Driving Operational Excellence•Is a 'Trusted Advisor' for stakeholders & Leadership Teams: Assists in making business decisions relating to HR processes and system implementation•Project and change management for the process improvement & simplification on different HR Services topics•Continuous Improvement Plan based on Quality Control Checks (Experience Reviews and Customer Listening Sessions)•Building relationships and partnering with other HR Service Center teams to promote organizational alignment•Be the voice of the customer, Champion customer POV at all times•Investigates second level and other complex issues that are outside the scope of the knowledge base and resolve directly with employees, managers, and third party vendors in accordance w/ Service Level Agreements. •A customer experience advocate who will engage and guide HRdirect as well as reinforce the quality mindset•Co-manages team for process improvement and quality audits. Involved in global and regional projects for process improvement and new benefit roll outs. Manage stakeholders and enablement of HR consultants on new topics.Reporting and Analytics• Designed and created reports that provided the following results:o Operational insights that lead to a higher Customer Satisfaction rating and Net Promoter Scores. o Improved call handling behavior of HR consultantso Transparency in daily operationso Highlighted improvement opportunities in the productivity of HR consultantso Automated manual reports to dashboard reportingInnovation• Proponent in driving innovations to Digitize HR. Managed implementation of Machine Learning initiatives that reduces ticket processing time for HR consultants and a faster resolution time for the customers. Responsible for tasks that is related to HR and coordinated with major stakeholders like IT and higher management. Created quality videos to market and promote the Machine Learning initiatives within HR and the Global Service Delivery organization.

Generated several proposals for Leadership Team on how to achieve 25% efficiency gains within 5 years by being part of a Cross-functional virtual SWARM team consisting of 6 senior experts across teams to review and analyze current process landscape with an E2E mindset.• Integrated processes gap analysis• Prioritized proposal for closing the gap.• Proposal for eliminating the waste, duplication, better R&Rs etc. • Execution plan & execution project.• Vision for our To-Be Integrated Process landscape in 5 years

Participated and contributed to the discussions on the measurement of the overall KPIs in order to achieve the overall SAP People strategy. This was composed of the 5 main pillars of the Candidate Journey, Leadership Culture, Rewards & Incentives, Diversity & Inclusion and the HR Consumer Experience.The measurement of the KPIs involved were combining Experience (X) and Operational (O) Data

Responsible for building the Operational dashboard for HRdirect. This resulted to the automation of several reports with live data that provides real time actionable insights to daily operations

• Trusted as one of the representatives to be sent to Singapore for the process migration strategy to Manila. Responsible for the audit of available information in the knowledge base for all the processes for APJ. Coordinated and built relationships with stakeholders for a smooth transition.• Strategized operations to achieve the service level agreement for Customer Satisfaction and Net Promoter score. Onboarded new team members and acted as an ad-hoc team lead when needed.• Identified processes for improvement and managed projects as needed. Responsible for maintaining high quality of responses in the team by doing monthly scorecards. Single point of contact to advice and resolve more complex employee queries.• Part of the post go live evaluation in several APJ countries once service has been stabilized. Worked closely with stakeholders to identify what went well and what support was needed in order to improve some processes.