Kokui Danquah
Accra
Summary
Experienced professional with a total of 15 years success in Customer Service, Project Coordination, Payroll Supervision, HR services, and Global Mobility. Skilled in optimizing payroll processes, ensuring seamless employee mobility, delivering exceptional customer service and driving successful projects. Thrives in fast-paced environments where excellence and efficiency are top priorities.
Overview
16
16
years of professional experience
Work History
HRBS Payroll Supervisor
Integrated Business Services(IBS) Accra
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 Services Accra
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 Services Accra
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@NESTLÉ Project Manager
Global Nestlé Business Services
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
- Successfully managed multiple sites simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
ES Contact Centre and HR Administration Lead
Nestle Business Services 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
Airtel Ghana
02.2011 - 03.2012
- 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
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 in Management -
Ghana Institute of Management and Public Administration (GIMPA)
01.2004
Professional Diploma - Software Engineering
NIIT
01.2002
Skills
- Payroll expertise
- HR policies and procedures
- Customer relationship building
- Communication
- Project planning
- Call center operations
Timeline
HRBS Payroll Supervisor
Integrated Business Services(IBS) Accra
02.2024 - Current
HR Services and Mobility Transfer Partner
Nestlé Central and West Africa Ltd.
06.2022 - 01.2024
H2R Payroll Supervisor
Nestlé Business Services Accra
04.2020 - 05.2022
Global ME@NESTLÉ Project Manager
Global Nestlé Business Services
01.2018 - 06.2019
ES Contact Centre and HR Administration Lead
Nestle Business Services Accra
01.2017 - 01.2018
Contact Centre Lead
Nestlé Business Services Accra
11.2012 - 05.2022
Outbound Call Center Supervisor
Airtel Ghana
04.2012 - 11.2012
Inbound Call Center Supervisor
Airtel Ghana
02.2011 - 03.2012
Inbound Call Center Supervisor
Zain Telecommunications Ghana
01.2009 - 01.2011
Call Center Agent
Zain Telecommunications Ghana
09.2008 - 12.2008
Certificate in Management -
Ghana Institute of Management and Public Administration (GIMPA)
Professional Diploma - Software Engineering
NIIT
Bachelor of Science - Information Technology
Ghana Institute of Management and Public Administration (GIMPA)
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