Manager Human Resource
Resume:
ac5dbh@r.postjobfree.com
PHONE
PROFILE
A customer centric, HR Manager.
EDUCATION
Open University Malaysia, Kuala Lumpur
Bachelor in Psychology
Australian Maritime College, Tasmania
Marine Operations - Second Mate, Class One
1986-90
SM Cochrane, Kuala Lumpur
SPM 1
CAREER HISTORY
Aug2016 – Nov 2017
June2015 – July2016
Oct2014 – May2015
Hong Leong Bank Berhad / Human Resource Relationship Manager
HR representative in two divisions i.e. Customer Experience & Analytics & Personal Financial Service (Credit). Total headcount 1300 ( inclusive unionized employees)
Designed role to be accessible to employees for coaching /counselling on work & personal matters
1st level IR to all employees which included; coaching people managers on IR matters,
review, investigation & recommendation of next course of action to IR team
Influenced management team to view employee engagement matters holistically i.e. things to fix on the work side rather than the after work side.
Ownership of Employee Engagement Survey facilitation and shared accountability over results for division/portfolio.
Advisor to Contact Centre Employee Engagement committee.
Proactively engage with employees on unplanned leave matters
Involvement in Talent Acquisition from raising JD, ad placement, screening, interviews, justification/seeking approval of package to on-boarding. Mixture of roles from senior positions to entry levels & niche roles to mass recruitment of entry level positions where at times hire ahead strategy is implemented.
Introduced Talent Acquisition via referral and community based without additional cost
Investigated & reviewed all staff welfare matters to ensure zero leakage/abuse.
Reduced Contact Centre annualized attrition from 80% to 40%.
ASTRO Malaysia Holdings Berhad / Head of Operations, Human Resource
Leads and shapes the human resource operations that encompass a shared service and a freelancer processing function.
Influencing the change for all transactional tasks to be automated / outsourced.
Involvement in the roadmap in moving towards a progressive HR especially via the upcoming implementation on new HR systems.
Team achieved highest ever employee satisfaction scores for Y2015 (since introduction of survey mechanics in 2009)
ASTRO Malaysia Holdings Berhad / Human Resource Business Partner
Leading all strategic HR initiatives for Customer Division in the Non-Sales area
Leading all tactical support for business directly with HR specialist; one-stop-shop Stakeholder Management approach
Selected to take up additional portfolio ( due HRBP shortage) of Customer Experience (inclusive Contact Centre and Retail) after 4 months on the job
Involvement in Talent Acquisition from interviews to justification/seeking approval of package. Main focus on entry levels i.e. mass recruitment/high volume of contact centre positions. To ensure hiring supports contact centre headcount/SLA.
Lead from HR in Contact Centre cultural change project i.e. gamification
Entrusted with largest portfolio of a HRBP i.e. 1600 employees
Ownership of Employee Engagement Survey facilitation and shared accountability over results for division.
July2014-Sep2014
MAXIS Berhad / Operations Manager, Contact Centre (Mass Market)
Owned the Voice of Customers for Post-paid business
Responsible for revisiting the forecasting and scheduling approach at Sunway Contact Centre that led to achieving service levels objective in Q3
Instructed the change of roster availability for 300 agents from 3 months view to 6 months to facilitate leave management, work life balance and curb absenteeism.
Wrote the Most Creative Contact centre paper that led to Maxis winning Gold at the National Customer Experience Awards (formerly CCAM) in 2014.
Involvement in Talent Acquisition for entry levels i.e. mass recruitment/high volume of contact centre positions. Insource model i.e. working with 3 vendors to ensure hiring SLAs met with attrition conditions/trends/challenges.
Apr2013-June2014
MAXIS Berhad / Customer Experience Manager, Service Partnership (Outsource Management)
Owned the Voice of Customers for Prepaid and xWBB business
Renegotiated with outsourcer on forecast and agents required to manage Prepaid and xWBB calls at Plaza Sentral Contact Centre – RM10 million savings
Lead from Customer Service in IVR revamp and Hotlink App project owned by prepaid business to reduce call volume by 30%.
