Matthew Santos Email & Phone Number

Metro Manila, Philippines

• Manages the daily operations of the HR shared services function, ensuring the delivery of high-quality and efficient services.• Provides guidance, supervision, and oversight in multiple process enhancement initiatives to ensure successful execution in operations.• Develops and maintains strong relationships with key stakeholders, business partners, and business leaders to ensure effective communication and collaboration.• Creates strategies to ensure compliance with HR policies and procedures.• Designs processes and workflows to enhance customer service and optimize service delivery.• Regularly reviews current processes to identify areas for improvement and implements changes to improve operations and enhance service delivery.• Resolves any issues or challenges that arise in the course of operations.• Analyzes performance trends, classify key benchmarks, and determine levels of productivity and quality to streamline operations and improve service delivery.• Supports the execution of the company's operational strategies, crucial initiatives, goals, and indicators of success.• Ensures the necessary resources and tools are accessible to meet or surpass the objectives of the organization and meet customer expectations.

• Provide end-to-end recruitment support for eCommerce clients.• Sources resumes of qualified candidates for specific job orders, using job boards, applicant trackingsystems, company web sites, etc.• Conducts phone interviews to pre-screen candidates, verifying their qualifications, availability andcompensation requirements; documents these interviews.• Sets up interviews between candidates and hiring managers• Is involved in recruiting passive candidates, through phone calls, emails and general relationshipbuilding.• Makes recommendations on additional candidate pools and recruiting techniques, after evaluatingmarket conditions

Ncr - National Capital Region, Philippines

• Sources resumes of qualified candidates for specific job orders, using job boards, applicant tracking systems, company web sites, etc.• Conducts phone interviews to pre-screen candidates, verifying their qualifications, availability and compensation requirements; documents these interviews• Sets up interviews between candidates and hiring managers• Is involved in recruiting passive candidates, through phone calls, emails and general relationship-building.• Makes recommendations on additional candidate pools and recruiting techniques, after evaluating market conditions

• Assisted students in learning proper English. These included proper use of tenses, spelling, word meanings, etc.• Initiated informal discussions with students to encourage the use of English in normal, day-to-day conversations.

Bgc, Taguig

• Aligned people strategies and business strategies by providing expert consultation to divisional and business unit leaders in core Human Resources (HR) processes, employment practices and employee relations matters to ensure compliance with regulations and support of goal achievement• Led HR continuous improvement strategy and drove positive change by actively challenging ways of thinking, fostering open communication, encouraging collaboration and valuing teamwork to enhance service delivered, manage performance results and establish HR best practices• Developed executive succession plans by strategizing with divisional and business leaders and collaborating with internal partners to identify leadership gaps, high risk positions and high potential employees• Influenced cross-functional people planning by establishing and maintaining relationships, building credibility and sharing knowledge to communicate accurate and timely information and jointly ensure workforce remains competitive and ahead of market changes• Consulted executives on professional development by establishing trusting relationships and providing candid, respectful and timely feedback to enhance leadership capability to lead continuous and substantive change• Fostered an accountability-driven culture by utilizing performance management and providing direction, insight, advice and guidance to the HR team to align personal performance objectives with strategic objectives and clear career• Drove a performance management culture by mobilizing and developing individuals at all levels, encouraging cross-team collaboration and leading department to achieve posi-tive results for the organization• Planned, allocated and managed financial budget by anticipating expenditures, accurately forecasting resource needs/costs and properly accounting for expenses to meet requirements and achieve fiscal responsibility

• A dedicated and results driven professional over a year experience in case management focusing on operations and quality management system• Provided assistance and support to the Management Team such as admin task, coaching, handling escalated calls, reviewing and providing root-cause analysis in determining possible roots of escalations, etc.• Provided floor support to Tier 1 Practitioners as a Subject Matter Expert for both Canada and US based employees. Support includes the Payroll, Benefits and Travel Tower.• Addressed cases that were created by Tier 1 by coordinating issues, concerns and resolutions with the different tower practitioners and processing teams.

• Assisted the 1st Line and 2nd Line operations managers in managing the different teams within the account.• Was responsible for addressing employee concerns associated with attendance, statistic monitoring, holds coaching sessions and employee engagement.• Worked hand in hand with the management chain to improve the environment and working conditions for all employees.

• Provided quality customer service while assisting employees with their payroll concerns both via email and phone calls.• Trained in addressing Travel and Expense and HR processes concerns. • Did part time work for the IBM US back office team in processing error messages so that the proper communication is sent to the correct practitioners.