves as a Director on the board of Jubilant Life Sciences Ltd., IBS Software Services (P) Ltd. and Infotech Enterprises Ltd.
Prior to this, Mr. Havaldar started his career with TATA and has held operating management responsibilities at TATA Infotech and HCL Infosystems.
Mr. Havaldar has been an investor in Indian businesses since 1996, as a partner at Draper International and Connect Capital. He is a Charter Member of The Indus Entrepreneurs (TIE) and a Board member of Society for Innovation and Entrepreneurship (SINE). He is a trustee of United Way of Mumbai.
Mr. Havaldar holds a bachelors degree in electrical engineering from the University of Bombay and a masters in management degree from the Sloan Fellow program at the London Business School.
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Mike HENDERSON
Senior Vice President, Regional Operations, APAC, Sykes Asia Inc.
Mike Henderson has overall responsibilities for Sykes' operations in the Asia Pacific region. He has been based in Manila since 1998. In that period, he has grown Sykes operations from its introduction to present. Today, Sykes has over 18,000 employees operating eighteen call centers; 12 in the Philippines, two in China, three in Australia and one in India.
Mr. Henderson started his career in the call center industry in 1993 as a Technical Support agent for Adobe Systems (then Aldus) in Edinburgh, Scotland. Following Adobe's acquisition of Aldus, his role was outsourced to a Scottish company called McQueen Limited in 1994. He continued his career at McQueen, holding several operational roles. He was awarded McQueen’s employee of the year in 1997. McQueen was acquired by Sykes Enterprises in 1997.
Mr. Henderson holds a Bachelor Degree in Business Studies from Edinburgh Napier University, Scotland.
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Carlo JOSE
Centre Manager, , GSC Manila 1, HSBC
Carlo Jose has 11 years of professional experience in the financial services, captive and outsourced BPO sectors. He started his career in BPO as a customer service associate, then became a team lead and shift manager for an outsourced call centre company.
Carlo now heads the operations of HDPP’s Alabang site as its Centre Manager, the most senior role in HDPP Alabang. He joined HSBC in 2004 as Assistant Vice President for Operations during the first year of HSBC’s shared services operations in Manila. He was promoted to Vice President after a year, expanding his scope to include Customer Care and Fraud Prevention. In August 2007, he took an international assignment to North America as Site Director for Cards Customer Care and Collections in Chesapeake, Virginia. A year later, he repatriated to the Philippines taking on a new role as Senior Vice President for Operations, and handled the Call Centre Service and Sales processes across the two GSC Manila sites in Alabang and Quezon City. In August 2010, Carlo was promoted as the first Filipino Centre Manager for the Philippines.
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David KEEN
CEO, Deutsche Knowledge Services Pte. Ltd.
David Keen is the Managing Director of Deutsche Bank and the CEO of Deutsche Knowledge Services (DKS), the bank’s captive shared service centre in Manila. He is responsible for the bank’s offshore financial services globally.
He brings with him 26 years of professional experience in financial services, wherein 20 years were spent in Deutsche Bank. Mr. Keen is a Chartered Accountant and was trained in KPMG.
Prior to DKS, he held various positions in Deutsche Bank, most notable was as Head of Regional Finance for UK.
Outside of work, Mr. Keen’s interests revolve around sports, travelling with his family, and reading.
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Sunny LAM CHAK HOU
Vice President, PCCW Teleservices - China Operations
Sunny Lam brings broad management experience in various functional areas to lead call center and BPO operations across Asia. With over 20 years of experience ranging from call center operations and field service management to business planning and IT development, he provides outstanding leadership across a broad spectrum of client programs. Sunny has led the development of the integrated customer operations and systems. His insights into the Chinese market make him virtually indispensable to clients wishing to grow operations across Greater China. Sunny is an accountant by training with qualifications in Hong Kong, UK, and Australia. He has earned an MBA and law degree.
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Albert Mitchell LOCSIN
Vice President and Head of Corporate Relationship Management, PLDT
He attained a college degree for Business Administration at the College of Notre Dame, Belmont California. Took his Masters in Public Management from the Ateneo School of Government and Harvard Mentor Management thru the Harvard Business School eLearning Program.
Mitch has over 23 years Management experience and well over 8 years of BPO/IT Management practice.
Prior to his recent employment in PLDT , he has worked as a Global Business Development Executive and Managing Consultant of several BPO companies. He also served as the Executive Director of the Business Processing Association of the Philippines (BPA/P) for 3 years. He assisted in the generation of Laws and Policies affecting the ITES-BPO Industry of the Philippines under the Phil. Senate. He was also the Philippine Executive representative in promoting the country as the BPO destination of choice in the US, European and Asian Markets. He is currently the board of director of the Michelin Asia- Pacific Application Support Center and the board member and Consultant for the IT BPO Industry of TESDA. Mitch is also a member of the BPA/P Advisory Council, the Phil. IT/BPO Advocacy Organization, American Chamber of Commerce and the Canadian Chamber of Commerce.
