Sam R Thomas

Experience

• 

  GECIS

  Jan 2001 - Jan 2002

  Process Associate

  Manage in-bound calls for multi-brand retail store in the US.

• 

  IBM

  Jan 2003 - Jan 2004

  Team Lead

  Manage Operations for a team of 15 people for an in-bound sales process. Drive operational excellence through call quality, metrics driven approach, employee engagement and continous feedback

• 

  Serco

  Jan 2004 - Jan 2005

  Quality Assurance Lead

  Call Quality specialist with high % of accuracy of call evaluation. Train new quality specialist on call evaluation techniques. Lead call caliberation exercises etc

• 

  Charter BPO

  Jan 2005 - Jan 2006

  HR & Quality Assurance - Lead

  Manage & develop entire employee life cycle including hiring, employee engagement, reporting, rewards & L&D for a captive debt collection agency. Lead & drive Quality function as well

• 

  Williams Lee

  Sept 2006 - Sept 2010

  HR Shared Services Manager

  Start to End deployment of HR Shared Service center at Williams Lea from persuit stage, business case, transitions, on-site "As is process" understanding, technology set up, recruitment, training and managing operations post "Go-Live" for HR & Procurement

• 

  EY

  Sept 2010 - now

  Intelligent Automation Manage consulting & delivery for business functions Learning & Development, HR Operations & Process design

  • Associate Director

    Oct 2018 - now

  • Manager

    Dec 2016 - Sept 2018

  • Assistant Director - HR Shared Services

    Sept 2010 - Dec 2016