Support Agent Data Entry

Mariam Honaine

Lebanese Nationality, Single, & Bilingual (Arabic English)

Email **********@*****.***

United Arab Emirates

Vaccinated 3 dozes (certificates available)

Contact # 009**-**-*******

https://www.linkedin.com/in/mariam-honinie-5849b11a

About Me

HR professional with nearly 15 years of HR Generalist / Operational experience. Lead many senior HR roles at different levels, gaining the best HR practices that developed my career all the way from HR Management Trainee to Country HR Manager. Some of area’s covered are organisational development, training & development, policies and processes, HR compliance, employee relations, performance management, payroll & other operations. My areas of expertise covered countries I travelled to such as Kuwait, Oman, Bahrain, Qatar, UAE, and Lebanon.

Objective

My personal aim is to always work towards improving business performance side to side with employee’s progress and development to reach the goal which is success through exploring new challenges and innovative ideas.

Education

Degree: University Bachelor’s Degree - English Literature

Lebanese University of Beirut - Lebanon - 1994

Certification Program

MPC - Meirc Professional Certification Program/Meirc Training & Consultancy

(Held for Majid Al Futtaim in 2013)

Certified by HR Professional

Functions & Responsibilities

Part of Business Strategy

(Supported monetary goals of company/provided opportunities for employee’s growth)

Defining Jobs/Manpower planning

Creating profiles & job descriptions; listing approved budgeted jobs

Staffing & Recruitment

Induction and manpower planning

Welcoming new joiners/staff survey

Organisational Development

(Manage change through aligning strategy, staff & processes Using internal & external tools (SWOT, PESTL, Surveys.)

Appraisal & Staff Performance

Setting up company objectives (KPIS) and priorities

Setting rules and procedures

Conducting training

Reward & Talent Management

(Management trainee programme, School Academy, Career growth scheme)

Employee Engagement

Communicate positivity

Coach managers on staff wellbeing, encourage healthy environment, promote growth & opportunities, recognise achievements

Employee Relations (ER)

Create clear and honest work environment (keep promises, integrity)

Resolve employee-employer issues; trust, safety rules; attendance; hygiene, code of conduct; grievance; recognition & appreciation game plan

Learning & Development

Analysed training needs; planned yearly internal/external training; conducted training; reviewed training material

Staff Handbook & Policies

developed, reviewed, and implemented

code of conduct/ethics

Payroll Management

Delegation of authority; policies; salary scale; bench marking; staff attendance; developed field parameters with IT

Disciplinary Procedures & Dismissal

Developed list of rules in coordination with MOL; integrity hotline; investigation committee

Day to Day HR issues

Management & Staff briefing, meeting, external team building, open door policy, reports.

Ministry of Manpower Complaints

Staff concerns, problems, and issues

HR-Legal-Labor Law compliance/HR Audit/Investigation

Core Skills

Solution Driven

Resolver of issues

Influencer

Courageous

Understand and care

Collaborative

Reliable

Take responsibility

Determined

Sympathetic

Kind & Appreciative

Optimistic

Work Experience

June 2022 to Present

LUSH Fresh Handmade Cosmetics (UAE & Bahrain)

People & Payroll Manager

Staff welfare & communication

Grievance & investigations

Managers & Staff Support

Payroll Management & Processing

Quick and transparent Staff onboarding including Government relations activities

Respectful and timely off-boarding

Employee Records management

July 2021 to June 2022

Business Partner/HR Consultant

Ashkal W Alwan Trading

Responsibilities:

Setting up HR operations

Planning and Strategy

Participated in the Business Plan/Budgets

Compliance and Legal Responsibilities

Networking, Marketing, and Sales

Customer Service Duties

Employees and Human Resources

August 2020 to June 2021

Freelance Services/HR Operations Consultant

Services:

Life Coaching: Improve your "General Well-being" in areas of life: relationships, job and businesses.

Teaching English (online): Specific skills and preparations for teaching English online.

Managing your class: How to keep their students on-track and deal with difficulties.

English for Beginners: Nouns, Pronouns, Verbs, Preposition, Conjunctions, Adverbs, Interjections, etc.

Typing Services: Document typing in English and/or Arabic

Translation: Translating English to Arabic and vice versa professionally.

HR: Creating training material: HR Induction, Managing Conflicts, How to Create a Training Plan, Time Management, and more

HR: Setting up an HR Function: Hiring, setting up organization structure, Defining Hiring Strategy (Recruitment Guidelines) & positions, and setting up joining formalities (probationary assessment evaluations, exit interviews, staff survey, staff attendance, induction.

