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Millard Guevarra

Operations & Transformations Leader | Customer Experience | Banking & Fintech | Asia & Middle East | MBA Candidate at University of Illinois-Urbana Champaign
14.0 yrs experienceFinancial Services
Mar 2026

The move

MoveCommercial Bank of Dubai → DIB
TitleSenior Manager - Digitalization → Head of Customer Experience Excellence, Resolution & Assurance
LocationDubai → Dubai
Career arcRecent arrival
Cross-border moveNo — same country
Native languageFilipino, English
Years in UAE3.7
Total experience14.0 years
DIB headcount5,001-10,000 employees
DIB industryBanking
DIB HQDubai
DIB typePublic Company

Career arc

  1. Head of Customer Experience Excellence, Resolution & AssuranceMar 2026 — Present
    DIB· Dubai, United Arab Emirates· Full-time
  2. Senior Manager - DigitalizationJan 2025 — Feb 2026
    Commercial Bank of Dubai· Dubai, United Arab Emirates· Full-time
  3. Head of Shared ServicesSep 2023 — Feb 2024
    Commercial Bank of Dubai· Dubai, United Arab Emirates· Full-time
  4. Senior Manager - Payments Clearing and Cash ManagementJan 2023 — Jan 2025
    Commercial Bank of Dubai· Dubai, United Arab Emirates· Full-time
  5. VP - Strategic Support and TransformationsAug 2021 — Dec 2022
    Metrobank· Philippines· Full-time
  6. VP - Head of Asia Core Cash OperationsJan 2020 — Jul 2021
    JPMorgan Chase & Co.· Taguig, Philippines· Full-time
  7. AVP - Head of PaymentsSep 2017 — Dec 2019
    Citi· Taguig, Philippines
  8. AVP - Head of Treasury and Trade Solutions Cash Ops SupportSep 2016 — Aug 2017
    Citi· Kuala Lumpur
  9. AVP - Project Manager, AML TechnologyMar 2016 — Aug 2016
    Citi· Incheon, South Korea
  10. AVP - Re-engineering Lead, Treasury and Trade Solutions Cash OperationsAug 2015 — Feb 2016
    Citi· Bangladesh
  11. Manager - Management Associate, Branch and Liabilities OperationsJun 2014 — Jul 2015
    Citi· Quezon City, Philippines
  12. Assistant Manager - Regional Procurement Category ManagerNov 2012 — May 2014
    Citibank N.A. ROHQ· Makati City, Philippines
  13. Officer - Regional Procurement Category Support and AnalyticsJul 2011 — Oct 2012
    Citibank N.A. ROHQ· Makati City, Philippines

Education

Languages

  • Filipino · Native or bilingual
  • English · Native or bilingual

Top skills

AnalysisProject ManagementOutsourcingBankingForecastingProcurement

About

I am an Operations, Transformation, and Digitalization Leader with over 14 years of experience driving large-scale efficiency, automation, and service excellence across Asia and the Middle East. Throughout my career, I’ve led regional and cross-border operations teams, delivering measurable improvements in productivity, accuracy, and customer experience through process re-engineering, RPA, AI, and Lean Six Sigma. At Commercial Bank of Dubai, I’ve implemented automation frameworks and workflow solutions that increased Straight-Through Processing by 30%, eliminated 32K manual cheque transactions per month, and reduced customer complaints by 90%. Prior to this, I held transformation and operations leadership roles at Metrobank, JP Morgan, and Citibank, where I drove digitization, control en

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