Employee Relations Customer Service
Resume:
EMMANUEL SANTOS VIRAY
Unit **N One Central Condominium
H.V Dela Costa St., cor. Geronimo St.,
Salcedo Village, Bel-Air, Makati City,
Philippines
(+63) 977-***-****
**********@*****.***
OVERVIEW
Experienced Strategic Human Resource and Organizational Development Practitioner with a demonstrated history of working in Banking, Manufacturing, Food and Beverage, Trading, and Marketing.
A Certified Training Facilitator of Development Dimensions International (DDI) and a Certified Executive Coach sanctioned by International Coach Federation (ICF).
Skilled in Talent Management, Career Development, Succession Planning, Employee and Labor Relations, Strategic Planning, Executive Search, and Learning & Development. Strong OD Consulting Professional graduated from University of Santo Tomas Cum Laude. PROFESSIONAL EXPERIENCE
Corporate Head – Learning and Organization Development June 2019 – present
Century Pacific Group – Shakey’s Pizza Asia Ventures, Inc. Supports and contributes to the Company’s overall HR & Talent Management strategies by identifying, creating and implementing OD programs using a blend of methodologies with a clear focus on building talent and organizational capabilities. o Oversees and manages the overall Learning and Development Program of the Company from learning design (classroom and e-learning), program implementation, facilitation, training evaluation, and development of competency-based learning and development framework. o Oversees and manages the Organization Development Functions of the Company covering talent management, organizational sensing and interventions, organizational design, coaching and mentoring, team effectiveness, and succession planning.
o Provides relevant information and reports to the management committee
(Mancom) pertaining to organizational development matters. o Acts as Executive Coach to the executives and critical talents. o Acts as a Subject Matter Expert (SME) for learning programs such as Leadership Development, Effective Communication, Personality Development, Values Alignment, Teambuilding, and Strategic Planning.
EDUCATION
MA in Higher Religious
Studies
University of Santo Tomas
AB Philosophy, Cum
Laude
University of Santo Tomas
TRAININGS ATTENDED
Strategic Managerial
Analysis Workshop
People Strong
November 2019
Accelerated Coach
Training Program
International Coach
Federation - Benchmark
September 2018 – January
2019
Team Management
Management Visions, Inc
April 2018
Personal Mastery
People Strong
September 2017
Leadership Development
Program
People Strong
July 2017
DDI Facilitator
Certification Process
Workshop
August 2015
Trends in Org Diagnosis
ATENEO CORD
May 2012
Essentials of Human
Resource Management
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Director - HR and Organization Development August 2015 – January 19, 2019 Blaine Group of Companies
Performs leadership and management functions covering the development and execution of various strategic organizational and human capital development programs. o Oversees the Talent Management functions covering Talent Acquisition (Executive Search, Mass Hiring, Employee Referral Program, School Fairs, Partnership with Third Party Agency and Headhunting Firms), and Onboarding Program. o Plans and provides organizational development strategy, direction, advice and counsel to the President, Officers, Supervisors and Workforce. o Provides analytical and professional advice in business process management, including the development and refinement of organizational structure, policies and procedures, rules and regulations to support the company’s overall strategic direction.
o Facilitates professional development programs, including components of the management, leadership and technical competency development. o Develops and implements the performance management system (Balanced Scorecard) and talent development program of the company. o In-charge of the Employee Relations Program of the Company covering conflict management, workplace resolutions, and implementation of Code of Conduct. o Handles the corporate planning program of the company (strategic planning, mid- year review, monitoring and review of corporate activities). o Researches, analyzes, prepares and presents a variety of reports relative to organization development.
