Khairaani Harith

Aligns talent strategies with business goals by driving development, engagement, and strategic workforce planning.

• Develop, customise and implement competency frameworks, skills pathways, career pathways, and assessments to prepare for future-ready workforce including upskilling and reskilling of employees • Identify, assess and curate training needs across Business Units in Singtel requiring functional, leadership and next-gen future ready skills • Plan, organise and facilitate various talent management activities such as orientation sessions for new employees, corporate learning and training sessions, learning forums etc. • Partner internally and with government agencies, industry experts, and strategic providers to identify leadership gaps and implement strategies to enhance talent potential • Gather, analyse and review the effectiveness of delivery of programmes including participants’ evaluations for learning and development activities to enhance user experience and recommend corrective measures where and when necessary • Build and maintain a database of Talent Management content, resources and tools, relevant current events, and trends and developments in best practices

• Effected the Enabling Mark, the first national-level accreditation framework to incentivise disability-inclusive employers in their employment practices which was launched in October 2020, by President Halimah Yacob • Developed a comprehensive competency-based tool that assesses both local and international organizations of different sizes and backgrounds on their maturity level of inclusive policies and practices. This tool provides local benchmarks across different organizations • Identified and assessed training needs based on projected processes and changes. Selected, trained and managed all coaching, training and performance improvement actions across different stakeholders including assessors, validators and administrative personnel • Delivered consultancy services to organizations/employers and provided guidance for improving inclusion practices across different HR practices that include hiring, retaining, and developing employees with disabilities • Create and manage website content showcasing success stories from leading organizations for knowledge sharing, employer outreach and platform for online assessments

• Led needs analysis, design, development, and implementation of leadership and organizational development solutions (such as development programs, instructor-led training, virtual training, simulations, assessments, and coaching) • Champion of Diversity and Inclusion to leverage cultural awareness to address challenges when operating across different geographical areas • Partnered with HR and business leaders to develop customized solutions for recruitment, succession planning, and development of talent • Facilitated leadership development programs, competency modeling workshops, high potential leadership acceleration programs, and diversity and inclusion seminars to senior leaders and teams • Onboarded and trained team members across talent management solutions and provision of guidance to junior colleagues • Project management and business development activities across large-scale projects globally • Accredited in the firm’s proprietary methodologies on work measurement and leadership assessment tools (Job Evaluation, Competency Modelling Technique, Korn Ferry 4 Dimensions (KF4D), Korn Ferry Assessment of Leadership Potential (KFALP), Korn Ferry Leadership Architect (KFLA), Talent Q, Emotional & Social Competency Inventory

• Accountable for defining and managing multiple nationwide IVR system projects simultaneously • Redesigned process flow, call frameworks and approach in alignment with business strategy to make it customer-focused and reduce call waiting time • Conducted User Acceptance Testing to solve customer problems and make recommendations for service automation to better serve evolving customer needs for efficient services • Established rapport with internal and external stakeholders to drive efficiency and productivity for Singtel

• Responsible for defining and examining, and where appropriate, re-engineering key business processes, procedures and systems from suggestions for Consumer Banking Value Streams • Ensure that implementation of new process guidelines/re-engineering comply with Group compliance standards, MLP policy, Group KYC risk base standards and regulatory requirements • Working with Business Units representatives in delivering and closure of suggestions accountable to them, placing focus on quality customer service, control and cost containment in assessing feasibility

• Responsible for inbound customer service in the one-stop hotline, ensuring all productivity, service and sales objectives are met. Answered an average of 90 calls per day with less than 3 minutes of hold time. • Efficient follow-up on investigation of customer queries and complaints through liaising with internal departments • Recognize, document and recommend alternative resolution for reduction in trends of repeat calls • Cross selling of current promotions of Fixed Deposits and other banking products/services in identification of customer needs • Conducted training of new customer service representatives