SARLAH RAGUPATHY

• Responsible for all Industrial/Employee Relations activities at company, including disciplinary actions, grievances, counseling, misconduct and absenteeism for APMEA countries
• To execute disciplinary actions for all misconducts inconsistent with the fulfillment of the expressed or implied conditions of service, inefficiency, indiscipline, negligence or any breach of the terms and conditions of the policies of the Company
• To continuously monitor the implementation of the terms, benefits and conditions of the existing Collective Agreement and company handbook
• Managing the formal case cycle and coordinating the case management process using the required technology and methods of communication, looking for opportunities to resolve the matter informally, where appropriate
• Co-ordinating and delivering training and development to People Managers to coach and upskill them, enabling them to appropriately manage and develop their people and build high performing teams that deliver
• Ensuring a positive experience for all Employees and People Managers, even when processes and situations are challenging ones, by maintaining respect for individuals and delivering excellent customer service at all times
• Providing evidence-based advice and guidance to People Managers on emerging trends and patterns in their respective business area and among their team members and supporting them to address people challenges on the horizon
• This may include such areas as sickness and absence trends, rising cases of disciplinary or grievance, industry wide or external developments or factors etc
• Ensuring high quality collaboration with all other Specialist / Service Centre teams to ensure alignment and consistency of services delivered
• Acting as point of escalation and coach to the Tier 1 Employee Relations
• Administrators where guidance or the benefit of deeper experience is required
• Providing insightful, intelligent reporting to customers to support and maximize business performance
• Identified issues, analyzed information and provided solutions to problems.
• Working with leaders across the GBSC and business HR to deliver and improve
• SLAs and performance, thereby demonstrating added value to the business
• Fostering a culture of service excellence with your colleagues, role-modelling this and coaching other team members to deliver true best in class services to all
• Learned new skills and applied to daily tasks to improve efficiency and productivity.
• Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
• Work closely with Regional HRBPs on strategic planning for the HR teams
• Participated in team-building activities to enhance working relationships.
• Increased customer satisfaction by resolving issues.
• Maintained excellent attendance record, consistently arriving to work on time.

Key Achievements

• Received positive feedbacks from stakeholder throughout the year
• Created the APMEA Disciplinary Matrix
• Created then Service Now User guide for new joiners - CI project
• Promoted employee welfare by maintaining proper protocols throughout investigations and disciplinary procedures.
• Promoted harmonious working climate to boost morale and productivity.
• Answered management and employee questions, interpreted contracts and resolved issues.
• Developed performance metrics and dashboard interfaces to keep track of internal benchmarking and progress against goals.
• Facilitated communication and collaboration with employees and management to encourage teamwork and rapport.
• Managed conflict resolutions to encourage professional and positive relationships and peace and order.
• Documented and updated job descriptions as well as implemented wage surveys.
• Oversaw investigations into discrimination, sexual harassment or other workplace claims.
• Provided expertise on labor and employment laws to help employers make more effective decisions.
• Mediated discussions between employer and employee representatives in attempt to reconcile differences.

• Thoroughly investigate and manage complex, sensitive and often exceptional queries, complaints and incidents, applying employment law and policy as context and using judgment and empathy to reach resolution
• Support the team by participating in live channel interactions 50% of the time
• Adopt best practice case management through customer relationship tools
• Coach people care advisors to deliver the best possible HR experience to colleagues and to encourage development as people professionals
• Collaborate with colleagues in partnering or centers of expertise as examples, to manage queries, complaints and incidents as well as seeking business context, feedback and sharing the great work that we do
• Identify insights and trends to improve our knowledge base, team performance, training and processes
• Apply Continuous Improvement to enhance procedures and ways of working locally and globally
• Represent the People Care team to internal stakeholders within P&C
• Create knowledge resources and maintain internal knowledge base integrity
• Identify and lead continuous improvement initiatives to improve the service we deliver and the experience of our team, (e.g., quality assurance, Global HR policy and process release management.)
• Interpreted stakeholder needs and introduced services to fit specific requirements.

