Idara INWANG

Promoted due to high performance and results within 5 months of employment.Awarded as the Rising Star and received several recognitions.

• Actively engage clients in saving time and money, improving their financial picture, and financial wellness conversations while increasing revenue generating activities.

• Provide advice and fulfill advisory and sales solutions to ATB360 clients to enhance the overall entrepreneurial experience.

• Consistently source leads to Retail, Business or Wealth colleagues to complete more in depth or time-consuming requests for the best client experience.

• Generate revenue and achieve individual, team, organizational goals, while contributing to sales strategy

• Educate customers and fulfil in self serve banking options and assist clients with external applications.

• Liaise with internal partners (Client Care, Business and Wealth) and other branch team members to ensure optimal customer service is maintained.

• Interact across multiple communication channels with digital users experiencing difficulties with software and mobile applications to analyze and identify the root cause of underlying issues.
• Consult user guides, technical manuals, and other documents to troubleshoot and implement solutions in response to issues identified, provide users with guidance and education/training.
• Support users with the installation and navigation of software and mobile applications.
• Transmit Teleperformance and our client values in every interaction.
• Handle and carefully respond to all customer inquiries by building excellent rapport & confidence, identifying
  their needs, and taking strategic action in a timely manner.
• Provide excellent customer support through active listening on every interaction while adjusting support
  approach to accommodate all levels of customer experience.
• Aim to resolve issues on the first call by being proactive and demonstrating advanced product knowledge.
• Work with confidential customer information and treat it sensitively.
• Use software to source and input customer data accurately as related to the inquiry
  

• Manned resources strategies and best practices, partnering closely with C-Suite and Senior Leadership teams
• Led all Human Resource strategic functions, supporting 200+ leaders and employees within a fast-paced organization
• HR Strategy: Created a visionary 3-year HR strategy aligned with the business strategy and values, navigating change during COVID via change management and effective communication
• Partnered with executive leadership to develop and execute human capital strategies aligned with business objectives
• Training and Development: Oversaw the pivoting of all in-person training sessions, including the new hire onboarding program, to virtual training
• This strategic shift ensured the delivery of vital training initiatives during the challenging pandemic period, resulting in a 97% satisfaction score
• Performance Management: Planned and facilitated leadership and succession planning discussions with Senior Leadership, ensuring equity, alignment, and readiness for emerging talent requirements for 100% of critical roles
• Leadership: Created an engaging team environment by coaching and mentoring direct report on daily work and career development opportunities, contributing to Leadership Effectiveness Score above 90%
• Investigations: Conducted over 10 sensitive internal investigations with rigor, objectivity and timeliness supporting a fair workplace environment in which employee's feel safe to bring forward concerns
• Full cycle recruitment: Successfully managed full-cycle recruitment, effectively tracking open requisitions in the ATS, and strategically collaborating with external partners, sourcing tools, and agencies, filling an average 20+ positions per month
• Business Partnership: Cultivated extremely trusting relationships with professionals throughout the organization, resulting in the ability to influence positive changes and improvements

• Human Resource Business Partner leading all aspects of HR for 800+ employees and leaders
• Promoted due to high performance and excellence in exceeding leadership expectations
• 3X winner of the Star Performance Award
• Onboarding: Conducted new hire onboarding as well as managed contract completion, extensions, and conversions, ensuring a seamless and efficient onboarding process, contributing to a 20% increase in new hire retention
• Enhanced the process and reduced manual onboarding process by 7 days
• HR Transformation: Successfully led the implementation and rollout of new HR software system (e-MOR) streamlining HR processes and enhancing efficiency across the organization, with a cost savings of $2K per employee annually
• Talent Acquisition: Aligned talent with business objective to attract, develop, retain, and engage the best employees
• Achieved a significant reduction in regrettable turnover, driving it down to 2.38% in 2018
• HR Strategy: Strategically drove consistency of HR strategy across for 400+ employees, leading to streamlined operations and enhanced employee engagement
• Culture: Cultivated a culture of heightened efficiency, productivity, and positive employee engagement, resulting in a 40% increase in operational output and a 60% increase in overall employee engagement

• Led Human Resources within a national organization with over 8,000 employees
• Designed & developed the foundation of HR practices, developed employee handbooks and policies; implemented and ensured compliance with the company's HR policies, increasing employee motivation by 70% and performance by 80%
• HRIS Implementation: Drove SAP-based HRIS transformation, establishing countrywide performance management and recruitment modules, alongside core HRIS enhancements
• Automated processes, amplified data accuracy/reporting, dismantled silos, and elevated decision quality
• Talent Management: Propelled global organization to success through networking, recruiting, and developing talent; trained business unit leaders to maximize talent for respective locations throughout various provinces
• Labour Relations: Developed and effectively communicated plans, guidelines, and policies in compliance with union collective agreements, ensuring consistent adherence to contractual obligations and a harmonious labour-management relationship
• Coaching: Provided coaching and guidance to supervisors across 25+ plants on managing employee grievances and performance improvement plans
• Reduced response time to employees and unions within 24 hours (previously 72 hours), mitigating risks to the organization and increasing retention rates by 80%
• Talent Acquisition: Enhanced the recruitment process by implementing competency-based hiring and effectively oversaw sourcing, screening, and interview coordination, partnering closely with the talent acquisition team
• This led to the reduction of interview phases from 6 to 3 and cut hiring cost by 40%

• People-driven Human Resource Generalist with expertise in employee relations and talent acquisition, known for elevating employee satisfaction, engagement and retention.

• Results-driven HR Officer with a track record of optimizing business operations and consistently surpassing performance targets
• I have a proven ability to adapt to emerging industry trends, foster strong client relationships, and ensure strict adherence to regulatory processes, policies, and standards.

• INTERNSHIP
• Results-driven Human Resources Assistant with a track record of success and fast adaptability and learning in a fast-paced environment