Sitel, a global customer care outsourcing provider,
continues to expand its operations in the Philippines and Asia-Pacific with the
appointment of three executives to various regional positions.
The new changes in the organization further distinguish
the Philippines as the center of BPO operations for Sitel in Asia-Pacific.
Trevor Friesen has been appointed as general manager for
the Philippines, Australia and New Zealand (PHANZ) operations, with
responsibilities over Operations, Human Resources, Financial and Facility
functions.
Friesen’s duties include end-to-end delivery of client
partnerships, financial performance and value-driven solutions to develop
long-term business relationships with clients.
He previously held the position of Sitel’s senior vice
president of Operations, and his call center career spans more than 16 years
supporting Fortune 100 companies in a variety of industries and countries.
Brendan Mengel has oversight for Sitel’s Australia and
New Zealand operations with added responsibility of solutions enhancement for
Asia-Pacific as senior vice president of Business Development and Solutions for
Australia, New Zealand, the Philippines and China.
Mengel is also expected to expand the business into
emerging markets and assemble a team across the Asia-Pacific region tasked to
enhance value propositions to prospective clients through process improvement,
innovation and reduction of the total cost of ownership.
Jerry Kinnick will take on the post of senior vice
president of Account Management for Asia-Pacific. He will be responsible for
augmenting and developing a team of account management professionals who will
bring strategic insights and business acumen to existing and future business
relationships.
The newly organized management team is expected to
reinforce the business, expand global partnerships, develop systems and
services in the region, put in place strategic plans, all to be one of, if not,
the best in the BPO industry.
We are completing an organizational change which aims to
improve our operations and relationship with clients. We have also enhanced our
objectives to create a world class company by going beyond market expectations.
We are focused on meaning more to our clients, employees, and shareholders,”
said Friesen.
Sitel
has expanded its operations by opening a new site in Manila, further broadening
its footprint within the Philippines, with 2 more planned sites opening in the
later part of the year and in early 2012.
Parallel to Sitel’s expansion, the company is putting up
several initiatives to be the best in class in employment, defining objectives
that are aligned with client expectations, and giving the best possible return
to the stakeholders.
One of these initiatives is the Sitel Magis Leadership
Program, which is an innovative leadership program designed to help super
charge the potential and learning of high-performance leaders in Sitel.
A first in the Philippines BPO industry, Sitel partnered
with Harvard Business School Publishing and John Clements Consultants.
The Magis Leadership Program is designed to provide a
blended learning experience, designed to stretch the participant’s thinking,
provide new concepts, and to promote collaboration and peer learning,” said
Haidee C. Enriquez, vice president of HR for Asia-Pacific, Sitel.
Access to online knowledge source, case discussions led
by global experts, Project Team activities, and lectures by Harvard Business
School professors are part of the 9-month curricula.
By Telecomlead.com Team
editor@telecomlead.com