In 2008, he was the recipient of the Philippine ICT Individual Contributor of the Year Award given during the International ICT Awards. Presently, he is PLDT’s Vice President and Head of Corporate Relationship Management .
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Diana LUNA
Site Lead for Treasury and Securities Services, JP Morgan Chase & Co.
Diana has more than 18 years of banking experience and 2 years of experience in the manufacturing industry. Prior to joining JP Morgan, she established the global payments center in Manila and was a regional director for Asia for Citi Business Services. After starting her career as a management associate at Citibank and rotating to various roles in operations, credit and relationship management, she moved to Deutsche Bank A.G. as a member of the pioneering group that established the bank when additional licenses were given out in 1995. In 2001, she made a career shift into manufacturing and was a finance manager for Intel. She finished her degree in Economics at the Ateneo de Manila University and was the first female scholar of Citibank sent to the Asian Institute of Management where she graduated in the Dean’s list.
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Michael LYTLE
Vice President of Operations, Teleperformance Philippines
Mike Lytle has over 13 years of BPO industry experience from key contact enter operations including customer service, tech support and sales via IB, OB, e-mail, chat and remote support for consumer, small business and third-party support. Industries supported ranged from telco, ISP, financial services, hardware, software, and travel. He was responsible for operations, client services and support functions for a ~2300 FTE Australian Telco account. He joined Teleperformance as an agent and has worked his way up through the organization to include experience with operations, account management, L&D, training and quality. Mr. Lytle gained experience across multiple geographies including the US, Canada, Mexico, India, Philippines, Australia and New Zealand.
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Jack MADRID
Country Manager - Philippines, Multiply
Jack is responsible for the management and operations of Multiply Philippines, the biggest online shopping community in the country. Prior to Multiply, Jack was the country manager of Yahoo! Philippines, the local operations of which he built as the leading digital news and content provider. From 2006-09, Jack managed Dell's customer support organization in the Philippines and from 2004-06 he was the Managing Director for MTV, the country's biggest youth entertainment channel. Prior to that, Jack spent eight years with the Ayala Corporation, where he was responsible for strategic planning & business development. He started his career with Citibank N.A. where his last position was Vice President for the World Corporation Group based in Hong Kong. Jack is a graduate of the University of Pennsylvania, with a degree in economics.
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Valentin MAKAROV
President, RUSSOFT Association
Valentin Makarov is the President of RUSSOFT Association, which was founded back in 1999. He has been the organizer of lobbying campaigns in the Government and chairman of numerous IT-events in Russia and abroad such as RUSSOFT Forum, Software Outsourcing Summit, Mobile Software Forum, Russian IT-seasons.
He is the Chief-editor of the annual Russian export software industry survey since its first release in 2003. A former representative of the Russian IT Association (APKIT) in WITSA, Mr. Makarov has commendable experience of international relations and in private business. He has, since then, been invited to speak at numerous international conferences and has authored of dozens of articles on IT in Russia.
He graduated from the Leningrad Aircraft Instrumentation Institute in 1978 and began to work in the Defense Industry after that. In 1985, he entered the Leningrad Polytechnic Institute.
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Rakesh MALIK
Principal, Hewitt Associates
Rakesh Malik is the Practice Leader for Globalization and Business Transformation Practice based in Gurgaon. He is the Business Leader responsible for managing and delivering projects and developing content for the Globalization, Shared Services and Business Transformation Consulting business in India and Middle-East. He has worked on numerous large scale cross border consulting assignments, in the area of off-shoring strategy, process transformation, process transition and migration, shared services strategy and set up, location and investment attractiveness strategy for state/provincial/national governments, government and investment promotion agencies.
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Salome MATEO
Country Human Resources Manager, Hewlett-Packard Philippines Corporation
Sal has 28 years of experience in the human resources field. This spans the different domains of human resources such as recruitment and selection, compensation and benefits design and administration, organizational development and employee relations. Upon joining Hewlett-Packard Philippines in 2003, Sal was the Managed Services HR partner supporting the transition and transformation of the P&G account.
Prior to joining Hewlett-Packard, Sal was the Human Resources Manager for Southeast Asian region of NCR Corporation and the country HR manager of NCR Corporation Philippines and NCR Software Corporation. Other than IT, she has gained experience from industries such human resources consulting, auto- manufacturing and advertising.
Sal holds a Bachelor’s degree in Business Management from the Ateneo De Manila University.
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Mark MCGUIRE
President & CEO, Integra Business Processing Solutions Inc.
Mark McGuire is President/CEO of Integra Business Processing Solutions. Integra (formerly AIG BPSI), is a knowledge/business process outsourcing company directly servicing the needs of the customers of AIG and SunAmerica Financial Group, one of the largest life insurance organizations in the United States. Located in Alabang, Muntinlupa City, Philippines, Integra is a member company of American General Life Insurance Companies, which is part of the SunAmerican Financial Group. Mr. McGuire has been employed by American General for over 20 years and during that time has held positions of increasing management responsibility in all aspects of insurance operations. He has been involved in the operation of Integra since its inception in 2002 as a process owner and in June 2010 assumed his current position as President/CEO. He holds a BS Industrial Engineering degree from Texas Tech University and a Master of Business Administration Degree from Abilene Christian University.
