Annemarie Kumalau
Port Moresby,NCD
Summary
Human Resources Professional with 14+ years of experience assisting with and fulfilling organization staffing needs and requirements. A proven track record of using my excellent personal, communication and organization skills to lead and improve HR departments, recruit excellent personnel, and improve department efficiencies. Team player with excellent communication skills, high quality of work, driven and highly self-motivated. Strong negotiating skills and business acumen and able to work independently. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
15
15
years of professional experience
Work History
Head of Human Resources Operations
Digicel (PNG) Limited
08.2020 - 07.2023
- Spearheaded the implementation of key HR initiatives across the Pacific region, including HR systems, policies, and processes.
- Monitored and analyzed HR metrics, including headcount reporting and people cost analysis against budget.
- Managed all Pacific HR system queries and acted as Success Factor Administrator for the Pacific.
- Played a crucial role in recruitment, payroll compliance, onboarding, disciplinary and grievance management.
- Accountable for expat contract administration, VHI (expat medical) and life insurance renewals, and bonus payment completion.
- HR Business Partner for 300+ staff
Head of Payroll & HR Reporting
Digicel Central Resources (Fiji) Limited
04.2017 - 07.2020
- Established and centralized the payroll function across Pacific markets, ensuring accurate and timely payments
- Managed payroll configuration, security setups, testing, and monitoring of the Payroll System
- Led a team of payroll executives, overseeing payroll processing, reconciliations, and compliance
- Accountable for continuous improvement of the Payroll shared service function and KPI reporting
- Ensured legal, tax, and audit compliance for payroll activities across all markets.
- Completed payroll accurately and timely to meet employee expectations.
Project Manager
Digicel Central Resources (Fiji) Limited
11.2016 - 04.2017
- Led the successful implementation of a Payroll Rollout Plan for the Pacific Group within the Fiji Hub Shared Services
- Managed the migration of payroll processes and systems, resulting in centralized payroll processing for multiple markets
- Oversaw payroll processing for Papua New Guinea, Fiji, Tonga, Samoa, Vanuatu, Nauru, Singapore, and Diaspora (Australia & New Zealand) markets
- Achieved seamless processing of both local and expat payrolls for the mentioned markets.
- Achieved project deadlines by coordinating with contractors to manage performance.
- Identified plans and resources required to meet project goals and objectives.
Regionalization Recruitment Team Leader
Digicel (PNG) Limited
08.2016 - 11.2016
- Conducted phone interviews to assess applicants relevant knowledge, skills, experience and aptitudes.
- Built strong relationships with internal and external candidates to ensure an excellent hiring experience.
- Collaborated with internal teams to continuously improve recruitment processes and execute as efficiently as possible.
- Achieved staffing objectives through strategic and tactical planning, program management expertise and knowledge of effective recruitment, interviewing and training procedures.
- Worked with recruiting teams and human resources representatives to accomplish hiring objectives.
- Met with managers to discuss vacancies, applicant qualifications and characteristics of top candidates.
- Collaborated with HR leadership regarding candidate salary determinations.
- Managed recruitment team and trained and mentored new advisors.
HR Manager Pacific
Digicel (PNG) Limited
10.2014 - 07.2016
- Led the implementation and management of best practices in policies, procedures, and systems across the employee lifecycle, including Organizational Design, Recruitment & Selection, Compensation & Benefits, Training & Development, and Employee Relations.
- Main Duties/ Responsibilities:
- Advised and collaborated with department managers on short-term and long-term employee needs to develop effective recruiting and staffing strategies
- Employed creative advertising and sourcing techniques to ensure recruitment activities aligned with PNG's Labor & Employment Laws
- Cultivated positive working relationships across all organizational levels
- Administered and tracked the success of recruited individuals
- Conducted comprehensive recruiting tasks for diverse positions, including reviewing position descriptions, screening candidates, conducting interviews, and liaising with hiring managers
- Attended job fairs and employed strategic sourcing to identify suitable candidates for open positions
- Collaborated with Department Managers to resolve employee issues and ensure effective resolutions
- Conducted new hire orientation within respective departments, contributing to employee integration, cultural adaptation, and retention
- Served as HR Systems Administrator for the Yourqube HR system, overseeing system operations across all Digicel Pacific Markets.
