Wilhelm Konrad Santiago

WILHELM SANTIAGO PROFESSIONAL EXPERIENCE HR DIRECTOR, SERVICE DELIVERY Transcom Worldwide Philippines | Jun 2016 - Nov 2018 CONTACT Successful initial set up of Region Shared Services Cost avoidance of almost USD1.2 M as a result - of controls and reconciliation process put in place. - Total rewards review and enhancement helped Manila, Philippines in decrease of attrition. Promote a culture of mutual trust and respect and champion the company core values – SUMMARY OF QUALIFICATIONS Passion, Excellence and Innovation. PEOPLE SERVICES PROJECT HEAD General Motors | Feb 2016 - May 2016 People Manager, practicing Owns and manage project plans for the successful authenticity and diversity and implementation of People Services offerings, tools inclusion daily. Interacts easily among and technology in service center environment. individuals of various professional, economic and cultural backgrounds. Accustomed to performing well to a fast-paced, high-pressure environment and can focus on details while keeping an eye on the big picture. An effective servant-leader with demonstrated skill in gaining the cooperation of individuals for the betterment of a task. Highly versatile and can adapt easily to various job environments. Collaborates with the implementation team, project teams, pmo, internal partners and third parties throughout the implementation process to ensure the successful delivery of a shared services solution. Responsible for overseeing the team designed to provide tier 1 customer service, administrative support and transaction processing for Human Resources, Payroll, Benefits, and various other services. Monitors the efficiency and quality of processing actions, (i.e., customer services, issue resolution, case management, processing support and the likes) WILHELM SANTIAGO PROFESSIONAL EXPERIENCE SENIOR OPERATIONS MANAGER TaskUs Inc. | Jun 2015 - Feb 2016 CONTACT Manage CS group (1500 ftes) and ensure that KPI performance targets are met. Foster a customer-centric attitude, drive customer -- Manila, Philippines priorities, and build effective customer/vendor relationships. Builds partner incentive programs that inspire creativity to achieve TaskUs values, goals and continuous improvement. Innovate customer support and deliver a unique SKILLS AND EXPERTISE Human Resources Operations Customer Service experience for our customers, internal employees, and BPO partner management and agents. OPERATIONS MANAGER Shell Shared Services Asia, B.V. | Jul 2007 - Mar 2015 Transactional Activities Lead a team of advisors and specialists servicing Stakeholder Management internal employees around the world ensuring Continuous Improvement Mindset flawless HR services. FTE Planning and attrition planning Assisted Regional Operations Manager in ensuring the process is followed in accordance with the global policy. EDUCATION BACKGROUND BS PSYCHOLOGY Far Eastern University | June 2000 - Oct 2004 Member, Psychological Society Performance management of all staff Delivering results through others.