MIGUEL GONÇALVES FRANCISCO
Praha
Summary
Highly accomplished professional with experience in service excellence, HRIS analysis, and operational leadership roles. Demonstrated expertise in driving project transitions, enhancing system functionalities, and ensuring compliance with governance standards. Adept at stakeholder engagement, process improvement, and team leadership.
Overview
20
20
years of professional experience
4
4
Languages
Work History
HRIS and Workday Security Governance Lead
Carrier Refrigeration Solutions CZ
01.2024 - 06.2025
- Plan, execute and monitor HR Technology projects across Carrier Commercial Refrigeration globally with an eye on supportability and successful operational transition into production.
- Manage teams in building project plans, identification of HR business requirements, process and functional design, prototyping, testing, training, defining support procedures.
- Overall management, tracking and reporting of project plan and activities, ensuring that the projects are delivered on time, within budget and remain aligned to the business objectives.
- Work closely with leaders, project teams and various stakeholders to ensure projects effectively mitigate risks, resolve issues, and deliver as planned.
- Facilitate cross-functional meetings and implementation plans, working with other project managers, functional experts, and business partners.
- Prepare periodic communications to stakeholders, work documents and project plans.
- Review and maintain project financials, evaluating projects against their approved financial targets and benefits goals, and ensuring the creation of action plans to address variances and effectively manage change controls.
- Build and deliver project plans, status reports and metrics on test case development, test execution progress, track and monitor defect corrections, identify project dependencies and constraints.
- Identify improvement opportunities for the organization and be an advocate for change.
- Work in an agile environment with global implementation and operations teams.
- Lead coordination for the training and other events that help share knowledge and skills with other team members.
- Define and give access the right security access in Workday for the different types of employees depending on their role in their organization.
- Define and communicate rules and procedures on the way to request access in Workday and get the right level of approval to proceed.
Service Excellence & HRIS Analyst Lead
Carrier Refrigeration Operation CZ
10.2021 - 01.2024
- Ensure client satisfaction and delivery of service excellence, ensuring KPI’s are met and deliver in line with the service level agreements.
- Ensure Workday and ServiceNow governance are met, ensure all project related to HR technology project on time are followed and delivered as per timelines.
- Connect and review project and technology roadmap with stakeholders.
- Act with Superuser role in specific and data sensitive transactions
- Security approver for Europe of documents sent directly to Accenture on behalf of their team.
- Raise cases for new starter access to assignment groups directly with the ServiceNow team. (Create their new starter user records in 8x8 system)
- Act as First level of escalation on any issues in systems (Accenture, HRT, Production Support, ServiceNow, Telephony 8 x 8 and Five9) and connect with tech teams to find solutions and improvement with the systems.
- Act as HR technology lead for Workday with bellow responsibilities:
- Perform Workday process reviews.
- Execute Workday project enhancements.
- Telephony functionality improvements
- Service Now functionality improvements
- Annual UAR audit
- PeopleDoc – UKG
- Power BI
- Regional Project Lead Europe & South Africa - ServiceNow Case Management
- Prepare reports with heavy level manipulation and analysis.
- Create and design Dashboard with relevant information for leadership team (EMEA wide)
- Supervise all system related projects and act as adviser.
Senior Knowledge Manager Ambassador
Novartis s.r.o.
08.2019 - 08.2021
- Led project transitions and provided master data support during hypercare phases.
- Collaborated with GPOs for process standardization and SOP alignment across business service centers.
- Implemented continuous improvements in ServiceNow and SAP ERP, enhancing technical fields and participating in UAT.
- Supported knowledge management processes from creation to publishing, ensuring compliance with operational change governance.
- Utilized qualitative and quantitative data to drive improvements in knowledge management platforms.
Operational Excellence – Senior Master Data Management
MSD IT Czech Republic
08.2018 - 08.2019
- Drive project transitions and provided master data support during hypercare phases.
- Maintained compliance with SOPs and audit requirements, ensuring high-quality data.
- Coordinated master data processes and forms, ensuring necessary reviews and approvals.
- Developed documentation and reference materials for master data SOPs and processes.
Senior Cash Application Team Lead
Johnson & Johnson, S.r.o
04.2017 - 08.2018
- Processed various payments and allocated cash to customer accounts.
- Managed daily reconciliations and responded to inquiries from various departments.
- Generated reports and facilitated continuous improvement initiatives.
HR Global Mobility HRIS Lead
Siemens, Plc
04.2016 - 03.2017
- Implemented team onboarding processes and monthly reporting.
- Supported HR management projects, including process improvements and KPI implementation.
