Angel P. Email & Phone Number

Canada

Managing all aspects of human resources throughout the employee lifecycle, from talent acquisition and retention, onboarding and orientation, workforce planning, payroll and benefits administration, total rewards, employee relations, performance management, health and safety, employee engagement, diversity, equity and inclusion, as well as sound knowledge of HCM/HRIS systems and relevant employment standards and the application of industry-wide best practices and solutions.

- Supported global design planning across 4 HR workstreams.- Data migration including prototype functional testing of Workday.- Created training modules, SOPs, and knowledge transfer approach.- Local practice SME for the shared service center operations.- Managed training and quality process improvement (change control).- Execution of setup of Human Resources Operations (Voice and Non-Voice).- Facilitated site performance business reviews with clients.- Analysis of performance reports (individual and site-level service level targets).- Stakeholder for training, quality and risk compliance governance meetings.- Managed service issues risk register (outstanding, new and completed risks).- Headcount reconciliation auditor for client billing purposes.- Created performance scorecards across functions.- Completed Business Continuity Planning document for implementation.

- Defined project scope and objectives and ensured technical feasibility.- Developed a detailed project plan to monitor and track progress.- Project execution (stakeholder coordination, delivered on time, within scope and budget).- Sustained comprehensive project documentation on changes to the scope, schedule, and costs.- Effectuated risk analysis framework to anticipate and minimize/mitigate risks.- Project streams operational expertise support for assessing and solving business problems.- Vendor and supplier manager on contractual, statutory and process agreements.- Scoped compliance requirements of work being migrated from supplier to vendor.- Controlled project performance to ensure adherence to agreed service levels and commitments.

- Led operations across 4 lines of businesses.- Conducted performance reviews with different stakeholders on a regular basis.- Collaborated with client on data gathering and analysis with impact to business process changes.- Provided strategic direction and thought leadership based on improvement opportunities identified.- Reported trends of unusual behavior of customer base. Managed eliminating handoff activities and migrated additional businesses to Manila.- Managed process capability and productivity through capacity planning and forecasting.- Facilitated employee engagement activities.- Coached, trained and mentored team members for career advancement.- Workload allocation and resource availability to drive performance, ensure delivery of productive hours.- Managed goal adherence on an hourly basis.- Conducted real-time and remote call quality monitoring.- Facilitated huddles with team on performance, outstanding issues and focus for next day.- Strengthened team camaraderie and encouraged organizational citizenship behaviors.

Risk and Fraud, Customer Service, Tier 2 Escalation, Loss Management, Retail Credit Collections