Country HR Head

The Area Projects Manager is a member of the Area Projects Team, a team of highly skilled HR project resources who provide high quality support in project design and implementation, and ‘surge capacity’ to fill urgent and high profile resource gaps. Projects and roles will primarily be within the Area the team is based in and will be scoped out in conjunction with and approved by the Area HR Lead. The team may also be pulled into global projects as directed by the HR Strategy Lead in conjunction with the Area HR Lead.The Area Projects Manager will be staffed onto roles which may include:• Scoping and planning project work• Managing complex projects• Taking on critical roles within HR for a period of time

2010.8 ~ 2013.7 Accenture ABS, Service Management and BRM Manager (team size 6 ppl).My key responsibilities involve:•Leading the ABS Dalian center employee capability development. Develop the center wide training strategy, annual training curriculum, training policy; design and implement capability development programs; select and train up internal trainer; research and decide external training provide; plan and control training budget. •Leading the team which is responsible for ABS Dalian center wide Delivery Excellence execution, Operational Excellence initiative, Capability Development Management, Service Management and Business Relationship management.•Managing all functional aspects of Service Management with Key Customer Groups - including Service Definition (Service Level Document (SLA), Service Catalogue Update), Service Delivery (Escalation, Incident and Performance Management(KPI) & review), and Service Performance (Charge-backs/Allocations for services rendered, Customer Satisfaction and Performance Management reporting).•Own and manage all service level related improvement programs, such as but not limited to developing new monitoring and reporting systems, or designing and implementing new language training programs etc•Single point of contact with global service management team to help drive the organization service management program•Single point of contact / relationship manager for a defined set of Key Customer Groups •Facilitate issue resolution, ongoing analysis and provide data/ support within GSCO and the Key Customer Groups •Service level management and customer satisfaction management

In charge of the day to day management of the Training Operations Team which is responsible for training operations processes execution. Our customer is Asia Pacific Accenture employees, and the team work scope includes•Training calendar development•Training facilitation•Training calendar development•System maintenance•Registration and attendance management•Training feedback collection and analysis•Training transcript & budget reporting •Vendor training management etc. And my personal responsibilities include service quality control, service scope transition, knowledge exchange, customer communication, job allocation, process effectiveness measurement and team members’ career development etc.