Key Achievements

• Created CSAT reports and QC reports
• Weekly Aging Report creation (Power BI)
• Monthly Aging and Trending Report (Power BI)
• No SLA breach over a year
• Contributed to determination of type and duration of services necessary to meet client needs, consulting families to continually tailor care services to needs of clients.
• Upheld confidentiality requirements and regulatory compliance guidelines.
• Performed as subject matter expert for case management processes.

• Understand relevant procedures and processes for relevant businesses, as well as internal processes for global HR
• Thoroughly investigate complex and often sensitive queries to develop required level of understanding to quickly achieve problem resolution, managing customer expectations, and applying judgment based on higher level of understanding of component systems, processes and policies, being cognizant of setting precedent
• Establish and deliver necessary immediate containment actions and highlight process gaps and inefficiencies, proactively seeking solutions; deliver training sessions where needed
• Identify appropriate key stakeholders relevant to a case, such as Business
• Business Facing HR or CoE's, draw stakeholders together to identify risks and implications of possible solutions and establish recommended course of action
• Use appropriate judgment being cognizant of setting precedents
• Apply periodic administrative tasks as required and according to agreed schedule and timetable ensuring operational reliability and integrity of system maintained in line with business processes
• Work with limited supervision and take ownership of ongoing incident management tasks through to their completion
• Follow defined Problem and Incident Management processes, escalate where necessary and deliver regular updates to customers and management
• Record, analyze and manage cases in HR applications accordingly
• Services Commitment & quality guide established
• Adhere to HRS ways of working and provide second level support for in-scope applications and infrastructure
• Contribute to training of new joiners and support their integration to the team
• Take lead in calls and communications with business as assigned by the Team Lead
• Work closely with other Senior Specialists within the HR Services to ensure that overall operational objectives are met and ideas shared
• Demonstrate the CI mind-set and raise opportunities of improvement proactively by taking ownership of projects and deliver the required outcome with high quality in a timely manner
• Be a role model of demonstrating customer focus and subject matter expertise; Coordinate the resolution of business escalations
• Create, run and provide ad -hoc reports to the Delivery Lead in relation to operational trends Employee Training Cornerstone
• Monitor incoming volumes and manage work allocation effectively to ensure that the service commitments are observed

Key Achievements

• Initiated QC, created SOP, QC Tracking file
• Initiated Process Improvement (Pending Approval)
• Initiated Process Improvement 2 (Approved)
• Completed Talent Training for the team
• Talent & Rewards Subject Matter Expert and UAT Tester
• MyFuture SME
• Reward SME
• Created aging and trending report for the team
• Maximised team knowledge and productivity by effectively training, monitoring and directing employees in application of best practices and regulatory protocols
• Performed due diligence and valuation processes.
• Workday system champion and Workday process improvement
• Anticipated responses and prepared clear and articulate answers.
• Gathered and analysed customer feedback to inform product and service improvements.
• Trained new and existing employees on customer service best practices to improve overall customer handling skills.
• Facilitated communication and collaboration between departments to help business function smoothly.
• Monitored customer service operations to confirm compliance with quality standards.

• Provide excellent customer support and maintain good working relationships with HR business teams, IT&S and Success Factors (as external service providers for the applications)
• Provide 1st and 2nd Level support for Talent Online applications and infrastructure including Performance Management, Talent Management and Rewards
• SAP data interfaces in compliance with Talent Operations Service Level
• Agreements as well as Global Learning Management System
• Contribute to investigation of underlying root cause for reoccurring problems to improve the overall service of the team and reduce support volumes
• Participate in potential technology and process improvements where possible and how it can be used to enhance support services to the business
• Record incidents in line with Service Level Agreements (SLAs)
• Execute actions based on defined Problem and Incident Management processes, escalate where necessary and deliver regular updates to management
• Participate in Testing and Release upgrades for all scheduled releases, in accordance with published procedural guidelines
• Complete relevant support documentation for application
• Proactively participate in and contribute to the improvement of support to application and data management ensuring appropriate support models are in place and implement SLAs where required
• Execute Operational service level metrics to stakeholders

