Operation Manager
OPERATION MANAGER looking for employment in London
Objectives:
SEEKING AN EMPLOYMENT IN UK SIMILAR TO MY EXPERIENCE GAINED IN MALAYSIA IN OUTSOURCING ENVIRONMENT
Skills:
LEADERSHIP VALUE, METICULOUS AND EYES FOR DETAILS, TEAM BUILDER, SERVICE ORIENTED AND VERY OPEN MINDED
Work Experience:
EMPLOYMENT EXPERIENCE
Full Personal Tax Compliance for Expatriates (Feb 1991 – June 1998)
• Sending of proposals to prospective clients upon meeting / liaising with them and understanding their requirements.
• Carrying out full personal tax compliance services for both expatriates as well as Malaysians sent on foreign assignments, i.e. review of the personal tax returns and relevant tax documents prepared for expatriates as well as Malaysians sent on foreign assignments and senior Malaysian executives, to ensure full compliance with the Malaysian Income Tax Act, 1967.
• Effectively manage assignments and overseeing the work of team members, which include reviewing, editing and finalising business letters / tax advisory letters to clients and other third parties and ensuring that they work within the allotted budget.
• Develop, maintain and enhance good working relationships with clients comprising of major local and international MNCs in various industries. Understanding client’s business and industry in order to develop an awareness of their business needs so as to generate innovative ideas and recommend appropriate solutions.
Personal Tax Advisory
Provided personal tax consulting work on expatriates such as:-
• Expatriate Cost Management for companies with large expatriate population.
• Reviewing of tax efficient remuneration and individual tax planning for short and long term expatriates and outbound Malaysians sent on international assignments, as well as senior Malaysian executives.
• Performing “health checks” on companies to assess risk and exposure in their compliance with the compulsory statutory deductions in respect of its employees. Submitting report to the clients to evaluate the “damage” and proposing methods to rectify and minimize the exposure.
• Tax implications of double tax treaties on cross-frontier transactions.
• Managing and overseeing International Assignment Management policies as well as tax equalisation and protection policies for international assignees.
• Training and presenting employee tax, payroll and regulatory issues to external groups of participants.
• Assisting clients on the tax impact of Voluntary Separation Schemes (VSS) on companies as well as their employees, reviewing of VSS scheme to ensure tax compliance.
Payroll Outsourcing (July 1998 – April 2006)
• Managing and overseeing the specialist Payroll Outsourcing Team in its day-to-day operations ((taking stock of daily activities, reviewing payroll documents to ensure accuracy, on-the-job training to new recruits).
• Monitoring the deadlines of the deliverables to the clients and the regulatory boards (IRB, EPF, SOCSO) and monitoring the progress of the total clientele strength of 45-50 companies. The deliverables are done to ensure full compliance under the EPF, SOCSO and Employment Acts.
• Participate in discussions/conference calls with clients and vendors and handle critical “show-stopper” situations by proposing immediate corrective measure to ensure project deadlines are met. Close interactions with vendors to ensure non existence of any gaps.
• Reviewing and publishing monthly payroll planners to clients whilst monitoring the status regularly with the team members.
• Working closely with the software vendor to ensure payroll’s systems proper functionality in delivering and servicing the clients.
• Responsible for ensuring adequate resources for the team - extensively involved in staff recruitment.
• Responsible to educate and instill team work/spirit within the team members to ensure smooth flow of routine work and cooperation amongst the team members – this is important to ensure the completion of assignments due to multi tasking deadlines.
• Responsible to manage the net investment for the team on a monthly basis and to meet the annual budget for the team
• Responsible to look out for business opportunities by conducting talks within the organization to cross-selling the products available in the team.
• Responsible to present to the higher Management on the short and long term business plan & marketing strategies for the growth of the team.
• Conduct annual seminars to clients on the Employer & Employee’s obligation in filing the annual statutory forms.
ACCOMPLISHMENT/ACHIEVEMENT
Submitting tender and proposal for a major project
• Played a major role in winning a 3 year engagement for payroll outsourcing with a major global company involved in the design, manufacturing and marketing of hard disc drives, providing products for a wide-range of Enterprise, Desktop, Mobile Computing, and Consumer Electronics applications, based in Penang.
The 3 year engagement was a major project that gave substantial revenue for the team. During the entire project, reporting was direct to the Executive Director. Upon completion of first 3 years contract, I was also involved in the renewal of the contract for a further 3 years, working closely with the client and the legal counsel in reviewing the terms and conditions in the Service Level Agreement (SLA) (including price negotiation with the client key personnel).
