SKILLS SUMMARY

Organizational Development Training Design and Implementation

Career and Succession Planning Culture and Change Management

Performance Management Proj. Management & Implementation

Recruitment and Talent Acquisition Compensation and Benefits Structure

Employee Relations & Employee Engagement DOLE Compliance & Labor Relations

EMPLOYMENT BACKGROUND

Senior Manager for Managed Services – TDS Global Solutions November 2019 – June 2020

Manage full range of end to end business solutions from Market Entry, RPO, Training, HR and Payroll to Rewards and Benefits. Oversight of the daily operations of the managed services team and ensures generated revenue from both existing and new clients.

Develop clear service level standards that define expectations and create accountability for delivering enhanced value of different HR service offerings.

Cultivate deep working partnerships with both internal and external stakeholders

Establish and own the long term vision for HR Services which includes analyzing cost structure, service consistency, process optimization and increased revenue goals for the department.

Identify and execute initiatives that improves the company’s ability to serve and build relationships with its clients/partners

Establish the monitoring and reporting of KPIs and SLAs for the HR Services Function to continually optimize processes and deliver on objectives.

Training Manager – iQor Philippines December 2018 – November 2019

Responsible for strategy and execution for various talent development functions including; curriculum development, leadership onboarding, training logistics. Owns new line of business launch, readiness and continuing education

Created a structured training process for the ramp of 1000+ agents for a new line of business

Responsible for providing strategic leadership onboarding process to equip new leaders for their role and mapped headcount support ratios to target ramp plan and delivery

Partners with all internal clients and client stakeholders to support revenue growth and training needs.

Training needs analysis and post training assessment projects.

Responsible for Training Department P&L, stakeholder, client, and employee satisfaction

Country Manager, Human Resources and Administration – Hastings Trading E Servicos LDA T/A LBOS Philippines RHQ. (Regional Headquarters of Lyca Group LLC) January 2015 – November 2018

Primarily responsible for ensuring that the organization's goals are aligned with the employees' knowledge, skills & attitudes. Starting from talent acquisition and is linked through the overall learning program for employees built through organizational diagnosis, gaps analysis, skills training & process improvement monitoring.

Headed ISO 9001:2015 UKAS Quality Management Systems Audit for captive site in Manila ensuring all process from new hire to exit is streamlined with our London head office.

Responsible for providing strategic HR support to overall call center functions while also performing employee relations and engagement activities. Point person on matters pertaining to Code of Conduct compliance and employee discipline. Managed recruitment and sourcing activities, planning and improvement on recruiting strategies.

Conducts Performance Management across all verticals. Mitigated risks by ensuring Labor compliance and thorough exit management checks. Building cost efficient strategies by researching market salary bands for key positions and maintaining budgets for recruitment, training, office and operational expenses.

Global Training Manager – Hastings Trading E Servicos LDA T/A LBOS Philippines RHQ. (Regional Headquarters of Lyca Group LLC) January 2014 – January 2015

Managed and Certified Trainers and Nesting Supervisors following Company specific Training Programs.

Headed ISO 9001:2008 UKAS Management System Audit for captive site in Manila ensuring all training process is streamlined with our London head office.

Spearhead training ramp plans and implementation of related training activities by managing training timelines, nesting and OJT requirements, trainer bandwidth, training headcount, logistics, training costs and expenses in line with company mandated processes and financial requirements for Manila, India, Morroco, Poland and UK sites.

Handled business growth transformation from 45 full time employee’s to 700 FTE’s to date. Managed all transitions from new hire recruitment to training to Operations and managed performance by ensuring KPI’s are met as per standards required by the head office.

Project Planning to Implementation and Continuous Process Improvement to ensure business sustainability while balancing the factors affecting overall operational costs by consistently driving efficiencies strategy and implementing employee engagement activities.

Training Lead – One World Connections January 2013 – January 2014

Managed training resources for aggressive ramp requirements for both Customer Service and Sales accounts

Provide direction in finding creative solutions for the training and development of people, through a variety of different learning methods including mentoring and coaching.

Following training and development guidelines as defined by the company

Implementing ongoing knowledge management improvement cycle by collecting and analyzing document awareness results, CSR feedback about available documentation, initiating surveys and taking actions for improvement.

Headed intervention activities to close and address identified Operations/Process/Quality performance gaps

Head of Sales Training Manager - Elipsys Global Inc. November 2012 – December 2013

Lead and direct the learning culture and vision of a start-up company.

Led initiatives in culture management and execution of strategies to promote the corporate vision and values

Develop/Implement learning structure and programs for outbound sales agents

Recruit, Hire, Train. Manage and Develop a team of Trainers and Performance Coaches (Transition Supervisors)

Support the Site Director by providing development to the on-site Leadership Team in order to deliver business objectives.

Responsible for strategic planning, budgeting and financial management for the organization development and training cost code

Training Lead – Transcom February 2008 – June 2012

Ensures training delivery plans are reinforced, coordinates with Resource, Operations and HR regarding schedules and reports training completion rates to the Training and Quality Manager

Be central and responsible point of contact in the site for training. Ensures that leadership of training is permanently visible and positively impacting results

Creates processes, conducts needs analysis and plan appropriate training intervention to continuously improve learning development.

Led the development, implementation and management of initiatives in succession planning, career development, talent pooling and growth strategies

EDUCATIONAL BACKGROUND

Web Design, Certified Internet Professional Course Informatics Computer College

CHARMAIGNE ISADA

Seasoned Learning and Development Leader, HR Expert

4 Inglewood St. Parkplace Village, Cainta, Rizal

+632-******* and +639**-*******

adh06x@r.postjobfree.com

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