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Asheesh MEHRA
Head of BPO – APAC, Japan and Middle East, Infosys
Asheesh Mehra leads Asia Pacific, Japan and Middle East regions for Infosys BPO. He also manages operations for Infosys' delivery centres at Manila, Philippines and Hangzhou, China. Asheesh is an outsourcing veteran with over 11 years of cross-industry, global sourcing experience. He has driven business transformation through outsourcing for several Fortune 500 companies.
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 and WNS, Asheesh was instrumental in driving strategic initiatives in the areas of market penetration, operational excellence, organizational development, and transition.
Asheesh holds a marketing degree from the University of Western Sydney, Australia and bachelor's degree in Hospitality from the Welcome Group School of Hotel Management, Manipal. 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.
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Piyush MEHTA
Senior Vice President of Human Resources, Genpact Limited
Piyush heads the Global Human Resources Function and is a member of the Genpact Leadership Team, having played an active role in the organization's journey to becoming an Employer of Choice.With over 19 years of experience in the Human Resources function, Piyush has contributed to various aspects of people management in both business and corporate roles, including Employee Relations, Organization Capability Building, Mergers & Acquisitions Integration and managing the function for P&Ls and geographies.
Piyush joined Genpact in 2001, leading HR engagements across Businesses and assumed his current position of Senior Vice President, HR, in 2005. He began his career with Hindustan Lever and has held the position of HR Director for AT&T, India, and was the Organization Capability Director for Frito-Lay, Asia Pacific.
He is an alumnus of XLRI, Jamshedpur, where he studied Personnel Management and is an Economics Honors graduate from Delhi University.
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Grace MENDOZA
Associate Director, Global Research Operations, On-Site Monitoring, Parexel Clinical Research (Philippines)
Grace Mendoza is the Associate Director for Global Monitoring Operations for Parexel Clinical Research Philippines.
She has started her career as a Clinical Research Associate in 2 multinational pharmaceutical companies in the Philippines. She then rose to the rank of Clinical Research Manager of Aventis Philippines.
In 2001, she left Aventis to relocate to Singapore with her family and after almost 7 years of being a housewife, Grace decided to join the Outsourcing industry. PPD Singapore, a global Contract Research Organization hired Grace as a Clinical Team Manager providing project management for clinical trials in Singapore, Malaysia, Indonesia, Thailand, Korea and Taiwan. The following year, she moved to clinical operations, managing the CRAs in both Singapore and the home-based CRAs in the Philippines.
In 2008, she moved back to Manila and set up the local office of PPD Philippines. She was also elected as President of PCRP for 2009-2011. PCRP is the association of CRAs in the Philippines.
In 2010, Grace assumed her current role in Parexel, a CRO that has presence in over 50 locations worldwide.
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Jose Mari MERCADO
Senior Director, Business Development, Convergys
Jose Mari Mercado is the Business Development Director for Convergys in the Philippines. He is responsible for handling prospects interested in outsourcing their call center operations, working closely with the US Convergys teams to sell the Philippines and its capabilities. In the last seven years, he has hosted over 300 clients and prospects, actively pushing for the Philippines as a destination of choice.
Mr. Mercado also manages all external relations for Convergys, including the Government, the Academe and trade organizations such as BPAP and CCAP. He works closely with the national government, specifically the CICT, where he actively supports the activities related to the Next Wave Cities project. He supports the various ICT Councils, most recently working closely with those of Cebu, Bacolod, Santa Rosa, Naga, and Legaspi.
He is a graduate of Industrial Engineering from the University of the Philippines.
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Partha MISHRA
Managing Director, UnitedHealth Group Information Services
Partha Mishra is the Managing Director of UnitedHealth Group Information Services (UHGIS) and is currently based out of Gurgaon, India. He oversees Global Sourcing and Delivery for UnitedHealth Group and, is accountable for managing UnitedHealth Group’s Technology, Business Operations and Shared Services centers in Gurgaon & Hyderabad in India, and Manila, Philippines. He has over twenty years of experience in managing growth businesses in multiple countries in the consulting, global IT and BPO services in health care, life sciences and manufacturing industries.
Prior to taking over as the Managing Director of UHGIS in 2007, Partha worked with Cognizant Technology Solutions, US (NASDAQ: CTSH) in the capacity of Vice President and Client Partner in their Health care business unit. He was also associated with Capgemini – both in Europe and US - for over five years where he held service line leadership positions within the supply chain and ERP practices. Partha has also held management positions with Siemens and AF Ferguson (now Deloitte) in India, before migrating to the US in 1996. Partha has a Bachelor’s degree in Electrical Engineering and a Post Graduate Degree in Management from Xavier Institute of Management, India.
