Sr. HR Service Delivery Professional

●MICHELLE JOHNSON, SPHR

**** ****** ****. 949-***-****

Irvine, CA 92602 *************@*****.***

PROFILE SUMMARY: Human Resources Professional with over 15 years of proven extensive experience in all phases of global HR enterprises; managing optimal effectiveness in the delivery of HR solutions and services. Strong leadership expertise overseeing and directing day-to-day HR service delivery operations for large companies with over 10,000 employees globally to include multiple HR disciplines. Serve as a key stakeholder to the HR Leadership Team, COEs and HRBPs to ensure seamless integration of HR programs and operational excellence.

KEY COMPETENCIES

●HR Service Delivery & Operations

●Influencer & Change Ambassador

●ERP & HCM Implementations

●Career Development & Team Building

●HR Policies & Best Practices

●Employment Law Compliance

●Solutions Oriented & Conflict Resolution

●Mergers & Acquisitions

●Process Design & Mapping

●Performance Management

●HR Metrics & Analytics

●Business Intelligence (BI)

●Global Mobility & Workforce Planning

●Employee Morale & Branding

●Time and Labor Management

●Audit Controls & SOP/QOP Creation

●LOA & Worker’s Compensation

●Global Payroll Processing

PROFESSIONAL EXPERIENCE

Panasonic Avionics Corp. – Lake Forest, CA Feb 2013-Present

Manager, Global HR Service Delivery, Apr 2014-Present

Provide overall strategy and operational leadership to the HR Service Delivery team who provides high volume phone and online service requests to employees of a $2.5B annual revenue aviation and aerospace business.

●Operational Leadership – Define, measure and optimize the end-to-end service delivery of HR services; establishing critical KPIs and SLAs to manage performance. Oversee HR Services team responsible for wide array of HR program support and administration for the full employment life cycle including talent acquisition, talent management, payroll, employee inquiries, benefits administration and data transaction processing. Manage and oversee $3M operating and employee morale budget; staying within budget and decreasing costs when needed. Provide leadership by fully implementing all principles of performance management within the team, assessing staff development needs and ensure that individual development plans are actively managed and feedback is provided to team members regularly during 1:1 discussions.

●Planning and Program Management – Develop and execute on the service delivery solutions strategy and roadmap to support business objectives. Oversee HR programs (i.e. Immigration, Leaves of Absence, Worker’s Comp, Drug Testing, Education Assistance, On-boarding, Off-boarding, Performance Management, Employee Morale Events); establishing, managing and driving the end-to-end planning process and cycle releases.

●Process Development and Change Management – Define Workday end-to-end business processes to enhance the end-user experience and reduce process inefficiencies. Partner with HR leadership team and other HR functional areas to identify, recommend and implement opportunities for process improvement in alignment with HR strategy and initiatives as well as ensuring HR services are efficient, effective, compliant and scalable.

●Data Security and Compliance – Ensure deployment and monitor compliance of existing company policies and programs to meet regulatory requirements with respect to HR data and business process SOX criteria. Maintain governance of SOPs and oversee workforce data around the globe to ensure consistency, data integrity and seamless integrations. Point of contact for activities relating to internal audits in partnership with Legal, Compliance and IT Network Security.

●Partner Relationship – Develop and establish HR metrics to help HRBPs understand HR related topics that support and drive business results. Partner with HRBPs on E/R, supporting investigation and documentation. Manage vendor relationships to ensure compliance with contract, established metrics and determine ways to leverage provided services to improve performance to meet future business requirements.

Accomplishments:

Successfully created HR Services function; establishing an one-stop shop approach for the delivery of services to employees globally; including the creation of HR portal site, case management tool, IVR phone system and dashboard reporting.

Created new global operating model that integrates a “total solutions” approach; enhancing services from a customer-centric model that provides 24/7 operation, centralized processes that leverages HR technology, defined KPIs and set clear SLAs.

Successfully created and deployed SOPs, QOPs, job aids and user guides.

Implemented E-Verify Program that saved the jobs of 100+ employees assigned to a critical company project.

