Sharon Nalani Gerard

Job Description and Responsibilities

The role has different activities. The key ones are:

1. HR (Business Operations):

• Establish the internal recruitment process.
• Own any employee relations activities.
• Manage staff career planning and counselling activities.
• Resolve grievances, advising BU head on any possible solution.
• Responsible in compensation include analysing job duties, writing job descriptions, performing job evaluations, and job analysis.
• Ensure compliance with the Employment Act and other relevant statutory requirements.
• Liaise with local authorities.
• Ensure the personnel policies and procedures are kept up by maintaining the Human Resource Manual.
• Ensure that internal policies and programs conform to all local laws.
• Own and deliver training and appraisal program for overall organization improvement.
• Prepare presentation for meetings.

2. HR (Service Delivery Operations):

• Co-ordinate Freelancer recruitment process including owning strategy development.
• Resolve grievances and advising BU head on any possible solution.
• Work with the Operations team to ensure that Freelancer Staff allocation and rostering is delivered properly.
• Ensure the personnel policies and procedures are kept up by maintaining the Freelancers Guide.
• Own the performance evaluation activities for the freelancer programme.
• To ensure that the policies and programs conform to appropriate laws.
• Coordinate any training activities that IPSEM Squared needs to put in place to support FL training.
• Own and deliver the FL Communications and engagement programme, including any on-boarding activities.
• Ensure that support services provided to the FLs are delivered appropriately and accurately, e.g. finance and travel.

3. Business Operations:

• Management of key support functions within the business, namely Administration, Audit, Company Secretary, Taxation and Finance.
• Where agreed, oversee of vendors/partners of any functions which are outsourced.
• Ensure compliance with regulatory & statutory requirements and where required liaise with auditors, tax agents & regulatory authorities.
• Maintaining a secure work facility to protect the organization's confidential information and property.
• Oversee any day-to-day office administration activities.
• Ensure company compliance with all safety policies and company procedures.

Retrenchment (MY) and Migration (Gibraltar) of Employees:

• Advising on the employees' redundancy to CEO & MD
• Advising on the principle of “Last In, First Out” (LIFO)
• Advising on the different rights of foreign employees.
• Advising on the compliance of the Code of Conduct for Industrial Harmony.
• Advising on the retrenchment benefits.
• Assisting with statutory forms
• Advising on the voluntary separation scheme.
• Advising on the employees' position and rights for merger & acquisition.
• Advising on the requirements of the Industrial Court.
• Structured compensation and benefits according to market conditions and budget demands.
• Assessed client feedback and delivered information to management for corrective action.
• Facilitated successful policy implementation and enforcement to maintain legal and operational compliance.

Position Overview:

Under the direction of the Head of School, the Head of Human Resources is responsible for the administration and management of all areas of human resources for the School. Position requires highly organized and detail-oriented person with excellent interpersonal skills and high degree of confidentiality and discretion.

Key relationships:

The Head of HR reports to the Head of School and works closely with the School's 500 employees; both Academic and Non-Academic.

Essential Functions:

• Manages all HR functions, including recruitment, performance management, employee relations, benefits, and compensation
• Develops and maintains the School's employee policies and procedures, employee handbook and employee forms
• Manages the recruitment process including posting, recruiting, interviewing, and hiring for open positions
• Supports the Leadership Team in the recruitment of academic and non-academic faculty.
• Maintains, updates and ensures compliance of mandatory criminal background and reference checks.
• Prepares and maintains accurate job descriptions and oversees correct Nord Anglia classifications
• Oversees employee onboarding, orientation, exit processes and document completion.
• Advises and consults with Head of School and relevant leadership team members to resolve and/or diffuse employee relations issues.
• Oversees and directly engages in the resolution of delicate employee matters and seeks at all times to protect the School's best interest.
• Monitors and submits insurance claims related to worker's compensation
• Coordinates all leaves of absence and leave administration in accordance to school calendar.
• Develops, implements and maintains effective compliance with all Federal and State labor laws including employee training.
• Maintains employee records and files.
• Oversees visa administration for Academic faculty staff and international students.
• Leads the annual performance management process for staff.
• Leads professional development initiatives for staff.
• Administers payroll, benefits and compensation including housing for all Academic staff.
• Liaised between multiple business divisions to improve communications.
• Instructed senior leaders on appropriate employee corrective steps.
• Fostered positive work environment through comprehensive employee relations program.
• Maintained current knowledge of industry regulations and legislation to amend policies and promote compliance.
• Developed comprehensive process for new hires and reviewed new hire productivity, optimizing onboarding effectiveness.
• Utilized compliance tools, corrective actions and identification of deficiencies to mitigate audit risks.
• Collaborated with legal and compliance teams to review paperwork, obtain feedback, and procure available information for new training processes.
• Identified and implemented appropriate strategies to increase employee satisfaction and retention.
• Worked with managers to achieve compliance with organizational policies, providing clarifying information and recommending necessary changes.
• Facilitated successful policy implementation and enforcement to maintain legal and operational compliance.
• Structured compensation and benefits according to market conditions and budget demands.
• Distributed employee engagement surveys to identify areas of improvement.

