Tracy Austin Reyes
Summary
Over the past two decades, I have built a distinguished professional career with a strong foundation in Human Resources, Operations, and Support functions. My expertise lies in several key areas, where I have honed my skills and knowledge to excel in these domains.
- Talent acquisition and selection
- Employee relations and engagement
- Learning and development
- Project management
- Change management
- Procurement and contracting
- Business unit relations and collaboration
- Team management
- Planning, monitoring, and control
- Customer service
- Sales and marketing
Overview
21
21
years of professional experience
Work History
SPECIALIST, PROCESS GOVERNANCE AND MONITORING (HEALTH INSURANCE SOLUTIONS)
THE NATIONAL INSURANCE COMPANY – DAMAN
02.2023 - Current
- Oversee and manage all aspects of people management within the department, including onboarding, training, career development, and performance evaluation
- Develop and implement strategies to attract, retain and develop top talent
- Conduct regular feedback and coaching sessions to promote individual and team growth
- Address HR-related matters such as employee relations, disciplinary actions, and conflict resolution
- Foster a positive and inclusive work environment that promotes teamwork, collaboration, and employee engagement
- Track and monitor team member workload to ensure optimal allocation of resources based on project needs
- Collect and analyze workload data to identify trends, patterns, and potential areas for improvement
- Work with project managers and HIS leaders to align resource allocation with project priorities and deadlines
- Provide insights and recommendations based on utilization data to optimize team efficiency and productivity
- Participate in resource planning meetings and provide input on availability, skills, and workload
- Work closely with Project Managers and HIS Leaders to assign team members to projects based on their skills, expertise, and availability
- Review resource allocation regularly (weekly and monthly) and adjust as needed to ensure balanced workload and optimal project outcomes
- Partner with HR and recruiting teams to fill resource gaps and support talent acquisition
- Manage the resource forecasting and capacity planning to meet project requirements
- Identify training and development needs to enhance team member skills and close skill gaps
- Foster effective communication and collaboration channels with HIS management, project managers, team leaders, team members, and other stakeholders
- Regularly update and report workforce management and utilization metrics to senior leadership
- Facilitate cross-functional collaboration to ensure seamless coordination of resources and projects
- Promote knowledge sharing and best practices between teams and departments.
SENIOR OFFICER, DIGITALIZATION (DIGITAL TRANSFORMATION AND INNOVATION)
THE NATIONAL INSURANCE COMPANY – DAMAN
01.2020 - 02.2023
- Monitor and maintain the allocation of staff and monitor cost utilization on a weekly, monthly, and quarterly basis
- Create reports and dashboard to monitor project status report and activities for better realization of the benefit of the project
- Provide guidance and assistance to team leaders on activities related to procurement, contracting, budgeting, and other related matters for each team member
- Ensure that the project manager and product owners adhere and provide quality plans including budget, timeline, deliverables, risk, etc
- Ensure progress reporting on individual project plans and updates risks, issues, action items are done as per the defined reporting cycle by all project manager and product owners
- Address interfaces and overlaps, timelines, resources between projects
- Manage external dependencies (e.g., organize meetings and discussions with external dependencies to resolve any pending issues and ensure the closure and completion of the task)
- Monitor all project milestones as per the plan and ensure control at all milestone levels
- Ensure the project documentation is being stored according to standards and defined roles and permissions
- Ensure the most up-to-date templates are being used in all project communications
- Support project managers in planning and conducting change management activities
- Provide support and assistance to project manager and product owners and other team members in various capacities to ensure smooth flow during the project life cycle
- Manage the project core team of the customer service in the process optimization project
- Lead the organizational change management, stakeholder management, communication, activities, and training in the implementation of the CRM Project for Sales, Customer Service & Marketing modules
- Participate in the POC's in Metaverse activities from conceptualization and implementation
- Participate in all digitalization and process optimization projects
- Provide adequate calendar management for the Executive of Digitalization
- Work closely with the Executive to keep informed of the upcoming commitments and responsibilities appropriately
- Keeps track and manage all project budget under Digitalization to monitor usage and ensure that it will not exceed the specified and allocated project cost
- Consolidate and prepare progress and status report, financial report of all the projects under Digitalization in collaboration with the project managers.
