Summary
Overview
Work History
Education
Skills
Websites
Certification
Languages
Timeline
Generic

Fahad Munir

Global Process Owner - Time, Absence & Payroll
Kuala Lumpur

Summary

As a Global Process Owner for Payroll at Baker Hughes, within the HR Enterprise, Governance, and Solutions team, My role is centered around optimizing and innovating the payroll process across the global operations. I'm dedicated to enhancing the efficiency, compliance, and effectiveness of payroll management, ensuring that systems and practices meet the complex needs of our diverse and dynamic workforce. My work involves collaborating closely with cross-functional teams, to implement best practices, tools and governance standard. Driving the transformation of our payroll operations through strategic innovation and operational excellence. This role is pivotal in aligning our payroll processes with Baker Hughes' overarching goals of transparency, efficiency, and employee satisfaction.

I am supporting the global HR transformation initiative, leveraging the Workday, ServiceNow, Kronos etc. platform to optimize and automate HR processes, enhance employee experience, and enable data-driven decision making. With over 7 years of experience in operations management and process improvement, I bring a strong background in project management, Lean Six Sigma, and customer engagement to my role.

Prior to that I have worked for Webhelp and managed their key client's operation (SAP), Making sure that engagement remains profitable with high efficiency in operations management. Furthermore, developing and cultivating lucrative client relationships, and mentoring and training several employees. I have also led and contributed to various process improvement projects, using data analysis, performance improvement strategies, and communication plans to deliver quality results and meet deadlines. I am always eager to learn new skills and apply them to my daily tasks, improving efficiency and productivity. I am a certified LSSGB and Project Manager and I hold a BS in Business Administration.

Overview

16
16
years of professional experience
4
4
years of post-secondary education
5
5
Certifications

Work History

Global Process Owner - Time, Absence & Payroll

Baker Hughes Services Malaysia SDN BHD
2024.03 - Current
  • Reviewed existing protocols for compliance with industry standards and regulations, taking necessary steps to address any gaps identified.
  • Implemented cost-saving measures that led to significant reduction in overhead expenses.
  • Developing End-to-End Processes and Process Improvement Roadmaps
  • Defining and communicating a clear vision and strategy for end-to-end processes across the operating model.
  • Developing and translating strategy into overall process key deliverables, operational goals, objectives, and process roadmaps.
  • Leading projects to the execute on the global strategy for an end-to-end process including associated policies and technologies.
  • Staying abreast of process trends and leading practices occurring in the marketplace to inform strategic direction and process enhancement.
  • Reinforcing and demonstrating the value the company derives from greater focus, governance, and commitment around global applications, process consistency and priorities.
  • Monitoring Process Performance and Identifying Opportunities.
  • Driving KPI and SLA baseline and metrics.

HR Knowledge Manager

Baker Hughes Services Malaysia SDB BHD
2021.11 - 2023.02
  • Responsible for the design, development, and ongoing support of Baker Hughes Knowledgebase
  • Responsible for the creation and maintenance of content within the Baker Hughes HR Knowledgebase
  • Define guidelines for creating, developing, evolving content within the Knowledgebase
  • Ensure ongoing assessment of workforce information needs and evaluate most suitable methods to deliver impactful information
  • Lead multiple CI processes to improve current HR service Delivery Collaborate with HR Communications, HR Service Delivery Operations, HR Business Process owners and other stakeholders to curate and prioritize portal content;
  • Develop and monitor metrics to identify and drive improvements to ensure overall operational effectiveness and enhance employee experience.
  • Utilized SharePoint for interim knowledge repositories, ensuring seamless HR service continuity during the transition to ServiceNow. My leadership in the ServiceNow knowledge base project, in collaboration with Amaze, resulted in dynamic knowledge articles and a virtual agent, enhancing employee support and accessibility.
  • Launched the Manager Hub, a platform for manager training and communication, further enriching the internal knowledge ecosystem. This initiative underscored our commitment to improving management capabilities and internal communications
  • Established robust governance frameworks and lifecycle management strategies, crucial for maintaining data integrity and preventing information duplication across the organization.

Operations Manager

Webhelp Malaysia / Concentrix Malaysia
2020.04 - 2021.08
  • Managing all SAP workstreams i.e
  • Customer Support, Lead generation, Campaign Management, Web Content Publication & Cloud Billing Support
  • Managing Client’s expectation and handling difficult stakeholders
  • Cascade operational procedures to PMO and ensure all processes are document and updated regularly
  • Key Focus on Performance Management, Metrics & Reporting and Professional development of peers & subordinates
  • Ensured 100% KPI achievements for all LOBs Bridge between account management and SAP LOBs for future RFPs
  • Recruited, hired, mentored, and trained several employees on business procedures, policies, duties, and customer care methods
  • Promoted energetic atmosphere with purpose to drive improvements in customer care and experiences
  • Developed and cultivated lucrative relationships with both new and existing clients through effective communication and exemplary people skills
  • Worked in tandem with LOBs to better understand business process and initiate improvements, helping company achieve goals
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness
  • Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches
  • Negotiated price and service with customers and vendors to decrease expenses and increase profit.
  • Responsible for Protege Interns Programs ensuring hiring, training, coaching and job allocation of Protege Interns
  • Tracked trends and suggested enhancements to both challenge and refine company's product offerings.

