Malaysia
• Oversaw the implementation of Accendo’s TalentPulse platform for various clients within Malaysia and the wider South East Asia region. • Experienced in delivering off-the-shelf solutions and also engaging in requirement gathering sessions to provide customised solutions. • Responsible for managing internal and external stakeholders in the course of project implementations that ensured successful, on-time deliveries. • Responsible for creating and managing project timelines. • Implemented internal product improvement projects to enhance legacy systems, working closely with Product Owners and the Engineering Team. • Implemented the successful migration of various Clients from legacy systems and processes to Accendo’s TalentPulse platform. • Provided training workshops, business consultancy, and support services to Clients across a range of legacy, off-the-shelf, and customised systems. • Diagnosed and resolved system issues, in cooperation with the Engineering Team, while ensuring a high level of adherence to Service Level Agreements and managing stakeholder expectations. • Responsible for the improvement of project delivery and management processes with the focus on end-to-end streamlining by creating ready-to-use project templates for Accendo’s various product packages. • Improved the internal and external project governance process through the introduction of new Standard Operating Procedures, filing management, and the adoption of new client onboarding and support software. • Participated in the curating of Request for Proposals with the Commercial Team.
• Promoted to Registration Associate on June 2016, reporting directly to the Head of Unit. • Supervised team in charge of scheduling registration interview cases and team in charge of the daily reception of Persons of Concern into the compound. • Liaised regularly with internal and external partners to manage assistance provided to Persons of Concern. • Conducted case reviews in order to make appropriate recommendations for each case as per Standard Operating Procedures and office policies. • Updated monthly statistics to be presented in reports to the Head of Unit and Senior Management; analysing for trends that needed addressing and ensuring Unit targets were met on time. • Attended Senior Management meetings in the absence of the Head of Unit, discussing office-wide issues and decisions, presenting progress reports for the Registration Unit. • Involved in annual planning meetings with Senior Management to decide on office-wide policies and targets, setting annual budgets to ensure targets were deliverable. • Conducted presentations to external stakeholders, including government officials, to facilitate better understanding of UNHCR’s work in Kuala Lumpur and to improve working relationships. • Conducted performance reviews with team members every 6 months; identifying areas of improvement and formulating work plans to meet such needs.
• Interviewed potential Persons of Concern; assessing the credibility of their claims and identifying International Protection Needs. • Identified potential vulnerabilities among Persons of Concern, referring them to the appropriate units for further action / intervention. • Handed the responsibility of being a Case Reviewer in September 2015. • Managed a team of Caseworkers daily; reviewing their assessments in order to make a final decision on the Person of Concerns’ claims and to ensure the quality of their work. • Supervised the staffing of Caseworkers in order to plan for the appropriate scheduling of daily cases. • Maintained a regular upkeep of data and reports; formulating graphs and charts to monitor team performance. • Regularly attended meetings with Supervisors and the Head of Unit to discuss and plan for the needs of the unit. • Participated in visits to local lock-ups, Immigration Detention Centres and shelters with members of other units to interview potential Persons of Concern.
• Responsible for project management and client interfacing. • Projects delivered include KPI Setting, Training Needs Analysis, Employee Engagement Survey, 360 Feedback. • Co-facilitated team building programs such as Belbin Team Roles. • Assisted in developing and packaging training products. • Responsible for organising and marketing of training events. • Managed the marketing database for training events. • Assisted in the operations and admin related duties in the office. • Supervised office staff and new recruits. • Deployed to the Human Resources Department at client’s office to assist in project deliverables.