Manager Customer Service

NILDA Q. SANTOS

BLOCK ** LOT ** ZONE * UPPER BICUTAN TAGUIG CITY

Mobile : 092*-*******

Email : **********@*****.***

PROFILE

AREAS OF SPECIALIZATION

PAYROLL ADMINISTRATION

Manage payroll activities for Philippine and Australia

All the tasks involved in paying an organization s employees. It typically involves keeping track of hours worked and ensuring that employees receive the appropriate amount of pay. It also includes calculating taxes and government premiums as well as ensuring that they are properly withheld and processed. Depending on the company in question, a full range of other deductions may be calculated, withheld, and processed as part of this process.

COMPENSATION and BENEFITS

Manages the development and implementation of the organization s compensation and benefits programs, policies, and procedures; ensures compliance with applicable regulations.

Responsible for ensuring programs meet employee needs, comply with legal requirements, and are cost effective.

Ensures the compensation and benefits programs enhance the organization's ability to recruit and retain employees.

HUMAN RESOURCES

Implement HR benefit programs and practices as well as leading portions of the overall employee welfare.

Implement changes to HR processes ensuring compatibility with procedures and controls.

Represent company in the Labor Department or at the National Labor Relations Commission (NLRC), as the need arise, thru proper coordination with the company s legal counsel.

GENERAL ACCOUNTING

Perform variety of accounting tasks such as analyzing, checking, controlling and processing financial transactions related to payroll

Prompt preparation of monthly GL entries using SAP system

Reconciliation of various accounts

Prepares reports and schedules for the management

SAP HR Payroll and SAP R/3 (Accounting System)

SAP HR module is a good information system, which allows all relevant information for an employee to be retrieved in a matter of seconds. It provides tools for managing an organization s roles and responsibilities, defining definitions, personal employee information, tasks related to attendance, payroll, travel management and employee training. It also helps in making company s management structure, and positions within the organizational structure.

PROFESSIONAL WORK EXPERIENCE

BPO INTERNATIONAL - PROCESS LEAD (Senior Payroll Supervisor)

30th Floor Citibank Tower 8741 August 19, 2015 - September 30, 2016

Valero St. Makati City

POSITION DESCRIPTION

Responsible for the overall performance and supervision of assigned team.

Key Responsibilities:

Strategic/Tactical

-Manage end to end payroll process of assigned associates

-Conducts pre/post Payroll Call

-Handles e-mail communication with the clients and ensure resolution of any payroll dispute

-Conducts Time in Motion for onboarding staff and ensure glide path is in place to achieve desired productivity

-Assists in set up of new clients under HR payroll system

-CSAT Champion

-Coordinates with Finance and Admin Group for delivery of reports and payment of government deductions.

-Conducts tests on changes/enhancements by IT group

Reports & Analysis

-Reviews output reports of the associates and mandates correction as needed

-Works with the manager in Business Review deck preparation

-Prepares Variance Analysis for regular and parallel runs

-Leads parallel run in HR payroll system for new client

-Initiates and prepares RCA document for every incident

-Provides team updates for Monthly Operations GL Report

Process & Compliance

-Maintains Action and Incident Log

-Reviews Access Request Forms for system tools prior manager s approval.

-Monitors compliance in Validation Checklist and System Back-up Slips

-Initiates Change Request Form for out of scope requirements

-Ensure team s compliance are attested/documented

Leadership Responsibilities

-Provides coaching and ensures any gap in team and individual performance are addressed.

-Responsible in the first level approval of Overtime and Leave forms and endorsement to manager for final approval.

-Review team s Attendance Summary for Manager s approval

Performs goal setting and performance review for subordinates

TALENT2 HR BPO INC. - PAYROLL EXECUTIVE (Australian Payroll)

7th Floor Techno Plaza 2, Eastwood City February 11, 2013 - August 15, 2015

Libis, Quezon City

POSITION DESCRIPTION

Payroll team delivers fully outsourced HR & Payroll services to our clients across the Asia Pacific region. The teams here in the Philippines work closely with our teams in Australia to ensure our client s payroll is accurate and on time.

The Payroll Executive is responsible but not limited to the following:

The Payroll Executive is responsible for the administration of client s payroll processing. Responsible for timely and accurate delivery of payroll related services. This position supports the Outsource Team Leader on follow up of timeliness and deliverables.

