Human Resources Customer Service

Sam Halwani, CHRL (candidate) CTDP CSP (FORMER)

C: 613-***-**** *****.********@*****.*** Toronto, ON, M8Y 0B6 ca.linkedin.com/in/samhalwani

Human Resources and Organizational Development Professional

Results-focused HR professional who partners with business leaders and professionals to optimize organizational productivity by providing practical HR solutions in highly dynamic and matrixed organizations.

STRENGTHS

Working in Human Capital Management since 2002,

Solid HR Project Management experience with 20+ clients

Worked with clients in different industries and cultures (EX: Consumer goods and retail, Banking, IT, Aviation)

Notable abilities in research, analysis, learning, organizing, planning, and designing business processes, tools and methodologies

AREAS OF SPECIALIZATION

HR Strategy: HR operating model, HR gaps, HR strategies and action plans.

Talent Management: enhancing practices related to talent acquisition (workforce planning, recruitment, selection, On-boarding), talent development (performance management, career development, succession management, learning & development), talent retention (total rewards - job evaluation and salary scales, incentives).

Organization Design and Transformation: organizational assessment, structuring/restructuring, job design, competencies, key performance indicators (KPI’s), and workforce transition

Noteworthy Highlights

Consulted by and presented as a keynote speaker at the Senate of Canada on “Creating a Culture of Customer Service Excellence” to 40 professional members of Finance Department at the Senate.

Provided human resources consulting services to multi-stakeholder business environments; designed Talent Services Processes for (Deloitte Canada), using IA and RPA.

Established and managed Talent Management Unit for Samba Financial Group (Citi Group successor), a $5B corporation.

PROFESSIONAL EXPERIENCE

TALENT SERVICES PROCESS ENGINEER PROJECT LEADER-(CONTRACT), Deloitte Toronto, ON Jan 2018 – Mar 2018

Hired to lead Talent Services Process Optimization and Human Resources Transformation Project

Identified non-value add HR processes steps and bottlenecks with precision and accuracy.

Analyzed Talent Services processes to optimize and achieve efficient HR processes.

Transformed Human Resources Processes to fully automated, self-service processes using RPA and IA.

Designed, documented and pubished highly efficient and smoothly flowing Talent Services Processes to different management levels at Deloitte Canada.

Implemented efficient HR processes that best utilized SAP Success Factors, People Soft and Service Now integration.

DIRECTOR OF PEOPLE, CULTURE & EMPLOYEE EXPERIENCE, ILAC Toronto, ON May – Dec 2017

Hired to provide strategic Human Resources Management consulting and manage human resources activities across the organization

Designed and delivered full organizational structure review in support of ILAC’s strategic business goals.

Conducted full cycle recruitment and hiring of frontline and management employees.

Revamped HR unit structure to establish focus and improve efficiency of HR services provided.

Assessed and reviewed relevant HR policies and procedures while ensure compliance with the ESA.

ADJUNT PROFESSOR, HRM (contract) ILAC International College Toronto, ON Mar 2017 – May 2017

Contracted to teach Human Resources Management for Service Excellence college students.

Delivered and taught Human Resources Management course.

Consulted by ILAC CEO and management to provide HR advice in Organizational Structuring and Total Rewards.

DIRECTOR HR, CANADA USA, (consultant) Verus Consultants, Inc Toronto, ON Sep 2016 – Mar 2016

Contracted to design, develop and execute professional HR and OD services to support clients’ needs.

Providing HR Consulting services in the areas of HR, business strategy, OD, and Talent Acquisition to Canadian businesses.

Design and develop HR strategy to support organizational strategic goals.

HR CONSULTANT (Self Employed), Cantactics World, Inc Ottawa, ON Apr 2014 – Mar 2016

Contracted to design, develop and execute professional development & learning programs in alignment with customer needs.

Extended Professional HR, Business Consulting, Training, Coaching and OD services to clients in diverse industries and sectors (Senate of Canada, Ryerson University - Saudi Students’ Association, Project Management Institute – Ottawa and South Western Ontario Chapters, CISS4U, ILAC Toronto).