Sr. HRIS Lead, Feb 20l3-Apr 2014

Developed and implemented various automation processes and data management tools; optimizing HR/Payroll business processes that are proactive and agile; increasing client satisfaction by decreasing payroll issues by 99%.

●Business Analytics – Responsible for all data setup tables within Workday and Oracle R12 (i.e. configuration of Business Setup Groups, Pay Groups, Accrual Plans, Absence Types, Work Schedules, Holiday Calendars, Comp Eligibility Rules, etc.). Created and performed routine maintenance to the modules within Workday and Oracle R12 (i.e. OAM, OTL and HCM). Managed and conducted periodic data validation audits to ensure compliancy with Sarbanes-Oxley (SOX).

●SuccessFactors/Workday System Administrator – User Security, Performance Management, Dashboards/Reports, Merit and Bonus.

●Partner Relationship – Worked effectively with IT to build/maintain integrations and troubleshoot data related issues, workflows; including but not limited to interfaces in and out of HR Database (i.e. Workday, Oracle, SuccessFactors, Concur, Active Directory and Taleo).

Covad Communication, Inc. – San Jose, CA Nov 2010-Nov 2012

Lead, HR Services, Apr 2011-Nov 2012

Provided leadership to the HR Services team of a $384M annual revenue telecommunications business; overseeing the development, planning and implementation of approved business solutions, developed HR metrics and balanced scorecards, tracking those metrics to measure operational efficiency; resulting in exceeding SLAs for HRIS, Benefits and Payroll groups by 10%.

●Operational Leadership – Supported HRIS, Comp, Benefits and Talent Management roadmap priorities and goals by partnering closely with Sr. Director, HR Services in successfully completing key HR initiatives that improved business needs. Served as a technical subject matter expert for HR systems, reporting and processes. Optimized the use of technology and developed tools to minimize transactional employee life cycle activity. Assessed operational processes and implemented enhancements to achieve optimum performance. Provided coaching, development and mentoring to the HR Services team to ensure individual goals are met.

●Program Leadership – Oversaw key projects from end-to-end; including training and change management plans. Directed cross discipline project teams and worked with business leaders to define, prioritize and develop programs including but not limited to goal setting, year-end, new technology deployments and implementation of new HR processes. Ensured support readiness for system activities such as Performance Management, Salary Planning and Benefits Open Enrollment. Facilitated the RIF process; drafting severance agreements, requesting final pay, managing exit strategy and grievances.

●Compensation and Benefits Administration – Managed the bi-annual market data collection and analysis processes. Prepared focal salary review summary for senior management approval. Managed compensation/benefits tables and employee benefits administration in partnership with vendor; resolving any escalated benefits and payroll issues.

●Compliance & Policy Management – Ensured proper controls and audits are in place to support accurate reporting of federal, state, local labor laws and security requirements. Point of contact for any internal and external audits; complying with any internal/external investigations and implementing remediation plans where necessary. Managed policy content, deployment and ensured all policy governance standards were in place and adhered to.

●Partner Relationship – Partnered with IT to ensure alignment of HRIS with existing systems, technologies and system requirements. Managed vendor relationship to ensure effective service delivery.

Accomplishments:

Successfully delivered five key projects from end-to-end; including training and change management plans: 1) outsourcing of employment verifications 2) automated performance evaluations 3) outsourcing of leave of absences 4) integrated solutions from M&As 5) HCM implementation from ADP HRB to ADP Workforce Now.

Implemented HR/Payroll processes and policies; resulting in annual cost savings of $275K.

Assisted in the design of infrastructure automated web-based services catalogs and establishing service level objectives.

Created new HR employee portal using both HTML and SharePoint to determine structure, navigation and design.

Sr. HRIS, Comp & Benefits Analyst, Nov 2010-Apr 2011

Managed system upgrades, new module releases, data uploads and data integrity within ADP HCM system. Generated ad-hoc and government reporting and established KPIs, driving high quality customer support in an efficient and scalable manner.