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Anil MODI
President (CCC) and Global Head, Marketing and Strategy, Aegis Limited
Anil currently steers Aegis business in Middle East as President of Contact Centre Company, an Aegis-STC JV in addition to his role as Global Head of Marketing and Strategy for Aegis. He has 23 years of experience in the field of global outsourcing and Process Reengineering.
Prior to Aegis, he served in Global Tele-Systems as a strategic member of their international business division, managing telecom and IT divisions in North America. His previous roles have been in Hughes Network Systems as Director of Networking and HCL Technologies as Regional Manager. At Aegis, Anil started his career in early 2005 as Vice President, managing Business Development for the North American market. In early 2008 he relocated to India as Senior Vice President – Marketing and Strategy.
Anil continues to bring innovation in Marketing and Communications. He is currently working on building significant in-house video capability to help in internal communications, marketing collaterals and marketing communications.
He has been recognized by the BPO Excellence Marcom Professional for the year 2010 - 2011 by the BPO Excellence Forum and Brand Leadership award 2010 by Pune based Indira group of Institute. Anil is an Engineer in Electronics and Communications Engineering and has a Masters in Business Management from Cornell University – S.C Johnson Graduate school of Management.
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Jared MORRISON
Vice President & Country Manager, Stream Global Services
Jared Morrison is the Vice President and Country Manager - Philippines of Stream Global Services, a premium business process outsourcing (BPO) provider of sales, customer care and technical support services for many Fortune 1000 companies. Stream is a trusted advisor to some of the largest technology, retail, entertainment/media, telecommunications and financial services companies in the world. With a highly skilled workforce of over 30,000 employees based out of 50 solution centers in 22 countries supporting more than 35 languages, Stream continues to expand its global presence and service offerings.
Mr. Morrison has been with Stream Global Services for four years and is responsible for maintaining the smooth and efficient operations of eight Philippine sites with over 10,000 employees. Born in Albuquerque, New Mexico, he was first introduced to call centers when he joined America Online (AOL) in 1997 and worked there as a tech support agent. During his 10-year stay at AOL, he took numerous positions in AOL’s many lines of business such as Program Manager, Senior Program Manager and Director of Operations.
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John ORROCK
President, GlobalOne Solutions Inc.
Entrepreneur with 20 years of international technology consulting experience and has provided services to numerous global firms. John founded the first enterprise level salesforce.com (leading cloud computing application provider) consulting firm, OKERE, Inc in 2003 with offices in New York, London and Sydney. OKERE was acquired by Fujitsu Consulting NA in 2007.
Over the past 10 years, John has been tracking the global development, business acceptance and industry transformation of cloud computing based solutions.
John is committed to building local capability and solutions that will enable both regional and Philippine companies to benefit from cloud computing.
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Jan Alvin PABELLON
Product Manager for Asia Pacific, Netsuite
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Myrna PADILLA
Founder and President, Mynd Consulting
Myrna Padilla is the founder of Mynd Dynamic Team Inc. (formerly Mynd Tech Management Services), one of the country’s most successful business process outsourcing firms providing software development services to local and overseas clients. In 2009, she was hailed as one of the “Most Inspiring Entrepreneurs” in Davao by the Davao Chamber of Commerce and Go Negosyo. Born from an underdeveloped village in Bohol, she sought employment overseas to break free from poverty. She also founded the Mindanao Hong Kong Worker’s Federation in 2000, one of the largest federations in the world, and developed programs and processes designed to confront issues associated with materialism, dependency and the fatalism.
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Alejandro PELAEZ
Director Commercial Office in India, Proexport Colombia
Business Administrator (Universidad de los Andes, Bogotá); Postgraduate in Strategic Marketing (Colegio de Estudios Superiores de Administración –CESA- Bogotá). Since 2008, Director of Proexport Colombia Commercial Office in India and First Secretary of the Embassy of Colombia in New Delhi. Experience promoting Colombia as investment destination mainly in Software development and BPO sectors.
His professional career includes experiences as Senior Specialist in Investment in Proexport Colombia between 2007 till 2008 and Senior Analyst in Proexport Intelligence Unit between 2005 till 2007. In his international experience Alejandro was consultant in Chile for The Interamerican Development Bank (IDB) and CAF Development Bank of Latin America between 2003 till 2005.
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Jaideep Anil PRADHAN
Senior Vice President & Country Manager, EXL Service
Jaideep Pradhan is the Country Manager for EXL Services Inc. Philippines since July 2010. He has over 22 years of experience in diverse industries like Hospitality, Telecom and International Business Process Outsourcing and business functions like Sales and Customer Care.
Prior to this assignment, he was the Country Manager of Dell International Services in the Philippines. At Dell, Jaideep set up the company’s second contact centre in India in Hyderabad and grew it to a strength of over 4,500 staff working in sales, technology support, customer care and collection processes. Before coming to Dell, he was the Chief Operating Officer for Bharti Group’s IT-enabled services business and was in the telecom industry. He was, for two years, with Birla AT&T Communications as General Manager for Customer Care. For a year before that he was with Modi Telstra in the same capacity. He started his career in the hospitality industry, as a Management Trainee with the Taj Group of Hotels.
