Diego Delgadillo

• Responsible for performance management coaching to develop a team of Accolade Care Support Associates and support them in meeting their performance objectives
• Clearly define and understand behaviors through observations and data delivering in 1:1 feedback sessions with team and escalating themes and trends
• Oversaw daily operations, ensuring compliance with quality standards.
• Implemented process improvements that streamlined workflows and reduced operational delays.
• Responsible for timely reviews and approvals of team’s attendance and timecards
• Supports in hiring, developing, and retaining top talent
• Supports in driving defined metrics to deliver on customer performance guarantees
• Responsible for handling live escalations
• Partners with Senior Managers to identify and communicate risks to stakeholders and resolve problems to ensure member service quality is maintained at the highest level

• Managed and maintain regional partner and stakeholder relationships across HR and Non-HR areas, including Business and HR leaders (HRD and HRBPs), cross functional teams (Payroll, IT, etc), and HR Services Leaders.
• Owner of the regional portfolio management activities such as resource management, project delivery and quality audits.
• Successfully led projects and change management for the EMEA and MENA HR population.
• Successfully create and implement new processes like task/ticket workflow to ensure better employee and customer experience.
• Assess and Manage risks, monitor and report on progress with actionable insights, anticipate and resolve bottlenecks, and provide escalation management.
• Defined data requirements and metrics, working with Country Managers to implement the entire data flow from capture to the Presentation to Leadership.
• Implement resolutions and scalable mechanisms to pain points each Country Manager had with the processes in place.

• Managed the day-to-day operation ensuring the highest level of customer satisfaction, quality and productivity.
• Managed the projects portfolio and change management for HR areas such as Payroll, Benefits and Employee Lifecycle
• Manage and maintain regional partner and stakeholder relationships across HR and Non-HR areas, including Business and HR leaders (HRD and HRBPs), cross functional teams (Payroll, IT, etc), and HR Services Leaders. Identify, assess, and prioritize actions based on business impact.
• Serve as a lead for consolidating and creating change request of processes. Leverage innovative instructional design methods to create engaging, outcomes-driven, and effective learning experiences. Define future learning needs based on critical business developments.
• Develop less senior Managers and Specialist within the organization.
• Drove and developed high performing teams, manage employee turnover and retention of talent.
• Recruited top-quality talent and enabled growth opportunities for employees, including promotion management.
• Drove and developed high performing teams, manage employee turnover and retention of talent.
• Worked cross-regionally with stakeholders from US, India and LATAM for the accomplishment of service goals

Key Achievements:

• Led the transition of new services from US to CR and implemented their operational model such as the Specialty/Subject Matter Experts teams.
• Implemented the Subject Matter Expert role in CR and IND, and transitioned projects from US to CR/IND.
• Led the hiring and developing strategy of Subject Matter Experts and accomplished the growth of the team within 6 months.
• Led the restructure of the organization eliminating the Lead role and redefining the Team Manager role.
• Developed the Leadership Onboarding Program for new people managers in HR Teams.
• Led implementation of Regional and Global Projects including Escalation process, New Payroll Systems, Creating Training for Leadership Teams.
• Created Developed and Delivered Trainings for Benefits, Payroll and Lifecycle Subject Matter Experts as well and Managers.

• High Level Employee escalation handling
• Handle Small to Medium size projects
• Specialized in Benefits, Payroll and Lifecycle of Employees.
• Training and mentoring of low performers.
• Quality Auditing of escalations.

• Managed the day-to-day operationensuring the highest level of customer satisfaction, quality and productivity for US Chats and Email Teams.
• Preform weekly QA audits
• Developed and Delivered US Tax and payroll Training