Empowered agents with access to reimburse customers immediately on erroneous deduction leading to achieving Customer Satisfaction Index objectives after 2 years.
Implemented conversational approach to replace the traditional transactional focus leading to increase in upsell by 20%.
Awarded Bronze for Best Contact Centre Manager at the Customer Relationship Management and Contact Centre Association (CCAM) Awards in 2013.
Involvement in Talent Acquisition from an audit perspective i.e. to ensure all hiring conditions stipulated in contract met by outsourcer. Monitor /check the mass recruitment / high volume plan to mitigate attrition delivered timely; in order for the contact centre to deliver SLAs.
Oct2011-Mar2013
MAXIS Berhad / Operations Manager, Contact Centre (Priority Services)
Owned the Voice of Customers for Elite i.e. high ARPU consumers and VIPs
Entrusted with the high value portfolio information of the organization
Transformed from purely inbound unit to relationship management model
Lead from Customer Service on retention program owned by Loyalty Marketing that led to keeping churn at 1%.
Evaluated job requirements and re-graded agent role two levels higher to Senior Executive
Introduced a special credit treatment for Elite customers to recognize the relationship differently
Developed one third of the team to be promoted and take on Relationship Manager roles.
Developed an operations plan to cater for inbound, outbound, e-mail correspondence and on-site customer handling and portfolio management
Responsibility inclusive of good governance and management of overall department i.e. Menara Maxis Contact Centre.
Wrote the Corporate Social Responsibility paper that led to Maxis winning Gold at the Customer Relationship management and Contact Centre Association (CCAM) Awards in 2012.
May2010-Sep2011
MAXIS Berhad / Assistant Operations Manager, Contact Centre (Priority Services)
Implemented the Voice of Customers for Elite i.e. high ARPU consumers and VIPs
Led all negotiation process companywide for high value subscribers
Changed empowerment and decision making of Priority Services to be equivalent to HOD’s LOA
Redefined high value subscribers, VIPs based on loyalty, spending and influence in community
Created special lane / network across all process/departments to ease Elite customers handling
Controlled all decision making/communication with high value subscribers across the organization
Developed two third of the team to be upgraded and take on enhanced role in unit i.e. e-mail correspondence and on-site customer handling.
Provided alignment measures to facilitate the management of the overall department i.e. Menara Maxis Contact Centre.
Wrote the Corporate Social Responsibility paper that led to Maxis winning Gold at the Customer Relationship management and Contact Centre Association (CCAM) Awards in 2011.
May2008-Apr2010
MAXIS Berhad / Senior Executive, Contact Centre (Mass Market)
Co-managed operations at the largest in-house contact centre in the country
Led and managed IR matters for Sunway Contact Centre before escalation to HR
Led and managed people development evaluation for Sunway Contact Centre
Executed three vendor recruitment strategy to raise competitiveness and staffing quality
Lead from centre in attrition management initiatives across Customer Operations
Oct2005-Apr2008
MAXIS Berhad / Executive, Contact Centre (Mass Market/Priority Service)
Managed in-house training unit using “fish tank”(guided environment) approach for both Menara Maxis and Sunway Contact Centre
Supported account managers in managing corporate clients i.e. back-end function handling e-mails, faxes,letters
Feb2003-Sep2005
MAXIS Berhad / Customer Care Consultant, Contact Centre (Priority Service)
Interacting with high value and VIP customers and executing the proposition put in place by the company.
Highly sensitive customer base
Jul2000-Jan2003
MAXIS Berhad / Customer Care Consultant, Contact Centre (Mass Market)
Interacting with customers and executing the proposition put in place by the company.
Jan1993-Dec1999
NEPTUNE ORIENT LINES / Marine Officer- Second Mate
ADDITIONAL INFO
Language
English, Bahasa Malaysia, Tamil
Interest
Football
Others
Volunteer as a football coach for children ( Age groups from 8 to 16 years old) at Akademi Bola Sepak Pro Harimau Remaja
Selected into Maxis Leadership Engine program in 2008
CIAC Certified Operations Manager (Call Centre Industry Advisory Council), 2009
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