James Ramos Email and Phone Number

- Managed the day-to-day team operations; maintains agreed service levels.- Managed the performance of individual team members.- Was accountable for ensuring consistent, within-expectation delivery of support to stakeholders.- Was responsible for establishing, implementing and reporting KPI’s for the team.- Ensured the highest level of engagement with all stakeholders.- Managed and processed employee records and information (Internal HR and Shared Services) within the… Show more - Managed the day-to-day team operations; maintains agreed service levels.- Managed the performance of individual team members.- Was accountable for ensuring consistent, within-expectation delivery of support to stakeholders.- Was responsible for establishing, implementing and reporting KPI’s for the team.- Ensured the highest level of engagement with all stakeholders.- Managed and processed employee records and information (Internal HR and Shared Services) within the system.- Defined the operational priorities that supported stakeholder needs.- Ensured that company objective, policies, programs, and procedures are adhered to.- Adjusted and recommended enhancements in systems and processes which solved problems and improve the effectiveness of job areas.- Interviewed, selected, and hired new team members. In-charge of New Hire Orientation.- Actively partner with key HR stakeholders to ensure data integrity and high customer satisfaction.- Served as Subject Matter Expert/Global Process Lead responsible in identifying gap analysis, streamlining processes and continuous processes improvement.- Uses Microsoft Office Suite to create documents, spreadsheets, presentations, and correspondence.- The role was not limited to data entry but was also tasked to support organization maintenance activities and projects. Handled other special projects or duties as assigned by departmental manager. Show less

- Managing the team and strengthening its performance by ensuring a comprehensive understanding of the client’s environment and preferences, and by committing to quality of services and achievement of Service Level Agreements. - Troubleshooting technical issues, reporting and data management, and administrative tasks, managing team performance and checking the quality of the services. - Proactively seek opportunities to deliver efficient and high-quality service, notably by… Show more - Managing the team and strengthening its performance by ensuring a comprehensive understanding of the client’s environment and preferences, and by committing to quality of services and achievement of Service Level Agreements. - Troubleshooting technical issues, reporting and data management, and administrative tasks, managing team performance and checking the quality of the services. - Proactively seek opportunities to deliver efficient and high-quality service, notably by streamlining processes, fixing reliability issues, tracking service metrics and developing the services delivered. - Maintaining positive relationships with customers. - Overseeing service delivery within the business context and monitoring and reporting on key Service Level Agreements and Key Performance Indicators. - Ensuring the team's processes and tasks are carried out efficiently and effectively and managing escalations. - Identifying customer needs and assessing customer feedback, using creativity to establish, improve, and refine services. - Remaining organized and meeting deadlines, also ensuring appropriate team coverage and scheduling. - Building partnerships and liaising with other team leaders to determine the company's services, delivery criteria, and solutions for issues that may arise. - Leading, implementing and/or supporting strategies, programs or projects affecting the organization, that may have impact to their team and processes. Show less

- Managed overall operations and is responsible for the effective and successful management of Productivity, Quality and Risk as established and set for the HR Service Center - Ensured safe and efficient operations - Served as the POC for regulatory issues and concerns - Enhanced the operational procedure, business processes, enhanced management reporting and looks for opportunities to expand. - Handled supervisory responsibilities in accordance with Wells Fargo policies and… Show more - Managed overall operations and is responsible for the effective and successful management of Productivity, Quality and Risk as established and set for the HR Service Center - Ensured safe and efficient operations - Served as the POC for regulatory issues and concerns - Enhanced the operational procedure, business processes, enhanced management reporting and looks for opportunities to expand. - Handled supervisory responsibilities in accordance with Wells Fargo policies and guidelines - Interviewed and selected the hiring of new team members - Provided cascades to guidelines and policies to new and existing team members - Authored and discussed with team members their performance appraisals, addressing employee performance and corrective action plans including team member motivation and rewards. - Contributed to operations by providing recommendations to strategic plans and reviews. - Prepared and completed action plans. Identified trends, complete audits and resolve problems. - Ensured productivity and quality are based on the customer service standards. Show less

- Worked with the Project Manager in ensuring that all the OR activities are included in the overall project plan and sufficient time has been allowed for OR activities.- Liaised with the customer around the changes they will need to implement pre-Go Live.- Collaborated with client to ensure their policies and processes are handed over to Operations- Coordinated the setup/access of service delivery tools for both new and transferring accounts/services, as per the NGA standard… Show more - Worked with the Project Manager in ensuring that all the OR activities are included in the overall project plan and sufficient time has been allowed for OR activities.- Liaised with the customer around the changes they will need to implement pre-Go Live.- Collaborated with client to ensure their policies and processes are handed over to Operations- Coordinated the setup/access of service delivery tools for both new and transferring accounts/services, as per the NGA standard delivery model seeking automation wherever possible.- Ensured detailed work instructions (DWI) and standard operating procedures (SOP) are localized according to the country specifics.- Monitored the recruitment of Service Center resource in line with the project plan, and manage the delivery of training around customer specific processes.- Ensured all tiers are trained for localized processes (global and country processes)- Coordinated the UAT of customer specific requirements with Operations team including agreed timelines and scenarios. Supported UAT where required and review UAT outcomes, escalate any system change requirements and review through to resolution.- Worked with the Service Center T3 to ensure parallel runs are completed successfully including the validation of Pay Registers, pay slips, Bank File and GL file postings and other statutory reports. Assume escalation point responsibility during the parallel run for any significant issues encountered.- Performed service center readiness in support of the Go Live Decision.- Monitored and completed Operations Readiness checklist ensuring high quality in all deliverables.- Identified and managed risks associated with the transition, escalate issues in line with agreed Governance procedures.- Provided timely reporting to management on transition status, risk, issues and performance.- Documented continuous improvement opportunities on the transition. Show less