10/2018 to July 2020

Group HR & Administration Manager

Al Ahli Holding Group – Dubai, United Arab Emirates

UAE (Dubai, Abu Dubai, Al Ain, Ras Al Khaimah, Fujairah) and Oman

Business Functions/Activities

Dubai Outlet Mall (Retail), New Age Fitness (operator of Golds Gym International), 117 Live Events, Rethink Technologies (Information Technology).

Emirates General Construction (Contracting), Gulf Spring (Contracting), Al Ahli Plastics (Manufacturing), Emirates Engineering & Steel (Manufacturing), Al Ahli Transport.

Responsibilities

●Overseeing all areas of HR, including compliance, employee relations, performance management, recruiting, benefits, and training and development.

●Providing HR consultation, supporting senior management with designing the business strategy and operationally rolling it through to different business units.

●Managing the recruitment process for employees (manage orientation of new employees, process of probationary reviews, employee evaluations and terminations).

●Analysing skills and qualities required for each job across the units.

●Developing strategic objectives and KPI’s across all the units.

●Managing contracting process and directly involved with the senior management levels.

●Identifying training/skills/competency needed within the Group.

●Coordinating career development & succession planning in partnership with line management.

●Developing a skills development plan for staff within prescribed timeframe based on needs of each Business Unit Manager.

●Controlling execution of all HR transactions submitted to ensure compliance with Company Internal Policy.

●Implementing performance management initiatives to ensure enhanced skills and knowledge.

●Overseeing and managing the probationary Period and Annual appraisal system, ensure goals are set and KPIS.

●Updating and implementing all HR policies and procedures.

●Budget and Cost Management control – driving HR related cost saving and managing HR budgets as set by senior managers and working in conjunction with Head of Finance.

●Managing the HR system and compile monthly management reports as required.

●Acting as a support agent to all the Business Units, General Managers, Head of Departments, Regional Managers, COO, and CEO, across UAE, Oman & other businesses.

●Providing consultation to Top Management, on various related business HR issues (Job Descriptions, KPI's, employee relations, Labour & Complaints, Budgets, Benefits, recruitment, staff performance review, inspections, disputes and penalties, communication, and external updates.)

●Managing court cases and MOL complaints with Legal Team.

●Managing Employee Relations and Grievances.

●Investigating all cases arising due to breach of policies and procedures (such as fraud, theft, absenteeism, unethical behaviour, low performance, harassment, and absconders).

Achievements:

·Developed and managed the Personal Objectives per BU

·Trained and advised department heads on HR policy and procedures

·Introduced new benefits to employees and managers

·Conducted training needs analysis/ developed training plans

·Developed a business continuity plan at time of Covid-19

·Enhanced the code of conduct process and company values

·Conducted Monthly meetings with Business Units to resolve all their concerns

·Acted as coach/consultant to senior leaders of each activity on HR related issues

·Up to date with applicable Labour and employment laws and legislation.

05/2015 to 09/2018

Head of HR and Administration Manager (New Age Fitness (Operator of Gold's Gym International) -UAE & Oman - (Operational and Strategic HR management)

●Defined the HR strategy for Golds Gym with Group Heads and COO

●Assessed existing framework of Learning & Development. Proposed learning programmes and opportunities to deliver business objectives.

●Reviewed and Implemented HR Policies & restructured GGI's Manpower Headcount for 15 Clubs across the UAE. Controlled monthly budget vs actual Staff force & established the HO and GGI's Organizational charts. Managed payroll & visa department. Restructured Staff accommodation.

●Set up GGI's HR business Structure for Oman, reviewed and designed internal HR forms and applications and developed Reward and Recognition criteria for employees.

●Evaluated CGM's as per CEO request for all units based on Budget’s achievements, audit reports and performance.

●Conducted performance review analysis for all the staff & managed Recruitment needs with each BU for hiring experienced Fitness Managers and Staff at different levels. Designed H.R. induction presentation and H.R. awareness on rules and regulations.

●Conducted training to Regional Heads on HR Function Processes and how to develop KRAs and KPIs.

●Developed Succession planning for internal staff, exit interview Analysis, Staff Disciplinaries

●Conducted Weekly club visits across UAE to support CGM's, BU's and Regionals

1996 to 2014

Majid Al Futtaim Group of Companies

UAE, GCC & Lebanon

Supporting other countries

(Syria, Iraq, Georgia, KSA..)

2012 to 2014

Country HR Manager

Beirut City Centre - Majid Al Futtaim – Beirut, Lebanon

Reported to Regional District Manager

Set up the country Strategy with senior management

Developed Business Continuity Plan.

Set up the Human Resources department for MAF Carrefour's first presence in Lebanon.

