Service Delivery Call Center, HR Operations, HR Manager, HR Proj Mgmt

Amy Rose Gordon

************@*****.*** West Grove, PA 19390

Linkedin.com/in/amy-gordon-1211a4a 610-***-****

Strategic Human Resources Leader

HR professional focused on owning, building, executing, and optimizing processes, policies, systems and teams

Strategic Human Resources leader with extensive global experience working for market leaders engaged in the Cloud and technology industries. Proven background in Human Resources Operations leadership to transform organizational performance aligned to business strategy. Exceptional ability to collaborate and influence leaders at all levels of the organization and use business acumen to drive productivity and business results.

Business Transformation Leadership and Team Development

Business Readiness & Change Management Cloud Implementation

Process & Operations Optimization Mergers and Acquisitions

Project Management People Management

Vendor and Relationship Management Policy Development and Ownership

Communication and Influencing Compliance

Professional Experience

JP Morgan Chase; Newark, DE 2018-present

JPMorgan Chase & Co. is an American multinational investment bank and financial services holding co. headquartered in NYC.

Service Delivery & Escalations – U.S. Payroll and Time & Absence

Led servicing for Tier 2 and Tier 3 cases in all U.S. Pay and Time areas while partnering with HRAnswers Call Center to optimize the engagement and hand-offs.

Developed the business requirements and worked with Technology to build an interim system solution to capture the intake of escalations from the Call Center to alleviate the fully manual process in place. This solution provides greater transparency for all teams and allows for senior management level reporting and metrics.

Assembled SME teams to address high-level complex escalations. Diffused employee escalated situations using problem solving and negotiation skills, overcame objections and addressed urgent situations.

Created a Knowledge Session series to help upskill the Call Center agents in areas where escalations and cases trended in the high volumes. Reported a marked decrease for those topic areas as a result.

Built partnering relationships with key contacts in the HRAnswers Call Center organization and HR CoEs. Received multiple Peer Recognition Awards from these contacts for the standardization and enhancements made to the escalation process and the positive impact on the team’s interaction and overall employee experience.

Led daily Root Cause Analysis meeting with Team Leads and technology implementation partners to analyze priority escalations with repeat issues to identify systemic causes, process improvements, and payroll “watchlist” candidates.

Assessed individual case communications for clarity, details, and suggested standardization for inclusion in Call Center knowledgebase.

Business Readiness & Change Management Lead – U.S. Payroll

Supported the smooth migration and implementation of the HR Information System from PeopleSoft to Oracle HCM by leading the business readiness and change management for U.S. Payroll (~162k employees, biweekly and semi-monthly).

Performed as interim Project Manager: built out a detailed project plan, led Payroll War Room logistics, owned the technology gap listing, and managed the needed legal reviews.

Collaborated with Technology team and managed the business book of work to develop lean specs, test, and sign-off on 85 integrations moving this workstream out of the red status and off the risk list.

Led comprehensive change impact assessments and worked with Payroll product owners to understand, prioritize, and implement strategic changes, building out a business readiness plan ensuring end-user readiness.

Handled stakeholder engagement and communication by creating and presenting various levels of materials on change identification, risk management, data analysis, and process improvement.

Provided content and messaging direction to other enabling partners (e.g. Communications, Training, Knowledge Management) and validated through system testing.

Identified, tracked, and partnered with various SMEs to deliver SOPs, job aids, training, knowledge articles, system Smart Tips, and user experience support from a change management perspective.

Conceptualized the strategy for senior management approval, then designed and implemented a new Operational Documentation repository that met all business, security, and compliance requirements for Pay and Time & Absence.

SAP America, Inc; Newtown Square, PA 1999-2018

World’s largest provider of enterprise application software and THE Cloud company with over 83,000 employees

Global Implementation Lead – Manager, Human Resources Service Delivery

Global HR Lead for implementing SAP Fieldglass (external workforce system) world-wide in a compliant and best practice manner. Project Lead responsible for Temporary Staff and Worker Management workstreams globally.

Drove development and implementation of global processes meeting country-specific requirements as well as business needs in 100+ countries; went live with 30,000+ external worker records in one global instance

Implemented Temporary Staff solution in 14 large volume countries covering 70% of $40M spend annually; developed simplified standard for remaining small volume country implementations

Managed audit, SOX, and GDPR requirements ensuring 100% process compliance

Created detailed project plan covering multiple stakeholder areas; managed end-to-end initiative, tracked timely completion of deliverables, engaged key stakeholders, maintained big-picture lens for overall project success

Led virtual global cross-functional team: Procurement, Finance, Compliance, Legal, IT, HR, and Tax; partnering with other teams in their areas of expertise as required

Developed global communication plan for stakeholder management: Executive, Sr. Management, CoEs, and country teams; drove end-user change management and customer satisfaction surveys

Analyzed and implemented new releases and functionality rolled out application-wide; 3+ releases scheduled annually

Manager, Global External Workforce Center – Human Resources Service Delivery

Created a brand-new global team within the HR community to oversee and manage all non-employees world-wide engaged at SAP. Developed global and country-specific policies, processes, and tools to ensure the compliant management of all external workers (30k+).

Managed personnel on a global virtual team (14 FTEs); scored “high” on 360 feedback annual reviews

Partnered with Procurement on Vendor Management; Awarded 5+ contracts annually in country for Temporary Staff per RfP

Collaborated with various stakeholders to create country-specific External Worker policies (~100+ countries)

Met audit, risk, and compliance requirements on an annual and ongoing basis

Empowered the team to achieve the highest customer sat. rating in all of HR Shared Serv. on a monthly and yearly basis for 3+ years

Defined and owned data governance for all external worker data globally

Manager, Human Resources Service Delivery

Led an organization of multiple teams within the Americas HR Shared Services Center responsible for service delivery across the Americas of HR processes and programs: Total Rewards, Mobility, Recruiting Operations, and General HR (18 FTEs plus team of Temp Staff workers).

Created and implemented an engagement model between the Americas HRSC and the HR CoEs which greatly impacted the working relationships as well as HR’s ability to deliver on HR services

Successfully led and participated in multiple regional and global projects and workstreams for HR Ops, Total Rewards, and Mobility

Effectively managed North America’s benefit administration for over six Mergers and Acquisitions (largest being 6500 EEs), while continuing to attain our high customer satisfaction results

Managed vendor relationships to ensure SLAs and issue resolution while maintaining high customer satisfaction and focus on service value add; Built data file interfaces and integrations with benefit vendors ensuring data integrity and timeliness

Identified and captured specific business requirements to partner with IT on improving processes and integrations; led the testing process for new functionality; drove end-user change management; liaison between IT and HR CoEs

Project Manager, Human Resources Service Delivery

Human Resources Shared Services, Tier II Representative

International Human Resources Representative

Human Resources Business Partner

HRIS Analyst

Education

Bachelor of Science, Human Resources Management – Wilmington University (2000)

Graduated Cum Laude and member of Dean’s List

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