Job Brief:

• Regional HR Manager responsibilities include supervising local HR teams, implementing company policies, and designing employees' compensation and benefits plans.
• Possess strong knowledge of local labor regulations and experience with Human Resources Management Software across ASEAN.
• Build and maintain a strong local and regional employer brand.

Responsibilities:

• Identify short-term and long-term hiring needs
• Set performance standards and evaluate local HR teams
• Design employees' compensation and benefits packages
• Define onboarding procedures in alignment with our company culture
• Help organize employer branding activities (e.g. host a recruitment event)
• Determine training plans per employee and department
• Prepare and manage division's budget
• Track recruitment KPIs and suggest improvements, as needed
• Design and implement company policies that comply with our business objectives
• Ensure all HR operations adhere to legal standards
• Support staff and managers on day-to-day issues
• Coordinate with National HR Manager to craft organization-wide strategies and objectives
• Coordinated implementation of people-related services, policies and programs through departmental staff.
• Performed budget analysis to control expenditures and predict future budget needs.
• Addressed employee conflicts with appropriate urgency, following all corporate procedures.
• Maintained company compliance with local, state, and federal laws, in addition to established organizational standards.
• Maintained payroll and benefits for employees in various locations and diminished financial discrepancies through expert program management.
• Coordinated employee grievances and disputes in timely and professional manner by finding constructive solutions.
• Maintained payroll and benefits for employees in various locations, minimizing financial discrepancies through detailed program management.

• Administer compensation, benefits and performance management systems, and safety and recreation programs.
• Identify staff vacancies and recruit, interview and select applicants.
• Allocate human resources, ensuring appropriate matches between personnel.
• Provide current and prospective employees with information about policies, job duties, working conditions, wages, opportunities for promotion and employee benefits.
• Perform difficult staffing duties, including dealing with understaffing, refereeing disputes, dismissing employees, and administering disciplinary procedures.
• Advise managers on organizational policy matters such as equal employment opportunity and sexual harassment, and recommend needed changes.
• Analyze and modify compensation and benefits policies to establish competitive programs and ensure compliance with legal requirements.
• Plan and conduct new employee orientation to foster positive attitude toward organizational objectives.
• Serve as a link between management and employees by handling questions, interpreting and administering contracts and helping resolve work-related problems.
• Plan, direct, supervise, and coordinate work activities of subordinates and staff relating to employment, compensation, labor relations, and employee relations.
• Analyze training needs to design employee development, language training and health and safety programs.
• Maintain records and compile statistical reports concerning personnel-related data such as hires, transfers, performance appraisals, and absenteeism rates.
• Analyze statistical data and reports to identify and determine causes of personnel problems and develop recommendations for improvement of organization's personnel policies and practices.
• Plan, organize, direct, control or coordinate the personnel, training, or labor relations activities of an organization.
• Conduct exit interviews to identify reasons for employee termination.
• Represent organization at personnel-related hearings and investigations.
• Prepare personnel forecast to project employment needs.
• Prepare and follow budgets for personnel operations.
• Develop, administer and evaluate applicant tests.
• Oversee the evaluation, classification and rating of occupations and job positions.
• Develop and/or administer special projects in areas such as pay equity, savings bond programs, day-care, and employee awards.
• Contract with vendors to provide employee services, such as food service, transportation, or relocation service.
• Maintained payroll and benefits for employees in various locations and diminished financial discrepancies through expert program management.
• Monitored and handled employee claims involving performance-based and harassment incidents.
• Coordinated immigration process for visa and green card applications to support mobility requests for domestic and international long and short-term assignments.
• Facilitated onboarding sessions and on-the-job training for new hires, bolstering employee job position knowledge and skillset.
• Guided leaders and employees on company policies, programs, benefits and salary administration.
• Led decision-making and implementation of HR policies, procedures, programs and functions.
• Reviewed business goals to recommend new HR approaches, policies and procedures for continual improvements focused on meeting business objectives and enhancing productivity.
• Advised decision-makers on complex and confidential matters ranging from performance management to employee relations issues.
• Advised executives on best practices for employee growth and productivity goals, consistently helping companies improve retention.
• Recommended, initiated and finalized HR actions regarding faculty and staff position management, compensation and employment postings, hiring proposals and new hire onboarding.
• Oversaw legal compliance with federal, state and local laws and regulations in addition to compliance with company policies and procedures.

