Operations Team Lead
Ford Motor Company
Total des années d'expérience :12 years, 9 Mois
• Manage a team of professionals to deliver efficient and effective services to internal clients
• Oversee transactional processes such as employee data management, benefits administration, Position
management, employee engagement and payroll.
• Point of contact for all escalation for clients.
• Root cause analysis (RCA) for TGW (Things gone wrong) to offer solutions while collaborating with
stakeholders to improve processes
• Develop and deploy Standard Operating Procedure (SOP) and automation initiatives resulting in
increased efficiency, accuracy and cost reduction.
• Monitor & report on key performance indicators (KPI), identifying trends and areas for improvement.
• Conduct regular performance reviews, coaching, and training to support team members in meeting
performance expectations.
• Maintain compliance with policies, procedures and regulatory requirements.
• Foster a culture of collaboration, teamwork and continuous improvement within the shared service
team.
• Collaborate with HR Business Partners to provide comprehensive HR support to employees.
• Identify new Customer Experience (CX) initiatives & Drive comprehensive CX awareness campaign
for Employees.
• Oversee the gathering of customer feedback and coordinate the process through all customer journey
touchpoints and CXM channels.
• Collaborated and execute continuous improvement initiatives to enhance process efficiency and
elevate service excellence.
Achievements:
• Created interactive dashboards using Power BI that provided real-time visibility into key
metrics for people leaders, replacing the previous monthly metrics presented in charts by
employees.
• Automated the payroll input process of monthly reward benefit using Alteryx, resulting in
significant cost savings and improved data accuracy.
• Effectively executed the implementation of new jobs from China and US market without any
major TGW.
• Streamlined product code management.
• Developed & launched global SharePoint for managing roster inputs.
• Developing strong relationships with hiring managers, HR business partners, and other key
stakeholders to understand their talent needs and priorities
• Collaborating with HR and hiring managers to facilitate a seamless onboarding experience for
new hires.
• Responding to employee inquiries related to HR policies, procedures, benefits, and other HRrelated matters
• Assist new recruits complete training successfully
• Send ERO with backup detail to HR and finance team for approval as per DOA.
• Check invoice and approve Electronics release order (ERO) in QAD.
• Co-ordinate with vendor for Blanket Order Renewal.
• Co-ordinate with HR department for Quantity Amendment.
• Process payment to vendors in accordance with the agreed-upon terms.
• Conducted a customer needs analysis and delivered training sessions to trainees in order to
achieve high levels of customer satisfaction.
• Created user guides and troubleshooting technical manuals to customers with product usage.
• Monitored project progress and created work plans to facilitate timely project completion.
• Solicited and received feedback from customers to improve product/service quality.
• Facilitated onboarding process for new employees and smooth integration into the team.
• Managed and mentored the technical team to maximize their potential and improve team
performance.
• Oversaw vendor management and timely payouts to vendors.
• Executed customer retention strategies and cross-sold/upsold products and services to meet
sales targets.