12/08/2011 00:17AM Australia/Sydney
NASHVILLE, Tenn. (BUSINESS WIRE)
Sitel, a leading 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. Mr. 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.
Additionally, 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. Mr.
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
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. According to Friesen, “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.”
Expansion and growth
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.
“We are proud of the continued confidence and commitments from existing
clients, while at the same time gaining the trust of new clients, such
as the world’s largest technology company, a leading wireless internet
service provider in the United States, and the United Kingdom’s first
quadruple-play media company. This new partnership is one of the main
reasons why we are bullish in expanding our sites, especially in the
Philippines. After all, more sites mean more jobs for the Filipino
talent. We plan to add more capacity to the Philippines and throughout
APAC later this year and in 2012,” said Friesen.
Investing in talent for growth
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. Haidee C. Enriquez, Sitel’s vice president of HR for
Asia-Pacific explained “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. 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.”
“We will need more leaders to drive business performance as we grow.
Growing and developing the talent in the Philippines will always be a
priority and that is why we are making this investment,” Friesen added.
Sitel is a world leader in outsourced customer care services. With over
26 years of industry experience, Sitel has twice been ranked as the top
overall call center outsourcing provider in Datamonitor’s annual Black
Book of Outsourcing survey. Sitel’s 52,000 employees provide clients
with predictable and measurable Return on their Customer Investment by
building customer loyalty, increasing sales and improving efficiency.
Sitel’s solutions span 135+ domestic, nearshore, and offshore centers in
26 countries across North America, South America, Europe, Africa, and
Asia Pacific. The company is privately held and majority owned by
Canadian diversified company, Onex Corporation. For more information,
please visit www.sitel.com.