• Administer compensation, benefits and performance management systems, and safety and recreation programs.
• Identify staff vacancies and recruit, interview and select applicants.
• Allocate human resources, ensuring appropriate matches between personnel.
• Provide current and prospective employees with information about policies, job duties, working conditions, wages, opportunities for promotion and employee benefits.
• Perform difficult staffing duties, including dealing with understaffing, refereeing disputes, dismissing employees, and administering disciplinary procedures.
• Advise managers on organizational policy matters such as equal employment opportunity and sexual harassment, and recommend needed changes.
• Analyze and modify compensation and benefits policies to establish competitive programs and ensure compliance with legal requirements.
• Plan and conduct new employee orientation to foster positive attitude toward organizational objectives.
• Serve as a link between management and employees by handling questions, interpreting and administering contracts and helping resolve work-related problems.
• Plan, direct, supervise, and coordinate work activities of subordinates and staff relating to employment, compensation, labor relations, and employee relations.
• Analyze training needs to design employee development, language training and health and safety programs.
• Maintain records and compile statistical reports concerning personnel-related data such as hires, transfers, performance appraisals, and absenteeism rates.
• Analyze statistical data and reports to identify and determine causes of personnel problems and develop recommendations for improvement of organization's personnel policies and practices.
• Plan, organize, direct, control or coordinate the personnel, training, or labor relations activities of an organization.
• Conduct exit interviews to identify reasons for employee termination.
• Investigate and report on industrial accidents for insurance carriers.
• Represent organization at personnel-related hearings and investigations.
• Negotiate bargaining agreements and help interpret labor contracts.
• Prepare personnel forecast to project employment needs.
• Prepare and follow budgets for personnel operations.
• Develop, administer and evaluate applicant tests.
• Oversee the evaluation, classification and rating of occupations and job positions.
• Study legislation, arbitration decisions, and collective bargaining contracts to assess industry trends.
• Develop and/or administer special projects in areas such as pay equity, savings bond programs, day-care, and employee awards.
• Contract with vendors to provide employee services, such as food service, transportation, or relocation service.
• Monitored and handled employee claims involving performance-based and harassment incidents.
• Maintained payroll and benefits for employees in various locations and diminished financial discrepancies through expert program management.
• Maintained company compliance with local, state, and federal laws, in addition to established organizational standards.
• Evaluated employee onboarding programs and presented strategic improvement recommendations to upper management.
• Coordinated employee grievances and disputes in timely and professional manner by finding constructive solutions.
• Used technologically relevant digital systems to manage payroll and benefits programs.
• Processed employee claims involving performance issues and harassment.
• Distributed employee engagement surveys to identify areas of improvement.
• Discovered and resolved complex employee issues that affected management and business decisions.
• Collaborated with legal and compliance teams to review paperwork, obtain feedback, and procure available information for new training processes.
• Facilitated successful policy implementation and enforcement to maintain legal and operational compliance.
• Utilized compliance tools, corrective actions and identification of deficiencies to mitigate audit risks.
• Reduced process gaps while supervising employees to achieve optimal productivity.
• Fostered positive work environment through comprehensive employee relations program.
• Identified and implemented appropriate strategies to increase employee satisfaction and retention.
• Structured compensation and benefits according to market conditions and budget demands.
• Maintained current knowledge of industry regulations and legislation to amend policies and promote compliance.
• Instructed senior leaders on appropriate employee corrective steps.
• Coordinated technical training and personal development classes for staff members.