●Business Analytics – Managed the data integrity within ADP system, maintained a historical HR database within MS Access, generated ad-hoc and government reporting (i.e. HR Metrics, Turnover, EEO-1, Vet’s 100, AAP, FP&A, etc.), via ADP/MS Access. Compiled data for annual non-discrimination testing, submitting ACA 1095 and 5500 reporting. Managed inbound and outbound interfaces (i.e. 401K, Oracle HRMS, Benefits, SuccessFactors, ADP FSA and Pay eXpert). Proactively sought out and identified system enhancements and transferred knowledge of system deployment and new functionality to end-users, via formal and informal training sessions.

●Compensation and Benefits Administration – Created Compensation data tables (i.e. salary action reasons, job codes, salary pay structures, salary grades, etc.). Liaison to LOA 3rd party administrator and Payroll to ensure efficient and seamless processing of employee leave requests. Created Benefit data tables (i.e. benefit groups, benefit plans and rates and configure benefit enrollment types and rules). Participated in market salary surveys to effectively benchmark jobs and reviewed job descriptions by validating essential duties, education and experience requirements and determining FLSA classification.

Greater Bay Area, CA Nov 2008-Nov 2010

HR Process & Technology Manager, consultant

Established common HR enterprise, business procedure and payroll processes that drives efficiency, accuracy, optimization and ensure a positive end-user experience.

●Technology and Solutions – Led team in designing solutions to business problems and develop process mapping to streamline HR system automation. Developed functional and technical documents to capture process control, integration points and change requests. Performed gap analysis on operational processes/workflows and implemented enhancements that generate cost savings and improves user experience.

●Project Management – Organized and led multiple workstreams. Interfaced with business stakeholders to review, document, analyze and evaluate business requirements and end user needs. Managed deliverables, status updates, escalated risks when necessary and determined proper scope for success.

●Data Analytics and Reporting – Developed metrics that provide data for process measurement and key performance indicators for improvement opportunities. Generated ad-hoc reports for cost and operational analysis; including creation and delivery of workforce logistics.

●Partnership Relationship – Partnered collaboratively with cross-functional leaders to develop and deliver robust analytics, providing insight and analysis to drive more informed HR and business decisions. Interacted effectively with key internal stakeholders and external service providers to improve HR system capabilities and manage multiple concurrent initiatives.

Accomplishments:

Successfully identified KPIs to optimize data workflow processes and integration points relating to PeopleSoft Global Benefits/Comp structure, SuccessFactors Performance Management and ADP Workforce Now Core HR.

Simplified business processes achieving SLAs by 100%.

Wynn Las Vegas – Las Vegas, NV Jun 2008-Nov 2008

Sr. HR Analyst

Provided analysis of various HR programs and initiatives; defining scalable business processes and implemented best practices in configuring and designing PeopleSoft HCM system for 10,000+ employees.

●Partner Relationship – Consulted with HR Leadership to define business improvement opportunities. Acted as a liaison between business stakeholders and technical teams to resolve issues and ensure functional specifications for PeopleSoft HRMS v.9.0 system design. Served as the primary HCM Platform Functionality liaison to the business to understand business needs and help prioritize and lead the delivery team.

●HR Analytics – Simplified monthly HR Metrics Dashboard report and managed HR Technology related projects; streamlining complex business processes and driving automation process. Developed and reviewed job descriptions and job family matrixes for accuracy and worked with HRBPs to update accordingly to support company’s policies and procedures.

Accomplishments:

Successfully implemented PeopleSoft HRMS v.9.1 ahead of deployment schedule.

Hitachi GST – San Jose, CA Aug 2007-May 2008

HRPT Business Analyst – Comp, HRIS, Benefits & Payroll

Mentored a team of HRPT Specialists within the HR Process & Technology Group; managing the evaluation, design and implementation of data control and information systems improvement projects; including the Statement of Work (SOW) that created operational efficiencies for 10,000+ employees, proposed change management methodologies and trained end-users globally via eTools and in person.

