Kokui Danquah
Accra
Summary
With a total of over 15 years working experience in customer service, project coordination, payroll supervision, HR services, and global mobility, I bring a diverse set of skills to the table. From optimizing payroll processes and ensuring seamless employee mobility to delivering exceptional customer service and driving successful projects, I thrive in fast-paced environments where excellence and efficiency are top priorities.
Overview
17
17
years of professional experience
Work History
HRBS PAYROLL SUPERVISOR
Integrated Business Services(IBS)
02.2024 - Current
- Talent and Performance process management for team members
- Oversee procedures and processes and manage queries and requests related to preparation and distribution of payroll for 22 Nestlé countries in Central, Western, Eastern and Southern Africa.
- Coordinate team to process payroll transactions including salaries, benefits, taxes, and other deductions.
- Ensure accurate and timely processing of payroll month on month and oversee the maintenance of employee records.
- Ensure payroll compliance with local legal requirements for each country’s payroll practices.
- Facilitate audits by providing records and documentation to auditors.
- Monitoring of system configurations and updates to meet legal and business requirements
HR SERVICES AND MOBILITY TRANSFER PARTNER
Nestlé Central and West Africa Ltd.
06.2022 - 01.2024
- Enhance employee relations and engagement by executing programs with rich content to boost employee morale
- Handle employee-related duties such as coaching, recruitment, and ensuring compliance with employment laws.
- Lead and manage the end-to-end transfer cycle of Central and West Africa Region (CWAR) Internal Transfers and mission assignments.
- Talent and Performance process management
- Manage and coordinate- In and Out transfers of all expatriates of Nestlé CWAR Head Office
- Prepare relocation compensation packages in alignment with internal and external stakeholders and with continuous communication with the transfer country, CWAR stakeholders/HRBP, and Transferee
- Conduct full orientation/induction on related policies, benefits and pay package calculations, with specific information on related geographical area
- Ensures that logistics associated with assignments (work permit, accommodation, medical insurance, bank account, shipment of personal effects, working tool etc.) are set in place in a timely manner
H2R PAYROLL SUPERVISOR
Nestlé Business Service(NBS)
04.2020 - 05.2022
- Talent and Performance process management for team members
- Oversee procedures and processes and manage queries and requests related to preparation and distribution of payroll for 22 Nestlé countries in Central, Western, Eastern and Southern Africa.
- Coordinate team to process payroll transactions including salaries, benefits, taxes, and other deductions.
- Ensure accurate and timely processing of payroll month on month and oversee the maintenance of employee records.
- Ensure payroll compliance with local legal requirements for each country’s payroll practices.
- Facilitate audits by providing records and documentation to auditors.
- Monitoring of system configurations and updates to meet legal and business requirements
CONTACT CENTRE LEAD
Nestlé Business Service
11.2012 - 05.2022
- Talent and Performance process management for team members
- Ensure that Contact Center KPIs are achieved: Handle customer complaints, deal with technical issues, and work in a fast-paced environment.
- Track Agents to ensure tickets are resolved within the agreed SLA: Monitor and spot check calls to ensure that they are being fielded properly. Ensure the right contact quality and be incorporated into training sessions.
- Analyze recorded calls and randomly listen in on calls to ascertain if the right procedures are being deployed by Agents
- Implement, monitor, and measure staff performance standards, quantity, quality and phone service levels
- Work in conjunction with other departments/locations to identify and implement effective technologies, applications and processes
GLOBAL ME@NESTLE PROJECT MANAGER
Global Nestlé Business Service
01.2018 - 06.2019
- Coordinate new content for HR sites for all Nestle
- Sustain Content Management for “me@Nestle” HR sites
- Manage the development and launch of “me@Nestle” HR content sites
- Coordinate with technical team to provide solutions of sites
CONTACT CENTRE AND HR ADMINSTRATION LEAD
Nestle Business Service Accra
01.2017 - 01.2018
- Supervise all tasks relating to the administration and maintenance of employees’ Master Data in SAP
- Responsible for accuracy and timeliness of employees HR data maintenance in SAP in line with HR Admin processes
- Ensure appropriate synergy and alignment between the HR Admin team and the payroll team for 100% quality output to the internal business partners
- Responsible for up and running of the Request Manager Tool
- Responsible for the maintenance of employees’ payroll records including variable and recurring payments
- Responsible for the performance management and development of team members
OUTBOUND CALL CENTER SUPERVISOR
Airtel Ghana
04.2012 - 11.2012
- Coordinate with the team to plan and execute various projects and campaigns
- Guide and assist team members in their assigned job responsibilities
- Supervise team members to meet quality and productivity standards
- Compile and analyze quantitative and qualitative reporting
INBOUND CALL CENTER SUPERVISOR
Zain Telecommunications Ghana
01.2009 - 01.2011
- Provide hands-on support and guidance
- Identify areas for development to ensure continuous improvement
- Monitoring service levels and optimizing service provision
- Compile and analyze quantitative and qualitative reporting
- Liaising with senior management on service level issues
- Conduct coaching, training and evaluating call center agents
CALL CENTER AGENT
Zain Telecommunications Ghana
09.2008 - 12.2008
- Develop positive relationships with customers and co-workers
- Handle and resolve a range of customer contacts
- Record a range of customer contacts
- Meet performance standards
Education
Bachelor of Science - Information Technology
Ghana Institute of Management And Public Administration (GIMPA)
01-2007
Certificate - Management
Ghana Institute of Management And Public Administration (GIMPA)
01-2004
Professional Diploma - Software Engineering
NIIT
01-2002
Skills
- Customer service expertise
- Payroll administration and processing
- Team performance management
- Effective communication
Timeline
HRBS PAYROLL SUPERVISOR
Integrated Business Services(IBS)
02.2024 - Current
HR SERVICES AND MOBILITY TRANSFER PARTNER
Nestlé Central and West Africa Ltd.
06.2022 - 01.2024
H2R PAYROLL SUPERVISOR
Nestlé Business Service(NBS)
04.2020 - 05.2022
GLOBAL ME@NESTLE PROJECT MANAGER
Global Nestlé Business Service
01.2018 - 06.2019
CONTACT CENTRE AND HR ADMINSTRATION LEAD
Nestle Business Service Accra
01.2017 - 01.2018
CONTACT CENTRE LEAD
Nestlé Business Service
11.2012 - 05.2022
OUTBOUND CALL CENTER SUPERVISOR
Airtel Ghana
04.2012 - 11.2012
INBOUND CALL CENTER SUPERVISOR
Zain Telecommunications Ghana
01.2009 - 01.2011
CALL CENTER AGENT
Zain Telecommunications Ghana
09.2008 - 12.2008
Bachelor of Science - Information Technology
Ghana Institute of Management And Public Administration (GIMPA)
Certificate - Management
Ghana Institute of Management And Public Administration (GIMPA)
Professional Diploma - Software Engineering
NIIT
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