SENIOR OFFICER, FALCON PROGRAMME
THE NATIONAL INSURANCE COMPANY – DAMAN
03.2018 - 12.2019
- Ensure the successful execution of the defined change management strategy including the Business Engagement Plan (Stakeholder Management and Communications), Organizational Alignment and Training approach
- Ensure successful execution of the defined Organizational Alignment approach by orchestrating activities between Falcon, Daman Business Units, HR, and other stakeholders
- Managing Falcon communication with executive management and aligning on expectations
- Manage all procurement activities including the preparation of purchase requisition, reviewing contract, review invoice, obtain invoice approval and invoice payment
- Managing contracts, tracking contract validity, resolving issues concerning vendors (e.g
- Payment, extension, and rates)
- Keeping all stakeholders on track during the procurement process
- Support Project Leads in planning and conducting change management activities (organizational alignment, end-user training, etc.)
- Managing Falcon communication with executive management and aligning on expectations
- Support Project Leads in planning stakeholder management and communication activities (stakeholder mapping, communication planning, engagement activities, etc.)
- Conduct continuous assessments of the program's change management requirements, including continuous assessment of Daman's adoption of change and updates to the respective change strategies/plans
- On-going stakeholder assessments, to identify/update change management needs for the various stakeholders
- Support Project Leads in executing the defined change, stakeholder, and communication activities for the respective business units, including planning and delivery of change management activities at the Programme level
- Provide guidance and advisory for change management activities to the respective Project Leads
- Plan, Execute and Manage and report progress on CMT stream activities through a project plan as per the defined governance.
SENIOR OFFICER, RECRUITMENT & SELECTION
THE NATIONAL INSURANCE COMPANY – DAMAN
01.2008 - 01.2018
- Responsible for the entire recruitment process from sourcing to selection, processing, and onboarding
- Effective use of various recruitment portals and tools to ensure a smooth recruitment process
- Analyze the skills and qualities required for each position in the company and work with department managers to develop job descriptions for each position in the company
- Responsible for sourcing suitable candidates to fill vacancies and identifying suitable candidates through various channels (Tawteen/Human Resource Authority, Jobs Abu Dhabi, Bayt, LinkedIn, and other recruitment agency partners)
- Collaborate and communicate with business partners and various business unit heads to better understand and identify their specific requirements and to be able to effectively source the suitable candidate and fill the required position with the shortest turnaround time
- Provide specific HR reports required by management or external entities on a periodic basis such as but not limited to KPI, recruitment dashboard, emiratization rate, various recruitment log, and etc
- Handles the recruitment process of both local and international candidates from various grade levels
- Processing and preparing employment contracts such as unlimited, limited, part-time, secondment, outsourced, managed services, and etc
- Initiate and recommend various ideas which will help, improve and enhance the recruitment and selection process to fully maximize its effectiveness and efficiency without jeopardizing quality
- Participate in the development of job descriptions in consultation with business unit leads and provide lead support for the personnel budgeting process
- Support in the development, improvement, implementation, and adherence of HR tools and policies and procedures relating to the HR unit's functions including working conditions, equal opportunities, performance and management
- Ensure that the line managers and staff receive accurate and timely information and assistance in response to particular queries related to HR policies or other aspects of employee affairs
- Liaise with different organizations and agencies to acquire required services and coordinate programs that will support the HR unit's operational activities
- Review business unit staffing requirements to validate the business case in accordance with the business plan, budgetary constraints, and workload assessment studies
- Support in the implementation of quality awareness in all aspects of HR functions and processes by delivering efficient and cost-effective HR services
- In charge of outsourcing for Medical Department: Handles full coordination with Daman Recruitment partner in the recruitment process of more than 200 temporary staff within the medical department for approximately 2 consecutive years
- Handles, reviews, and manually verifies the monthly attendance record of all temporary staff including overtime pays and ensure that it is accurate before processing and submitting to Finance for payment
- Handles the transitional visa process from Kawader to Daman sponsorship
- Represent Daman and participate in job and career fairs and build working relationships with colleges and universities to help with recruiting and raise awareness of the company or organization (Tawdheef and various local universities in Abu Dhabi)
- Overall-in-charge of the career fair from coordinating, contracting, and facilitation
- All Career Fair events were completed and carried out smoothly and successfully
- On the spot interview and evaluation of potential candidates
- Manage and contribute to the achievement of the emiratization rate
- Contribute and play an important role in ensuring that the HR recruitment team meets and exceeds the Emiratization goal
- Recruit promising UAE nationals in all departments in Daman in all grades.