Provided professional leadership coaching to project managers and Canadian Military personnel.

HR CONSULTANT & STRATEGIC LIASION OFFICER, Embassy of SA Ottawa, ON DEC 2012 – Apr 2014

Was Responsible for supporting business units that coordinated mutual collaboration between Canadian universities and their counterparts while establishing contact with new learning institutions with the intent of approving their learning.

Consulted to develop the OD Unit in support of continuous employee development.

Led the design, facilitation and implementation of professional development workshops that were delivered to 113 Canadian university graduates from across Canada, which scored satisfaction rate of over 98%.

Led and facilitated with success the business negotiations of ATC training program project (value of $1.2) between Nav Canada, SACB and the Saudi General Authority of Civil Aviation, and met stakeholders’ expectations.

TALENT MANAGEMENT HR BUSINESS PARTNER COMPLIANCE HEAD (ACTING), SA, 2007 – 2012

SAMBA Financial Group (Citibank)

Promoted with increasing responsibility to lead HR initiatives by developing and implementing best practices. Directed and engaged a team of four HR specialists while providing centralized full-service human resources management for 500 employees in a fast-paced, multi-stakeholder environment. Budget: $50M

Revamped and instituted full cycle call center Talent Management and HR processes to improve recruitment and selection, job descriptions, proactive hiring, onboarding and performance management, which contributed to reducing call center attrition rates by over 50%, and $3M savings in external consulting fees.

Developed strategic recommendations for global organizational design, and presented to Senior Leadership and Senior Executive teams, which resulted in restructuring retail banking operations, and improved sales performance as a result.

Managed all aspects of employee relations in coordination with compliance and legal teams.

Deployed HR data analytics to strategize creative solutions to complex challenges.

Redesigned and implemented performance reviews processes and supporting policies, which led to over 70% improvement in employee satisfaction surveys. Standardized procedures to ensure interests of the call center and retail banking management are met, and in alignment with the Bank’s strategic objectives.

Initiated the design and standardization of learning systems by creating new self-paced, synchronous e-learning program that reduced new hire errors by 90% and improved new hires time to full productivity by 75%.

Initiated employee career development and succession planning by developing Career path plans that illustrated career progression steps, competencies, and skills needed for employees’ advancement in $50 million revenue generating call center.

Partnered with senior management and business unit leaders to source high quality candidates and fill roles in all business units (sales, customer service, marketing, and Help Desk).

HR CONSULTANT & COUNTRY MANAGER, SA, 2006 - 2007

Alliance Human Performance Development Consulting

Retained to lead the operations, and develop the business in collaboration with sales and training consultants 10 direct reports Budget: $3M

Led strategic Human Resources projects in the areas of organizational design, competency assessment and modeling and corporate learning and development in the Baking, Telecom and Healthcare industries.

Delivered management-consulting services, with specific focus on Human Capital and Organizational design that helped client groups align HR policies, improve overall organizational performance, and improve Talent Acquisition and retention rates.

Reported to the CEO, and worked with different stakeholders at the clients’ offices, from the C-suite and boards of directors to middle management and entry-level employees.

Led a team of 5 management consultants that supported achieving the company’s goals.

EDUCATION & PROFESSIONAL DESIGNATIONS

Human Resources Management – Postgraduate Certificate Program, Humber Institute of Technology and Advanced Learning, Canada, 2016

CHRL Candidate

DISC Level 1 &2– Personality Types – Certified Trainer, Personality Insights, USA, 2014, 2013

Certified Training and Development Professional (CTDP), 2011

Bachelor of Science, Pharmacy, 1998

CTDP, CTP, DISC and CSP (former) designations

AFFILIATIONS

Human Resources Professionals Association (HRPA), Toronto Chapter

Institute for Performance and Learning (I4PL), Toronto Chapter

VOLUNTEER EXPERIENCE

Zone leader (FORMER), Heart & Stroke Foundation, Ottawa, Canada, 2012 to 2015

Contact this candidate