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Niño Paolo Opeda

Process and Metrics-oriented HR Practitioner

Work experience

January 2017Present

Global People Services Operations Manager


Leads a team of business analysts and operations support team members with responsibilities around reporting & insights, workforce management, QA, and continuous improvement among others. Accomplishments since May 2017 include establishing the OLA, KPI, Metrics framework, Leave & holiday management framework, a consistent format of business reporting presentations which has been used in different leadership meetings.

July 2016January 2017

HR Operations & Analytics Manager

B&M Global Services Manila Inc (GSM)

Moved to the HR Operations & Analytics role with the responsibility over Compensation & Benefits (C&B), Timekeeping, Performance Management, Rewards & Recognition, and Global Talent Analytics. Concurrently the HR Business Partner for Global Finance and Global Knowledge Management.

  • As HR Operations & Analytics Manager
    • Leads a team of 6 HR professionals in delivering the C&B, Timekeeping, Performance Management, and Rewards Recognition programs for GSM.
    • Manages the delivery and administration of salary structures for GSM, following established practices around Total Compensation Surveys.
    • Responsible for the delivery and administration of company and government benefits such as, but is not limited to, paid leaves, allowances, health and life insurance, government-related loan requests, and claims.
    • Leads the creation and delivery of Global Talent reports being used by Global Leaders in preparing pitches for clients, managing staff, and making Talent-related strategies and decisions.

  • As HR Business Partner:
    • Provides strategic advise to Department Heads, Managers, and Supervisors of assigned account, with respect to Human Resources issues. This includes, but is not limited to, organizational structure, employee movement, employee relations-related issues.
    • Performed "coffee talks" with all the teams under the assigned account that resulted in better visibility of HR within the department. This also allowed employees greater access to HR who is now viewed as a trusted business partner, rather than a transactional support group.
Jan 2014June 2016

Talent Acquisition Manager

B&M Global Services Manila Inc (GSM)

Responsible for the overall Talent Acquisition process of GSM, from sourcing to on-boarding. Concurrently the HR Business Partner for Global Finance and Global Knowledge Management, supporting the different HR and Employee Relations need of the departments, and the Global Talent Analytics POC, responsible in delivering periodic talent dashboards to Global leaders of the Firm.

  • As Talent Acquisition Manager:
    • Responsible for the overall Talent Acquisition operations of Baker & McKenzie's shared services operation in Manila
    • Leads a team of 4 Talent Acquisition Specialists responsible for recruiting people for IT, Finance, Marketing, and Business Support roles.
    • Documented the entire Recruitment Process that resulted in a more efficient delivery of Recruitment services. The TA team received several awards and has received the highest Net Promoter Score among all support functions.
    • Successfully implemented 5 Open House events for the Billing, Global IP Support, and Document Support teams, that resulted in all open roles filled in 1 week. The initiative was also cited as one of the Global Best Practices in HR.
    • Regularized the use of the Applicant Tracking System for the TA team, that resulted in a "Single Source of Truth" for all Recruitment-related activities, including Recruitment metrics. This allowed the TA team to provide automated and standardized Recruitment reports for different stakeholders within the location.
    • Pioneered the use of Infographics within the HR team, that has been used as a benchmark for all HR reports.
    • Standardized the Recruitment vendor contract for the location, including service fees and relevant terms and conditions.
    • Reviewed, revised, and created Talent Acquisition policies and guidelines such as the overall Recruitment Philosophy of GSM, Internship policy, Internal Recruitment policy, Employee Referral Program policy, and Functional Managers Kit - which outlines the critical items onshore managers need to know when managing staff in the location.
    • Led the revision of the career site of GSM that transformed it into a "talent community", while retaining the traditional search-and-apply functionality.
    • Launched GSM's recruitment in Social Media by creating a LinkedIn and Facebook page.
    • Currently leading a Six Sigma Green Belt project aimed at improving further the Turnaround Time for recruitment from 57 days to 45 days. The project is in the Analyze phase at the moment (October 2015), but has already seen the TAT go down from 60 days to 40 days.
  • As Talent Metrics Lead:
    • Created the Global Talent Analytics plan that is used as basis in coming up with a firm-wide strategy on Talent Metrics. This plan is submitted to the Talent Management Leadership Team for approval and implementation. The plan contains findings, proposed improvements to processes, and recommended metrics for periodic reporting.
    • Reviews and finalizes the Global Talent Metrics Dashboard for the entire Baker & McKenzie firm. This report contains essential demographics such headcount, recruitment numbers, attrition, promotion, and gender data. This report is cascaded to the Executive Committee of Baker & McKenzie and used as reference by different Regions and Practice Groups for Talent-related reports.
    • Prepares adhoc reports for the Global Director of Diversity & Inclusion, such as region and office specific scorecards, which includes summaries, observations, and analysis of the data.
    • Prepares adhoc reports for different internal clients relating to headcount and gender metrics.
  • As HR Business Partner:
    • Provides strategic advise to Department Heads, Managers, and Supervisors of assigned account, with respect to Human Resources issues. This includes, but is not limited to, organizational structure, employee movement, employee relations-related issues.
    • Performed "coffee talks" with all the teams under the assigned account that resulted in better visibility of HR within the department. This also allowed employees greater access to HR who is now viewed as a business partner, rather than a transactional POC.
Jun 2012Jan 2014