●Project Management – Managed the overall Payroll Implementation Project (i.e. User Acceptance Testing, Risk Management, Time Management, Issue Resolution and Resources), maintain project collaboration sites and developed testing scenarios – ADP PC/Payroll to PeopleSoft v9.0 Payroll Module.

●Business Analytics – Built functional or reporting prototypes. Created complex queries for post-live auditing to ensure payout accuracy (i.e. G/L, Garnishments, Time & Labor, 401K, Benefit Deductions, Exemptions and any other data-related activities that will affect a paycheck), via PS/Query. Created and performed routine maintenance to the foundation tables/modules within PeopleSoft v9.0 (i.e. eRecruit, Ben Admin, Compensation, Payroll, Stock Admin, ESS and MSS, ePerformance and Talent Management).

●Data Security – Managed and maintained HR SOX documentation to ensure employee transactions are processed in accordance with key controls; point of contact for audits and escalated investigation/resolution. Executed SOX Controls by conducting mass data cleansing and audits to ensure data accuracy, data integrity and compliance with Sarbanes-Oxley.

Accomplishments:

Successfully delivered five key projects from end-to-end; including training and change management plans: 1) Payroll implementation from ADP PC/Payroll to PeopleSoft v9.0 2) automated comp structure 3) automated performance management 4) optimized Ben Admin module 5) Recruiting implementation from BrassRing to PeopleSoft eRecruit.

Implemented on-boarding processes to automate approvals and improve end-user experience.

Developed and deployed HR scorecard.

Affymetrix, Inc. – Sunnyvale, CA Apr 2006-Aug 2007

HRIS Lead

Led projects involving the analysis, design, implementation and maintenance of the PeopleSoft HRMS infrastructure to meet business needs and changing demands for an organization of 5,000+ employees.

●Developed, analyzed and generated management and regulatory reporting (i.e. HR Metrics, Headcount, Turnover, Attrition, Requisitions, EEO-1, Vet’s 100, AAP, 5500’s, Stock Option Grants, Org Charts, FP&A), via PS/Query and/or SQL.

●Administered aspects of annual performance review/merit increase and bonus cycles – generating pay changes, salary grade and performance reports.

●Designed and facilitated contingent management process and policy for Kelly Services and other employee vendors.

Accomplishments:

Enabled MSS and optimized ESS capabilities.

Assisted in formulating policies and processes for Expats and global offices that drove innovative technical solutions.

Adobe, Inc. (formerly Macromedia, Inc.) – San Francisco, CA Apr 2003-Oct 2005

HRTG Specialist, Dec 2003-Oct 2005

As part of the HR Technology Group, performed analysis on key process metrics and recommended process improvements that maximized efficiencies and enabled automation for 10,000+ employees.

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●Entered and managed employee changes reflected in the web-based Status Change Form and responsible for data uploads.

●Ran Payroll Interface from Oracle 11i for upload submission to ADP PC/Payroll.

●Maintained System User Policy, procedures, guidelines and documentation related to HR Systems.

●Provided super-user support to end-users and responded to escalated employee inquiries sent to Global HRTG Service Center.

Accomplishments:

Workstream Lead on Talent Acquisition Management Project – created contingent employee reports from MS Access for PS/Query submission and managed the HCM implementation from PeopleSoft v8.3 to Oracle 11i for 10,000+ employees.

Proposed the utilization of a web-based status change form for employee life cycle changes and implemented form using PeopleTools, resulted in the automation of employee life cycle changes and the sunset of manual status change forms.

Staffing Coordinator, Apr 2003-Dec 2003

Responsible for end-to-end recruiting lifecycle by matching applicants to job qualifications to determine which applicants to source and interview, ensuring candidate data is entered in ATS, scheduling travel, processing expense reimbursements, managing interview scheduling changes, relocation assistance and ensuring an exceptional on-boarding experience.

●Managed requisition process and posted employment reqs, via BrassRing; prepared offer letters; facilitated new hire orientations; background checks; reference checks and employment verifications.

●Created job descriptions, maintained and organized system for master job descriptions utilizing PeopleSoft Library.

