Human Resource Officer
Mediclinic City Hospital
Total years of experience :25 years, 3 Months
•Responsible for overseeing and managing the day to day operations of the HR team including allocation and task prioritization of the HR coordinators. Attends to escalated HR inquiries and works with the HR Manager to resolve complex issues.
•Supervises, coaches and mentors the HR team to ensure that service lines are fully functional. This includes goal setting and individual performance evaluations to ensure that the HR coordinators develop their administrative, recruitment and employee relations skills.
•Implementation of new policies and procedures for the hospital. Conducts HR Orientation and Financial Prudence presentations for new employees.
•Provides support and guidance to employees on issues; ensuring confidentiality and safety.
•Handles employee terminations, grievances and other difficult situations in a sensitive, fair and respectful manner, working closely with supervisors, management and HR Corporate Team.
•Oversees and facilitates disciplinary processes and hearings for the hospital.
•Provides appropriate recommendations on employee issues to managers for action; facilitates the resolution of issues as required.
•Coaches managers on the process of evaluating employees, goal setting and monitoring and performance management.
•Manages the exit process of resigned and terminated employees.
•Partners with, and provides assistance to, Mediclinic Middle East Corporate Office when required e.g. assisting with recruitment fairs, guiding staff in the development of disciplinary documentation, and formulating job descriptions for seamless functioning of HR Operations.
•Works with the HR manager in the creation of the budgets and headcount for the financial year.
•Works with line managers and the HR manager in the creation of the job descriptions for the hospital and the Group.
•Serves as a back up in ensuring payroll activities are executed on time and accurately. (i.e. HR Officer is on leave)
•Serves as a back up for sourcing, interviewing and other recruitment activities for administration, allied health and senior level positions when required. (i.e. Recruitment Officers are on leave)
•Acts as HR Manager when required (i.e. HR Manager is on leave)
Accomplishments:
•Established multiple HR process improvements to ensure on time service delivery of HR administrative requirements. The HR Administration team was also trained to absorb the recruitment administration and logistics so that the Recruitment Team would be able to focus on active recruitment processes.
•Developed the first Mediclinic Middle East HR Database with the IT Department. This provided a centralized information system to hold all passport, visa, labour card, and medical licensing information, and was linked to Microsoft Outlook to send reminders to employees, managers, and HR personnel. Data capacity is 1000+ employees.
•Mentored and trained a HR Assistant to confidently and effectively move manage a recruitment portfolio.
•Developed an electronic documentation process flow to ensure that documents are backed up and that HR staff have easy access to information.
•Ensured that HR had policies, processes and internal controls in place during the Joint Commission International hospital accreditation in 2013.
•Achieved a performance rating of ‘Exceeding Expectations’ in all performance reviews.
•Currently completing a standardized job description database for Mediclinic Middle East
•Assist in the provision of a comprehensive, strategic HR service to the Aviation and Central Services Business Unit across all Geographical locations in which the BU operates, with a strong emphasis on communication and collaboration with internal and external client groups.
•Ensures all recruitment and selection for the Aviation Division is performed in a timely and professional manner, provide advice and guidance to line managers and employees on recruitment and employee retention queries and ensure related documentation is completed in a timely manner.
•Assist in development of HR policies, procedures and systems to ensure the organizations objectives are met.
•Provide advice and guidance to departmental and line managers on recruitment process, best practice activities,
SA1P opportunities, conduct job evaluations, ensure grades and salary packages are approved for all positions, give appropriate guidance on market salaries, Supreme internal benchmarking and employment legislation including visas and changes in restrictions to employing different nationalities.
•Assist in the creation and updating of job descriptions and provide advice on the development of job descriptions to ensure the documentation properly reflects the requirements of the position. Where appropriate, source and arrange recruitment drives to employment fairs or in partnership with recruitment firms to meet hiring needs of the business, travelling to various locations to source potential candidates and meet recruitment needs.
•Manage the activity of HR Coordinators and Administrators including but not limited to advertising job positions, processing applications, conducting screening and HR interviews for Grade 1 - 5 vacancies, verifying employment contract generation in compliance with organization’s policies, contracts, laws and agreements, medical insurance enrollment, employee database management and tracking, annual leave tracking.