Primary tasks in payroll processing would include: Manual input or uploading of timesheets, master data consistency check on new hires, calculate terminations, proper setting up of different pay elements/allowances and deduction codes and reconciliation of employee records by running manual calculation of leave accruals versus system. Ensure successful superannuation remittances and preparation of bank files.

Directly communicate with the clients on payroll related matters and serves as the first point of contact for HR representative of all the clients delegated to me.

Promptly responds to all queries, request and issues, taking into account the order on which gets the highest priority but ensuring that everything is being addressed within the day.

Analyze, investigate and solves client s questions, problems and/ or request efficiently and effectively.

Produces and supplies regular payroll reports and information; may comply to ad-hoc requests depending on the agreed service level or fees.

All year-end report submissions as per the requirement of each country.

Provides assistance to other colleagues in managing their clients problem or queries.

FUNDLINE FINANCE CORPORATION HR OFFICER - COMPENSATION & BENEFITS

TPI Bldg. EDSA Corner Harvard St. (Assistant Manager Level)

Brgy. Pinagkaisahan, Makati City September. 19, 2011 February 11, 2012

POSITION DESCRIPTION

The position requires direct reporting to the HR Manager in the implementation of wage & salary and benefits administration and oversees the performance of the Compensation and Benefits section personnel. Ensure proper implementation of benefits program are in line with Company policies and procedures.

Evaluates the existing compensation and benefits program and develop as well as execute strategic plans for the retention of employees

Manages processes and work flows pertaining to Compensation and Benefits Administration

Ensures the compliance of all compensation and benefits transactions with benefit-related labor rules and regulations.

Prepares weekly and monthly reports on the status and analysis of the administration of the Compensation and Benefits to be submitted to HR Manager.

Assist the HR Manager in respect of the development of the HR Strategy by reviewing existing policies, procedures and practices detailed in the Personnel Handbook within the areas of Personnel Management, Compensation and Benefits, Employment Standardization and other documents and develop proposals for amendments and/or the introduction of new policies, procedures and practices in order to ensure the section provides a high-quality, cost effective service of its internal and External customers.

Interprets policies, procedures, laws, and regulations. Provides advice and assistance to the employees, supervisors, and management

Conducts regular meetings with the HR Manager to review progress, discuss major problems and re-appraise priorities, for both unit administration and corporate work.

Ensures confidentiality of all Human Resources information.

Promotes harmonious professional working relationship with co-employees and immediate superior

Performs all other related duties & responsibilities that may be required from time to time by the HR Manager..

ROYAL CARGO COMBINED LOGISTICS, INC. - COMPENSATION & BENEFITS OFFICER

RCC Bldg. Sta. Agueda Avenue Pascor Drive (HR Dept.- Assistant Manager Level)

Parañaque City Jan. 5, 2009 May 31, 2011

POSITION DESCRIPTION

Main responsibility of the job is to lead, develop, formulate and maintain effectiveness of company systems and policies in HR Key areas particularly on payroll and benefits management (government and company). The position requires directly reporting to HR Manager and Vice President for Functional Services.

Manage, plan and organize daily/weekly/monthly activities with the Compensation and Benefits team and ensure the timely and accurate delivery of payroll for the Philippines.

Supervises and works with the payroll team to meet overall payroll processing requirements (daily/weekly/monthly/yearly)

Interface with external and internal customers for new request and works with team for deployment of new processes.

Acts as single point of escalation for major issues.

Identifies opportunity areas, designs new processes, and implements new/improved solutions to improve results and increase productivity

Ensures that internal control guidelines are followed and implemented in respective process areas.

Reviews SLA report and manage performance/productivity of team

Performs 2nd line management responsibilities. Performance coaching, leaves management, career/succession planning, training endorsements etc.

Ensure audit compliance and other critical requirements.

Responsible for the development, implementation and maintenance of the company compensation and/or benefits program

Review and development of compensation policies and procedures to ensure the achievement of equitable and competitive employee compensation

Delivery of HR Services (designed annual salary programs and ensured effective delivery of benefits program of company)

Facilitates the induction program to ensure that all policies and procedures in payroll and benefits administration are properly communicated.

Manage and oversee the implementation of the timekeeping and leave management system.

Ensure timely and accurate payment and submission of reports of all government statutory premiums monthly, quarterly or annually.

Ensure timely and accurate final pay computation.

Ensure timely and accurate administration of employee compensation in accordance with established policies and within the required turnaround times.

Partner with both internal and external parties on the smooth implementation of payroll functions.