Recruitment Manager


Held several functions in the following areas:

  • As Recruitment Operations Manager for Non-Technology hiring:
    • Responsible for the over-all non-technology hiring recruitment operation of the Macquarie Resource Center in Manila. Profiles sourced and hired include Market Operations (Reconciliations, Fees & Billings, Corporate Actions, Data Management, Client On-boarding), HR Shared Services (Payroll, Benefits and Administration, Employment Screening, HR Systems Support), and Finance (Finance and Management Accounting).
  • As Recruitment Report and Metrics:
    • Initiated improvements in reporting templates cutting down reporting time from 4 hours to 30 minutes.
    • POC of the Manila Resource Center for various recruitment reports such as Open Roles, Hiring Managers Report, and Hiring Progress Report
  • As Recruitment Marketing Lead:
    • Oversees the different sourcing activities that drive applications to different open roles. Examples of sourcing activities managed and/or supported: 1) Job Board activations: EDM blast and postings. Virtual Career Fair and postings 2) Newspaper Ads: Manila Bulletin 3) Employee Referral program. The said sourcing channels have close to 3,000 technology and non-technology profiles and a span of 1 month.
  • As Recruitment Process Design and Implementation Lead:
    • Co-authored 2 Recruitment Processes for the Business Technology hiring in the Manila Resource Center. This allowed a streamlined process that resulted in 50 successful hires in  4days. Technology profiles hired were in the areas of Development, Test, and Application Support.
Mar 2012Jun 2012

Recruitment and Metrics Manager (AVP)

JPMorgan Chase & Co.

Officially assumed the post in March of 2012 but had been functionally performing the role since April of the previous year.

  • Responsible for the development of reports critical to the business to enable it to make calculated decisions relative to Recruitment, and provides pertinent analysis in connection with the same.

    Key Reports:

    • Mobility Reporting - a monthly summary of application and hiring activity for employees. The report inlcudes application made by employees per Line of Business, movement within and outside of Line of Business. This much sought-after report is used by major stakeholders for Talent Management purposes.LOC report - a monthly summary of recruitment performance, containing Hires per Line of Business, Number of Open Positions, and Mobility movement, reported to local and domestic leaders.
    • Executive Summary Report - an expanded monthly summary of recruitment performance containing, Hires per Line of Business, Hire mix (internal vs. external hires), Hires by Salary Grade, New vs. Replacement Positions, Hires by Sourcing Channel, Applications by Sourcing Channel. This is used for executive summary meetings by recruitment managers.
    • Month-end Sourcing Report - a summary of Sourcing performance which includes Applications by Sourcing Channel, Referral Program performance, Agency Performance used by the Sourcing Lead and Recruitment head for strategy review and development.
    • Sourcing Channel Validation Report - a weekly audit of recruitment activity in the applicant tracking system. This report is used by the Sourcing Lead and Recruitment managers to coach their receuiters on the proper use of sourcing channels in the system. This also allows the generation of accurate data from the system.
    • Recruitment Weekly Report - a weekly summary of recrutiment performance reported to HR and Recruitment Leads.
  • Led a Six-Sigma project aimed at improving the overall applicant conversion rate that will lead to a cost avoidance of $ 390, 000 (annualized) for the firm.
Oct 2011Feb 2012

Assistant Vice President (AVP) for Recruitment

JPMorgan Chase & Co.

Officially assumed the post in October of 2011 but had been functionally performing the role since April of the same year.

  • Chief author and developer of the automated reporting tool currently being used for all recruitment metrics in the entire Global Support Services unit of the company's operations in the Philippines.
  • Serves as the recruitment section's MIS point of contact for all lines of business operating within the Global Support Services unit.
  • Key liaison between the recruitment team and Capacity Planners, Sourcing Team members, Process Heads, HR Managers and Domestic Business Owners – in ensuring that ramp forecasts are in place and filled accordingly.
  • Responsible for the supervision of  1 Recruitment Team Lead, 5 Recruiters and 1 Staffing Coordinator.
May 2009Apr 2011

