Anne Kyna Almando

ANNE KYNA D. ALMANDO 28 St. Peter St. H. Dela Costa Homes Brgy. Barangka, Marikina City, Philippines 1803 --PROFESSIONAL SUMMARY An experienced Payroll and Service Delivery Manager who has proven ability in client management and handles daily operations. Exceptional in management of issues, identifying deficiencies and potential opportunities, developing innovative and cost-effective solutions for enhancing process, and improving customer service. Areas of expertise include:  Operations and Account Management  Client Management  Transition and Solution Management  Quality and Process Improvement  HR Transformation and Services Delivery  SAP Payroll, People Soft, HRA, Workday, PeoplePay, Dayforce PROFESSIONAL EXPERIENCE March 2020 – Present Service Delivery Manager Dayforce Philippines Corporation 29F GBF Center 1, Bridgetowne Boulevard, Brgy. Ugong Norte, E. Rodriguez, Quezon City, Philippines 1110 January 2018 – March 2020 Manages nine (9) Asia Pacific clients' Payroll services under the Banking, IT Services and Retail industries. Works closely with Operations to ensure service delivery obligations are met. Primarily responsible for client relationship and client satisfaction. Tracks and monitors change requests and issue resolution, including and root cause analysis and incident report preparation. Looks after gaps and improvement opportunities and improves services together with operations team in agreement with the client if required. Prepares and reviews operational reports with the client on a monthly and quarterly basis. Focal point working with the client to ensure timely update and approval of Payroll Calendar & Trusted Source List. Ensures delivery of service is based on the agreed contract with the client. Enhanced the RCA process through automation via Salesforce. Functionally manages twenty employees. HR Operations Lead Cargill Philippines, Inc. W 5th Building, 5th Avenue corner 32nd Street, Bonifacio Global City, Taguig City, Philippines 1110 - - Accountable for ensuring timely and accurate payroll is delivered to 3000 employees of all 5 Cargill Philippines companies on a semi monthly basis. Ensuring legal and regulatory compliance of payroll services across all 5 Cargill companies which covers BIR, SSS, PAG-IBIG and Philhealth Key local contact with third party vendor (ADP) to monitor the Payroll calendar and the monthly payroll performance Works with the Accounting team monthly to ensure reconciliation of accounts vs. payroll is done accurately and timely. Responsible of being an expert in all related processes and country specifics, owning and updating documentation, communicating changes and providing training to team members, continuously looking to improve work processes to ensure the processes are working effectively at all times. Executed the coordinated deployment of HR operations services, including any January 2014 December 2017 – ANZ Payroll Operations and Transformation Manager IBM Global Process Services Inc. 1800 Bldg., Eastwood City, Libis, Quezon City, Philippines 1110 - May 2012 – December 2013 Accountable for ensuring legal and regulatory compliance of payroll services for each country, in collaboration with local delivery resources Key local contact with third party vendors (ADP, Ernst & Young, Dun & Bradstreet) Ensure legal compliance and coordination with tax authorities, social security office Responsibility of being an expert in all related processes and country specifics, owning and updating documentation, communicating changes and providing training to team members, continuously looking to improve work processes to ensure the processes are working effectively at all times Lead the implementation of changes and manage projects to improve timeliness, accuracy and efficiency of the payroll processes Directly manages eighteen employees Eminence and Excellence awardee on May 2016 Part of the IBM Top Talent from 2016 to 2017 Payroll Client Service Manager for ANZ and ASEAN IBM Global Process Services Inc. 1800 Bldg., Eastwood City, Libis, Quezon City, Philippines 1110 - January 2011 – April 2012 Philippines specific strategy requirements. Provide consultation to HR and business managers and supervisors within Philippines regarding the interpretation and delivery of complex HR Services/Operations policies, programs and processes. Identify and implement opportunities for continuous improvement and standardization on processes currently managed by country and/or regionally. Ensure consistent adherence to all legal and regulatory requirements in the Philippines. This may involve working with legal resources and/or external consultants to interpret and implement complex/ambiguous policies. Directly manages seven employees. Accountable to the Payroll services of IBM Australia, New Zealand, Singapore, Philippines, Indonesia and Thailand Maintained the solid coordination of Payroll Operations with other Service Lines Collaborated with top management and reported directly to the Delivery Project Executive to convey strategic business results. Strengthened the process and coordination of resources across Asia. Handled client’s complex cases that needs further investigation Monitored the performance of the Payroll Operations to ensure that metrics are met Reported Payroll performance and issues to the HR Directors for the countries handled Functionally managed forty employees