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Gautham RADHAKRISHNAN
Director of Business Services, South Asia of Actis
Gautham Radhakrishnan is Director of Business Services - South Asia of Actis. Gautham joined Actis in 2009, is based in Mumbai, and has worked on Actis’s investments in Integreon and Anthelio Healthcare. Before joining Actis, Gautham worked as a Principal with Warburg Pincus in London. Prior to that, he was with JP Morgan & Co in London, both in Fixed Income and Investment Banking. Gautham has an MA in Computer Science from the University of Cambridge, an MSc from the University of London and an MBA from INSEAD.
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Randy REDDEN
VP for Operations, Teleperformance Philippines
Randy has more than 22 years of experience in the call center industry and 7 with Teleperformance. He has an extensive background in telecommunications and financial services sectors having held positions in Operations, Training, Quality Assurance and Account Management. He currently has responsibility for more than 2,700 employees between 5 sites. A pioneer of the Philippine call center industry, Randy arrived in the Philippines in September of 2000.
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Danilo REYES
Country Manager, GENPACT Services LLC
Dan Reyes has over 20 years of experience in the IT Enabled Services and Outsourcing Industry. He currently leads Genpact Philippines’ operations as its Country Manager. He joined Genpact from SITEL where he held the position of Board Director and President and was responsible for developing country growth strategies, increasing revenue and profitability, and managing expansion of service offerings from voice services to back-office processing, and establishing new Service Delivery Center in the Next Wave Cities.
Dan also served as Chairman of the Board and General Manager of Salmat Philippines Inc. and Board Director and Country Manager of Contact World Inc.
Dan is considered of the pioneering leaders in the BPO industry. He is one of the founding directors of BPAP and currently serves as Vice Chairman. He is also a member of the Board of Directors of CCAP and an active member of MAP and various Chambers of Commerce.
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Paul ROBINSON
Vice President Expenditure – Finance Operations, Royal Dutch Shell
Paul Robinson is the Vice President Expenditure of the Royal Dutch Shell’s Finance Operations. He is responsible for the company’s global responsibility for accounts payable, the travel & entertainment process, and the accounting parts of the Global Payroll Process. Mr. Robinson manages approximately 600 staff based in five locations.
Prior to his current role, which is based in Manila, Mr. Robinson worked in Royal Dutch Shell’s Treasury and Corporate Finance Department in London. He is a British national residing in the Philippines.
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Jesus ROMERO
Head, Globe Business
Jesus C. Romero is the Head of Globe Business, the group in Globe Telecom that serves the leading small, medium and large enterprises in the Philippines. A telco veteran for over 20 years, Boboy began his career in Globe as an engineer, successfully transitioned to sales and was recently tasked to head the company's business unit. As Head of Globe Business , Boboy leads various groups in charge of the following functions - sales and after-sales, marketing, products, customer systems, professional services, technical service and support, operations and business controllership. Earlier in 2011, Boboy was elected to the Board of Directors of the Business Processing Association of the Philippines (BPAP), where as part of the Board, he oversees the activities of the association.
Boboy graduated from De La Salle University, with a degree in Electronics and Communications Engineering.
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Jeff RUSSAKOW
EVP, Customer Advocacy, Yahoo! Inc
Jeff Russakow is Executive Vice President and Chief Customer Officer for Yahoo! He has responsibility for all customer-facing and supporting services and business operations, including Customer and Small Business Care, Advertiser and Publisher Services, Global Ad Operations, Global Field Operations, and Yahoo! Network Quality. As a member of Yahoo!’s executive team, he also leads many of Yahoo!’s initiatives in creating shared services operations around the globe.
Russakow is an Executive Board member of the Technology Services Industry Association, as well as an advisory board member to several Asian-based Fortune 100 and start-up companies.
Before Yahoo!, Russakow has held a number of executive leadership roles at Symantec, Adobe, and SAP. His focus throughout has been in global field, support, services, operations, and strategy roles, across enterprise, mid-market, and consumer segments.
Russakow began his career as a consultant with McKinsey & Company, serving mostly high tech clients on a range of operational, strategic, and organizational issues. Dr. Russakow has a Master’s and PhD in Engineering from Stanford University, and a bachelor’s degree in engineering and a bachelor’s accreditation in Public Policy from Princeton University.
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Jay SABIDO
Director - R&D, REMEC Broadband Wireless
Dr. Sabido has over 20 years of technology management, business development, R&D and product development and engineering experience. He is well-versed in technology strategy formulation and road mapping, innovation strategies, and strategic IT and business planning. He has initiated and led new product development programs and projects in RF/wireless, optical communications, telecommunications, RF integrated circuits, ASIC design, IT and embedded systems.
