Director HR Admin
Lead the HRIT and Quality functions for the North American HR Service Delivery Center of Excellence.
- Captured $2 million in savings by opening HR support centers in India and Philippines.
- Implemented the first employee satisfaction survey deployed by HR Service Delivery.
- Successfully improved employee satisfaction scores from 50% to 90% in a year by implementing service focus, streamlining and standardizing business processes, and introducing quality measurements and standards.
- Implemented PeopleSoft CRM as the single HR case management system and deployed to U.S., Canada, India and Philippines. Supported the adoption of the CRM tool as the global standard for HR which was deployed across the firm over 3 year period.
- Built the HR Quality Assurance team and established key process reviews that increased accuracy of transactions processed from 90% to 99+% over two year period and increased the quality of call center agent transactions.