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Manager Service

Location:
St. Louis, MO
Posted:
December 10, 2020

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Resume:

PROFESSIONAL PROFILE/ACHIEVEMENTS

Senior Leader with over 15 Years of Experience.

IT Software Business Transformation Infrastructure

●Leadership: Transformed challenged areas of the business by designing and implementing new service models and leading org-wide strategic initiatives focused on performance improvement (establishing KPIs, creating performance dashboards/scorecards, etc). Selected to serve as Executive Sponsor in the Emerging Leadership Program that was an exclusive development program for high potential/high performing new and up and coming leaders.

●Project Management: Demonstrated success managing project/program budgets ranging from $800K to $16M for teams that included onshore and offshore resources. Served as project leader for larger, cross-functional initiatives that drive performance improvement, financial gains, customer satisfaction and improved compliance.

●Program Management: Established portfolio management practices (e. g., pipeline management, risk management, issue management, and resource management) for a Center of Excellence to maintain portfolio viability. Directly responsible for up to 40 resources that managed/implemented projects in the following verticals: Healthcare, Manufacturing, Retail, and Banking.

●Technical/Systems expertise: ADP Workforce Now, ADP RUN, ADP Globalview, ADP Vantage, Kronos Workforce Ready, Kronos Workforce Dimensions, Salesforce, Peoplesoft, Microsoft Project, SAP/Success Factors, Smartsheet, Oracle, Sharepoint, Avaya, Workday, Workfront, JIRA

PROFESSIONAL EXPERIENCE

LEWIS JAMES PROFESSIONAL- (July 2020- Sept 2020) 2020–2020

EQUIFAX (Contract)

International Implementation Manager

Contract Project Scope: Leading the Canadian client implementations for the Workforce Solutions group.

●Responsible for implementing the following applications: Verification of Income (VOI), Verification of Employment (VOE), Record of Employment for all Canada based operations.

●Additional responsibilities include: creating and managing project plans, Quality Assurance- (QA), and leading user acceptance testing (UAT).

JETSET CONSULTING- (Nov 2019–Mar 2020) 2019–2020

Director of Payroll Operations (Contract)

Contract Project Scope: Client was transitioning to a new Payroll and HR platform. Successfully led the implementation of their new suite of services, standardized operational procedures, and resolved outstanding compliance issues.

●Responsible for overseeing payroll and HR initiatives for all US based operations.

●Led the execution of all tax compliance related activities, including year end payroll tax filing.

●Created strategies for change (business continuity) and transformed operational processes and procedures.

●Reported key business metrics and trends against organizational goals and objectives including adherence to policies.

KRONOS - (Feb 2019–Oct 2019) 2019–2019

Senior Project Manager (PMO)

Portfolio Budget: $5M Team Size: 7 IT involvement areas, 20 plus resources in the US and India

Project Methodology: Agile and Waterfall

●Managed $5M budget for product implementations within a SAAS environment for full Human Capital Management suite of services. Services include: Timekeeper, Accruals, Payroll, HR, Attendance, Scheduler, Talent Management (Kronos systems used: Workforce Central, Workforce Dimensions, Workforce Ready)

●Partnered with a team of senior level IT (Integrations, Data Conversion, Development) and Solution consultants to deliver on project milestones throughout the life of the project for various multinational corporations.

●Built relationships and negotiated new contracts with senior executives (CIOs, SVPs, VPs, Directors).

ADP – (Mar 2006–Jan 2019)

Global Payroll Manager (Client Services) 2017- 2019

Led the initial growth initiatives to build out multiple service teams for new service offering, ADP Streamline, while serving as the main global contact for technical advisement and compliance related activities.

Budget: $3M Team Size: 18 team members in the US and Canada

●Led global payroll operations, tax compliance related activities, and provided technical advisement as needed for a $3M book of business.

●Creates and documents processes and procedures relating to daily, quarterly, and annual tax processing and reconciling.

●Manages the timely handling and resolution of tax notices with agencies.

●Managing all year-end activities and provide guidance and strategy for the processing of annual income and W-2 statements

●Guaranteed consistency and accuracy of payroll and service delivery through strategic operational control development by establishing an operation management system (performance dashboard) to track and measure performance.

Senior Program Manager (IT/PMO) 2015–2017

Portfolio Budget: $16M Team Size: 40 team members

Project Methodology: Agile

●Appointed to lead Center of Excellence created for the launch of new benefits tracking software.

●Provided hands-on leadership and guidance to a project team and created full lifecycle project plans.

●Responsible for assignment of tasks, gathering of project implementation requirements, hours allocation, and determining tools necessary for successful implementations for a $16M budget.

Director of Client Services 2013– 2015

Led business operations for newly created service utility for clients that processed payroll over the phone.

Organization Size: 148 associates in the US, Philippines, and India Team Size: 17 Service Managers

●Developed and implemented division-wide Service methodology and standardized practices.

●Oversaw operational excellence for the Client Service organization partnering with cross functional teams including but not limited to Workforce Management (WFM), Quality, Finance, and Learning.

●Set the organizational standards for KPIs, created a service driven performance dashboard.

●Directed global shoring initiatives through technology planning and deployment, and service strategy modifications to improve customer support bandwidth.

Implementation Manager (IT/PMO) 2010–2013

Portfolio Budget: $800K Team Size: 12 team members

Project Methodology: Agile

●Reviewed clients’ product demands and created customized project plans for an $800K budget.

●Managed team of Payroll and Benefits Implementation Specialists that were responsible for the implementation of HCM/HR software solutions and payroll processing post implementation.

●Managed all year-end tax filing activities and provided guidance and strategy for the processing of annual income and W-2 statements

●Ensured all implementations/projects were completed on time, within budget, and met the clients’ expectations.

Call Center Manager 2007–2010

●Managed regional call center that serviced small business customers for their payroll and HR needs.

Implementation Specialist (IT/SaaS/PMO- payroll and HR) 2006–2007

●Evaluated clients’ needs, developed configuration to support their business processes, and implemented payroll and HR software for small business customers.

EDUCATION

Master of Business Administration, University of Phoenix – Phoenix, AZ

Bachelor of Science in Business Administration, University of Phoenix – Phoenix, AZ

Associate of Applied Science in Paralegal Studies, Patricia Steven’s College – Saint Louis, MO



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