Team Management- Coached, developed and supported direct reports to maximize individual contribution both to exceed business goals and achieve their full potential and career aspirations- Monitored team performance and productivity, all areas of performance metrics and identified opportunities for development to ensure that standards are met across the board.- Managed a team of consultants, monitored & helped improve individual performance and maintain high morale.- Conducted… Show more Team Management- Coached, developed and supported direct reports to maximize individual contribution both to exceed business goals and achieve their full potential and career aspirations- Monitored team performance and productivity, all areas of performance metrics and identified opportunities for development to ensure that standards are met across the board.- Managed a team of consultants, monitored & helped improve individual performance and maintain high morale.- Conducted periodic reviews with the team members and helped improve performance.Operation Functions- Worked closely with SME to ensure effective delivery of services to client, and identifies training needs as it relates to specified process area.- Led the resolution for escalated and complex issues raised by the client or internal business partners.- Communicated with clients, particularly, HR Business Partners / Service Managers as needed.- Tracked completion of any escalated inquiries and accurately denotes such inquiries into tracking system, determines the most effective method of resolution, and creates and resolves cases daily.- Identified and assisted with implementing process improvements based on one or more specific process areas.- Performed quality audits on team transactions.- Cascaded latest process related inputs/updates from the client /management to the floor- Successfully trained and certified trainees/new hires. Show less

- Strong knowledge in operating SAP HR master data management, especially PA/OM master data; also serves as team POC for process-related inquiries.- Experienced in using SuccessFactors for hiring EMEA employees in SAP.- Maintenance of standard operating procedures, detailed work instructions, trusted sources lists, and other similar documents.- SAP HR report generation, analysis and validation.- Ticket management/Pool and telephony monitoring.- Systems outage monitoring and… Show more - Strong knowledge in operating SAP HR master data management, especially PA/OM master data; also serves as team POC for process-related inquiries.- Experienced in using SuccessFactors for hiring EMEA employees in SAP.- Maintenance of standard operating procedures, detailed work instructions, trusted sources lists, and other similar documents.- SAP HR report generation, analysis and validation.- Ticket management/Pool and telephony monitoring.- Systems outage monitoring and communication.- Handling of special/sensitive/urgent requests and issues.- Constant communication with the client HR operations team.- Conducts coaching – provides feedback and coaching for Data Management Analysts with escalations, as well as formal/informal coaching for general and specific feedback.- Computation/analysis of agent performance stats.- Manages escalations – conducts root cause analysis; responsible for working with DMA's to correct escalated issues and for providing coaching/feedback to the DMA; also works on damage control.- Attends client conference calls – engages in process-related discussion with the client HR operations team.- Process improvement – pitches any ideas for process improvement with the Team Lead and the Service Delivery Manager and works with the same for implementation; also reviews any new process suggested by the client and ensures that the new process is efficient and realistically implementable.- Training for new processes and new agents – works to train the DMA's with the new process before the implementation date; also works with the Team Lead to come up with a training schedule for new hires. Show less

- Performs transactional quality audits on HRO Tier 1 interactions (calls, cases and emails) against set standards to facilitate adequate coaching and action items to improve the overall quality of Tier 1 services to customers while driving effectiveness and efficiency to ensure client requirements are met.- Report individual and team performance against the quality criteria including patterns, trends, defect drivers, etc. based on management instructions as and when needed. - Track and… Show more - Performs transactional quality audits on HRO Tier 1 interactions (calls, cases and emails) against set standards to facilitate adequate coaching and action items to improve the overall quality of Tier 1 services to customers while driving effectiveness and efficiency to ensure client requirements are met.- Report individual and team performance against the quality criteria including patterns, trends, defect drivers, etc. based on management instructions as and when needed. - Track and report the coaching compliance of completed evaluations - Conduct weekly meeting with Operations to explain team findings and address queries- Responsible for the report generation and submission of SOC-1 Show less

- Single point of contact for incoming SAP master data changes from employees or client representatives delivering efficient and effective services in line with the Statement of Services and agreed service levels. - Manages transactions received via calls, cases and emails or faxes from clients requesting for personal data changes and other personal information.- Responsible in performing team audits to ensure QA metrics are met.

- Training, evaluation and orientation of new hires (soft-skills and product training). Conducts and cascades learning checks and weekly refreshers. Updates, creates and modifies training manuals / materials.- Officer-in-charge function (client coordination, supervisory calls). Daily and interval reports submission (highlights/lowlights, team performance summary, attendance and adherence). - Floor monitoring and support. Text / voice / email support. Conducts audit to calls.-… Show more - Training, evaluation and orientation of new hires (soft-skills and product training). Conducts and cascades learning checks and weekly refreshers. Updates, creates and modifies training manuals / materials.- Officer-in-charge function (client coordination, supervisory calls). Daily and interval reports submission (highlights/lowlights, team performance summary, attendance and adherence). - Floor monitoring and support. Text / voice / email support. Conducts audit to calls.- Handled calls and cases from customers and provided detailed information in the HRMS tool. Escalates to Supervisor for high-profile transactions. Show less