Amy James Email & Phone Number

New York, Ny, Us

• Lead HR Transformation initiatives for change management, process, knowledge building, HR organization design. Set HR Strategy as part of HR senior leadership team. • Sponsor for HR Transformation cross-functional working committees - HR Portal, Core Subject Matter Experts, Systems, Process.• Lead HR Systems strategy, including quarterly enhancements delivery. • Senior leader and architect for HR Solutions Center, including case management procedures, operational metrics, staffing model, knowledge management, telephony, training. • Creation of HR Generalist roles with oversight of startup of the roles and responsibilities, coordination of learning approach across HR.• Portfolio of end-to-end HR processes with functional responsibility for: onboarding, employee benefit services and systems, compensation, non-traditional volunteer program, HR transactions, HR portal, general HR inquiries, policy, employee relations intake. Oversight of 64 staff in multiple locations.• Leverage reporting and analytics to run the HR operational aspects of the HR Solutions Center to drive process improvement, automation and system enhancements. • Lead HR systems strategy – exploration and implementation of new HR technologies to improve employee and manager experience. • Report to Chief HR Officer

New York, Ny, Us

•Built a multichannel, bi-lingual US service delivery model with multiple locations, including a hub in NYC, a satellite in PA with additional team members in other states across the US. •Led and developed employee services operations team of 60+ supporting 40,000+ employees in US, Puerto Rico and Guam.•Led a team responsible for intake (calls/emails) from employees and managers as well as perform transactions and deliver reporting to employees and managers. •Established a service delivery approach for the US, inclusive of HR generalist support by creating an inventory of activities, categorizing against service delivery roles, streamlining processes and aligning work to the appropriate resources. •Fostered and demonstrated a culture of collaboration, communication and coordination for Employee Services in partnership with HR business partners and COEs. •Designed an approach to streamline and standardize key generalist processes and led deep dive working sessions to find common elements to anchor standards of practice. •Consulted HR stakeholders with change driven leadership skills in a fast paced growth environment with strong relationship management and influencing skills. •Created an operational reporting and metrics package monthly to showcase results, including service target measures and actions needed.

Mount Laurel, Nj, Us

Rahway, New Jersey, Us

Global responsibility for implementation of HR Shared Services, including strategy development, portfolio management, customer service strategy and metrics.•Developed and executed the HR Shared Services global strategy for Merck to implement a global operations footprint as an enabler to the HR functional operating model. •Created and evolved a metrics driven organization, inclusive of monitoring of operations and performance metrics to predictive modeling event driven metrics. Advancement of customer satisfaction results, call backs and quality monitoring standards. •Led a global organization consisting of over 200 resources (mix of employees and outsourced partners), in 4 primary locations, but spans over 12 countries with a budget of almost $30M.•Managed strategic relationships with 6 large vendor partners for service delivery, benefit administration, payroll services and contractor management.•Led Global HR Shared Services operations to ensure accurate, timely, compliant and operationally efficient delivery of services and products to clients throughout the company and the HR organization.•Established a strategy to construct global standards for knowledge management, work instructions, compliance, ticket management and documentation, including a course in operations excellence for the HR shared services team. •Implemented a language strategy for global support that includes 14 languages within the HR support centers.•Advocate the change management needed for line managers to embrace an HR shared services model to develop an understanding of self-service and support center usage. •Played an integral role in harmonization of post-merger HR Information, Payroll, Compensation, and Benefits policies and processes. Sponsored creation of the HR Shared Services playbook for mergers and acquisitions. •Developed a compliance driven operations organization, including oversight of the Global SOX procedures for the HR transactions.

New Brunswick, Nj, Us

•Led the global HR service delivery team dedicated to continuous improvement of the HR service delivery model, including design and development of solutions that enable global consistency and standardization.•Served as primary liaison and advisor between HR Operations, Specialist Groups, the business and the outsourcing provider.•Established and monitored key measures that drive the interactive employee experience to enhance employee experience.•Acted as internal expert on service delivery operations of the outsourcing provider. Monitored and influenced the service level agreements with the outsourcing provider.•Led change management, communications and training on behalf of HR Operations. •Service delivery components include portal, IVR, fulfillment, document imaging, customer satisfaction, policy harmonization/knowledge management system, translation as well as other items.