Awarded for Outstanding Performance and Dedication for IBM Asia Pacifica Account for the year 2013 Awarded as the Client Service Manager of the Year on 2013 Client Service Manager for Australia, New Zealand, Japan and Korea IBM Global Process Services Inc. 1800 Bldg., Eastwood City, Libis, Quezon City, Philippines 1110 - Managed the P&G Australia, New Zealand, Japan and Korea Outsourced HR services Client Management for Key Stakeholders Evaluated client programs and recommended improvement opportunities. Collaborated with top management and reported directly to the Delivery Project Executive to convey strategic business results. Implemented the use of Cloud to distribute the Tax Year End forms for P&G Japan Managed and provided performance coaching to off-shore resources Strengthened the process and coordination of resources across Asia. Monitored the performance of the Process Owners across all bundles/departments in accordance to the Service Level Agreement (SLA) February 2009 – April 2012 Global Business Continuity Plan Service Manager for P&G Account IBM Global Process Services Inc. 1800 Bldg., Eastwood City, Libis, Quezon City, Philippines 1110 - September 2008 December 2010 – IBM Global Process Services Inc. 1800 Bldg., Eastwood City, Libis, Quezon City, Philippines 1110 - 2007 – June Managed the P&G China, Hong Kong and Taiwan Outsourced HR services Client Management for Key Stakeholders Evaluated client programs and recommended improvement opportunities. Collaborated with top management and reported directly to the Delivery Project Executive to convey strategic business results. Managed and provided performance coaching to off-shore resources Strengthened the process and coordination of resources across Asia. Monitored the performance of the Process Owners across all bundles/departments in accordance to the Service Level Agreement (SLA) Continuously monitored and updated the P&G Web Portal Back-End Content and Navigation Management Functionally managed thirty employees Awarded The Best of IBM Award on 2008 Awarded the P&G Asia Employee Services Operational Excellence Award and IBMP&G Partnership on 2009 Part of the IBM Top Talent from 2010 Cost and Revenue Specialist for the P&G Phase 4 Project IBM Global Process Services Inc. 1800 Bldg., Eastwood City, Libis, Quezon City, Philippines 1110 - June 2008 Monitored on time completion of the Business Continuity Plan across P&G Americas, EMEA and AP Reviewed the Business Continuity Plan for the Delivery Centers and Local offices across P&G Americas, EMEA and Asia Pacific Maintained the Business Continuity Plan governance file and reviewed annually with the client Maintained and Created the BCP plan for P&G Asia Pacific Client Service Manager for China, Hong Kong and Taiwan - July 2008 – August 2008 Directly managed three employees and functionally manages sixty employees Awarded the P&G Asia HR Solutions & Services Customer Value Creation Award and IBM Excellence Award on June 2011 Part of the IBM Top Talent from 2011 Provided the Financial Outlook for the P&G Asia Pacific account Understood and analyzed the financial aspect of the contract between IBM and P&G Formulated cost saving projects which will benefit the Company Computed for the projected revenue of the Company until the end of contract Customer Interface Process Owner IBM Global Process Services Inc. 1800 Bldg., Eastwood City, Libis, Quezon City, Philippines 1110 - Managed P&G Asia Pacific Contact Center and Web Portal Employee Services Monitored the performance of Customer Service Representatives / Agents in terms of handling clients’ inquiries and requests Handled customer’s complex cases that needs further investigation Coordinated changes done by the back office team to the customer service representative bundle Continuously monitor and update the P&G Web Portal Back-End Content and Navigation Management Strengthened the interface relationship of Asia Pacific IBM-P&G per country commissioner, for P&G Japan and IBM Japan Managed the Service Level Agreement IBM-P&G Global Report Formulated and updated the contingency plan for the Thai and Bahasa Indonesia agents Organized the Asia Pacific Contact Center Survey Project with the objective of identifying the areas of improvement of the customer service representatives Awarded as the Solid Contributor of the team in 2007 4th quarter Personal Business Commitments ratings Contributor to the IBM Business Services ISO Certification - TRAININGS ATTENDED Building an Agile Culture Workshop (January 2017) Australia Payroll Certification Training (September 2014) Management Training: Manager Impact Through Signature Experience (June 2014) Project Management Training (August 2011) Leadership Development: Focus on High Performance (February 2011) Adapting to Change Workshop (June 2008) The 7 Habits of Highly Effective People (December 2007) EDUCATION Ateneo De Manila University (June 2003 – March 2007)  Bachelor of Arts Major in Interdisciplinary Studies Minor in Management and Psychology  Has a general weighted average of 1.90, or equivalent to Very Good, in all major subjects in fourth year SKILLS Expert in MS Excel, Word, PowerPoint Knowledgeable in SAP, HR Access Navigation Knowledgeable in Financial Modeling using MS Excel Excellent Communication Skills, both written & verbal, in English Multitasker / Fast Learner / Works under pressure REFERENCES Available upon request.