Virtual Line Manager

Webhelp Malaysia / Concentrix Malaysia
2016.04 - 2020.04
  • Managed different SAP Work streams i.e
  • Customer support, Sales & Web content Publication Key focus areas were teamwork, Quality Assurance, Performance analysis and Mentorship
  • Achieved & maintained higher customer Satisfaction among all SAP programs
  • Promote cross team collaborations to optimize current processes
  • Led multiple process improvement projects and analyzed data to identify opportunities for improvement
  • Created plans and communicated deadlines to ensure projects were completed on time
  • Developed team communications and information for meetings
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
  • Developed and implemented performance improvement strategies and plans to promote continuous improvement.

Virtual Store Specialist

Webhelp Malaysia / Concentrix Malaysia
2016.08 - 2016.10
  • Store Admin for SAP's Ecommerce platform
  • Assist customers & partners on order troubleshooting and License delivery
  • General product knowledge for top selling SAP Software along with 100% understanding of SAP E-commerce order management
  • Work closely with marketing on active promotions and voucher code enablement
  • Provide feedback to SAP Customer Experience colleagues on customer behavior or complains
  • Cross team collaboration and Process oriented mindset to improve current processes
  • Higher engagement with Level-2 support for any bugs or downtime in back end systems.

Profiling / Demand Generation Specialist

Webhelp Malaysia / Concentrix Malaysia
2016.05 - 2016.08
  • Help sales team in accurate lead generation To make sure prospect's data is accurate and updated To confirm BANT for the customers Timely out bounds and follow up until the lead is qualified To meet quarterly targets and timely task assigned accordingly Use online, call resources to confirm and provide required data

Customer Care Officer

Sudong Sdn Bhd Malaysia
2013.12 - 2015.12
  • Inbound & outbound technical support to Singtel's postpaid customers Understand customer's problem and provide on spot solution Escalate to Level-2 Support in case of back end issues
  • Assist customer on general Postpaid plan inquiries
  • Assist Supervisors in handling complicated customer issues and taking manager's call back
  • Assist teams as Abay/Coach in absence of supervisors
  • Assist new joiner's as Abay/Coach for smooth onboarding.

Project Manager

Medical Transcript Billing Company USA
2013.01 - 2013.09
  • Worked in different capacities on project basis to fix the operational pain points reporting directly to General Manager
  • Operations Analysis, process evaluation to identify cumbersome work streams which can be automated to help optimize operations capabilities
  • SOP Review worked together with compliance and business transformation to identify current and missing SOPs and suggest SOP integration in the Management Information System
  • Assistant Internal Auditor, Participated in Annual Internal ISO Audit exercise to ensure Policies & procedures are documented and followed accordingly

Client Service Executive

Medical Transcript Billing Company USA
2010.01 - 2012.12
  • Assist Billing operations to contact US Insurance support to understand claim processing status
  • Call out to targeted insurance companies and help billing identify insurance-based billing procedures Assist Doctor's office in provide enrollment & enablement with US insurance companies Worked closely with US Medicaid to improve claim acceptance and help increase the revenue
  • Document and manage Insurance related procedures, conduct trainings to improve operations knowledge & understanding of Medical Claim Processing
  • Helped operations to identify Batch level rejections and improve batch claim submissions.

Tele Sales Representative

Bir Al Sabia PVT LTD
2009.01 - 2010.12
  • Tele Sales of educational courses and home tuition in UK, USA & Canada Create and maintain prospect pipeline from online resources Cold calling to prospects and pitch for home tuition Achieved daily and monthly sales target and was a top performer in my team

Education

Bachelor of Science - Business Administration

Apollos University
2015.07 - 2019.05

Skills

SAP expertise

Project Management

Data analysis

Business Process Mapping

Process Automation

Operational Excellence

Lean Six Sigma

Process Mapping

Training Management

Effective Communication

Decision-Making

Interpersonal Communication

Problem-solving abilities

Certification

03/01/21, Lean Six Sigma Green Belt

Languages

English
Urdu
Punjabi

Timeline

Global Process Owner - Time, Absence & Payroll

Baker Hughes Services Malaysia SDN BHD
2024.03 - Current

HR Knowledge Manager

Baker Hughes Services Malaysia SDB BHD
2021.11 - 2023.02

Operations Manager

Webhelp Malaysia / Concentrix Malaysia
2020.04 - 2021.08

Virtual Store Specialist

Webhelp Malaysia / Concentrix Malaysia
2016.08 - 2016.10

Profiling / Demand Generation Specialist

Webhelp Malaysia / Concentrix Malaysia
2016.05 - 2016.08

Virtual Line Manager

Webhelp Malaysia / Concentrix Malaysia
2016.04 - 2020.04

Bachelor of Science - Business Administration

Apollos University
2015.07 - 2019.05

Customer Care Officer

Sudong Sdn Bhd Malaysia
2013.12 - 2015.12

Project Manager

Medical Transcript Billing Company USA
2013.01 - 2013.09

Client Service Executive

Medical Transcript Billing Company USA
2010.01 - 2012.12

Tele Sales Representative

Bir Al Sabia PVT LTD
2009.01 - 2010.12
03/01/21, Lean Six Sigma Green Belt
11/01/20, Business to Business Sales
11/01/21, Learning Program Management
12/01/20, Sales Management Foundation
03/01/21, Business Analytics with Excel
Fahad MunirGlobal Process Owner - Time, Absence & Payroll