Albert Marcelo Email & Phone Number

Metro Manila, Philippines

New York, Ny, Us

As a seasoned Country HR Director, I provide strategic leadership and partnership to the Country Executive Team, steering the talent agenda to align with our business objectives. Alongside leading my HR team, I collaborate with skilled HR COEs globally, ensuring a seamless employee experience for nearly 4,000 colleagues in the Philippines. By focusing on pivotal moments such as recruiting, onboarding, growth & development, and offboarding, we empower our colleagues to uphold the gold standard in customer experience synonymous with American Express.Additionally, I spearheaded the establishment of the Diversity, Equity, & Inclusion (DE&I) Council in the country, guiding all employee resource groups towards our DE&I objectives with enhanced collaboration and synergy.Furthermore, I co-lead the Engagement Pillar for the APAC HR community, overseeing the creation and execution of a framework aimed at elevating engagement for over 120 HR professionals in the region. This initiative involves supporting their career aspirations, fostering a culture of care, and leveraging opportunities to cultivate and nurture professional connections within the organization.

New York, Ny, Us

I led the HR team American Express Hong Kong on an interim basis, collaborating closely with the Country Executive Team to drive the talent agenda in a market with around 500 employees.

Taguig, Ph

I lead the HR Sub-Committee tasked with engaging a community of highly talented HR professionals in the captive centers and shared services industry. Our focus is on best practice sharing, thought leadership, networking, and capability building within this dynamic field.Global In-House Center Council Philippines (GICC) is the trade association of in-house centers operating within the Philippines. We represent more than 90 members, predominantly Fortune 500 companies, and more than 100,000 jobs that contribute significant value to our global organizations.

Taguig, Ph

I led the HR Business Partnership within the GICC HR Sub-Committee, a strategic pillar dedicated to driving impactful initiatives that enhance HRBP effectiveness across GICC partner companies. Our goal is to cultivate a vibrant community of HRBPs, fostering best practice sharing, continuous learning, networking, and capability building.

Washington, D.C., Us

As a CliftonStrengths® Certified Coach, I specialize in empowering individuals and teams to achieve peak performance and personal fulfillment by leveraging their unique talents, and guiding them through a transformative journey of self-discovery through strengths-based methodology.

New Brunswick, Nj, Us

As an HR Leader, I supported the Global Services organization across the APAC, EMEA, and North America regions, and the Consumer Healthcare sector of the company’s commercial business in the Philippines. As a trusted advisor and strategic partner, I worked with the senior leadership team of APAC HR Global Services with over 250 HR professionals in the region, supporting J&J employees worldwide in Talent Acquisition, Total Rewards Administration, Employee & Labor Relations, and Workforce Data Administration. Additionally, I played a key role in developing HR talent through coaching, mentoring, talent reviews, succession planning, and overseeing the HR early talent program in the APAC region.I also supported Johnson & Johnson's Consumer Health business in the Philippines, primarily collaborating with the Sales and Marketing teams with around 200 employees to ensure the availability of Johnson & Johnson consumer health products to over 100 million Filipinos. Through robust partnerships and talent advancement initiatives, we fulfilled our talent development objectives and facilitated smooth leadership transitions.I contributed to fostering a culture of diversity and inclusion on campus by establishing the Diversity & Inclusion Council for the market. Additionally, I initiated the establishment of the local chapter for the company's Alliance for Diverse Abilities (ADA), an employee resource group dedicated to supporting individuals with diverse physical, neurological, cognitive, and mental health abilities.

New Brunswick, Nj, Us

Led the Health & Wellness Council in partnership with various leaders across multiple functions to steer the Philippine Campus towards a best-in-class implementation of health, wellness, and safety practices for the benefit of all employees.

New Brunswick, Nj, Us

As an HR Leader for the Global Services organization, I partnered with leaders of the Finance, HR, Procurement, and Contact Center service delivery operations in Asia Pacific, EMEA, and North America regions in the areas of coaching, culture, talent development, succession planning, and workforce planning to advance our talent agenda.Handled the role of Learning & Development Lead for the Philippine campus supporting both the Global Services and the local commercial business units with overall headcount of over 1,200 employees.

Bonn, De

As the Head of Human Resources, I led the full spectrum of HR strategy and operations for DHL's Global Service Center in the Philippines, providing support for shared services operations across the US, LATAM, and APAC regions, supporting a workforce of around 700 employees.Some key accomplishments include the following: 1. Restructured and revamped the company's code of discipline to better support its shared services operations. This included the audit and development of policies and procedures to minimize the company's legal risks and exposure.2. Designed, developed, and implemented the company's onboarding program for newly promoted and internally transferred employees. This program was implemented across all Global Service Centers in India, China, and the Philippines.3. Led the design, development, and implementation of a talent development program for high potential Process Associates and Team Leaders who are aspiring to take the next step in their careers. This program was piloted and implemented across all Global Service Centers in India, China, and the Philippines.4. Led the design, development, and implementation of an improved total rewards program that initialized the pay-for-performance culture in the Manila site, improved the competitiveness of DHL Global Service Center in the external market, and improved employee retention.

Ph

As a part-time instructor, I delivered lectures in psychology to undergraduate students at the university.

