Maria Manzoor

Reporting to MD MEAP and Group HR Director, overseeing 17 offices across 10 countries with +/- 2,5000 staff; leading the HR team across the region, giving functional direction according to global as well as local strategies and concepts, ensuring a harmonized approach to all relevant HR processes (one voice to the customer). Defined organizational structures, set objectives and results to achieve goals while adopting best practices and achieving continuous process improvement. A strategic thinker with confidence and speed in execution, coupled with an acute sense of business management, compliance, and integrity.

Key responsibilities and achievements:

• A trusted counsel to the senior leadership team providing support and efficient implementation of HR procedures and processes
• Served as a coach and guide to the leadership team on issues related to human capital strategy, talent development, career development and performance while being able to influence and challenge others at this level
• Lead transformational change efforts by providing consulting support, guidance and a framework for leading and managing change
• Partnered with HR colleagues to support succession/talent planning efforts that ensured talent were being positioned and groomed across the company
• Utilised pertinent data to provide insights to leadership that help drive business decisions
• Maintained and leveraged strong relationships across the HR organization
• Developed a thorough understanding of client business operations in order to balance key business and HR priorities
• Lead change management in various parts of the organisation through strategy and business changes
• Provided a pro-active and responsive ‘single point of contact’ Business Partner interface, ensuring successful and continuous delivery of HR related services to the business segments
• Worked with the business segments leaders/managers to develop and deliver a people strategy and plan that closely aligns with the wider business strategy including
• Worked effectively by virtual means and/or in-person with internal users and external vendors; exceptional written and verbal communication skills to secure/facilitate appropriate action and effectively utilise resources
• Maintained knowledge of international HR policies, programs, laws and issues across region to ensure thorough understanding of both domestic and international policies and programs and coordinating the integration of all such programs.
• A trusted and global leader of the HR organisational culture around high performance, effective teamwork and confidentiality
• Collaborated with legal, ethics and compliance teams to review internal cases
• Devised a local regional EVP plan to elevate company brand and improve attraction
• Maintained current knowledge of industry regulations and legislation to amend policies and promote compliance, making changes to all policies, processes and guidelines across ME, India and Singapore
• Forecasted expected personnel demands and developed forward-thinking approaches to achieve objectives
• Provided guidance on policies and procedures to harmonize responses, provide appropriate investigation actions and reach resolution of grievances
• Aligned business intent and strategy into HR deliverables over 2 strategy periods (6+ years)
• Implemented best approach and methodologies in L&D to elevate leadership skills and capabilities for a future ready organisation
• Owned and was responsible for HR function budget management, strategy, and forecasting
• HR functional lead for all M&A projects within region (4 to date) including Due Diligence, System, Organisational and Cultural Integration
• Leading and overseeing the uniform implementation of policies and procedures across the region over 5+ countries
• Owner and custodian for Talent Management, Acquisition, Development & Rewards in region
• Mediated and coached leaders in Employee Welfare and Wellbeing, Conflict Management

Reporting to Head of HR IMEA, overseeing an office of 250+/- employees; company was in start-up mode, hence all HR processes were established, implemented according to Atos Global model. HRIS programme was rolled out & performance management process was introduced and implemented across region; worked closely with Finance, Legal, CEO & COO in streamlining mobility, off/on-shoring, aligning HR with business; worked closely with COO & Service Delivery to assess resourcing strategies; managed HR Assistant; Payroll & Bonus structure management; and handled HR generalist workplace issues; was heavily involved in Strategy & Business Planning with Senior Management & Global HR Head.

Key responsibilities and achievements:

• Full HR Audit completed upon joining to assess the short and long-term needs
• Developed and maintained company strategy in line with HQ and Region together with Senior Management Team
• Managed HR/Admin Assistants, PRO Assistant and Junior Finance Assistants, IT and Facilities staff
• Established HR processes & procedures according to both global and regional requirements & needs
• Introduced mobility & resourcing plan – working with Atos India operations
• Led “Wellbeing at Work” implementation to increase retention and employee satisfaction rates
• Worked closely with Legal HR department to revamp and to ensure all contracts, policies and procedures are in accordance with UAE labor law and DAFZ rules and regulations
• Audit of payroll processes (outsourced) to ensure a more streamlined and smooth process

Reporting to HR Director, overseeing an office of 45 employees; worked with HRD to revamp induction programme, HRIS & performance management process; worked closely with Legal HR in reworking policies & procedures; worked closely with Recruitment Manager to maintain proper resourcing strategies; managed HR Assistant; administer HR budget; salary & payroll; and handled HR generalist workplace issues.

