Marie De Saram

• Managed stakeholder expectations through transparent communication and timely status updates, ensuring alignment between project deliverables and business objectives.
• Created detailed user stories for system enhancements, leading to improved functionality and user satisfaction.
• Facilitated requirement gathering workshops, resulting in clear project objectives and deliverables.
• Improved project efficiency by analyzing business processes and identifying areas for improvement.
• Conducted gap analyses to identify discrepancies between current and desired states, leading to actionable recommendations.
• Supported leadership team with reporting, analysis, and business presentations to inform divisional strategies.
• Led process mapping initiatives, resulting in optimized workflows and reduced redundancies across departments.
• Enhanced stakeholder engagement through effective communication of complex data and insights.

Extract, prepare and analyse call interaction data to prepare key insights to help reduce call volume to HR Direct.

• End to end process improvement. E.g: mapping ‘as is’/‘to be’ view, providing recommendation, benefits and assisting with system changes and other initiatives.
• Conducted root cause analyses to identify areas for improvement within existing processes, leading to increased efficiency and reduced costs.
• Provided support during system upgrades and migrations, ensuring smooth transitions with minimal disruptions to daily workflows.
• Identify innovation opportunities for HR and recommend steps for improvements.
• Develop, maintain tracking and reporting frameworks. E.g: benefit realisation plans, track monthly metrics and provide data for business cases.
• Conduct workshops to identify ‘as is’ and ‘to be’ of HR process
• Project lead for various People express improvement initiatives.
• Subject matter expert for all HR Processors.
• Mentored junior staff members, providing guidance on professional development opportunities that contributed to a high-performing team dynamic.
• Initiated process improvement projects by identifying areas of opportunity through regular audits, resulting in more efficient operations and cost savings.
• Led cross-functional teams to develop new processes for enhanced operational efficiency.

• Project lead on ad hoc projects to provide high level support to senior leadership team.
• Identify patterns, trends and opportunities to communicate and recommend solutions to Senior Leadership to drive quality, revenue growth and cost reduction
• Conduct pre and post implementation reviews on initiatives driving operational excellence and analyse their successes
• Mentor and coach colleagues and evaluators in building project expertise, skills and knowledge
• Extract, prepare and analyse call interaction data to prepare key insights.
• Prioritise, negotiate and manage stakeholders’ expectations and delivery of analysis on key business priorities
• Develop performance dashboards – central point for centre and agent performance.