Delwyn Ailfrid Cruz

Conduct Monthly 1 on 1 to direct reports

• Lead transition of New HR Process and cascade it to team
• Facilitate in weekly connect sessions for all direct reports
• Provide mid-week pulse check to cases resolved by team members and address review of suspended/pending cases
• Ensure every team members comply with AWS
• Partner with Regional PS and other HR COEs (i.e
• TA and P&R) to identify and address process gaps
• Actively participate on coaching and mentoring session
• Partner with PS Lead for periodic review of SOP/FAQ/Document Production Matrix/Document Filling Matrix at least every quarter or as and when business arose
• Identify and deliver potential process improvements by partnering with various stakeholders
• Regularly updates our ESOAR Log
• Track completion, implementation, and maintenance if needed of process improvement projects
• Lead process roadshow and alignment with various HR COEs, PS regional teams and business
• Ensure GPC protocol and ways-of-working are being followed
• Act as back-up for monthly GPC reporting index report
• Ensure compliance 100% adherence in AWS
• Monitor AWS queue should not be left unattended during operation hours
• Monitoring of stalled SNOW cases and workflows
• Provide initial analysis of breach tickets
• Facilitate case calibration calls
• Provide feedback within 24 hours to coordinator for any identified process gaps
• Provide initial review and recommendation for potential remedial action for of for formative feedback
• Lead periodic process review and refresher training course for People Services Global Hub at least once a month
• Act as POC/Coverage for PS Lead
• Lead pre-shift meeting every Tuesday and Thursday
• Be the backup of the PS lead for the delivery of the identified weekly and monthly reports
• Proactively raise and address regional discrepancies in process where steps have not been documented to PS Manager; push for global standardization always, suggest actions that can be taken to further standardize or become more efficient.

• Works as Credit Card Disputes officer
• Handles cases in queue to resolve disputes of customers in a timely manner
• Responds to fraud inquiries and analyzes disputes of longtime customers of Wells Fargo
• Usage of FDR, Hogan, Provenir, E-Oscar systems for maintenance of cases
• It also houses the records of employees regarding their account
• Usage of Experian, Equifax and TransUnion systems for validation of accounts to credit bureaus
• Analyses and solves customers’ questions, problems and/or requests
• Provides first line case management services such as check and balance of payment and delinquencies
• Works hand in hand to on shore partners for Fraud, Retail and Merchant Disputes of customers.

• Maintain strong connections and actively collaborate across the global PS team, collaborate with the HR community including COEs and HRBP network, work together to improve services and streamline processes with the employee experience in mind
• Proactively identify continuous improvement opportunities and opportunities to expand remit of the Global Hub and take the lead to implement
• Leverage regional team members for absence coverage – resist stepping down to support
• Inclusive ways of working across time zones and creating a culture of collaboration across the global team and wider HR community
• Actively direct queries to the Global Hub, demonstrated by an increase in tickets going to PSGlobal for regions known to have low rates of ticket-raising (Americas, EMEA)
• Minimize work done that is not reflected as PS responsibility in the service catalogue
• Achieve a maximum of no more than 40-45% of all tickets raised to be triaged back to regions, balance or greater to be completed in the Hub
• Ensure all available tools are being well used and maintained i.e
• GPC, HR Go, HR Connect, SOPs, etc and that we are not creating duplicates to these
• Ensure compliance with SOPs and FAQ documents
• Monthly or Quarterly feedback check in with the team and Head of HR Ops, talking through ServiceNow Dashboard incl
• Ticket resolution %, time to close timeframes, customer feedback, etc
• And the strategies you will implement to continuously improve performance
• Ensure team is meeting all metrics and targets whilst supported by coaching, mentoring and development to become trusted advisors/ coordinators to the business
• Ensure that quality analysis on tickets raised through out FY22 reflects championing of self-service i.e
• Redirecting with manager’s guide, minimize excuses used to be offline as far as possible – be a champion of this, coaching across the HR function on how they can service themselves
• Proactively raise and address regional discrepancies in process where steps have not been documented; push for global standardization always, suggest actions that can be taken to further standardize or become more efficient and play a leading role in making this happen
• Usage of system tools such as ServiceNow, Success Factors, HR Connect, HR-Go, DocuSign and GPC Sharepoint.

• Daily review of tickets assigned to H2R (Payroll) to ensure that accurate ticket was assigned by the Tier 1
• Re-assign ticket/s as needed to ensure correct department respond to customer’s inquiry
• Usage of Service Now system for the ticketing tool for HR payroll related concerns
• Usage of Empower system (under Citrix Workspace) for Payroll Processing
• Usage of Workday system for HR related process and inquiries
• Answers payroll related telephone calls/tickets and accesses information from multiple sources/system to address any issues/concerns/request of the customer/s
• Assist employee in creating ticket via case management tool to ensure that any inquiries/request are properly accounted for
• Provides services by collecting information from the customer, performing moderately complex transactions, retrieving answers in a knowledge base and websites, documenting/tracking service in a case management system, writing notes and emails to complete service, and filing documents electronically and physically
• Works as a team member performing various tasks across Payroll disciplines both on and off the phone
• Escalates or transfers calls/cases to other provider groups, as needed
• Collaborates with higher level service center personnel to answer more complex client questions
• Follow through as needed
• Publish daily report on payroll cases/calls received status which includes aging up to closure of cases handled by payroll
• Create quarterly trending report for cases/calls received to show stat count of tickets and category of inquiries received from the customer for management visibility.

• Attend to General HR inquiries of employees within GM
• Usage of Siebel when doing correspondence
• Maintain mailbox (Siebel) when there are emails receive for HR queries
• Usage of PeopleSoft Oracle when it comes to profiling and any personal updates of employees
• Usage of Oracle Knowledge Management system such as PeopleSoft and PeopleFinder when it comes to providing solutions that deals with compensation and benefits
• Usage of Cognos, Identifier Service Admin tool and Taleo as well
• Attends calls of GM Employees in need of HR Services
• Provide Verification of Employment Letters with GM Letterhead for employees who applied for loan, mortgage, VISA, etc
• Provide Recognition Certificates and other Awards for GM employees who reached their milestone and coordinate it with the Third-Party Vendor
• Maintain an updated profile of employees for Compensation increases and Proficiency Promotions
• Make sure that all statutory benefits of employees are met
• Escalate complex scenarios to Subject Matter Experts for review and correlate it with the employee
• Process Retirement requirements for assigned GM employees in North America.

• Works as the first point of contact in the delivery center for employees or client HR Representative with regards to Benefits
• Usage of Oracle and SAP Net Weaver in maintaining the records and benefits of employees
• Categorizes and prioritizes queries, requests and issues in Benefits HR Workspace
• Responds to basic HR questions if there are calls, emails or faxes
• Analyses and solves customers’ questions, problems and/or requests
• Provides first line case management services
• Handling and logging via a ticket any client request following quality and data privacy guidelines.

• Back office transaction analysis with regards to the Accident and Health Insurance of ACE Insurance Policy Holders based in Singapore
• Attending to emails by client and insurance holders regarding to queries about premiums, claims and escalations
• Usage of System 6 and Apollo for indexing and tracking cases done
• End to end processing of Insurance (Enrollment, Upgrade/Downgrade, Correspondence, Cancellation)
• Outbound Calls for Data Verification.