Apr 2024 – Present · 2 yrs 2 mos

• Delivered exceptional employee experience through a dedicated Response Centre, cultivating a culture of customer service and building strong partnerships with HR and business stakeholders.
• Directed a team responsible for triaging and resolving employee inquiries, significantly reducing escalation rates through effective issue investigation and resolution.
• Proactively analyzed employee query trends to develop and implement self-service HR resources, improving employee access to information and reducing inquiry volume.
• Monitored and optimized team workload by analyzing inquiry volume and customer satisfaction metrics, consistently exceeding service level agreements.
• Spearheaded regional HR efficiency initiatives, driving harmonization and simplification through continuous process improvement, development of standardized operating procedures (SOPs), FAQs, and the implementation of technology tools.
• Served as the key liaison between HR Business Partners (HRBPs) and Centers of Expertise (COEs), ensuring effective communication and collaboration regarding Response Centre activities.
• Ensured consistent application of HR processes and maintained compliance with all applicable labor laws, mitigating organizational risk.

Jan 2023 – Apr 2024 · 1 yr 3 mos

• Provides senior level support and manage complex issues received by HRSS Centres with focus on driving operational excellence through consultative advice.
• Effectively collaborates with HRSS Centres and CoEs across all regions to execute tasks and fulfill key deliverables within the service delivery support function
• Manages end-to-end projects, assesses upcoming/existing programs and processes, review internal and external audit controls and recommends changes to improve integrity of HRSS output.
• Drive operational excellence by creating opportunities and initiatives for process improvement, help to develop new initiatives to increase efficiency, quality, reduce waste, and better customer service/ experience.

Aug 2021 – Dec 2022 · 1 yr 4 mos

Jul 2018 – Jul 2021 · 3 yrs

• Provides senior level support to advanced and complex issues received by HRSS Payroll Team as first-level escalation point and provides insights into entire team performance, service delivery, and achievement of operational goals for countries supported covering APJ, EMEA, and Americas.
• Collaborate with colleagues in HR, Variable Compensation, and Finance across different regions to effectively provide general support to the team
• Ensure delivery of day-to-day payroll operations for countries of support including those handled by other team members
• Provides subject matter end-to-end HR Payroll process expertise for assigned payroll critical tasks and processes with strong focus on delivery quality service in a timely manner
• Manages payroll audit (internal and external) from requirement gathering, investigation of findings, and formulation of correction and corrective measures.
• Continuously assess existing programs and processes and develop process improvement initiatives which will drive operational excellence

Jul 2017 – Jul 2018 · 1 yr

• Handles overall benefits administration of both company and government related benefits for PH employees
• First point of contact for employee queries related to benefits ensuring that the end to end process and benefit policies are explained to employees within the agrees service level agreement
• Direct coordination with HRBPs with benefit related concerns and/or projects
• Employee data management related to benefits updates throughout the employee lifecycle (SAP)
• Provide support for audit requests ensuring requirements are provided timely
• Responsible for vendor management (Health and Life Insurance Providers)
• Coordination with government agencies, including but not limited to ensuring compliance to government rulings and statutory updates.