Human Resources Generalist
Digicel (PNG) Limited
05.2014 - 10.2014
- Implemented and managed best practice policies, procedures, systems, and practices throughout the employee lifecycle, including Organizational Design, Recruitment & Selection, Compensation & Benefits, Training & Development, and Employee Relations
- Main Duties/ Responsibilities:
- Advised and collaborated with department managers to create effective recruiting and staffing strategies aligned with both short-term and long-term employee needs
- Identified opportunities for organizational and developmental improvements, driving necessary changes
- Cultivated and maintained positive working relationships across all organizational levels
- Ensured a positive employee relations climate by efficiently managing any employee legal issues
- Executed HR programs effectively within dedicated departments, ensuring compliance with required standards
- Contributed to various HR-related projects within PNG as required
- Developed and aligned strategies in line with Digicel's Vision & Values, ensuring consistency within dedicated departments
- Implemented and maintained Digicel's Performance Management systems and processes within the dedicated department
- Championed the Company's Employee Engagement Programme - YuMi Digicel, managing promotions, activities, and related efforts within dedicated departments
- Consulted with Department Managers to address employee issues, ensuring timely and effective resolutions
- Conducted new hire orientations within respective departments, facilitating employee integration, cultural adaptation, and retention efforts.
HRIS Data Entry Specialist/HR Coordinator
Digicel (PNG) Limited
11.2012 - 05.2014
- Provided guidance, support, and coordination for the consistent and effective application of policies, procedures, and practices within the Human Resources department
- Assisted the Head of HR, Senior HR Generalist, and HR Generalists in various HR aspects while offering administrative support on a daily basis to contribute to a comprehensive HR service for managers and staff
- Main Duties/ Responsibilities:
- Assisted the HR Team in supervising human resource issues, including investigating and making recommendations to the organization regarding related problems
- Offered HR advice and support to line managers and employees, explaining procedures and policies effectively and in a timely manner
- Coordinated and contributed to HR projects such as YuMi Digicel and HRIS implementation
- Supported the HR Team with the DPR (Development and Performance Review) process
- Maintained and updated the HRIS system to ensure accurate records and information
- Provided data for and prepared HR reports and documents
- Liaised with payroll, absence recording, and holiday recording systems to ensure accurate data management
- Managed the filing system of personnel, including electronic files (efiles), HRIS records, and employee hard files
- Ensured the Recruitment Register and Applicant Database were up to date
- Assisted the HR Team in the recruitment and selection process, including tasks like setting up interviews, conducting reference checks, and preparing contracts
- Supported Senior HR Generalist in payroll processing
- Interpreted, assisted, and advised employees and managers on HR procedures and policies within specified guidelines
- Managed the data entry of all new employees into the HRIS system
- Handled termination processes for all departing employees
- Managed updates for salary and position changes in the HRIS system.
- Managed staff onboarding: Induction
Customer Care – Support Manager
Digicel (PNG) Limited
10.2011 - 11.2012
- Led and managed a team of 7 Team Leaders, overseeing the attainment of goals and objectives for both Agents and the Customer Care department
- Played a key role in developing processes and procedures to elevate customer experience and optimize call center efficiency
- Main Duties/ Responsibilities:
- Recorded all agent, technical, and customer concerns occurring throughout the day
- Analyzed customer and departmental issues that arose during the week
- Ensured up-to-date agent Productivity and Attendance Reports
- Managed timely adjustments to affected accounts and accurate posting of payments to post-paid accounts
- Provided effective credit counseling to affected customers
- Ensured the Call Centre was properly staffed to manage projected call volumes
- Managed the quality performance of the Call Centre through effective Team Leader management and duties
- Initiated the escalation process, informing relevant departments of customer, technical, and agent concerns
- Sought necessary information to facilitate appropriate distribution of information from the Centre to the Customer Base
- Created innovative means to improve team leader and agent morale
- Ensured proper coaching to identify strengths and areas for improvement among team leaders and agents
- Planned and executed activities to develop team leaders and agents personally and professionally
- Facilitated planning meetings to brainstorm ideas and communicate issues related to the department, organization, and customer base.