Recruitment Team Lead

JPMorgan Chase & Co.
  • Commended as an emerging leader in the Unit's Global Leadership Summit held in January 2010.
  • Responsible for 101% accomplishment of fill targets for 2010.
  • Instrumental in implementing a hiring pilot that delivered a 127% fill rate for an assigned class in less than one year from assumption of role.
  • Spearheaded a change in hiring strategy that increased viability of candidates in the company's recruitment pool by almost 5%.
  • Led a near-hire program that contributes 12% of total hires per year and maximizes 16% of the recruitment candidate pool.
  • Launched initiatives that increased foot traffic in the site for initial interviews by 44%.
  • Collaborated with the sourcing team on monthly internal/external sourcing activities resulting in the steady generation of 10% of monthly hires.
  • Coordinated hiring ramps with global capacity planners and local business owners to adhere to internal hiring SLAs.
  • Oversees management of contingent workers who in turn generate an average of 102 qualified candidates per week.
  • Hired 15 exempt employees in 2009 across operations, workforce, and QA.
Jan 2008May 2009

Talent Acquisition Manager - Quezon City Site

Dell International Services Philippines Inc.
  • Led a team of 5 recruiters instrumental in on-boarding 187 hires within the hiring SLA, across 3 lines of business in the Dell QC site, for Fiscal Year 2009.
  • Served as key support in the launch of a sourcing program that generated a 30% successful fill rate for the site.
  • Launched a new sales queue of 40 seats in 6 weeks. Considered to be one of the fastest ramps in the history of the Inside Sales line of business.
  • Initiated a paperless new hire survey which streamlined the feedback mechanism available for new recruits.
Aug 2006Dec 2007

Talent Acquisition Senior Analyst - Quezon City Site

Dell International Services Philippines Inc.
  • Successfully transitioned to a cross-functional role, from Technical Support Services to Talent Acquisition
  • Spearheaded six-sigma yellow belt project aimed at streamlining on-boarding requirements. Project translated to the successful reduction of the on-boarding packet cost by 29% and new hire requirements from 10 to 6.
    • Created and Implemented use of standard interview sheets that resulted to alignment in the team and reduction of papers used during interviews from 3 to 1.
  • Held record for the highest fill rate for Dell Philippines by on-boarding 114% of the customer care business ramp plan.
  • Played a key role in the end-to-end recruitment of the Customer Care line of business that on-boarded 300 hires in 3 months - the fastest ramp in the customer care enterprise.
  • Conceptualized and implemented "keep warm" activities for new hires resulting in a 90% satisfaction rating from new recruits.
  • Instrumental in establishing critical networks across identified Colleges and Universities for the development of new-graduate employment programs within their respective institutions.
Nov 2005Aug 2006

Technical Support Supervisor - Pasay City Site

Dell International Services Philippines Inc.
  • Responsible in leading 12 technical support representatives and monitoring their metrics compliance in the following areas: Average Handle Time (AHT), Customer Satisfaction (CSAT), First Call Resolution (FCR), Quality Assurance (QA), and absenteeism.
  • Garnered the highest productivity rate and lowest absenteeism rate from January-August 2006 across 7 teams.
  • Received 3 consecutive monthly managerial awards and a quarterly manager award for consistency on delivering Customer Experience and cluster goals.
Apr 2005Oct 2005

Team Leader

IBM Daksh
  • Led 12 customer care representatives and monitored their performance based on the following metrics Average Handle Time (AHT), close rate, and productivity measurements.
  • Conducted regular coaching and feedback sessions for all team members resulting in two 1-week high sales/close rate in September 2005.
Jul 2003Mar 2005

Team Leader

Sykes Asia Inc.
  • Increased account's service level agreement to 80% from 60% by creating a shift schedule that addressed absenteeism, schedule compliance and adherence.
  • Led 70% of team members to top honors in the 2004 stack ranking. 
  • Created ready-to-use/plug 'n play reporting templates for the account, resulting to a 50% decrease in amount of time used to generate Average Handle Time (AHT), and stack rank reports
  • Pioneered the use of a web tool that resulted in a 50% increase in the productivity of team managers in the business unit
Sep 2002Jul 2003

Customer Service Representative

Sykes Asia Inc.
  • Responsible in addressing customer concerns in connection with the Closetmaid Product, In-sink-erator, a food waste disposer system.
  • Exceeded Metrics Targets for Average Handle Time (AHT) and Quality Assurance scores, resulting to several monthly awards.


High School Diploma

Malate Catholic School
Jun 1998Apr 2001

Bachelor of Science in Hotel, Restaurant, and Institution Management

De La Salle - College of Saint Benilde


Dec 2010Present

Advanced Open Water Diving Certification

Scuba Diving International (SDI)
Mar 2007Present

Yellow Belt Certified Six Sigma Practitioner

Dell International Services Philippines Inc.
Aug 2010Present

Targeted Selection Interviewing

Development Dimensions International