John Gilbert Garcia

John is an accountant by profession and has a Master’s in Business Management and currently pursuing his doctorate degree in Business Administration. He is the current AVP and Lead of Continuous Improvement of SM Retail. John is a certified Lean Six Sigma Master Black Belt (CLSSMBB), a Certified ScrumMaster® (CSM®), a Certified Digital Transformation Professional (CDTP), and a practitioner and facilitator of Human Centered Design (HCD). John has more than 22 years of global exposure in Operations Management, Quality, Process Migration, Process Stabilization, Process Improvement & Innovation, ISO Certification, Knowledge Management, Controls & Compliance, Robotics Process Automation (RPA), Machine Learning (ML), Artificial Intelligence (AI). He has a strong background of applying operational excellence principles and practices to new and existing processes in the BPO and Shared Service Industries in order to drive cost and quality metrics. With over two decades of combined experience in the Banking and Finance Industries, both in Operations and in Continuous Improvement, he has led operational roles in organizations such as Thomson-Reuters, Deutsche Knowledge Services and Citigroup. After ten years in operations, he shifted as a Six Sigma practitioner in Accenture, where he pioneered the Operational Excellence for Finance and Accounting, with focus on P2P/AP, O2C/AR and R2R/GL. JG is a trainer and facilitator of Operational Excellence Maturity Model, Operational Excellence Framework, Balanced Scorecard, Lean Methodology, Six Sigma, Scrum Framework, Design Thinking, Opportunity Mining, Next Generation BPO and Client Innovation.