•Provide support and advice to manager and employees on queries including (but not limited to) disciplinary, performance, medical, contractual and general employment / Company HR policy queries, welfare (compassionate and emergency leave requests) and Afghan Visas.
•Assist Managers with actions relating to performance management of employees, including advising on actions to monitor performance, attendance at investigation or disciplinary meetings.
•Coordinate visa and immigration related matters within the BU, including coordinating the return process for staff with restrictions on immigration, processing visas, respond to queries and providing visa status information and reports. Keep abreast and updated with employment legislation and managing recruitment partners for
recruitment activities as appropriate.
•Provide cover for other HR Officers and HR employees when required (e.g. assist with travel and mobilization etc).
•Supervise and develop the HR Coordinator and HR Administrator in their performance through development and implementation of PDPs.
•Designs and implements reporting structures, tracking tools, and required processes and procedures.
•Manages the end to end employee life cycle process from the identification of new candidates through to the exit of current employees.
•Provides recommendations to the Human Resources Manager and Assistant Human Resources Manager regarding possible improvements to the current systems, policies and procedures.
Accomplishments:
•Promoted to HR Officer after 6 months in the Company
•Created checklists and process flows for Corporate HR and were adapted and implemented.
•Created the employee database for the Division, which was used as a template for the other business units within the company
•Led the data cleansing activity in preparation for the re-launch of the Human Resource Management System for the entire company (headcount of 6, 000 employees).
•Supports the Gillette Team for Marketing Strategy and Planning Group with administrative functions for GCC
•End to end process of Point of Sale Materials from raising the Purchase Requisition, approving artwork and confirmation of execution in 8 markets within the GCC
•Budget tracking for fact sheet expenditures and Point of Sale Materials
•Handles travel, relocation, hotel reservations and visa applications for the Gillette MS & P Team and Customer Business Development Team
•Updates the organizational chart accordingly
•Travel expense tracking and processing
•Raises fact sheets for market brand execution
Accomplishments:
•Suggested items for revision in the Purchase Order system to increase efficiency in tracking and monitoring which were implemented
•Completed accruals for the fiscal year within 3 months of joining for the Gillette MS&P Team and Corporate Structural
•Created a tracking sheet for budget monitoring in which some elements were adapted and in the central tracking sheet
•Manages all service lines (recruiting, compensation and benefits, contact center, workforce administration, and payroll) and ensures that all are operational.
•Ensure delivery of commercial aspects of the outsourcing agreement, as well as standards of service (relating to quality, effectiveness, productivity, efficiency etc.) are to the agreed Service Level Agreements.
•Initiate, design and implement business process excellence improvements.
•Make decisions to improve the operation of the assigned service line and contribute to the advancement of the clients and the business.
•Provide solutions to complex business problems.
•Maintain key relationships with the client and the team.
•Subject matter expert for the different service lines.
•Liaise with the Mobilisation team to ensure new solutions affecting the assigned service line are operationally efficient.
•Coordinates with Account Manager on individual and team work assignments and performance.
•Supervises and monitors the work load of the team to ensure balance work assignments (load balancing).
•Supports high quality work through a positive environment.
•Monitors individual and team performance with the focus on improvement
•Provides coaching and counseling.
•Facilitates daily and weekly meetings for team work assignments to ensure targets are met.