Overland Park, Kansas, Us

Director, Shared Services, Overland Park, KS Sr. Manager, Shared Services Customer Service and Strategy, Reston, VA Sr. Manager. Shared Services Tools and Technology, Reston, VA Manager, HR Transactions, Reston, VA•Streamlined HR transactional processing, automating a manual process, reducing duplicate submissions and accuracy. Responsible for employee files in HR Transactions role. •Functional Subject Matter Expert for Nextel PeopleSoft 8.8 project, including employee self-service and manager self-service implementation. •Built an employee call center for Nextel at the time of PeopleSoft implementation. Reduced call volume 40% within first year. •Served as acting payroll manager during merger integration in addition to call center responsibility. •Post merger augmented financial components of employee contact center, including travel/expense and commissions. •Combined two employee contact centers, implementing a tier 0 through tier 2 service delivery model. Improved customer satisfaction 30%, reduced calls 19% and reduced headcount 32% within first year. •Additional shared services responsibilities include oversight of survey, organization effectiveness and communication functions as well as strategy development within Shared Services.

Overland Park, Kansas, Us

Gb

Various client projects with a focus on HR e-business projects (B2E), including an HR portal, an enterprise corporate portal, a web-based job posting system, employee self service and manager self service applications.Pharmaceutical ClientWeb Content Project Lead for an enterprise wide HR Portal project. Project tasks include developing and implementing strategies for vendor selection processes and due diligence for web content, knowledge management and portal software tools. Information Technology ClientFor a large computing client, developed a global, B2E web portal strategy including functional portal design, re-evaluating the HR value proposition in an e-focused firm.Automotive ClientFunctional Performance Improvement lead on the roll out of a web based job posting system on their HR Intranet site called HR ONLINE (portal) for the project life cycle (analysis, construction, design, testing, implementation, post implementation). Performed various launch preparation tasks for employee self service.Pharmaceutical ClientDeveloped communication vehicles for the launch of PeopleSoft manager self-service functionality. Developed tools for the Manager Self Service web site including various "help" tools, including a tool kit, process flow charts, process matrices as well as electronic bulletins.Internal Firm – B2E Change Management Center of Excellence (COE)Participated in supporting COE by providing past and present client experience to build documents for the purposes of knowledge sharing within the firm. Internal Firm – E-business Champion Group Assisted on the e-business champion meetings by acting as a liaison between the e-business champions and my peers to filter relevant information needed to perform our e-business client engagements. Added value to the champion meetings by offering a field perspective of the tools needed to be successful in implementing e-business solutions with clients.

Greater Chicago Area, Il, Us

HR Manager, Dover, DE 1997 - 1999 Performed generalist duties at a 1000 employee, 2 union environment manufacturing facility. Duties included benefits administration for bargaining unit employees; staffing and recruiting for all departments and levels of the site; grievance management; management and organizational development; compensation planning, administration and communication for salaried population; AAP, including a successful OFCCP audit. HR Information Analyst, Northfield, IL 1994 - 1997 Managed various HR Information projects by defining business needs, designing a work plan, implementation, training development and delivery, procedures and maintenance of HRIS and related PC applications. Consulted with HR professionals at all levels of the organization to identify business needs supported by HR Information, providing analysis of HR data as well as resolution of data integrity issues, identifying areas for process improvement and streamlining. Provided data, analysis and support for AAP, headcount, diversity tracking, acquisitions and divestitures. Championed new technology. Liaison between HR generalist and HR Shared Service Center. Trained associates during Shared Service Center start-up as well as provided on-going support. HR Project Specialist, Rye Brook, NY 1992 - 1994 Assisted in requirements development, system test, training development and delivery, post conversion support of HRIS implementation. HR Intern – Compensation, White Plains, NY 1990 - 1992

Ba, Business Management

Education record