- Contributes to business risk and control functions to ensure that ING's activities are in line with regulatory requirements and run smoothly in such a way that it can be demonstrated to the regulators and the outside world.- Contributes to the integrity of GHR assets and compliance to policies and minimum standards, ensuring continuity of operations and completion of business requirements.- Administrates and coordinates delivery of portfolio of responsibilities related to asset ownership on GHR applications.- Collaborates in classification of GHR assets in terms of Confidentiality, Integrity and Availability, acting as delegate Asset Owner in cases required.- Monitors and cooperates in delivery of IT custodian activities including completeness and accuracy of inventory items and Service Level Agreements for internal and external suppliers.- Ensures all Global HR owned applications are compliant with ING minimum standards, relevant policies and regulations, especially regarding IT risk controls (e.g. OCD, Information Security, IAM, Data Privacy etc.)- Coordinates execution of effective investigation of security incidents involving GHR owned assets.- Defines business requirements, acceptance of the system and the correct usage of the provided functionality.- Performs periodic review to ensure that the classification and required control mechanismsremain appropriate.

- Manages organizational needs for human resources systems, with an emphasis on the technical components of business needs.- Manages team members in support of human resources information systems.- Manages full life cycle HRIS projects and the associated project planning.- Recommends system design and configuration approaches to best meet current and future strategic human capital management delivery.- Maintains systems to ensure continued operations and reporting efficiency, and resolves software issues.- Ensures data integrity, system security, and testing of system changes.- Designs and generates queries, reports, and dashboards.- Trains stake holders and users on system utilization.- Serves as liaison between users, the IT and Software Engineering departments, and third parties.- Researches new technologies and system solutions and keeps management informed.- Experienced in using SAP Successfactors, BambooHR, Dynamics 365 Talent/HR

- Works with senior management and internal departments to identify the biggest gaps or opportunities across the employee lifecycle, teams, and/or locations.- Partners with SMEs to develop, maintain and deliver training content.- Works with enterprise-wide HR and Learning teams and individuals within the organization to test pilot programs and roll-out initiatives.- Maintains the inventory of training content and manage a centralized repository of materials.- Develops curriculums and certifications with teams and identify opportunities to collaborate and share knowledge across the organization.- Produces reporting on the training program roll-out, engagements and skills growth.- Develop opportunities for individuals to apply their acquired knowledge.- Drives quarterly meetings with senior management to review and update on progress, gather priorities and then adjust the roadmap accordingly.

- Manages the day-to-day operations of the Training Team by setting weekly goals and specific tasks- Monitors the Training Specialists performance against established goals and objectives - Develops and conducts customized professional, technical and technology training programs including curriculum from introductory through advance levels of technical program for individuals, classroom, and specialized target audience per client department.- Formulates training objectives, priorities and delivery solutions.- Conceptualizes, designs, and develops training materials to support business and/or technical systems of the company.- Delivers online, video, face-to-face, or classroom training.- Develops sample applications, proofs-of-concept, and demonstrations to show the clear value of MUSIC Tribe’s applications for training purposes.- Understands and expresses proper positioning of MUSIC Tribe’s systems versus competitive offerings in the course of training delivery.- Provides feedback on product features and make recommendations for improvements.- Participate in planning the overall MUSIC Tribe technical curriculum plan.- Operate independently, managing the training team, classroom, software, and network setup and communicating with customers to ensure smooth delivery of training.

- Deliver new hire and ongoing training with emphasis on customer service and sales skills, client product knowledge, as well as C3 policies and procedures- Maintain a high success rate of successful graduates as demonstrated by high ratings on graduate evaluations and on the job performance- Partner with clients in curriculum design and modification. Develop associated supporting materials.- Ensure that all trainees are actively engaged in the training process through the planning and implementation of activities and incentives- Prepare lesson plans and course agenda for each training class- Conduct proficiency evaluations and certify trainees for the programs to which they are assigned- In conjunction with supervisors and management staff, work with team members in the continued development of associates to reach optimal performance- Conduct ongoing refresher and cross-training modules in critical areas as identified by the quality and operations teams

- Provides certification to new trainers- Conducts Product Specific Training for AT&T U-verse, Dollar Thrifty Automative Group, and ATA Airlines.- Performs Training Needs Analysis (TNA) by identifying skills and/or competency gaps among trainees.- Establishes measures to track trainees’ progress.- Develops and executes innovative strategies to ensure that CSRs get the necessary skills and competencies.- Generates necessary reports such as Daily Training Summaries.- Manages performance by identifying problem areas and taking corrective actions.

- Monitors and evaluates calls of CSRs regularly to analyze their strengths and weaknesses.- Provides consistent and timely feedback and/or coaching to CSRs regarding their call quality performance.- Assists the Training and Quality Assurance Supervisor in achieving and maintaining departmental goals and objectives.- Assists in the development, implementation and evaluation of quality programs to evaluate the highest quality service provided to the Client and its customers.

- Responsible in handling escalated calls and providing the best quality service to retain customers and increase profitability.- Serves as technical support for customers having difficulty checking in and makinng reservations in the website.- Responsible in filing compliments and complaints of customers regarding their lost baggage, flight delays and cancelations and other irregular flight operations.

- Responsible in receiving inbound calls, gathering and verifying required information, addressing concerns and providing top quality customer service.- Attends to customer concerns and issues regarding fares, rates, schedules, routings, travel documents, flight departure and arrival times.- Consistently recognized as one of the Top Performing Agents.