•Preceded the first Human Resource Service project in Manila
•Streamlined the benefits process to increase efficiency of the regional delivery center
•Implemented improvement ideas of the team members to increase productivity
•Created and implemented workarounds for unstable processes and technology downtimes to ensure business continuity of the project
•Created a workflow for HR end to end process
•First country to pass all requirements and approval of management and the client to commence operations after project deliberations and testing
•Received a rating of Significantly Above Peer Group for Fiscal year 2006-2007
•Implementation and employee adherence to the Code of Conduct of the company
•Evaluation, Monitoring and Processing of Disciplinary cases for the site with a headcount of 1, 500 employees
•Conducts orientation sessions regarding the Code of Conduct of the company
•Creation of Attrition reports and weekly reports for the site
•Organizes and Conducts random drug testing for the site
•Facilitates committee hearings and creates resolutions based on the decision of the committee
•Monitors employees who are absent without official leave and sends out return to work orders and notice of terminations
•Answers inquiries on employee relations, company policies, payroll and compensation and benefits
•Conducts exit interviews
•Creates and tracks all certificate of employment requests for the site
•Conducts employment verification
•Executes payroll, compensation and benefits of managers
•Streamlined the processes of employee services and enabled specialists to do backend transactions
•Work permit, visa processing and relocation assistance
•Manages the Employee Services Team which is an information kiosk and a helpdesk for the employees with regard to their HR concerns (Payroll, Compensation & Benefits, Employee Relations, Employee Programs and HR Administration)
•Creation and enforcement of schedules to ensure 24 x 7 coverage
•Takes in escalated concerns that could no longer be handled by the employee services specialist
•Conducts Exit Interviews and participates in discipline committees/hearings
•In charge of travel and visa requirements for the entire company.
•Tracking of travel budget and expenditures.
•Streamlined the Exit Clearance process (November 2005)
•Involved in the creation of competencies for employee services specialists and other Human Resource posts. (October 2005)
•Involved in the logistics and creation of presentation materials for PMAP employer of the year as the company was nominated and won the award for 2004. (August 2005)
•Organized and led the HR express campaign in 4 Call Centers including Cebu. The HR express is a one-stop shop for employees for Human Resource Information System Encoding, Annual Physical Exam, Finger Scan Enrollment, and other HR related requests (April 2005)
•Involved in the creation of the travel policy and process for the company (March 2005)
•Led the logistics and technological requirements for setting up Frontdesk in the Cebu Call Center (November 2004)
•Proposed the use of the IP softphone for Frontdesk. Frontdesk was able to take in calls from the trunkline from 3 different Call Centers Sites (October 2004)
•Establishment of the Employee Services Team. Involved in recruiting, assessment and training the team.
•Call flow creation, system and software implementation needed for monitoring and tracking of concerns
•Creation of goals, setting the expectations of team members and ensuring goals are met.
•Creation and enforcement of schedules to ensure 24 x 7 coverage
•Takes in escalated concerns that could no longer be handled by the employee services specialist
•In charge of Cebu migration logistics (Cebu Set up)
•Led and organized the transfer of Human Resource base from CC1 to CC3. This included logistics, workstation assignment set up, telecoms, network and 201 file set up. (May 2004)
•Part of the Champions League in the creation of the new Vision, Mission, Culture and Values of the company (2004)
•Part of the committee for business continuity plan revision process and implementation (2004)
•Creates presentations for the General Manager and the President.
•Organizes and coordinates presentations and events for the company.
•Organizes and coordinates all travel arrangements for all employees of eTelecare Philippines whether travel may be domestic or international.
•Creates and generates research reports regarding the Call Center Industry.
•Updates the workstation layout of the Call Center to ensure full utilization.
•Monitors action points of the managers and ensures follow through.
•Led the Frontdesk Team
•Involved in the establishment of Project Loveboat. It is a business continuity plan of the administration department to ensure business continuity of the company. (July 2002)
•Organized a company event at the request of the client and is to be within a limited budget. Able to source the best rate and best venue for the event within a one week time frame. (March 2002)
•Was able to source a travel agency that offered lower rates than the official company agency resulting savings for the company. (December 2001)
•Involved in the establishment of a Supplier Accreditation Program for the company. (December 2001)
•Negotiated the hotel corporate rates of the company and application of credit lines. (December 2001)
•Budget creation for the executive office (2001 and 2002)
•Processed the passports and US business visa applications for 50 employees who were asked to undergo training in Minneapolis. Handled their travel accommodations, air transport, fund computation and request as well. All documents and arrangements were completed within a two week time frame. (October 2001)
•eTelecare High Flyer Awardee - the high flyer award is given to an employee who exceeds his performance targets in two rating periods (Q1 & Q2 2001)
•Creates marketing presentations and demonstrate it to prospective clients and to establish good relationships with them.
•Organizes marketing presentations and events in order to provide a smooth flow of activities.
•Does research report generation regarding the telecommunications industry.
•Assists the Secretariat Office during the quarterly Asian Multimedia Forum.