Prior to joining REMEC, Dr. Sabido was the Chief Technology Officer and Chief Product Architect of Integrated Microelectronics, Inc. (IMI) and EAZIX, Inc. and served as Vice President of Sales and Marketing and Director of Research of Wave Optics, Inc., a Silicon Valley optical communications start-up. He has also been the Managing Director of the Philippines’ government R&D institute, ASTI and has served as the Director-General/Chief Government CIO. Dr. Sabido holds a B.S. Degree in Electrical Engineering from the University of the Philippines, and M.S. and Ph.D. Electrical Engineering degrees from Stanford University.
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Paco SANDEJAS
Managing Director, Narra Venture Partners
Dr. Paco Sandejas is the Founder and Managing Partner of Narra Venture Capital (“NarraVC”). Paco serves as Chairman and President of Stratpoint Technologies, Inc., which is Narra Venture Capital’s first investment in the Philippines and of BGN Ventures, Inc. He is also a board director of Vinta Systems (Philippines), Amulaire Technologies (San Diego) while he also sits as a director or observer on the board of most of Narra’s 10 other portfolio companies. Finally, he is a consultant to the President of Integrated Microelectronics, Inc. (IMI) and the co-inventor of the Grating Light Valve (GLV), a silicon MEMS device that is used in advanced display systems and in photonic communication systems.
Paco was formerly a Vice-President of H&Q Asia Pacific, another venture capital fund management company with over US$1.8 billion under management. His responsibilities included sourcing deals, investing in, monitoring and exiting from companies in Silicon Valley and Asia. He was directly responsible for more than $30 Million of profitable investments and sat on or observed the boards of various US and Philippine investee companies. Before joining H&Q Asia Pacific, Paco was responsible for Product Marketing and Management for Applied Komatsu Technology’s Etch Product Division.
He completed his Ph.D. and M.S. in Electrical Engineering from Stanford University and completed his Bachelor’s of Science Degree in Applied Physics from the UP Diliman. Upon graduation as one of the only four summa cum laudes of UP Diliman for that year, he was awarded by President Corazon Aquino as one of the Ten Most Outstanding Students of the Philippines for the field of Science.
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Aparup SENGUPTA
Managing Director and Global CEO, Aegis Global
Aparup Sengupta is the Managing Director and Global CEO of Aegis Global, and has been in the IT/BPO industry for the past 22 years. He spearheaded the BPO initiative of the Essar Group through Aegis Global, changing it from a USD60 million to a USD600 million company in five years. He has founded and headed several branches and companies in India, notably the Asia Pacific operations for IonIdea, and 24/7Customer.com, India’s leading CRM service delivery organization. He also founded Think Harbor, a company dedicated to enabling BPOs in India, the US, and the UK, transition their practices to other locations such as the Philippines. Mr. Sengupta has also served as chairman of the ASSOCHAM, India’s leading commerce and industry forum. He has also been awarded the Corporate Dealmaker of the Year award from Global M&A.
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Arijit SENGUPTA
Founder and CEO, Argon Advisors
Arijit is the Founder and CEO of Argon Advisors, an Asia-centric, managed learning business targeted at corporations in the region. Arijit has over 15 years of management experience across the US, Asia Pacific, India, Middle East and Europe in global resourcing and management consulting. He is one of the early entrants into the global business transformation outsourcing market-place and has built deep expertise in understanding corporate requirements of human resources, mapping these to skill sets available in an international resource pool and deploying technology, training & knowledge management to seamlessly deliver these needs.
Previously, as MD of Asia Pacific & Middle East of WNS Global Services (NYSE: WNS), Arijit set-up the region for the company from “zero base” and built deep-rooted enterprise relationships with corporations across Australia, UAE, Japan, Singapore and Philippines. Prior to that, Arijit led the company’s banking and financial services business unit globally and was a Director on the board of the US, Singapore and Australia entities.
Previously, Arijit had diverse management roles in the IBM Corporation’s BPO practice in the US as General Manager, IBM Global Business Process Services and has 4 years of management consulting experience in strategy and business process reengineering in Accenture.
Arijit has an MBA from the Indian Institute of Management, Ahmedabad and a Bachelor’s Degree in Economics from St Stephen’s College, University of Delhi.
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Carmen TANG
Executive Director – Shared Services and Outsourcing, PricewaterhouseCoopers Malaysia
Carmen Tang is an Executive Director with PwC Malaysia. She leads the shared services and outsourcing unit in Malaysia.
Prior to joining PwC, Carmen was attached to two large MNCs, setting up regional shared services centres for Asia, based out of Singapore and Malaysia respectively. She played a pivotal role in setting up the SSCs, introducing hub and spoke model and managing the entire transition programme, migrating back office functions into the SSCs.
Carmen is an experienced SSC practitioner and has helped clients with many aspects of the entire sourcing life-cycle , spanning from strategy development, physical infrastructure set-up of the SSC, implementation to operations review for SSC enhancements. Carmen was also involved in call centre outsourcing and data centre consolidation.