●Responsible for the day-to-day management and administration of the relocation and international assignment program; ensuring policies and guidelines relating to the movement of employees are in line with statutory tax, immigration requirements, best practice and are competitive within the cost of living market trends.

●Primary point of contact for expatriate matters; responding to expats inquiries relating to their international assignment agreements (IAAs) and interpreted policies to HRBPs, Management and employees regarding international assignments, visa requirements, international travel, relocation and employment regulations.

●Ensures compliance with Form I-9 employment eligibility verification and performed periodically audits.

●Ensures EEO/AA compliance; coordinates and submitted EEO-1 Survey and AAP annually.

●Performed regular audits of applicant data and conducted statistical analysis of workforce data to assist in evaluating EEO/AA progress; identifying areas of concern, achievements and non-compliance with established policies.

●Responsible for tracking and scheduling internal and external training courses, types of training and follow-up with supervisors/managers to select appropriate attendees.

Kelly Services, Inc. – San Francisco, CA Oct 2002-Apr 2003

HR & Finance Coordinator, contractor

Assisted with record-keeping requirements; including Form I-9 administration and audits, employee life cycle changes, maintaining employee files, HR processes, procedures and pay practices for compliance.

●Completed payroll transmission and related data maintenance accurately and within deadlines.

●Entered invoices and monthly expense reports into A/P system and provided support for the quarter-end close process.

●Generated ad-hoc reports for cost and operational analysis, A/P reports and printed check run upon approval.

●Maintained A/P files, W-9s for 1099 processing, ran Payroll Interface and other various inbound/outbound interfaces.

●Reconciled daily A/R, audit outstanding accounts and post A/R into system, verifying and correcting coding as needed.

Mission College – Santa Clara, CA Sept 1999-Oct 2002

Asst. Program Manager, Work Experience Program

Consulted with Faculty and other key business partners on the implementation and sustainment of the Work Experience Program.

●Submitted accurate grants and budgets for assigned student support programs and responsible for seeking additional and alternative funding for the programs and activities.

●Developed and updated budget instruction manual and supplemental information for distribution to all units; provided training procedures in budget preparation to various Faculty and Staff groups.

●Generated reports to receive accurate Staff vs Student headcount, via PeopleSoft v7.5.

●Developed and coordinated in-service training for full and part-time program Faculty/Staff, skills assessment, resume writing assistance, mock interview and one-on-one advice with career planning and workforce readiness.

●Worked closely with the industry and college programs (i.e. Counseling, Admissions, CalWORKs, EOP&S and Disabled Student Program) to develop educational, beneficial internship opportunities and to ensure a student-centered, customer oriented environment for delivery of services to students.

TECHNICAL EXPERIENCE

MS Office Adobe Acrobat SAP 4.7 SQL Server Mind Mapping Dreamweaver

MS Project Oracle R12 PeopleSoft 9.1 ADP Enterprise 5 Empyrean SuccessFactors

MS Visio Discoverer Taleo Workday HCM Virtual Edge Kronos Systems

WebEx SharePoint PeopleClick Salon Iris 7.1.8 PeopleTools 8.42 Benetrac

EDUCATION & CREDENTIALS

B.S., Business Management – University of California Irvine / Irvine, CA

Expected Date of Completion: Spring 2019

Cosmetology, Salon Management – Euphoria Institute of Beauty Arts & Sciences / Las Vegas, NV 2010

A.S., Business Management – Mission College / Santa Clara, CA 2001

●SPHR Certification

●Six Sigma Green Belt Certification

●Workday Knowledge Management – HCM Fundamentals, Configurable Security Fundamentals, Advanced Reporting & Analytics and Business Process Fundamentals

●Oracle University Certifications – Oracle R12 HRMS and PeopleSoft Enterprise: HRMS, Ben Admin, T&L and Payroll v9.1

●Learn@ADP Training – ADP HR Benefits Solution (HRB) and ADP Workforce Now Comprehensive HR Core

●CEB Corporate Leadership Council Membership

●SHRM Membership

●PIHRA Membership

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