Key Achievements

• Moved into the CI Role (Promotion)
• 0 errors for the past 2 years and 0 RCA's
• Learnt reward within 2 months of joining and took on the task with minimum supervision and 0 errors
• Learnt Talent and took on the task as well.
• Validated results and performed quality assurance to assess accuracy of data.
• Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
• Generated reports detailing findings and recommendations.
• Optimized customer experience by delivering superior services and effectively troubleshooting issues.

• Managing a team of 19 business processors
• Manage personnel matters for assigned team members, including but not limited to, recruitment, hiring, salary administration, performance review, training, development, disciplinary action and termination of personnel under direct supervision
• Responsible in making sure that all SLAs are met
• Implement initiatives or activities to engage and motivate staff
• Conduct regular coaching to staff as part of the company's development initiatives
• Ensure that the team receives necessary and applicable training on periodic basis by working with training department
• Set team performance objectives and assess against expected levels of quality and quantity
• Improve work quality and ensure high accuracy of policy processing
• Identify and implement process standardization among teams to achieve cost efficiency
• Carrying out team meetings and actively participating in the monthly and weekly meetings
• Participate in department/division/company-wide projects and initiatives
• Work on a daily basis with AIG Malaysia Branches and Business partners
• Initiate process improvement compliant to company policies and guidelines
• Manages and monitors the volume, production and output of the team on a daily basis
• Generate reports daily, weekly and monthly from various systems
• Attend meetings and calibration session with the QA team

Key Achievement

• Received Team Service Excellence Award
• Received KUDOS Award for significant contribution in successfully redeploying Premier Client Solution's product.
• Mentored and guided employees to foster proper completion of assigned duties.
• Established open and professional relationships with team members to achieve quick resolutions for various issues.
• Conducted training and mentored team members to promote productivity and commitment to friendly service.
• Held weekly team meetings to inform team members on company news and updates.
• Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
• Generated reports detailing findings and recommendations.
• Evaluated customer needs and feedback to drive product and service improvements.
• Evaluated staff performance and provided coaching to address inefficiencies.

• Identify, develop and implement processes and procedures that will create efficiencies; and communicate and share such information with team members
• Support the management team in the creation of management reports
• Ensure staff delivers on time and quality outputs based on the project plan during migrations
• Attend to the resolution of escalated issues and lead recovery for any shortfall of training staff
• Work with the clients to assess development needs, perform gap analysis, design and implement pioneering learning programs that develop and support the talent of the company
• Conduct training, coaching for new hires, prepare quality and process improvement initiatives as and when required by management
• Participating in various developmental training Manage relationship with business partners and process owners (internal and external) Establish relationship with business partners and process owners through constant communication and interactions
• Part of the Indonesia In-Sourcing Migration Team, - Conducted training in
• Jakarta, Indonesia for First Notice of Loss Team (FNOL) and Global Technical training for claims
• Project Migration and training Worker's compensation in the US, Alpharetta, Georgia.

Key Achievements

• Received a certificate of excellence and positive feedback from the migration team and stakeholders in Jakarta and US
• Mentored new hires, resulting in stronger staff development and increased productivity.
• Performed continuous evaluations of content and plans to enhance delivery and improve effectiveness.
• Scheduled and taught in class and online courses to increase learning opportunities.
• Contributed to reductions in employee turnover by revamping training programs.
• Prepared and presented supplementary learning material to support structured lessons.
• Developed individualized training plans to achieve staff readiness.
• Identified and recommended staff for key positions and departments.

• JD to be made available upon request

• JD to be made available upon request