In recent times, Carmen has also worked with a government agency to develop a strategy to move into knowledge driven sourcing work, namely KPO (Knowledge Process Outsourcing). KPO maybe old news to more advanced SSO markets but in many Asian countries, this is very much an emerging trend with a lot of potential as the revenue return is high. Carmen is working with a number of SSO clients to venture into this very promising high growth area, delivering high value services out of the shared services centres to extract exponential return on investments.
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Lito TAYAG
Country Managing Director, Accenture and Director, Business Processing Association of the Philippines
Lito is the Country Managing Director of Accenture, Inc. (Philippines). He has overall operational responsibility for the growth and sustainability of the Accenture business in the Philippines. Before his appointment as CMD, he was the Financial Services industry group lead in the Technology outsourcing business where he served global clients. In this role he built and scaled up local industry knowledge and capability, and had direct growth and delivery responsibilities for some of these clients. Prior to joining Accenture, Lito has had extensive outsourcing experience, where he sold and delivered work from the Philippines for clients in the key geographies of the United States, Canada and Japan.
Lito is a member of the board of BPAP and was previously a member of the board of PSIA. He holds a bachelor’s degree in Management Engineering from the Ateneo de Manila University.
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Nora TERRADO
Country Manager, Headstrong Philippines, Inc.
Nora Terrado is the President and Country Manager of Headstrong Philippines. She is also the Vice President for Headstrong Inc. and a member of the global Headstrong Senior Leadership Team. Headstrong Inc. is a global IT consulting firm specializing in financial service solutions. Ms. Terrado also worked as the CFO for the Asia- Pacific operations and Managing Consultant of Headstrong or James Martin+Co. She is the President and Director of Philippine Software Industry Association (PSIA) and a guest-writer of Computer World Magazine, one of the leading IT magazines in the country. Ms. Terrado is a certified public accountant.
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Hon. Sigfrido TINGA
Representative, Taguig City, 2nd District
Congressman Tinga now chairs the House of Representative's Information and Communications Technology Committee.
Before being elected congressman, he served as Mayor of the City of Taguig for nine years. He successfully steered Taguig to growth and development, making it one of the fastest growing cities in the country. He was named among the People of the Year for 2007 by People Magazine.
Cong. Tinga had extensive corporate experience including stints with SGV in the Philippines and Singapore, as project manager for Nixdorf Philippines, as vice president for business development in First Pacific/Fort Bonifacio Development Corporation (FP-FBDC) and as co-founder and group managing director of K-2 interactive, a regional consulting and business solutions and digital design provider.
He earned an economics degree from the University of the Philippines (UP) in Diliman as well as a Master’s Degree in Business Administration from the University of Oregon.
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Elek Christopher TOTH
Senior Vice President, Asia Operations, NCO Group
At the helm of NCO’s Operations in the Philippines is Elek Christopher Toth, Senior Vice President for Asia Operations. With his long tenure and numerous achievements in NCO, Elek is tasked to steer the country’s operations towards geometric growth. With over 24 years of management experience, Elek has played a big part in NCO’s growth in the country. NCO has recently signed a multi-year lease for an additional site in the National Capital Region. The facility is expected to be operational by December 2011 and is expected to create over 1,200 new jobs.
Elek has been with NCO for 14 years, starting out as a Center Manager for NCO’s Virginia Beach Office. In 2002, he then accepted the role of Vice President for Operations and lived in Mumbai, India and acted as liaison to NCO’s Indian partner prior to moving to Manila in 2005. He served in the United States Navy for 5 years on active duty and 15 years in the Reserve. He earned his college degree at The Citadel, Military College of South Carolina and successfully completed Masters Level Course work in National Security and Decision Making at the Naval War College. He retired as a Commander, United States Reserve in 2010.
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Sonny VALDEZ
Chief Technology Officer, ePLDT
Sonny Valdez is the Chief Technology Officer of ePLDT, Inc. and leads the Cloud Computing Group. In this role, he is responsible for driving ePLDT’s business as a Cloud Service Provider. This includes driving the roadmap and development of cloud service offerings, architectures and technical operations, and business support.
In previous roles, Sonny has been responsible for IT management and IT support services. Sonny is a seasoned IT professional with 25+ years of experience, and has held senior IT management positions in Accenture (Philippines), Broadband Philippines, and Aboitiz Transport Systems.
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William VALTOS, JR.
Group President, Financial Services, ICCP Group
Mr. Valtos oversees the venture capital/private equity, investment banking, and asset management businesses of the ICCP Group and has operational responsibility for the Manila, Singapore, Hong Kong, Silicon Valley offices. He also serves concurrently as Senior Managing Director and is a founding partner of ICCP Venture Partners, Inc., a Manila-based venture capital firm which manages four global venture capital funds with investments in semiconductors, electronics manufacturing, retail, and value-added/outsourced services.
Mr. Valtos has been active in the venture capital/direct investment industry for 23 years, of which 15 years has been with the ICCP Group. He is an active Board of Director in a number of successful US and Philippine companies, many of which have achieved meaningful liquidity events. Prior to joining the ICCP Group in 1996, Mr. Valtos was Managing Director of Strategic Asset Management, Inc., a Chicago-based private direct investment firm managing over US$600 million in assets.
