Liam N. Email & Phone Number

Munich, Bavaria, Germany

• Develop, deliver and direct the design effort of call centre operations including workflow, metric based reporting and maintenance of data integrity.• Provide leadership in setting up the global delivery direction of all Tier 1,2 and Field Support services, work with senior HR Leadership to establish technology footprint for the call centre including telephony, case management, portal and knowledgebase.• Confirm delivery of value-added, measurable HR Support Services, procedures and processes tied to HR strategic objectives.• Collaborate with COE’s and HRBP’s to ensure flawless delivery of local and global programs at the transactional level.• Work with HR stakeholders to assess and optimise processes and services, leveraging automation and ensuring HR is viewed as delivering services and products seamlessly.• Ensure a process of continuous improvement initiatives with an eye on cost leadership and service.• Direct the RFP process for establishing procurement of relevant HR Services from vendors pertaining HR processes such as background vendors, assessments, compensation and benefits systems and processes, etc.• Provide the vision and direction for the development of the employee/agent facing HR knowledgebase, call triage scripts, and job aids enabling task completion at the Tier 1 level.

Galway, County Galway, Ireland

* Partner with Country HR teams, HRBP's, COE's and HR Services to optimize the HR Operating Model.* Lead Kaizen activities to drive alignment across local teams.

Responsibilities Include: • Leading a team of 35 HR professionals, 2 managers and 3 Supervisors, located in 29 different countries.• Turning the department strategy into a commercial reality by developing, communicating and implementing business plans to achieve business results.• Initiating programs or projects based on identified business and/or tactical needs.• Taking decisions that impact projects or operations, affect the deadlines, resources, and funds, and the achievement of organizational objectives. • Developing new objectives, new operating policies, processes and standards in support of the job function strategy.• Influencing across functions and businesses while balancing divergent objectives to gain cooperation of other parties.• Recommending strategies, goals and plans for the group at a global level.• Trusting member of the HR Services Leadership Team ( global and regional )• Collaborating with senior Leaders in EMEA, APAC, AMERICAS and GC.

Responsibilities Included:• Provided tactical and/or operational leadership and coaching.• Established operational plans and implement policies and strategies.• Took decisions that impacted program schedules, customer satisfaction levels, or allocation of time, material resources, expenditures and funds.• Strived for continuous improvement and consistency in deliverables.• Proposed modifications to functional operating policies and day-to-day processes.• Managed complex issues and problems, using root cause analysis.• Managed a team of supervisors and experienced professionals in the Specialist career stream.• Led, directed and reviewed the work of a team who exercised latitude and independence in their assignments.• Authorized hiring, firing, promotion and reward within own area.

Responsibilities Included: • Drove sales through ensuring exceptional store standards.• Implemented new store procedures and sales initiatives.• Optimised availability.• Built relationships to ensure smooth and efficient operation of the business.• Monitored and controlled operational costs.• Recruited the best possible people for the stores.

Responsibilities Included:• Led Criminal Investigations team• Public Order Platoon Commander• Strategic Partner for senior leadership• Hired new recruits for the local police districts• Provided training to new officers in the Federal police Academy

Master Of Business Administration - Mba, Business Administration And Management, General, 2:1

Executive Mba

Thesis subject: HR Business Operations Strategy Analysis for the EMEA Region

Bachelor'S Degree, Accounting And Finance