Senior Business Administration Controlling
Siemens, s.r.o.
03.2014 - 03.2016
- Budget and Business Plans preparation
- Consolidation Cost center reporting
- Charging platform
- Monthly reports
- Monthly FTE analysis
- IT FTE Planning (SAP, Spiridon, Gain White collar, Voice& Data, Phone fix)
- Analysis between actual versus forecast.
- Yearly planning budget
- Monthly Service reporting to Head quarter
- Management report
- Saving calculation and consulting
- Hedging
- Balance Scorecard
Senior Lead Customer Relationship Manager
Siemens, SA
10.2012 - 03.2014
- Cross functional position, main business lines supported were, Human Resources, Finance and Procurement
- Responsible for services provided for Siemens worldwide.
- Establish and lead customer relationship program in Siemens Global Shared Services in SWE and Africa regions
- Act as key account manager, providing them the necessary tools and support to allow a professional customer care
- Analysis and reporting of customer satisfaction surveys and establish improvement measures
- Identify new business opportunities and establish strategic initiatives aligned with global strategy
- Organization and participation of monthly and jour fix meetings with all CEO and CFO on a global level
- Development and customization of Philos features adapted to shared services world
- Data management and Worldwide support
- Data Quality monitoring reports, CRM on demand reports, CSI- customer satisfaction index Flashlight reports, opportunities report
- IT Philos First level support
- Philos trainer for all Clusters
- Internal contact for Complain & Escalation process for Siemens Global Shared Services
- Monthly USI – User satisfaction Index reports
- Share point Senior Expert
- Creation of custom lists, sub-workspace creation, mapping.
- Share points developed within Siemens Global Shared Services in Portugal:
- Centre Communications
- Centre Training
- Share points developed within CRM –customer relationship management:
- USI –User satisfaction index results
Project Manager (combined role with Master data Lead)
Siemens, SA
02.2011 - 09.2012
- Project Manager of Accounting Bundling Regional Infrastructure (BRI) project for the African Cluster companies (Tunisia, Morocco, and Algeria.).
- The approach of this program was a Lift, drop & change, which means that all services should be transfer as is to shared services and afterwards be improved and harmonized. Bringing savings and increasing productivity.
- Organization and preparation of all transition plan, analysis of the process and services to transfer in the customer location and agreement with the local CFO and Head of accounting
- Preparing the teams to receive the knowledge in customer location as well a customer visit to the future location in shared services
- Set up IT infrastructure (including servers transfer for a new location in Europe and transfer services from one SAP instance (MP41) to another (Spiridon).
Account Master Data Lead
Siemens, SA
02.2005 - 09.2012
- Responsible of Master data activities transfer of Siemens Diagnostics for Customers (Portugal, Spain, France, Italy, Greece, Belgium, Austria, Sweden, Norway, United Kingdom, Germany, Switzerland)
- Responsible for the Master Data team of 15 elements for Siemens Diagnostics companies and responsible for the transition of the activities form the countries to the center.
- Main activities and responsibilities
- Maintenance and creation of all customers and vendors
- Inter Company transaction.
- SOX controls
- Corporate Master data control
Education
Bachelor’s - economics
Paris 13 University + Lycée Eugene Delacroix
01.1992
Skills
- Project Management
- Stakeholder Management
- Service Delivery
- Process Improvement
- Reporting & Analysis
- HR Process Management
- Leadership
- Organizations and Planning
- Collaboration
- Communication
- Conflict resolution
- Problem solving
Timeline
HRIS and Workday Security Governance Lead
Carrier Refrigeration Solutions CZ
01.2024 - 06.2025
Service Excellence & HRIS Analyst Lead
Carrier Refrigeration Operation CZ
10.2021 - 01.2024
Senior Knowledge Manager Ambassador
Novartis s.r.o.
08.2019 - 08.2021
Operational Excellence – Senior Master Data Management
MSD IT Czech Republic
08.2018 - 08.2019
Senior Cash Application Team Lead
Johnson & Johnson, S.r.o
04.2017 - 08.2018
HR Global Mobility HRIS Lead
Siemens, Plc
04.2016 - 03.2017
Senior Business Administration Controlling
Siemens, s.r.o.
03.2014 - 03.2016
Senior Lead Customer Relationship Manager
Siemens, SA
10.2012 - 03.2014
Project Manager (combined role with Master data Lead)
Siemens, SA
02.2011 - 09.2012
Account Master Data Lead
Siemens, SA
02.2005 - 09.2012
Bachelor’s - economics
Paris 13 University + Lycée Eugene Delacroix
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