Project Support Analyst
Marriott International
Total years of experience :14 years, 9 Months
Agile team member of the Payroll and Labor Optimization Project and led the Kronos time clock implementation at the Marriott hotels in the Middle East region. Primary responsible in understanding the technology, data testing and support throughout the implementation process.
Responsibilities:
Manage communications, training, deployment and organization impacts related to the project across the readiness, implementation and stabilization phases.
Collaborate with training team to create the training materials and addressing hotel and technology vendor queries during implementation and through stabilization.
Responsible for defining the system interfaces and communicating the details between the payroll and time clock provider.
Responsible for proper hand off to the Shared Services team post project phase deployment.
Coordinate with different stakeholders involved in the Project Oryx Phase 3 (Internal team, Property teams, Vendors and Partners).
Data Gathering and Analysis of internal hotel data (Payroll, Sales and Catering, Micros, Opera) as an input to Labor forecasting.
Agile team member of the Payroll and Labor Optimization Project and led the Kronos time clock implementation at the Marriott hotels in the Middle East region. Primary responsible in understanding the technology, data testing and support throughout the implementation process.
Responsibilities:
Manage communications, training, deployment and organization impacts related to the project across the readiness, implementation and stabilization phases.
Collaborate with training team to create the training materials and addressing hotel and technology vendor queries during implementation and through stabilization.
Responsible for defining the system interfaces and communicating the details between the payroll and time clock provider.
Responsible for proper hand off to the Shared Services team post project phase deployment.
Coordinate with different stakeholders involved in the Project Oryx Phase 3 (Internal team, Property teams, Vendors and Partners).
Data Gathering and Analysis of internal hotel data (Payroll, Sales and Catering, Micros, Opera) as an input to Labor forecasting.
Solely responsible for the overall administrative needs of the project team who are frequent travelers with busy daily agenda and support all organizational activities to facilitate the efficient operation of the department.
Responsibilities:
Handle end to end travel itineraries for the team which includes but not limited to visa application, flight bookings, accommodation, transfers and other relevant details.
Schedule and coordinate meetings, appointments, prepare presentations, meeting agendas and minutes.
Extensive event planning for the team with monthly Go-Live trainings and alignment sessions.
Manage the Project’s mailbox, SharePoint site and all project resources
Prepare expense reports and ensure backups are available and timely submitted.
Facilitate the processing of project payables and the subject matter expert for internal company policies, Finance and Procurement systems.
Administrative support to the CFO, Finance & Supply Chain Department which include but not limited to travel arrangements, calendar/diary management, events and conferences, supplier coordination, import clearance, LPO requisitions, expense/insurance claims and other related administrative tasks.
Document Management of Supply Chain legal contracts.
Responsible for SCM fee invoicing, payment follow up, and accruals.
Support the Commercial and Planning Manager with Annual Operating Plan, Quarterly Forecasts, Financial Modelling and Variance Analysis.
Responsible for the analysis of weekly sales performance.
Partner with Marketing and provide accurate Campaign Analysis, Menu Costing & Menu/Product Mix to drive business insights in order to facilitate commercial decisions.
Correlate Sales results with consumer insights
Ad-Hoc Reporting and Analysis
Manage overall office operations which include front desk, switchboard, meeting rooms, facilities, supplies and other resources.
Calendar and diary management of the CPO.
Travel & Event Management
Interim PA to the Managing Director
Payroll processing and employee advances
Support HR Team in Recruitment; Employment Contracts, Visa Processing, Employee Relations, Training and Talent Management.
Maintain HR Information System and confidential personnel records
On-boarding of new hires and relocation arrangements
Assigned in Customer Care Support - Healthcare Division to validate distributor data on SAP and close customer cases.
Responsible for managing the office of the Contact Center Director which includes but not limited to calendar management, screening and prioritizing calls and meeting requests, minute taking, coordinating internal and external announcements and other general administrative support
Analyze and interpret Contact Center reports (Weekly, Bi-Weekly, Monthly, Quarterly, Annual reports) for management’s information.
Responsible for business analysis to the Director, identifying key business drivers and root cause analysis for improving Contact Center KPIs.
Coordinate operational issues with the concerned business units.
Manage and administer customer's registration, processing, distribution, and persuasive follow-up of the customer's related activities and operations in the Internet Banking Department.
Lead & manage a group of Technical Support Engineers, Senior Engineers and effectively manage the integration of the account's directives, policies, and procedures.
Real-time queue monitoring and managing staffing levels to ensure achievement of service level metrics.
Monitor calls of each support engineers according to client's policies/standards.
Assist in the hiring process and staff development (coaching, mentoring)
Client coordination.
Monitor and evaluate the quality of inbound telephone calls/e-mails; document quality issues and performance measures for management review; and provide information to assist in the feedback and formal education process of agents.
Provide feedback to Team Managers on monitoring results for appropriate action.
Monitor and issue Incident Reports when necessary submitted to respective Team Managers, for irregularities such as: deliberately abandoning of calls, abuse of AUX codes and violation of standard operating procedures.
Prepare and analyze weekly report for open cases, common reasons for quality adherence failure; and recommend remedial actions.
Provide excellent customer service solutions to users (Linksys customers) in installing and troubleshooting their networking/computing devices.
Ensure 100% issue resolution within the set SLA.