Ryan S. Email & Phone Number

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

- Establish and maintain communication with clients and/or team members; understand their needs, resolve issues, and meet expectations- Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations that would impact the bottom line- Identify the training needs that will equip the staff with fundamental skills and knowledge- Have a thorough understanding of the various system tools and operational procedures utilized within the program- Collaborate with stakeholders on a regular basis for changes on promotions and updates- Conduct all defined and required process compliance and adherence to all team members, partners, and third-party providers

- Serves customers by selling products and meeting customer needs- Obtain orders- Establishes new account

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

- Managing the key performance indicators (KPIs), including: quality, call metrics, staffing levels, attrition, attendance and profitability- Conduct staff performance reviews, assess needs, cost/benefit analysis and other operational strategy assessments.- Establish a high standard for productivity, quality, customer service as well as define user guidelines.- Develop company systems for customer interaction and voice response and control the implementation process.- Manage and improve center performance through performance monitoring, problem resolution, system audits and quality assurance measures.- Aid human resources department in recruitment process by interviewing potential hires and outlining clear job expectations.- Prepare annual budget after estimating necessities, correcting overspending, analyzing cost variance and scheduling expenses.- Summarize, collect and analyze call center trends and data for regular performance reports.- Oversee system maintenance and upgrade implementation.- Maintain consistent professional improvement through company provided workshops, tracking call center trends and active participation in management projects

- Responsible for continuous calibration with regional project management in setting up a program - following timelines - Partner with all management levels to provide expertise and creative solutions/strategies for a variety of people functions, including organizational and program health, succession planning, employee relations, engagement, inclusion, diversity, learning, and performance coaching.- Responsible for margin, profits, and loss of strategic programs - Coach Assistant Manager and Team Lead through people management best practice i.e. Operational parameters, discipline, reward and recognition, and retention strategies. - I became a “Culture Builder” ensuring people program, solutions and program are reflective to program output

Kuala Lumpur, Malaysia

Reporting to the HR Shared Services Director, I’m responsible for overseeing the day-to-day operations of the HR Shared Services Processing Center. Manages HR Team Lead who support the HR Field Operations/ Service Delivery for Sime Darby Group. Handles more difficult and/or escalated calls and issues, as needed, providing answers to inquiries from HR Field Operations/ Service Delivery regarding employee transactions, position management, time and attendance, and HRIS/Payroll input. Additional responsibilities may include reporting and special projects. Promote and introduce the new launched products.-Plan and manage workflow priorities, provide technical assistance, oversee staff schedules, monitor quality of work and team projects-Develop and document HR processes and procedures to ensure efficiencies are achieved and best practices are in place-Identify areas in which standardization and efficiencies can be accomplished and work with all necessary personnel and partners to accomplish the goal-Provide updates to HR department (COE’s and Field Operations) as changes in policies or procedures occur.-Provide HR Field Operations with information and training about HR procedures and protocols.-Identify opportunities and implement process improvementsInteract with other service providers (HRIS, Payroll, benefits, retirement, leaves, others) as needed.-Manage complex inquiries by researching, gathering support information, soliciting input from SMEs to resolve the issues-Establish a high performing team and lead a culture of accountability that ensures delivery of timely, quality HR services to internal customers-Prioritize projects and activities and appropriately delegate and allocate work among staff members-Manage specific projects and participate in functional and cross-functional initiatives-Mentor staff, provide constructive feedback, participate in staff training and ensure quality improvement and provide leadership feedback on staff performance.

Malaysia

Kuala Lumpur, Malaysia