This included both head office and the store Hypermarket (Commercial and Service Department).

Involving the Organizational Structure; (department and sections)

Manpower Planning (defining the jobs) and Budgets

Reviewed the staff cost percentage Budget of Store and Head Office for year 2015 by reducing many operational expenses (staff uniform, stationary, service providers)

Reduced Annual Leave provision in 2014 to 50%. Reduced negative amounts in Full and Final settlements of employees by 35%.

Staffing and recruitment (recruited around 1000 employee)

Recruited a range of staff force between 800 to 1200 employees, positions Food and Non-Food staff level, middle management, and senior managers based on job description and approved competencies

Legal Contracts (in coordination with legal team)

Interviewed Managerial positions for Head Office operations as part of support to their operations, project manager and audit manager.

Learning & Development

Planned knowledge tracker for staff and managers according to approved training material

Conducted training for staff and senior managers along with external consultants

Participated in change of process through subcommittee of el-earning project, Security and Safety,

Yearly Planned the External Training across the country based on seniority level.

Policies and Procedures

Supported the Regional manager with the bench market and salary survey for designing the salary scale for Lebanon.

Designed HR Supplementary Policy in compliance with Lebanese Labour Law, aligning it with default company policy.

Supplementary Policy (compliance with Ministry of Manpower)

Built the HR Standard Management according to Lebanon MOL.

Performance Management

Developed Staff Evaluation Performance Criteria.

Built up salary increase percentage system to be online with country pay scale.

Reduced training external cost by involving managers from different countries attend in Lebanon it module.

Upgraded many supervisors to managerial level positions, supporting career development and staff cost budget saving across the company.

Successfully transferred Department Head Level to Assistant Store Manager to Iraq within a year.

Reviewed SWOT analysis according to the country economical and security situation.

Analysed points of weakness and build up Action Plan to improve the communication, teamwork, working environment, career development and daily operations.

Reviewed quarterly the customer complaints log and build up an action plan to assist store management improve work performance.

Reviewed Quarterly Probationary Evaluation of newly hired managers.

Internal Rules and Regulations

Approved Disciplinary Actions for employees based on Country Law and Internal Company Policy.

Disciplinary guidelines as per country rules and regulations

Pension and social security

Set up and internal system with finance team to calculate pension as per the country rules.

Recorded with Social Security within 15 days of employment to avoid penalties imposed.

Day to day HR operations

Participated in Lebanon Career Fair “Biel” and registered a total number of applications of 1,500 in one day. Participated in 4 University Career Fairs.

Built connections with MOL, lawyers, consultants, and service providers.

Conducted Exist Interviews for Junior, middle and senior manager level.

2009 to 2012

Human Resources Manager

At different store locations

Ajman, Sharjah, Mall of the Emirates and Deira City Centre

Reported to Group Vice President Human Resources

supported other countries

Staff Manpower between 250 to 1200

Organizational Development

Organized with the Head of departments and store general manager the Store Priorities end of each year to develop the Key performance indicators needed to successfully achieve targets

Performed SWAT/PESTLE analysis for each department to review internal and external factors that may influence or impact the performance of the store targets.

Staff Surveys from HR and CCO were used to highlight complaints to avoid in future

Follow up monthly with the store GM the progress of the priorities agreed with each section.

Daily meet with the Department heads & store GM to discuss urgent matters that need to be resolved immediately.

Staffing & Recruitment

Biweekly plan the manpower per department and section ensuring to ensure availability of enough staff covering the selling area from cashiers, stockers, trolley boys, supervisors, section, and department heads etc.

Managed the staff attendance, accommodation, and transportation

Learning & Development

Part of academy that was developed to training internally and develop potential staff.

Managed the talent pool across the store and supported other stores promoting existing employees to start a new challenge

Supported management with reviewing material of training of school academy

Monthly review the talent pool list to encourage and increase employee engagement.

Arranged external learning sessions with external consultants for senior managers.

Supported HO delivering training materials for employees and managers

Staff Survey

Conducted monthly staff survey, 10% of each department was invited.

Conducted exit interviews for ex-employees

Submit reports with recommendations to resolve staff concerns and main issues.

Payroll Management

Weekly reviewing the attendance, new joiners, leavers, increments, promotions, transfers, and other payroll truncations.

Monthly running payroll adhering to deadlines to pay salaries on time.

Budget Control

Yearly prepare the store budget with finance and Store general manager in coordination with HO.

Involving estimation of new joiners, leavers, increments, promotions, bonuses, allowances, accommodation payments, visa, medical, insurance, leave, gratuity, accruals, etc.