Mr. Valtos holds a B.A. in Economics and Political Science from the University of Illinois, where he was a Rhodes Scholar Candidate, and an M.B.A. from the J.L. Kellogg School of Management at Northwestern University. He attended Yale Law School and also pursued post-graduate studies at the University of Chicago.
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Charie VILLA
Head, News & Online Business, Regional Network Group, ABS-CBN Broadcasting Corporation
Charie Villa is a Broadcast Communication graduate from the Institute of Mass Communications, University of the Philippines. Before joining ABS-CBN, Villa was a senior producer for Reuters Television Asia from 1997 to 2005. She attended several trainings and seminar notably: Producing Television News in Bangkok in 1997, Hostile Environment Training Course in London in 2001 and the Reuters General and Economic News Writing in Singapore in 2003.
Villa held various positions in the field of media. She was a radio field reporter for DWAN-am from 1985-1986; TV reporter for IBC-13 from 1987-1988; TV reporter for ABS-CBN News and Current Affairs from 1988-1994; producer of ABS-CBN News from 1994-1996; and Managing Editor of ABS-CBN News from 1996-1997. Villa covered major stories like the December Coup in 1989, Baguio City earthquake in 1990, the Imelda Marcos/Adnan Kashoggi New York Trial in 1990, Pinatubo Eruption in 1991, Ormoc Tragedy in 1991 and Taiwan-China Straits conflict/ Taiwan elections in 1996.
Villa served as head of ABS-CBN’s Newsgathering operations for five years, she also served as head of the company’s New Media arm for a year and is now the News Head of ABSCBN Regional Network Group while concurrently heading the RNG’s Online Business team.
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Gillian VIRATA
Senior Executive Director, Business Processing Association of the Philippines
Gillian Virata is the Senior Executive Director at BPAP, responsible for the organization’s research service line, which involves providing industry statistics and information to the public. She oversees the publication of annual industry statistics on talent pools, IT BPO revenues and employment, and the resulting benefits to the country. Ms. Virata’s research team also takes charge of compiling the Next Wave Cities™ scorecard and annual report and the latest industry trends. She has extensive professional experience in research with reputable institutions such as the World Bank, ADB, and Ayala Corporation. She has an MA in Education from Columbia University, and a Master’s degree in International Policy and Practice from George Washington University.
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John WHEELER
VP for Strategy and Emergent Technologies, SPi Global
John Wheeler is an industry veteran with over 20 years experience in publishing and expertise in the development and deployment of ePublishing, eLearning, and Multimedia solutions, bringing a unique perspective to the discussion having worked on both sides of the business. As VP for Strategy and Emerging Technologies, he works closely with SPi Global's operations and sales teams in developing technology-enabled solutions that offer higher-value services and position the company as strategic partner to its clients.
Prior to joining SPi Global, John was with Elsevier for more than six years as Director, Multimedia Production where he was responsible for the production of all electronic products supporting Elsevier’s global publications.
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Jeff WILLIAMS
Co-founder and President, MediCall Philippines, Inc.
Jeff Williams established MediCall’s first healthcare service center in Manila, a specialized clinical services provider to support medical management, workers compensation, and specialty services segments of the US healthcare market. He is responsible for corporate operations including production efficiency, exemplar quality, unparalleled service, and cost-effective management of the exceptional clinical and customer service resources pool available in the Philippines. Under Mr. Williams’ leadership, MediCall has expanded to more than 800 heads, turning it into a multi-site global clinical services outsourcing provider, servicing some of the largest US corporations in the healthcare and workers comp industries. MediCall also attained the URAC Core Accreditation in 2008, the first time a US-based offshore company has achieved URAC Core accreditation in the history of URAC.
Currently, Mr. Williams is a member of the Board of Trustees for the Health Information Management Outsourcing Association of the Philippines (HIMOAP).
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Marife ZAMORA
Managing Director for Asia Pacific & EMEA, Convergys
Marife Zamora is the Managing Director, Asia Pacific and Europe, Middle East and Africa (EMEA) and concurrently, Country Manager for the Philippines of Convergys Corporation’s Customer Management business group. She is responsible for overseeing the operations of Convergys’ contact centers in these regions and for growing the company's business.
Marife is employee number 2 of Convergys in the Philippines and has grown the business to its current size of 13 contact centers and 25,000 employees in 8 years. Prior to joining Convergys, Zamora served as managing director for Headstrong Incorporated, a global provider of integrated solutions and digital technologies. She was responsible for leading and managing the company's global system integration center.
Previously, she was with IBM Philippines where she held a number of sales, marketing and management positions during her 18-year tenure with the company.
Zamora attended the University of the Philippines and The Wharton School, University of Pennsylvania. She is a Board Director of the American Chamber of Commerce, 2009 - 2011 and was president of the Philippine Software Association from 2001 to 2003.
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