Key responsibilities and achievements:

• Managed an HR Assistant who handled all the administrative tasks and duties of the HR department
• Revamped induction programme to enable better on-boarding experience
• Introduced strategies to decrease staff turn-over
• Led projects to increase employee motivational levels
• Worked closely with Legal HR department to revamp and to ensure all contracts, policies and procedures are in accordance with UAE labor law and DAFZ rules and regulations
• Led the streamlining of compensation and benefits process

Recruited to manage HR department with region of +/- 200 employees; management of a full spectrum of HR operations, systems and programs. Worked with senior management to revamp & manage HR policies, manuals and procedures; recruit employees; create group benefits databases; and develop orientation, training and incentive programs. Manage personnel records; administer benefits enrollment and programs; administer HR budget; salary & payroll; and handle HR generalist workplace issues.

Key responsibilities and achievements:

• Played a key role in ensuring the successful role of HR policies, systems and processes being implemented across region through rigorous coordination with the COO, CEO, Director of Finance and country general managers.
• Fostered a teamwork/open-door environment conducive to positive dialogue across the organization. Personal efforts were recognized as a positive change towards HR playing a more expanded role between staff and management.
• Negotiated approximately 50 salary offers and dozens of relocation packages annually at both the permanent and temporary level.
• Implemented and managed a region-wide internship program, resulting in extra resources at minimum cost and long-term recruitment of proven talent.
• Reduced benefits costs while improving the benefits packages through meticulous research and negotiation with external brokers.
• Created a general manager manual for company wide use covering issues including disciplinary procedures, recruitment and induction process, policies, labor law and benefits and compensation.
• Introduced company’s first formal performance appraisal system, trained 30 senior managers, +/- 200 staff in region and supported global roll-out in other regions.
• Played an integral role in resource planning during recession with result of zero redundancies during 2008-2009.
• Revised induction program to suit business needs and to assist new joiners be better prepared for their role.

Handled a wide range of duties including standard HR tasks, internal office manager duties and dealt with external clients and customer service for the Middle Eastern region. A varied responsibility which introduced me to many facets of the business, both internal and externally.

Key responsibilities and achievements:

• Streamline order processing for the Middle East to ensure smoother customer service follow-up.
• Handled all personnel records, new joiner process and recruitment.
• As office manager in Sagem Orga, a 15% reduction in overall costs achieved following cost cutting directives
• Devised creative and cost-effective incentive and morale-boosting programs for staff as budget was restricted.
• Reworked new-hire orientation program to include HR information and company resources.
• Reported directly to the head office in Germany on any HR matters
• Dealt with any post-sales queries from existing clients and improved customer relations with the result of more clients renewing contracts
• Understanding of structure and procedure of company finances (Sagem Orga) acquired over a period of 3 months leading to financial reporting responsibilities to head quarter

Handled a wide range of duties including standard HR tasks, internal office manager duties for the Middle Eastern region.

Key responsibilities and achievements:

• Developed a streamlined system for recruitment procedures to ensure maximum possible accuracy in employment
• Handled all personnel records, new joiner process and assisted with recruitment
• Assisted in developing and implementing the organization’s policies and procedures
• Audited Employee files ensuring legal compliance
• Maintained appropriate records and providing statistical information as required to assist in preparing staffing and succession plans

Handled a wide range of duties including standard HR tasks, internal office manager duties for the Middle Eastern region.

Key responsibilities and achievements:

• Assisted HR & Finance dept with standard employee reports and records
• Assisted with recruitment.
• Dealt with annual leave queries, processing requests and keeping leave and cover records up to date
• Created an efficient and effective filing system for all HR records
• Handled routine HR queries and ensuring timely follow up

Hired as Customer Service Executive and later promoted to fulfill a supervisory role, including training & coaching +/- 30 employees, administering customer service levels, overseeing disciplinary action and managing service levels. Position held in the central EMEA customer service centre housing staff from 18 different nationalities.

Region covered: Scandinavia & Middle East.

Key responsibilities and achievements:

• Worked with the representatives, information technology and other departments to implement more efficient ways of getting the work done.
• Quality-monitored representatives' interactions with customers and representatives' adherence to work schedules to ensure they were available for customers
• Prepared, maintained, and submit reports and records, such as budgets and operational and personnel reports to management.
• Made significant recommendations to management concerning staff and improvement of procedures
• Helped set up an outsourcing customer service centre in Dubai, UAE to support the ME market
• Trained, supported and maintained quality control of outsourcing, including travel on a quarterly basis

Trained to handle escalated customer service complaints for Scandinavia and Middle East. Worked in a team of 50 customer service executives.

Key responsibilities and achievements:

• Dealt efficiently with complaints to completion and enabled customer satisfaction
• Ensured timely and professional responses to all complaints, requests and queries received
• Developed creative problem solving skills
• Was trained in handling difficult and escalated customer complaints
• Developed outstanding communication (written and oral) and interpersonal skills enabling professional handling of internal and external customer support