Manage and oversee all accounting related activities to payroll.

Accomplishment;

Resolved Labor issues with DOLE regarding compensation and benefits of the employee.

Resolved issues on non-remittance of monthly premium of employees to SSS and Pag-ibig.

Resolved issues on SSS and Pag-ibig loan delinquency.

Resolved issues on non-posting of Contributions and Loan payment of employees due to non-submission of required reports to SSS and Pag-ibig.

Issues on the mandatory deductions of government premiums.

CONSOLIDATED INDUSTRIAL GASES, INC. - HR SPECIALIST C&B

30th Flr, Wynsum Corporate Plaza Jan. 1, 2007 Aug.15, 2008

22 Emerald Avenue, Ortigas Center

Pasig City - PAYROLL OFFICER

(HR Department)

Sept.1,2004 Dec.31, 2006

POSITION DESCRIPTION

The position is responsible for assisting the IR & Employee Services Manager and Country Head - HR & Admin Services, Philippines in the implementation of wage & salary and benefits administration. Responsible for the timely and accurate payment of employee s payroll, assist in the CBA Negotiations and conduct Employee Relations activities and programs.

JAKA DISTRIBUTION, INC. - PAYROLL ACCOUNTANT

Bldg. M JY & Sons Compound (Accounting Department)

Veterans Center, Taguig M .M. June 21, 1999 July 18, 2003

UNIDEN PHILIPPINES, INC. - PAYROLL CLERK

Lot 52 & 53 FTI Complex, Taguig M.M. (Accounting Department)

(Company Closed) June 16, 1997 April 30, 1999

MASAGANA SUPERSTORE - PAYROLL ASSISTANT (Acctg. Dept.)

Trida Bldg. Taft Avenue Corner April 1994 - June 14, 1997

T.M. Kalaw, Ermita Manila

(Company Closed) - TIMEKEEPER (Acctg. Dept.)

September 29, 1993 April 1994

PROFESSIONAL VALUES

ATTITUDE:

Has high abstract thinking skills, high degree of attention to details, can independently work with minimal supervision and with a great passion for excellence.

Hardworking and can easily rapport with internal and external clients

Strong leadership skills, trustworthy and resourceful

People, service and result-oriented

With high integrity and business ethics

KNOWLEDGE, SKILLS BESIDES ABILITIES:

Excellent knowledge and solid understanding of the end-to-end process of timekeeping, payroll and statutory benefits.

Conceptual knowledge of compensation and benefits administration

Extensive exposure to implementation of payroll internal control measure

Up-to-date knowledge of major developments in regulatory requirements that impact payroll and benefits administration.

Knowledge on the general aspects of Human Resources Management function.

Well-versed and experienced in handling government-mandated benefits.

Has knowledge of company and departmental practice and procedures related to payroll activities.

Knowledge in withholding tax administration and other applicable governmental laws.

Hands-on knowledge of supporting application system in accurate and timely processing of payroll and benefits.

Competent user of Payroll, Human Resources and Accounting systems such as Payroll Plus, In-house payroll system, SAP etc. Extensive knowledge of computer software (MS Office). Knowledge on the different software systems used by the government agencies.

Knowledge of policies, procedures, and systems involved in preparation, verification, maintenance, processing and administering of payroll and HR services.

Exhibits strong customer service, decision-making, analysis and problem solving, planning and organizational skills.

Ability to:

To accurately process high volume of extremely detailed data under tight time deadlines

To establish and fulfill department work plans to meet assigned responsibilities

To effectively supervise, train and evaluate assigned staff.

To interface with employees in the performance of HR-related tasks concerning compensation and benefits

To organize and prioritize a high volume of information and have the ability to be flexible and reorganize priorities in response to demand

Strong communication and interpersonal and process facilitation skills. Demonstrated capability to communicate with employee s at all levels in the organization.

To exercise discretion and good judgment in handling sensitive and privileged information

To follow through on work assignments with limited resources.

