JUFFRI ALIAS

• Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
• Developed high-quality documentation to support training efforts, helping employees fully understand new systems and procedures.
• Streamlined project management with effective communication and collaboration across cross-functional teams.
• Performed gap analysis between existing systems or processes and desired state, identifying areas for improvement or enhancement.

CLIENTS:

dsm-firminich

• Change request management and testing, as well as knowledge transfer support for the existing BA team.

Novartis Learning & Talent

• Preparing transition guidelines and exit criteria to go to BAU, creating and revising training documents (desktop procedures) as well as assisting Diana Husariu with QA implementation.
• Successful go-live for the Novartis Learning & Talent implementation project, with work comprising of process flow and dekstop procedure creation, FTE baseline calculation, stand-in Team Lead for the Traintrax Learning Admin team in India, and general SME / business analyst role.

Sanofi (potential new logo presentation)

• Involved in the oral presentation for a potential new Leaning Services logo - Sanofi.
• Presented on the end-to-end learning administration process flow. Also was doing testing in the Jira CLAS to be demo ‘ed in the session.

Astellas

• Change request assignments.

Bayer

• Ad-hoc work for the Bayer project in redesigning and optimizing process flows in Visio.

Atos HRO

• Provided general feedback with regards to the Atos HRO Termination process.

PwC UK Instructor Resourcing Services (IRS)

• Project Manager for PwC UK IRS - Document / Data Repository Audit Project. Project was successfully completed.
• Revising and optimizing the training documents (process flows and desktop procedures) as per requirements from the business.

Toyota Financial Services

• Created one-pagers for 23 processes, as well as a combination of process flows, desktop procedures and training powerpoints for 27 processes.

• Learning Services Lead for Credit Suisse back-end learning administration. People manager of 8 direct reports (1 Team Lead and 7 Learning Operators).
• Support the Service Delivery Manager (based in Zurich) in terms of planning, design and realization of core and strategic initiatives.
• Liaise with onsite Conduent teams based in client hubs (Zurich, New York, London, Singapore and Hong Kong) for deliverables. Control and coordinate task assignment between KL offshore Learning Operators and Conduent onshore Learning Administrators (at client hubs).
• Generate monthly reporting figures, analyze figures and take appropriate action whenever required. Implement process improvement and best practices based on Lean Six Sigma initiative.
• Responsible for team Skills Matrix and corresponding cross trainings. Quality-management of internal/external processes, documented in Desktop Procedures.
• Conduct periodic performance reviews with team members, based on agreed KPI’s.
• Host bi-weekly teleconferences for APAC Conduent Learning Administration teams.
• Successfully improved team performance and quality when joining the project in 2010. KL team’s SLA went from AMBER to GREEN after 4 months, and has maintained in GREEN status until now.
• Assigned as process trainer during service transformation phase in late 2012. Conducted training for Conduent Learning Administration staff at client hubs in Singapore and Hong Kong. Transformation phase was a successful initiative for Conduent / Credit Suisse.
• Successfully implemented a new tracking tool developed by Conduent for Credit Suisse. Was extensively involved in the testing phase, pilot phase and subsequent go-live of the tool.
• Awarded People Manager of the Quarter for two quarters due to outstanding staff engagement and operational excellence.

• Process Guardian for the entire Thomson Reuters Global Editorial Service Desk.
• Conduct regular review on performance with Project/Account/Service Delivery Managers, client and other team-members to obtain proactive feedback, and to implement changes and improvement to the service.

• Team Lead for MOE, TNB, EON and all Sapura Marketing Klang Valley / national projects.
• Accountable for Customer Service Technician’s (CST) delivering the services required.
• Accountable for all contractual SLAs within allocated team.