SUSANA AHMAD

Human Resources

• Lead the HR function and provide leadership in crafting, reviewing and implementing HR policies in line with the organisation’s goals
• Build and organise projects and activities to cultivate high performance, team-oriented, people-centric, continuous learning and innovative culture promoting empowerment and growth
• Conduct manpower forecast/projection and tap on national level job support schemes
• Manage the manpower / recruitment plan in consultation with Management and responsible for employee training and development including sourcing for relevant courses, registration of courses, liaison with training providers and recruitment portals
• Champion in the review and update of the Human Resource policies and Staff Handbook according to the industry practice and benchmark against NCSS best practices
• Work with Management to develop and implement an effective and structured talent management and organisation development framework, including managing the performance review process and reviewing all learning and development opportunities
• Coach and mentor managers to instill an effective use of HR tools to maximise team benefits

Administration

• Plan, direct and coordinate the administrative functions of the organisation
• Maintain corporate collaterals and kit and provide guidance on adherence to brand guidelines

• Steered various regional teams, ensuring alignment in process knowledge, cases resolution and service quality
• Mentored the Marriot Customer Service team – a highly accomplished team, awarded recognition for exceptional KPIs and commendable service delivery
• Led various teams such as customer service, program support specialist and social media to achieve excellent service standards
• Managed projects such as the integration for the Marriott Bonvoy Program, Service Delivery Models, hiring of associates for the opening of Guangzhou and Jakarta Centres
• Hosted on-site visits of regional operation to internal and external corporate and industry personnel
• Conducted system and skill training to Team and Centre
• Partner with HR Team on talent acquisition and development, employee relations, HR initiatives.

• Manage, motivate and mentor mostly newly hired/progressed Customer Service Team
• Collaborated with stakeholders on multiple business functions such as workforce management, and training and quality management which resulted in an improved centre’s engagement score and team synergy
• Awarded Best Team Leader of the Year – CCAS Award (Bronze).

• Led a high-performance team of reservation associates to not only meet their set goals but to reach their potential
• Empowered the team with tasks and projects to maximise their capability
• 70% team members progressed to other roles within 2 years of my leadership.