New York, Ny, Us

kgb (formerly known as InfoNXX) is a privately held, New York-based company that provides a multitude of essential solutions to its customers worldwide through its multi-faceted businesses. Directory assistance and enhanced information services were the core of kgb's business through its presence in the US, UK, Ireland, France, and other European countries. At present, kgb touches lives everyday through Conduit Global, which is its fully integrated BPO company that provides multi-channel contact center, back office, professional managed services, and thought leadership to its customers in the telecommunications, healthcare, financial services, utilities, and public sectors.As the Human Resources Director for kgb's Philippine offices, my role was to lead and provide overall direction to the human resources team in all areas of HR in support of more than 2,000 employees across its contact centers in Makati and Sta. Rosa, Laguna.As the primary HR Business Partner, I partnered with senior management on key people-related issues to support business initiatives including compensation strategy, talent management, workforce restructuring, and legal risk assessment.Some key accomplishments include the following:1. Led the company's global employee engagement survey and research activity across 9 countries including questionnaire development, survey implementation, and results analyses.2. Led and partnered with senior management in establishing the offshore support services for the company's Financial Services business, and the growth of its Finance and Accounting shared services function. 3. Awarded as the company's Support Person of the Year in 2013.

New York, Ny, Us

As the Human Resources Manager, my role was to manage the day-to-day operations of HR and lead a team of seven (7) HR professionals, which supported more than 2,000 employees in the Philippines in the areas of Labor & Employee Relations, Benefits Administration, Administrative Support, and Learning & Talent Development.Some key accomplishments include the following:1. Led the Benefits team in implementing a health and wellness strategy covering the different dimensions of wellness.2. Partnered with the Learning and Development Officer in implementing over 20 new courses in span of 18 months.3. Partnered with the IT team in implementing a technology-enabled performance evaluation platform that saved the company over $10,000 annually and streamlined the documentation of performance reviews.4. Led the HR Admin team in implementing Workday as the company's new HRIS, which included data migration, integration with payroll system, and training of employees on the use of Workday's manager and self-service modules.

New York, Ny, Us

As the Learning and Development Officer, I worked with the HR Director in establishing the company's learning and development function with the objective of implementing learning programs in its contact centers in the Philippines.

New York, Ny, Us

As the Labor Relations Officer, my role was to manage the end-to-end process in all employee discipline and administrative cases supporting more than 2,000 employees.In my role, I partnered with Operations in developing and implementing interventions to maintain good labor-management relations and improve employee morale. This also includes organizing and implementing programs and activities that improved employee relations.Some key accomplishments include the following:1. Developed and authored a business feasibility study, which led to the implementation of the first large scale work-at-home BPO operations in the Philippines. 2. Recruited 1,500 employees in a span of 24 days for kgb's Work-at-Home start-up campaign.3. Assumed the role of an HR business partner for kgb's work-at-home operations in a concurrent capacity as the Labor Relations Officer for its brick-and-mortar operations. Guided, managed, and developed a full spectrum of HR operations systems, processes, and procedures. 4. Awarded twice as the company's Support Person of the Month in 2008.5. Closed all outstanding labor cases and resolved all labor disputes without financial implications to the company.

New York, Ny, Us

As a Team Manager in its North America Operations, my role was to lead and manage a group of at least 25 Customer Service Representatives (CSR) and 2 Lead CSRs (Supervisors) in consistently exceeding call center performance metrics such as attendance, quality assurance, call handling time, productivity, and schedule adherence.Some key accomplishments include the following:1. Successfully led the team to elevate its performance ranking from 39th out of 40 teams to as high as 2nd in less than 18 months.2. Consistently led the entire contact center in the key areas of quality assurance, customer satisfaction, productivity, real-time adherence, and attendance.3. Awarded as Team Manager of the Month in 2007.

New York, Ny, Us

As a Lead CSR, I actively participated in floor supervision, assisted CSRs with escalated customer calls and difficult searches, monitored the call center floor for violations of the company’s policies, documented and escalated database and system issues for resolution.Part of the role was also to support the Team Manager in coaching, developing, and motivating agents. This also includes tracking agent performance in the areas of attendance, productivity, quality, and handling time; and proactively assisting the CSRs to improve their performance.Some key accomplishments include the following:1. Designed, developed, and implemented a strategy that led to the team (25 FTEs) achieving a perfect attendance record (no unplanned absences of tardy occurrences) for more than 45 straight days, which marked the longest streak enterprise-wide.2. Designed and developed a supervisor development program that was presented to the Senior Call Center Director and paved the way for the implementation of a robust development program for Lead CSRs.

New York, Ny, Us

As a CSR, my role was to handle customer calls in a timely manner. This also includes providing consistent, high quality service and accurate information to customers.In my role, I was awarded as Employee of the Month in 2003.

Ph

As a part-time instructor, I handled a class of more than 30 students and provided training on accent neutralization, US culture (US 101), customer service, and sales & marketing skills.

As a Recruitment Consultant, my role was to source candidates to fill open call center agent requisitions. This includes conducting phone screening and in-person interviews to candidates, and endorsing successful candidates to the company's clients.

Makati, National Capital Region, Ph

As an HR Assistant, I was primarily responsible for administering, scoring, and evaluating psychological tests for job candidates. I also conducted preliminary interviews for candidates of internal job openings and sourced applicants for various job requisitions through the Internet, job fairs. and other recruitment activities. As an added role, I was also in responsible for procuring goods and services for the company.

Master Of Arts (M.A.), Industrial Psychology

B.S., Psychology