Project Management
(1) Project Management for Implementation and Outsourcing of a Web based Payroll and Time and Attendance system (payroll for headcount of 7,000+ employees)
• Given the task of a Lead Manager of PwC for the above project. Project-managed the web based implementation of an entirely new Payroll and Time and Attendance system (24 x 7 web based system). Had successfully delivered to client the required in two phases within the timeline and budget set with the client. The activities carried out include defining the entire project scope and milestones, arranging for adequate resources for the project, conducting steering committee meetings with client and vendor, daily liaison with the client’s project manager and providing weekly status report, defining the project milestones and project plan, defining the activities for each milestone, managing client expectations, working closely with the software vendor and monitoring the deadlines and deliverables to ensure system is implemented and readiness is in accordance with the requirements given by the client. Organising and conducting the project kick-off meeting with the boardroom members of the client, managing the client’s project staff, billing the client, and handling the day-to-day project issues. During the early implementation stage, the work was carried out at the client’s premises, with very close interaction with the client on the day-to-day status.
(2) Vendor selection and Project Management for implementation of a new Payroll system
• Involved in selecting a capable software vendor to provide a flexible new payroll system to meet the client’s requirement (for an Oil & Gas client). This involved identifying and short listing the top payroll software leaders in the market, to co-ordinate demo of their software to the client, to prepare evaluation documents and shortlist the top 2 vendors for client’s selection. Finally, project managing until the system has been tested to go live at the client’ premises.
Both the above projects required strong project management skills in project planning, monitoring and control to ensure project deadlines are met.
Job scope in Talent2 HRO Sdn Bhd
Joined as Lead Analyst – Special Projects (July 07 – Jan 08)
• Reviewing work processes and recommending the internal documentation as part of the payroll compliance, such as individual client Checklist report and Summary of Processes (SOP) documenting the various processes from start to end, with complete snapshots of system screens.
• Involved in the HK Ordinance change that came effective July 2007; had to review the impact of the amendments to the leave rules for the HK clients by close liaison with the HK Labour officers and working with the in house Consultants to test the changes to the rules.
• Researched on Indian payroll statutory requirement (Tax, PF, ESI), the various payroll impact and the calculations of the “basket of allowances”. Worked closely with Talent2’s Indian counterpart in understanding the payroll impact and summarized the requirements in blue print for a major tender.
• Handling the month to month payroll processing for 2 major Singapore clients independently (total of 250 headcount). Process starts from data entry into Alesco system, validation, processing and checking output, bank disbursement, statutory disbursement, GL download, bank reconciliation and payroll end closing.
Promoted to Operations Manager ( February 08 - Dec 08)
• Responsible for smooth client management and processing of 10 clients, varying from Singapore, Malaysia, Hong Kong and Macau accounts.
• Co-ordinating internal meetings/discussions with Consultants on new projects implementation, making resources available for the testing, parallel till go live. Project managing to ensure timeline is met, with gap analysis. Participating in conference calls with clients’ management team on the project status.
• Reviewing and publishing monthly payroll planners to clients whilst monitoring the status regularly with the team members.
• Working closely with internal Consultants to ensure payroll’s systems proper functionality in delivering and servicing the clients is met.
• Responsible for ensuring adequate resources for the team - extensively involved in staff recruitment (including engaging third party Recruiting agents).
• Close monitoring of monthly processing documents and periodic audit review to ensure the whole team is adhering to the stringent processes in meeting the SOX compliance. Responsible to educate and instill team work/spirit within the team members to ensure smooth flow of routine work and cooperation amongst the team members – this is important to ensure the completion of assignments due to multi tasking deadlines.
• Pioneered the set up of an in-house new Call Center (24x7) for a multi countries client (11 countries). Responsibilities included recruitment, training on product knowledge for the CC staff, reviewing the work processes document, including KPI and SLA.
• Conducting in-house training to Operations team on the statutory calculations for the various countries, including Malaysia, Singapore, Macau and Hong Kong.
• In charge of statutory compliance with Sarbanes Oxley and conducting random audit on operational deliverables to ensure compliance.
• Staying abreast of statutory changes and updating the Operations team to ensure changes are effectively incorporated as part of deliverables to clients accurately.
Education:
MALAYSIAN SECONDARY EDUCATION LEVEL
MEMBER OF MALAYSIAN INSTITUTE OF TAXATION (MIT)
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