• Main function as a Process Improvement Specialist in HR.
• Conduct Management and soft skills trainings.
• Assigned as CIO to represent HR by managing internal communications portal. Responsible to upload procedural and employee related subject matters on a weekly basis.
• Oversee the preparation and execution of job profiles for advertisements.
• Created the job description for Training Managers and Trainers.
• Assigned to Manpower & Recruitment and Compensation & Benefits as part of job rotation.
• Created and launched HRMD Service Desk to meet employees' needs and strengthen employee engagement.
• Responsible in resolving complaint and queries within specific SLAs.
• Created Service Desk system for the departments in Business Support Division; Organisation & Method, Administration & Services and Procurement Department.
• Conduct branch visits to observe Customer Service experience and identify areas of improvement.
• Assisting in restructuring internal Policies and Standard of Practice (SOP).
• Responsible to work closely with all sections of HRMD team to meet department's objective in enhancing employee engagement.
• Identify the Talent Pool for the organization through assessments and feedback sessions.
• Made hiring recommendations to increase company's productivity and profitability with quality workers.
• Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
• Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
• Reviewed sales and gross profit report to assess company efficiency.
• Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
• Supervised day-to-day operations to meet performance, quality and service expectations.
• Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
• Successfully managed budgets and allocated resources to maximize productivity and profitability.
• Streamlined and monitored quality programs to alleviate overdue compliance activities.
• Identified and communicated customer needs to supply chain capacity and quality teams.
• Controlled resources and assets for department activities to comply with industry standards and government regulations.
• Managed senior-level personnel working in marketing and sales capacities.
• Launched quality assurance practices for each phase of development
• Leveraged data and analytics to make informed decisions and drive business improvements.

Achievements:

• Completed Master Certification in Oregon, Portland. Completed process training in USA for 2 months.
• Served in voice base / call centre for processes that serve customers from UK, USA, Brunei & Singapore.
• Successful migration of the US Credit Cards process to Malaysia.
• Communications department: Planned Event for HSBC's Award Presentation and preparing informational activities in Company Board.
• Securities & Global Banking & Markets: Trained on Clearance & Custody procedure for HSBC's Rights Issue.
• Service Excellence: Work closely with Vice Presidents on the events planned in their respective processes with HSBC's Centre wide Events Calendar.

Induction and Process Training:

• Collections Department - Created Training Manual for trainers and participant workbook.
• Conducted new employee induction & orientations for all staff level.
• Performed Training Needs Assessment and recommended, developed and scheduled training courses.
• Developed in-house training modules in the realm of Management, Procedures, Quality and Soft Skills.
• Coordinated with Operations and Quality team to improve SLAs.
• Identified, discussed, and coordinated training needs and developmental opportunities.

Performance Evaluation:

• Performed Performance Evaluation at the end of Probation Period for Call Centre agents.
• Established effective monitoring processes to track the completion of performance evaluations.
• Reviewed Performance ratings and took decisions in consultation with Management to provide Increment, Promotion or Transfer.
• Conducted required progress reviews and provided substantive feedback to employees.

Talent Management and Succession Planning:

• Discussed the Career Path with Employees while developing the Succession Plans for executive level positions.
• Prepared Process Maps, Key Results Areas, Key Performance Indicators and Competencies for the various positions.
• Identified Training needs for succession planning and Coordinated with Training & Development Manager to develop and impart training sessions.

Consultation:

• Provide advice, assistance and follow-up on USA process' financial product, policies, procedures, and documentation to both employees and management in accordance with the legislation.
• Conduct exit interviews and return-to-work to identify reasons for employee termination.
• Developed and recommended operating policy and procedural improvements.
• Identify and determine causes of personnel problems and developed recommendations for improvement of organization's personnel policies and practices.
• Increased employee performance and job satisfaction to strengthen retention and engagement.
• Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
• Streamlined and monitored quality programs to alleviate overdue compliance activities.
• Evaluated employee performance and conveyed constructive feedback to improve skills.
• Established performance goals for employees and provided feedback on methods for reaching those milestones.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.

• Responsible for the sales process from initial point of contact (lead generation), presentations, proposal and execution.
• Meet / exceed minimum quarterly and annual sales objectives.
• Provide direct marketing and sales support to field/ distribution sales organization.
• Generating new business through outbound calls and follow up incoming sales leads.
• Fielded customer complaints and provided solutions.
• Explained different types of loans pertaining to client situations.
• Checked loan documents for accuracy prior to closing.
• Negotiated loan terms and conditions with clients to maximize profitability.
• Reviewed loan files and updated to match current standards.
• Worked with underwriters to fix application problems and resolve issues.
• Communicated with clients, processing teams and other third parties to achieve prompt loan closings.
• Monitored portfolio performance and provided clients with periodic updates on loan progress.
• Analyzed loan applications and credit reports to determine loan eligibility and risk level.
• Assisted clients in selecting correct loan product and terms to meet needs and financial goals.
• Developed extensive network of referral partners to source new mortgage loan opportunities.
• Participated in industry events and conferences to build relationships and gain market intelligence.
• Monitored pipelines to track and log status of loans.
• Negotiated loan terms and conditions with customers to secure best deal.