EDUCATION

SPECIAL COURSE : CERTIFICATE IN COMPENSATION MANAGEMENT (JRU PMAP) - October 7 to November 25, 2006

REVIEW SCHOOL : UNIVERSITY of the EAST (Manila)

(CPA Board) Center for Review & Special Studies (CRSS)

COLLEGE : JOSE RIZAL COLLEGE

BACHELOR of COMMERCIAL SCIENCE

Major in Accounting

EXTRA-CURRICULAR ACTIVITIES

Junior Philippine Institute of Accountancy - ( Member) 1988 - 1993

Management Society - ( Member) 1988 - 1993

PROFESSIONAL TRAINING/SEMINARS ATTENDED

Leadership Bootcamp

January 22-23, 2016 BPOI 30th Flr Citibank Tower 8741 Valero St. Makati City

EFFECTIVE PAYROLL MANAGEMENT

January 23, 2009 - Entrepreneurs Accounting Academy

(10th Floor Rufino Plaza Bldg., 6784 Ayala Avenue, Makati City

Learning Session on Tax Exemption for Minimum Wage Earners and Correcting Wage Distortion

(Aug.. 13, 2010) 11th Flr. Conference Room G.E. Antonio Bldg.corner J. Bacobo and T.M. Kalaw Sts. Ermita Manila

Learning Session on Correcting Wage Distortion

(July 28, 2010) 5th Flr. Conference Room G.E. Antonio Bldg.corner J. Bacobo and T.M. Kalaw Sts. Ermita Manila

Learning Session on Wage Order NCR 15 and its Implementing Rules

(July 9, 2010) 5th Flr. Conference Room G.E. Antonio Bldg.corner J. Bacobo and T.M. Kalaw Sts. Ermita Manila

Year End Adjustment (Seminar on Withholding Tax on Compensation)

(Nov. 14, 2009) Richmonde Hotel, Pasig City

SSS In-Depth Information Seminar (TOP NOTCHER)

(June, 2009) SSS Bldg., East Avenue Diliman Quezon City

National Health Insurance Program Orientation

May 30, 2007 7th Flr. City State Centre Bldg. Shaw Blvd, Pasig City

Supervisory Skills Training CIGI, 30th Flr Wynsum Bldg. Ortigas Center, Pasig City

Performance Coaching CIGI, 30th Flr Wynsum Bldg. Ortigas Center, Pasig City

Annualization and Yead-End Adjustment of 2006 Total Taxes Withheld on Compensation Income and the NO Withholding Tax on Minimum Wage

(September 27, 2006 Bay View Park Hotel, Manila)

2005 Year-End Adjustment of Withholding Taxes & The Taxability of Fringe Benefits & De Minimis Benefits (November 21, 2005 Makati Shangri-la Hotel, Makati City)

The 2005 Implementation of the Expanded Withholding Tax & Electronic Filing & Payments System (EFPS) - (November 21, 2005 Makati Shangri-la Hotel, Makati City)

SSS In-Depth Information Seminar

(October 10 13, 2005) SSS Bldg., East Avenue Diliman Quezon City

The Non-Filing of Income Tax Returns and Current Update on Withholding Tax Procedures & Computations (September 19, 2002 Century Park Hotel, Manila)

The Automated Withholding Tax Administration

(June 11, 2001 - Heritage Hotel, Roxas Blvd. Pasay City) w/ CPE units

The Simplification of the 2000 Year-End Adjustment Requirement

(September 12, 2000 - Makati Shangri - La Hotel) w/ CPE units

The Simplified & Computerized Implementation of the National Internal Revenue Code Relative to Withholding Tax. (May 5, 2000 - Traders Hotel, Pasay City) w/ CPE units

1999 Mandatory Preparation & Filling Even Withholding Tax Returns

(November 16, 1999 - Dusit Hotel Nikko, Makati City) w/ CPE units

SSS In - Depth Information Seminar

(September 20-24, 1999 - Ramon Magsaysay Hall, SSS Bldg. Q.C.)

Customer Service Satisfaction Seminar

( August 13, 1999 - JAKA Distribution, Inc. Conference )

Administration & Enforcement of the Social Security Program of SSS and it s Synchronized payment system thru Electronic Transmission Scheme

(August 18, 1998 - Makati Shangri - La Hotel) - 4 CPE units

The Full Implementation of the National Health Insurance Program under the Administration PHILHEALTH or PHIC ( August 18, 1998 - Makati Shangri-La Hotel ) - 4 CPE units

The New Fiscal Rules in Human Resource Mgt. & the Revised & Expanded Benefits under the Programs of Employees Compensation Commission (August 17, 1998 - Mkti. Shangri La Hotel)

1998 Reforms in Withholding Tax Administration & Modified Taxation of Individuals

(January 17, 1998 - Makati Shangri-La Hotel) - 5 CPE units

Productive Work Attitude (August 25, 1995 Masagana Superstore Conference)

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