HR TRAINING COORDINATOR
THE NATIONAL INSURANCE COMPANY – DAMAN
01.2007 - 01.2008
- Collect, compile and report results of evaluation, attendance, and training data
- Communicate data and reports as needed
- Support in assessing training needs for new and existing employees
- Support in identifying internal and external training programs to address competency gaps
- Organize and source training programs to meet specific training needs
- Liaise with subject matter experts regarding instructional design
- Inform employees about training options
- Track and report on training outcomes
- Evaluate and make recommendations on training material and methodology
- Maintain employee training records
- Establish and maintain relationships with external training suppliers
- Coordinate off-site training activities for employees
- Maintain tracking of the training database, calendar, evaluations, materials, and supplies
- Coordinate placements into internships program as needed
- Additional administrative duties, basic office management: orders supplies, process approvals for payment, and routine communication with personnel in different departments.
HR TRAINING COORDINATOR
BANCO FILIPINO SAVINGS & MORTGAGE BANK
01.2006 - 01.2007
- Prepares the preliminary requirements for in-company training programs and acts as over-all coordinator ensuring its smooth flow from the first to the last day
- Prepares and creates training materials like Training Handouts, Visual Aids, and etc
- Arranges external seminar participation, prepares and completes payments, and reviews results against objectives
- Conducts training needs analysis
- Designs and develops training programs
- Evaluates the applicability of the training programs to the needs of the employees and the Bank
- Conducts surveys of other companies' policies and practices to establish trends in the industry
- Maintains and updates files of the department
- Updates and maintains the HR Information System on personnel research and programs
- Handles and maintains all training documents, manuals, and files
- Acts as a training facilitator during the training
- Performs other duties and responsibilities that may be assigned from time to time.
PROPERTY CONTROL ASSISTANT
BANCO DE ORO UNIBANK
01.2003 - 01.2006
- Process and evaluates all purchase requisition from the different Head Office departments, mall branches, and provincial branches
- Responsible for receiving issuances of delivered items
- Facilitates the issuance of initial furniture, fixture, and office supplies for new employees to be assigned at the Head Office
- Responsible for the regular updating of employees' accountability cards
- Handles and facilitates all the physical movements/transfer within the Head Office
- Handles complaints, comments, and requests from the different departments, mall branches, and provincial branches
- Conducts regular physical inventory of furniture and fixture from all the departments/units in the Head Office.
Education
MBA - Certificate in Digital Insurance TDI Academy
TDI ACADEMY
11.2022
Bachelor of Science - Business Administration
PALAWAN STATE UNIVERSITY
03.2003
Timeline
SPECIALIST, PROCESS GOVERNANCE AND MONITORING (HEALTH INSURANCE SOLUTIONS)
THE NATIONAL INSURANCE COMPANY – DAMAN
02.2023 - Current
SENIOR OFFICER, DIGITALIZATION (DIGITAL TRANSFORMATION AND INNOVATION)
THE NATIONAL INSURANCE COMPANY – DAMAN
01.2020 - 02.2023
SENIOR OFFICER, FALCON PROGRAMME
THE NATIONAL INSURANCE COMPANY – DAMAN
03.2018 - 12.2019
SENIOR OFFICER, RECRUITMENT & SELECTION
THE NATIONAL INSURANCE COMPANY – DAMAN
01.2008 - 01.2018
HR TRAINING COORDINATOR
THE NATIONAL INSURANCE COMPANY – DAMAN
01.2007 - 01.2008
HR TRAINING COORDINATOR
BANCO FILIPINO SAVINGS & MORTGAGE BANK
01.2006 - 01.2007
PROPERTY CONTROL ASSISTANT
BANCO DE ORO UNIBANK
01.2003 - 01.2006
MBA - Certificate in Digital Insurance TDI Academy
TDI ACADEMY
Bachelor of Science - Business Administration
PALAWAN STATE UNIVERSITY