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GRACE LEAH Y. MONTALLA
12 Fairlane St. Fairlane Subd. Concepcion Marikina City,
Philippines 1807
Mobile: +639209648735
Email: lae82579@yahoo.com
PROFESSIONAL EXPERIENCE
IBM Business Services 2007 – Present
 HR Delivery Manager (June 1, 2015 – Present)
 Manage and monitor the operation for Payroll, Case Management and EDM
 Prepares management and client report as required by the center and account
 Coaches and evaluate performance of team members
 Supports the ADPE in account planning and execution of projects and action plans
To achieve expected outcomes on a year by year basis.
 Responsible in ensuring all Service Level Agreement (SLAs) are met across the Accounts
 ABC - Analyze the data and provide feedback to GeoDPLs. Create action plans to
address
 Facilitation of Weekly Huddles (if needed)
 TVC: Review and provide weekly analysis of TVC data. Work with each practitioner to
address
 Escalation Process: Act as the secondary point of contact for general issues/queries raised
in process(es) covered (e.g. projects, issue & resolution tracking until closure, exception
handling, audits, etc.)
 Process Documentation Update: Reviews and approves
 Issue Resolution and RCA: Supports the SME in perform Root Cause Analysis (RCA)
whenever required and ensure all action items are closed on time. All issues should be
properly logged in the issue management system.
 Hiring: Responsible for filling up GRB forms and closure of Metro. Performs screening,
interview and assessment of new hires/backfills
 Transition: Responsible on the hiring and on-boarding only.
 Regularization: Reviews the performance of a probationary employee (3rd and 5th
month) and provide feedback. Takes necessary action depending on the performance
 Performance Management: Perform regular coaching to the team. Employee Scorecard
creation/documentation, Employee Scorecard monthly discussion of results
 Training: Analyse data from QA and CSAT and identify improvement areas of team
members. Create training plan and coordinate with domain trainers or SMEs to assist in
educating and train team members for their process areas. Provide support and
coaching as needed.
 Quality Assurance: Regularly reviews QA monthly / weekly reports and take necessary
actions to address defects from a people perspective. Should there be any process
related actions, work with SME for corrective action

 2nd Line Operations Manager (January 2012 – May 31, 2015)
 Manage and monitor the operation for Payroll, Case Management and EDM
 Prepares management and client report as required by the center and account
 Facilitate weekly operation meeting with the client in giving updates on what transpired
during the week
 Validates payroll accuracy of data before transmission to production
 Point of contact for the client

 Coaches and evaluate performance of team members
 Drive continuing improvement projects for the team
 Coaches and mentors process team leads
 Ensures training activities are adequate
 Provides direction and consultation for the assigned process
 Signs-off on To-Be process documentations for the assigned process
 Reviews FTE requirements against Transaction Volumes
 Makes hiring calls i.e. interviews and candidate selection for job offer for the assigned
process
 Assumes people management responsibilities for the assigned process
 Works with the Client Operations Manager and Domain Lead for the Stabilization Plan of
the assigned process
 Develops attrition plan for steady-state operations for the assigned process
 Works with Manila Receiving Transition Manager for allocation of space for workstations
and equipment
 Reviews SLA’s with Client Operations Manager
 Manages issues on People & Process with Client Operations Manager
 Clarifies SOW and SLAs specific to the process
 Attendance Enterprise, Kronos, PeopleSoft, Ultipro
 1st Line Operations Manager (June 2009 – December 2012)
 Manage and supervise payroll practitioners
 Validates payroll accuracy of data before transmission to production
 Ensures that metrics is met
 Application used: SAP, Attendance Enterprise, Kronos, DMS
 Service Manager ( June 2008 – March 2009)
 Facilitate operations call with the client from North America
 Mediate any issues between the client and operations team)
 Application used: SAP
 Payroll Practitioner (January 2007 – June 2008)
 Process transaction payroll data for North America
 Process Payroll related request
 Ensure accuracy of payment
 Generation and validation of Pay statements and other statutory requirements
 Application used: SAP, Siebel
Chevron Holdings, MDSC 2006 - 2007
 Accounts Payable Accountant
Invoice processing for payables
Application used: SAP
Deutsche Bank AG 2004 - 2005
 Regulatory Accountant
 Reports and monitors daily activities of bank’s standing to Central bank
 Prepares daily, monthly, quarterly reports required in compliance to regulation
 Assist in internal audit by the bank by preparing documents needed in audit
SRM Agro Trading 2002 - 2004
 Manage the daily operation of wholesaling and retailing of agricultural supplies.
 Monitors the sales, cost of sales, inventories, receivables and payables
 Prepares and remit taxes to government

EDUCATION

DE LA SALLE UNIVERSITY 1996-2001
Bachelor of Science in Accountancy
St. Scholastica’s Academy of Marikina 1992-1996
High School Diploma
SEMINARS/TRAININGS ATTENDED
Six Sigma Yellow Belt Certification March 2013
Performance Management February 2013
Communicating PBC Assessment
Giving Feedback
Setting Goals
Team Based Decision Making
Certified Payroll Professional June 2012
Fundamental Payroll Certification October 2008
SAP Training, IBM Schaumburg, Illinois March 2007
Introduction to US Payroll, IBM Milwaukee, Illinois February 2007
Garnishment Deductions, IBM Business Services, Manila January 2007
REFERENCES
Available upon request

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CV_Grace Montalla

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