JEFFREY NEIL CANLAS SERRANO

Job Description:

• Aligned global HR strategies across multiple regions, ensuring consistent policy implementation and improved compliance by harmonizing practices across 5 countries.
• Streamlined global payroll operations for all regions, reducing discrepancies and improving process efficiency.
• Drove employee engagement initiatives that enhanced cross-country collaboration and improved engagement scores.
• Led global talent acquisition efforts, optimizing hiring strategies and reducing time-to-fill for key roles.
• Implemented performance frameworks and leadership development programs, strengthening organizational capability.
• Partnered with C-suite, Regional Managers, and HR teams to deliver strategic Business solutions, boosting alignment and workforce effectiveness.

Job Description:

• Head of People & Culture (Philippines)
• Directed the strategic planning and execution of all People & Culture functions, aligning initiatives with business goals and compliance requirements.
• Optimized recruitment and workforce planning, reducing time-to-hire and improving quality of hires for senior and critical roles.
• Oversaw end-to-end payroll operations, ensuring 100% compliance and timely salary transfers; implemented payroll accuracy checks and data analysis for cost forecasting.
• Designed and implemented compensation structures and benefits programs, maintaining market competitiveness and supporting retention.
• Led employee relations and engagement strategies, improving employee satisfaction through stay interviews, wellness initiatives, and recognition programs.
• Developed and deployed performance management frameworks, ensuring integration with career progression and reward systems.
• Established and updated HR policies and compliance frameworks, mitigating legal risks and ensuring audit readiness.
• Championed HRIS automation and data-driven processes, improving accuracy and efficiency in P&C operations and systems (Time Doctor, Sage HR, GSuite, Slack).
• Spearheaded organizational development and culture programs, facilitating change management and leadership alignment.

Job Description:

• Managed end-to-end recruitment support, including job postings, candidate screening, assessments, and onboarding/offboarding processes.
• Administered payroll operations, ensuring accurate calculation of salaries, allowances, bonuses, and statutory compliance while addressing employee payroll inquiries.
• Maintained HR records and compliance documentation, supporting audits and policy implementation.
• Coordinated employee relations processes, including grievance handling, exit interviews, and administrative hearing preparations.
• Facilitated performance management activities, such as review letters, calibration sessions, and goal-setting support.
• Oversaw HRIS updates and reporting (Telenox, Time Doctor), generating payroll allocations, payslips, and basic analytics for management.
• Supported employee engagement and wellness programs, including team-building, MVP awards, and stay interviews, to foster a positive workplace culture.

Job Description:

• Provided administrative and operational support across all P&C functions, ensuring smooth execution of HR processes.
• Assisted with recruitment activities, including posting job ads, scheduling interviews, preparing candidate files, and collecting documents during onboarding.
• Supported employee relations by handling inquiries, distributing memos, and preparing employee request letters.
• Coordinated performance management tasks, monitoring appraisal submissions and organizing documentation.
• Maintained accurate HR records and compliance files, processed statutory benefits, and circulated policy updates.
• Managed HRIS data entry and reporting, ensuring data integrity and supporting system maintenance.
• Supported employee engagement and organizational development initiatives, including event logistics, training coordination, and internal communications.

• Managing, Objective Setting, Performance Coaching, and Monitoring of Reservation Sales Specialists/Representatives for hotels and resorts under the IHG group. Reinforcing Sales Strategies to be able to increase Revenue and Net rooms growth.
• Job Description:
• Led two high-performing teams (32 members) supporting USA and EMEAA regions, ensuring consistent delivery of world-class reservation sales services.
• Set clear objectives, performance targets, and KPIs, while providing regular coaching and mentoring to drive individual and team success.
• Reinforced and implemented strategic sales initiatives, resulting in increased revenue and improved net room growth across multiple properties.
• Achieved over USD 2 million in annual revenue through effective team leadership, strong sales execution, and process optimization.
• Monitored sales performance, quality standards, and customer experience, implementing improvements that enhanced conversion rates and guest satisfaction.
• Fostered a culture of accountability and continuous improvement, leading to sustained high performance and strong employee engagement.

• Responsible for handling booking calls, providing information about rates and availability, and assisting with hotel, flight, and meeting room reservations. They also research and negotiate prices, coordinate with travelers, and act as a liaison between the traveler and service provider.

Job Description:

• Delivered comprehensive credit sales support to a team of Client and Credit Advisors, managing clients across varying wealth segments.
• Assisted in financial analysis, credit underwriting, and approval processes, ensuring accuracy and compliance with internal policies.
• Prepared credit approval packages, annual reviews, renewals, and client proposals, facilitating efficient decision-making and deal closures.
• Collaborated with Client Advisors as an additional client contact, enhancing relationship management and service quality.
• Coordinated credit and loan portfolio administration, including monitoring past dues, managing document exceptions, tracking collateral values, and ensuring covenant compliance.
• Identified and supported cross-sell opportunities, contributing to revenue growth and client retention.
• Managed over 120 calls per day achieving excellent AHT.

Job Description:

• Led strategic training needs analysis (TNA) to identify skill gaps, performance barriers, and future capability requirements across multiple portfolios.
• Designed and implemented enterprise-wide learning programs, including new hire onboarding, upskilling, cross-skilling, and recursive training for Inbound, Outbound, and Back Office operations.
• Oversaw curriculum design and material development for new business lines and evolving service queues, ensuring alignment with organizational objectives.
• Partnered directly with onshore leadership and key stakeholders to monitor training effectiveness, report performance metrics, and drive continuous improvement.
• Established learning frameworks and KPIs that enhanced employee capability, accelerated time-to-competency, and improved operational performance.
• Managed 8 different line of business for Products and Services.

• Calls the customer to confirm and validate sales orders, subsequently encode the products and services to the systems and applications.
• Managed average of 50 calls per day with administrative.