Vergara Ivy Katherine

• Managing the EU customer care team: A customer care lead is responsible for managing a team of customer care representatives. This includes hiring, training, and coaching team members to ensure they are providing excellent customer service.
• Developing and implementing customer service policies: Customer care leads develop and implement customer service policies to ensure consistency in service delivery. They also establish performance metrics to measure the effectiveness of the team.
• Resolving escalated customer issues: Customer care leads are responsible for resolving customer issues that have been escalated beyond the customer care representatives. They must have excellent problem-solving skills and be able to think on their feet to resolve complex issues.
• Analyzing customer feedback: Customer care leads analyze customer feedback to identify patterns and areas for improvement. They use this feedback to improve customer service processes and train team members accordingly.
• Collaborating with other departments: Customer care leads work closely with other departments, such as sales and marketing, to ensure the company is meeting customer needs and delivering a positive customer experience.
• Reporting to management: Customer care leads provide regular reports to management on team performance, customer satisfaction, and any issues that arise. They may also provide recommendations for process improvements and team development.

• Acts as first point of escalation for user/client-relation issues or queries and act as a liaison to another IT team. This requires full understanding of payroll process and technical aspect of the payroll system (SAP).
• Acts as consultant whenever a client requests for payroll report build assistance. This requires better understanding of the client's business requirements and ways of generating reports from SAP.
• Research, diagnose, troubleshoot, and identify solutions to resolve customer issues; and escalate the issues to developers for fix.
• A sense of urgency in solving customer inquiries and ability to work effectively under pressure
• Provide management with support by recommending system and process improvements to enhance quality service extended by the team to the users.
• Provide prompt and accurate feedback to clients.
• Ensure proper recording and closure of all issues.
• Document knowledge in the form of knowledge base tech notes and articles.
• Ensure Service Level Agreement and Standard Operating procedures are met.
• Timely tracking of issues, change/enhancement requests and coordinating updates to clients.

Admin Role

• Administration support of payroll system including managing user set up and troubleshooting employee’s access
• Maintain proper system access for all roles

Customer Service/Client Facing Role (PH,TH,US)

• Partner with HR and Business leads to resolve payroll/payroll accounting related issues
• Respond to Employee and HR Business Partner queries within 24 hours
• Resolve SAP/ADP Global View payroll processing related issues for the US, Philippines & Thailand
• Conduct root cause analysis, communication to impacted parties and provides solution

Project Management Role (PH,TH,US)

• Visited Dallas, Texas for training and transition to migrate the Customer Service and Reporting processes in the Philippines
• Run small projects and process improvements, including holding meetings and status update conference calls
• Collaborate with Upstream Partners on Projects impacting pay

Reporting Role (PH,TH,US)

• Produce ad hoc reports from SAP/ADP Global View/Ceridian
• Review HRBP issues log
• Prepares monthly Payroll Metrics Report and Post Payroll Reports
• Prepares month-end reports
• Prepare data for Total Rewards Statement

Audit Role (PH,TH,US)

• Complete US Workers Compensation audit
• Data collection for internal and external audits
• Data comparison and analysis between HR and Payroll systems
• Reviews payroll data/result before payroll processor exits payroll processing

Treasury Role (PH,TH,US)

• Act as the back-up for Payroll GL Accountant and ensuring all payroll wage types are correctly mapped to the corresponding GL accounts
• Approves Invoices charged by vendor for payroll service
• Initiate payment via Bank of America portal for disbursement of payments to employee’s payroll bank account

Support Role - Streamlined Countries (Europe)

• Reviews payroll data and provides approval to payroll service provider
• Reviews payroll scorecard for payroll service provider and provide feedback with their service
• Responsible for successful delivery of agreed SLA and conduct performance review of the vendor

• Compilation and processing of transactional Payroll and Time Data. This requires teaming/collaboration with other teams that deliver payments/deductions via payroll.
• Prepare payroll calendar (monthly, year-end,off-cycle)
• Process payroll requirements in payroll system (monthly, year-end, off-cycle).
• Preparation and processing of Final Settlement/Terminal Pay.
• Ensure accuracy of employee and employer contributions for statutory requirements. This requires knowledge of tax and labor laws of the countries managed.
• Ensure accuracy of other payments & deductions calculated by the system. This requires in-depth knowledge of company policies (eg. Overtime, allowances).
• Generation of Pay Statements and other Business reports.
• Generation of statutory reports. This requires knowledge/understanding of the country forms and government guidelines to complete these. The process owner should also have the capacity to verify that all information reported is accurate and legally-compliant.
• Remittance of payments for employees, government offices, and 3rd parties.
• Journal entries posting, accruals, account reconciliation (requires knowledge of company’s accounting guidelines and in-depth knowledge of payroll accounting matters).
• Interface with external customers for requests &/or issue resolution (eg. Banks, Government officers, client, vendor).
• Remittance of payments to tax authorities, government offices and 3rd parties.
• Document monthly payroll scorecard, including issue and resolution tracking.
• Acts as Tier 2 for Issue Resolution of Payroll and Time Management related matters.
• Responsible for Legal Change Management and Document Management.
• Implements internal control measures and conducts regular control self-assessments to ensure that processes meet IC requirements.
• Processing of Payroll e-forms and other payroll inputs. This includes encoding and loading of payroll & time management inputs in the Payroll System
• Prepare/Validate Business and Legal/Statutory Reports
• Prepare Payment request forms for third party or other employee payments
• Invoice Posting to SAP Finance for all payroll payments
• Sending payroll reports/results to different sub bundles and key contacts
• Documentation and Filing of Payroll & Time Management Files

• Monitoring production rates and raw material prices
• Contacting vendors and checking inventories
• Purchase orders and delivery schedules review orders
• Keeping and updating records and information
• Coordinating purchasing with clients and co-workers
• Ensure smooth operations throughout the production and distribution life of a given product

• Screens resume of applicants
• Call out applicants for exam and interview schedules
• Administer examination of applicants
• Conduct initial interview
• Endorse applicants for final interview with HR senior officer
• Encode applicant’s status (passed/failed)
• Conduct background investigation
• Prepare and keep 201 file of employees
• Post updates in the company bulletin
• Assist/escort company visitors