Albert Marcelo Email and Phone Number
Metro Manila, Philippines
Albert Marcelo's Location
National Capital Region, Philippines, Philippines
Albert Marcelo's Contact Details
Albert Marcelo work email
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Albert Marcelo personal email
n/a
Albert Marcelo phone numbers
About Albert Marcelo
I bring over 20 years of dynamic HR leadership experience across diverse industries like BPO, logistics, healthcare, and financial services. My expertise lies in crafting strategic talent initiatives, cultivating inclusive cultures, prioritizing health and well-being, and guiding management teams towards operational excellence.I am also a certified CliftonStrengths® Coach deeply passionate about empowering individuals to maximize their potential and build their capabilities. As a dedicated capability builder and advocate for talent development, I excel in designing and delivering impactful learning programs using diverse modalities.
Albert Marcelo's Current Company Details
American Express
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Country Head of HR for the Philippines
Metro Manila, Philippines
- Website:
- americanexpress.com
- Employees:
- 79797
Albert Marcelo Work Experience Details
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Country Head Of Hr For The PhilippinesAmerican ExpressMetro Manila, Philippines
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Director - Country Head Of Hr For The PhilippinesAmerican Express Mar 2020 - PresentNew York, Ny, UsAs 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.
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Director - Country Head Of Hr For Hong Kong SarAmerican Express Jul 2022 - Jan 2023New York, Ny, UsI 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.
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Chair, Hr Sub-Committee [Volunteer Role]Gicc Philippines Jan 2024 - PresentTaguig, PhI 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. -
Pillar Lead, Hr Business Partnership, Hr Sub-Committee [Volunteer Role]Gicc Philippines Feb 2021 - Jan 2024Taguig, PhI 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.
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Clifton Strengths CoachGallup Dec 2019 - PresentWashington, D.C., UsAs 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. -
Hr Leader, Global Services And Consumer Health Sector For The PhilippinesJohnson & Johnson Feb 2019 - Mar 2020New Brunswick, Nj, UsAs 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. -
Health & Wellness Council LeadJohnson & Johnson Feb 2017 - Mar 2020New Brunswick, Nj, UsLed 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.
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Hr Leader, Global ServicesJohnson & Johnson Nov 2016 - Feb 2019New Brunswick, Nj, UsAs 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.
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Country Head Of Hr, Global Service CenterDhl Aug 2014 - Oct 2016Bonn, DeAs 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. -
Lecturer [Part-Time]Pamantasan Ng Lungsod Ng Maynila (University Of The City Of Manila) Jun 2014 - Nov 2014PhAs a part-time instructor, I delivered lectures in psychology to undergraduate students at the university. -
Director - Country Head Of HrKgb Nov 2012 - Aug 2014New York, Ny, Uskgb (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. -
Hr ManagerKgb May 2010 - Nov 2012New York, Ny, UsAs 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.
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Learning And Development OfficerKgb Mar 2010 - May 2010New York, Ny, UsAs 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.
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Labor Relations OfficerKgb Jul 2007 - Mar 2010New York, Ny, UsAs 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.
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Team ManagerKgb Dec 2005 - Jun 2007New York, Ny, UsAs 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.
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Lead Customer Service RepresentativeKgb Nov 2003 - Dec 2005New York, Ny, UsAs 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.
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Customer Service RepresentativeKgb Jul 2003 - Nov 2003New York, Ny, UsAs 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.
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Lecturer [Part-Time]Informatics Computer Institute May 2006 - Jul 2006PhAs 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. -
Recruitment ConsultantAdd Force Personnel Services Inc. Jun 2003 - Jul 2003As 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.
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Human Resources Administrative AssistantStaff Alliance Inc. Nov 2002 - May 2003Makati, National Capital Region, PhAs 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.
Albert Marcelo Skills
Leadership
Policy Writing
Bpo
Presentation Development
Learning Management
Program Facilitation
Employment Law Compliance
Employee Engagement
Process Automation
Human Resources
Action Planning
Personnel Management
New Hire Orientations
Shared Services
Training And Development
Soft Skills
Project Plans
Report Writing
Workforce Planning
Consultation
Hr
Team Management
Performance Appraisal
Industrial Relations
Talent Acquisition
Labor Relations
Labor Standards
Talent Management
Employee Relations
Process Development
Data Presentation
Project Implementation
Onboarding
E Learning Development
Benefits Negotiation
Project Planning
Training Delivery
Training Needs Analysis
Management
Hr Policies
Coaching
Research
Strategic Hr
Benefits Administration
Training Facilitation
Call Centers
Services
Staff Mentoring
Job Descriptions
Workshop Facilitation
Employee Benefits
Employment Law
Performance Management
Albert Marcelo Education Details
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Pamantasan Ng Lungsod Ng MaynilaIndustrial Psychology -
Pamantasan Ng Lungsod Ng MaynilaPsychology
Frequently Asked Questions about Albert Marcelo
What company does Albert Marcelo work for?
Albert Marcelo works for American Express
What is Albert Marcelo's role at the current company?
Albert Marcelo's current role is Country Head of HR for the Philippines.
What is Albert Marcelo's email address?
Albert Marcelo's email address is ce****@****kgb.com
What is Albert Marcelo's direct phone number?
Albert Marcelo's direct phone number is (632)-755*****
What schools did Albert Marcelo attend?
Albert Marcelo attended Pamantasan Ng Lungsod Ng Maynila, Pamantasan Ng Lungsod Ng Maynila.
What are some of Albert Marcelo's interests?
Albert Marcelo has interest in Leadership, Emotional Intelligence, Social Services, Children, Graphic Design, Android Os, Visual Basic For Excel, Coaching And Mentoring, Education, Employee Engagement.
What skills is Albert Marcelo known for?
Albert Marcelo has skills like Leadership, Policy Writing, Bpo, Presentation Development, Learning Management, Program Facilitation, Employment Law Compliance, Employee Engagement, Process Automation, Human Resources, Action Planning, Personnel Management.
Who are Albert Marcelo's colleagues?
Albert Marcelo's colleagues are Ian Bush, Sonali Shukla, Alfonso Dávila, 유정영, Navdeep Kukreja, Luis Poaquiza, Beth Kaiserman.
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