Customer Care Team Leader
Digicel (PNG) Limited
11.2009 - 10.2011
- Led and managed a team of 25 to 30 Customer Care Agents, ensuring the achievement of goals and objectives for both Agents and the Customer Care department
- Contributed to the development of processes and procedures aimed at enhancing customer experience and call center efficiency
- Main Responsibilities:
- Coaching and Monitoring:
- Assessed calls handled by Agents to ensure quality service
- Monitored and ensured schedule adherence of Agents
- Provided on-the-job coaching and training to enhance performance
- Reporting and Performance Evaluation:
- Prepared weekly reports on activities and performance of Agents
- Developed Agent Development Plans and conducted monthly reviews
- Provided team updates and other reports as required by management
- Monitored and scored Agent call performance, ensuring consistent quality
- Duty and Floor Management:
- Managed Agent count to match call volume demands
- Assisted and coached Agents on the floor to ensure effective operations
- Monitored Agent performance to hourly Service Level targets
- Addressed issues promptly and effectively, providing timely resolution and feedback.
Customer Care Agent
Digicel (PNG) Limited
11.2008 - 11.2009
- Successfully addressed customer inquiries and concerns through efficient handling of incoming calls
- Provided troubleshooting assistance and resolution at the first point of contact.
Education
Bachelor of Arts - Psychology
University of PNG
Port Moresby03.2008
Skills
- Recruitment and Staffing
- Employee Relations
- Data Analytics
- Conflict Resolution
- Communication
- Leadership
- Coaching and Training
- Payroll Management end to end
- HR Transformation - Project Management
- Strategic Recommendations
- Employee Feedback and Recognition
- Onboarding, Training and Development
Affiliations
Member of the Papua New Guinea Human Resources Institute
Referees
Former Global Head of HR Systems @ Digicel Group, based in Jamaica
Sinead McCann
+353 857569912
sineaddee@gmail.com
Sinead.mccann@anpost.ie
Group Financial Director – Special @ Mondia Group, based in Dubai
David Maligin
David.Maligin@gmail.com
Vice President HR Inizio Advisory @ Ashfield, based in Dublin
Emer Jameson
Emer.Jameson@ashfieldadvisory.com
Former Senior Human Resources Business Partner @Digicel PNG, based in Port Moresby
Sylvia Bonnie-Mago
+67577033795
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Head of Human Resources Operations
Digicel (PNG) Limited
08.2020 - 07.2023
Head of Payroll & HR Reporting
Digicel Central Resources (Fiji) Limited
04.2017 - 07.2020
Project Manager
Digicel Central Resources (Fiji) Limited
11.2016 - 04.2017
Regionalization Recruitment Team Leader
Digicel (PNG) Limited
08.2016 - 11.2016
HR Manager Pacific
Digicel (PNG) Limited
10.2014 - 07.2016
Human Resources Generalist
Digicel (PNG) Limited
05.2014 - 10.2014
HRIS Data Entry Specialist/HR Coordinator
Digicel (PNG) Limited
11.2012 - 05.2014
Customer Care – Support Manager
Digicel (PNG) Limited
10.2011 - 11.2012
Customer Care Team Leader
Digicel (PNG) Limited
11.2009 - 10.2011
Customer Care Agent
Digicel (PNG) Limited
11.2008 - 11.2009
Bachelor of Arts - Psychology
University of PNG
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