Training

Conducting HR induction for new joiners and refreshing existing staff inviting to the training session.

Conducting customer care training, train the trainer, duty manager, how to hold an effective meeting, Time management and others.

Planned the yearly training plan for each store (internal and external training) for increasing staff knowledge and career growth purposes.

Attended training myself for personal growth and as assigned by the General Manager of each store.

Sponsored and supported newly hired managers enrolled in the MTP for six months.

Part of e-learning committee to support the development of training material needed for staff development.

Defining Job Descriptions

Yearly reviewed the job descriptions and report updates to Head office management.

Appraisals & Staff performance

Training DH and SM on the

way to appraise staff

Provided guidelines on the rules and regulations as per the policy

Ensured all employees took a fare appraisal

Reviewed with store GM poor performers and potential employees

Staff recognition and Bonus

Celebrated monthly best employee of the month, promoted, transferred to new assignments.

Monthly birthday celebration for all staff

Rewarding monetary payments for high performers

Yearly gathering to update store team on all the achievements and future plan

Part of the deliverables:

Reorganized HR functional Areas to focus on quality and efficiency including recruitment, data management, job rotation, HR communication on initiatives and achievements.

Improved staff accommodation living standards.

Developed Rewards and Recognition program to improve employees' motivation.

Reinforced employee’s development training programs.

Renegotiated company contracts that impacted huge Budget savings.

Supported and Improved the Government Relations Compliance Activities. Employees Grievances.

HR hot and cold communication.

2009

(6 months)

HR Standardisation Project across UAE and GCC countries

Reported to Group Vice President Human Resources

After finalizing the MTP program, I was assigned an HR Project on my own which was successfully accomplished.

Achievements: Implemented the HR Standard Management (administration and policies) across the GCC (UAE, Kuwait, Bahrain, Qatar, Oman)

July 2008 to February 2009

(6 months)

Management Trainee Program

Reported to Group Vice President Human Resources

Training involved understanding the roles and responsibilities of the commercial and service departments in the stores

(5) Commercial departments each having its own subsections:

(HHH, LHH, Textile, Marketing & Consumer Goods)

(10) Services (Management, HR, Finance, Security, I.T., maintenance, decoration, central cashier office, business cycle and receiving department).

6 months training I have finalized the understanding of the Store Structure such as working in the selling area, business cycle, commercial management, money management, administration organization and Human management.

In addition, I was assigned responsibilities to support with:

Manpower planning, Employees Induction and on-boarding activities including Attendance schedule, Employees Administration related tasks, Payroll reconciliation, Medical and Life Insurance, Staff Cost Budget, Company Magazine, recruitment, Market Studies from real estate agents and any related task assigned by the store General Manager.

1999 to 2008

Promoted to Personnel & Administration Manager

Head Office

Reported to Group Vice President Human Resources & General Manager HR

Main Achievements:

HR Department Setup of Retail Division for Carrefour Stores across UAE/GCC

Payroll management

Designed and formulated the HR Payroll forms and templates such as data entry for new joiners, transfers internal & external, salary increments, promotions, additions, deletions, allowances etc.

Creation of Standard Procedures, Rules, and Regulations

Standardised the HR Administration procedures across GCC Stores

Set up of HRMS (forms and offer letters, internal procedures, probationary confirmation, and reference letters, salary certificates, employment certificates and others)

Created company Handbook for staff and senior management

Re-arrangement of filing system

Outlined company revised policies and procedures with KPMG

Formalized job descriptions with Hay Group

Visa Department Setup

Monetary Visa Cashflow setup control (1 million dirham’s)

Setup of visa application forms to manage store recruitment activities (employment visa, family residency, visit visa, labour cards and contracts)

Developed a Tracking system to follow up the work progress with the team.

1996 to 1999

Started as an Executive Assistant

Reported to Group Vice President Human Resources

Supported all the Group Divisions and the HR Team

1996 - 1999

Executive Assistant – Majid Al Futtaim – Group of Companies – Dubai – UAE

1994 - 1995

Operations Admin Assistant – Gulf Marine Maintenance & Offshore (GMMOS) – Dubai – UAE

1989 - 1990

Administration Assistant – World Seas Ships Agencies – (WSSA) - Dubai – UAE

Certifications/Training

Dealing with difficult people & situations

Mental Health Awareness

Mindfulness

Digital Marketing

How to be a Super Learner Diploma

Human Resources Diploma

(150 CPD POINTS)

Life Coaching

Psychology

TESOL Certification

Managing by Objectives (performance management)

Leadership

How to conduct Store Priorities

Performing the Role of Section Manager

Managing/Handling Difficult People

Leading & People Management

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