o Liaises with HR Managers and Department Heads in the development and execution of various organizational development programs. Senior Manager – Organization Development March 2013 - August 2015 Blaine Group of Companies
A. CORPORATE STRUCTURE
o Successfully designed and standardized the business structure of Blaine Group of Companies. The structure is now being used for recruitment purposes, compliance with regulatory and ISO standards, and as a guide for manpower rationalization. o Successfully conducted Job Evaluation and implemented the Job Ranking/Levelling with corresponding functional definition and pay structure that serves as the basis for the salary increase and now being used as the official guide when doing Job Offer, Promotion and Merit Increase.
o Successfully reviewed and updated the employees’ Job Description and standardized the Position Titles of all employees aligned with multinational nomenclature.
o Introduced the use and function of Corporate Services Group (CSG) and Strategic Business Units (SBUs) for streamlined work processes. This gave birth to the centralization of Manufacturing Process Management Division (MPM) and PMAP Training Center
September 2010
Organization Analysis &
Job Design Workshop
Chinabank Academy
February 2010
Research Methods in
Human Resources
ATENEO CORD
November 2009
Design and Adminis-
tration of Training
Programs
UP-SOLAIR
March 2008
Effective Presentation
Skills Workshop
Chinabank Academy
September 2008
Seven Habits of Highly
Effective People
Chinabank Academy
April 2008
AREAS OF EXPERTISE
Talent Assessment
Talent Management
Talent Acquisition
Competency Profiling
Research and Planning
Program Design &
Development
Organizational Analysis
Survey Development &
Implementation
Process Improvement
Project Management
Rewards & Recognition
Faculty Development
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Engineering and General Services (EGS) catering not only to one business unit but to the entire group of companies.
o Effectively implemented the R.A.C.I (Responsible. Accountable. Consulted. Informed) principle for business process review and manpower rationalization. B. TALENT MANAGEMENT & PERFORMANCE MGT. SYSTEM
o Introduced the Talent Development Framework covering Leadership Competencies, Technical Competencies, and Knowledge Areas that would lead to Employee Performance.
o Successfully revised and introduced new Performance Management System with the following benefits:
1. KRA’s and KPIs are now defined at the start of the year as the basis for evaluation.
2. Objective assessment of the employee is now more secured following simpler rating codes (P0 – P5) with specific definition and guided by STAR
(Situation. Task. Action. Results) principle.
3. Anchored on Talent Development Framework through the use of 12 Leadership Competencies for Officers and 10 Competency Factors for Rank and File Employees.
4. The results are now communicated to the employee; areas for improvement are discussed.
5. Immediate Superior has the final remarks in the rating score.
§ Individual Development Plan (IDP) of select critical employees is now being designed following the first run of the new Performance Management System C. LEARNING AND DEVELOPMENT
o Designed and developed Training Policies which specifies the conditions (such as training bond, re-echo sessions, etc.) and other requirements for the training and development of employees to ensure that the development of human capital will redound to the mutual benefit of the employee and Company. o Successfully introduced the New Employee Orientation Program (NEOP), a detailed and structured orientation program covering all the necessary information and basic skills set for all new employees. This covers a specially designed 11-day training for new sales employees.
o Successfully designed and implemented the training calendar for all levels of employees.
o Designed and developed training modules such as Business Etiquette, Managing Transition, Managing Multi-Generation Workforce, Effective Presentation Skills Workshop, Customer Service Workshop, etc.
Team Effectiveness
Training Needs Analysis
Training Monitoring
SAP Training Management
Training Facilitation
4
D. EMPLOYEE RELATIONS
o Successfully reviewed and revised the Employees’ Manual covering various company policies and procedures and the Code of Conduct. Part of this is the cascade and implementation of the said Manual.
Organization Development Officer August 2012 – March 2013 Jollibee Foods Corporation
A. TALENT MANAGEMENT
o Implements the Talent Development System of the company—from talent assessment to talent management strategies.
o Provides inputs and recommendations for the improvement/enhancement of the job competency assessment process.
o Conducts studies and rationalization of the job competencies for the different groups of the company through the conduct of company-wide Focus Group Discussions
(FGDs) among the subject matter experts.
o Provides talent management consulting to HR Account Partners. B. CHANGE MANAGEMENT & CULTURE DEVELOPMENT
o Implements the company’s value-based culture development program—The Jollibee Way, which contains learning resource library and curriculum that guide the employees in learning and assimilating the Jollibee way of life. o Conducts studies and research on values and culture development to further the company’s change management efforts.
o Provides consulting to Employee Relations Group for the enhancement of the company’s rewards and recognition program.
C. POLICY FORMULATION/REVIEW
o Conducts review and studies for the rationalization and enhancement of HR policies o Provides inputs and practical recommendations to address employee concerns as regards HR policies and procedures.
o Policies that have been reviewed and rationalized include the following: 1. Employee On-boarding Program Policy 3. Work Endorsement Policy 2. Employee Transfer Policy 4. Employee Exit Policy Organization Development, Senior Associate August 2007 – August 2012 China Banking Corporation
5
A. ORGANIZATION DEVELOPMENT
o Evaluates organizational effectiveness and supports the various units of bank in diagnosing, developing and implementing appropriate measures or interventions proper to their needs.
o Provides perspectives and approaches suitable to specific unit or employee development demands and challenges.
o Undertakes research and special studies on learning and development-based issues and prepares corresponding recommendations and actions. o Designs, develops and implements various value-based OD programs. o Tracks and monitors the administration and completion of assigned OD projects. o Facilitates group processes in aid of design and development of OD programs. o Works hand-in-hand with Organization and Employee Development Head in planning and implementing employee engagement activities. o Provides timely and relevant reports and analysis of key trends and practices in organizational development.
MAJOR PROJECTS/ACCOMPLISHMENTS:
Rewards and Recognition Program
Designed, developed and implemented a Rewards and Recognition system aimed at promoting a culture of excellence and meritocracy in the Bank. The framework includes criteria that recognize the individuals with outstanding achievements both in the local (per bank’s unit) and the national level. Faculty Development Program
Designed, developed and implemented a program that enables the bank’s pool of trainers perform with excellence. The program covers the accreditation process, performance standards and expectations, training curriculum, training tools & equipment and rewards program for the trainers.
Corporate Values Program
Designed, developed and facilitated programs that uphold corporate values such as Values Enhancement and Work Attitude Workshop and Business Etiquette Workshop.
Team Effectiveness Program
Headed the design and implementation of Team Effectiveness Program for the bank’s business and support units. This includes conducting needs assessment and report, program design and development, facilitation of teambuilding workshop, and implementation of other OD interventions.
Customer Service Program
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Assisted in the development of customer service programs and participated in customer service projects like SPEED (Swift, Prompt, Efficient and Effective Delivery of Service).
Employee Exit Program
Designed and implemented a program where separating employees with issues or concerns about the organization are given special attention, heard of and counseled. The program also helps identify work environment issues and thereby serves as a feedback mechanism for the development of suitable OD interventions. B. TRAINING AND DEVELOPMENT
o Identifies training and development needs of the organization through job analysis, feedback mechanism and regular consultation with business and support units of the organization.
o Designs and develops training courses as determined by appropriate training needs assessment.
o Acts as facilitator/group process leader in designated training programs and courses. o Amends and revises programs as necessary, in order to adapt to changes occurring in bank.
o Assists the business and support units of the bank in diagnosing and solving specific training programs, either one-on-one or as a group. o Contributes in the conceptualization, implementation and evaluation of various training programs.
TRAININGS HANDLED/FACILITATED:
Strategic Planning Workshop, Management Development Program, Supervisory Development Program, Fundamentals of Leadership, Team Building Workshop, Values Enhancement and Work Attitude Workshop, Business Etiquette Workshop, Code of Ethics, Customer Service Workshop, Managing Transition Seminar, Nature of Banking, Career Planning Workshop, Effective Presentation Skills Workshop, Conducting Meetings Workshop, Coaching and Counseling, Managing Generation Y Workforce
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