Patsy Bent-Hall
Montego Bay,Jamaica
Summary
HR operations manager with extensive experience at Conduent, specializing in financial planning and analysis. Proven ability to optimize processes and improve client satisfaction, managing multi-site operations that achieved an 11% profit margin. Strong relationship-building skills and effective decision-making across diverse teams contribute to operational success.
Overview
31
31
years of professional experience
1
1
Certification
Work History
Manager, HR Operations and Delivery Service
Conduent
Montego Bay, Jamaica
01.2021 - 12.2024
- Conducted exit interviews, analyzed data, and created reports for senior leadership to identify trends and improve retention strategies.
- Managed root cause analysis for payroll incidents, prepared RCA reports, and facilitated client review meetings to drive resolution.
- Managed Payroll Audit and Compliance Desk (Payroll and Sarbanes Oxley audits)
- Delivered new hire onboarding training for HRO payroll clients to ensure smooth integration and understanding of payroll processes.
- Participated in the development and documentation of US Payroll Training Modules for key payroll processes.
- Trained Candidates to sit US Fundamental Payroll Certification (FPC) national exam.
- Prepared Individual Development Plan (IDP) and conducted coaching sessions.
- Conduent Montego Bay, Jamaica
Service Delivery Management, Payroll
Conduent
Montego Bay, Jamaica
01.2019 - 01.2021
- Audited and reviewed Business Continuity plans to ensure compliance and effectiveness.
- Standardized Business Continuity Plans across all Business Units to enhance consistency and reliability.
- Analyzed quality assurance processes in each business unit, recommending improvements and standardization for better alignment.
- Centralized quality assurance teams.
- Conduent, Montego Bay, Jamaica
Strategic Business Unit Manager
Xerox Services
Montego Bay, Jamaica
01.2005 - 01.2019
- Oversaw payroll processing for Fortune 500 US client, ensuring timely and accurate execution.
- Processed tax withholding accurately for payroll.
- Facilitated funding for direct deposit transactions.
- Managed garnishment deductions and disbursements, expatriate and third country nationals, personal administration, employee data maintenance, and printing and distribution of W2 and W2C forms.
- Managed the Customer Service Level Agreements.
- Xerox Services Montego Bay, Jamaica
Division Vice President
ACS Commercial East
Montego Bay, Jamaica
01.2002 - 01.2005
- Managed 5 Strategic Business Units located in the US and offshore locations, comprised of eight different customers, and generating revenue of $13 million with an 11% profit margin.
- Managed 600 employees across offshore locations (Ghana, Jamaica, Mexico, USA) in Level I and Level II data entry services, including mailroom, OCR, scanning, and stored information retrieval.
- Oversaw monthly revenue and profit forecasts, providing detailed explanations for variances against targets.
- Monitored administrative and financial control procedures to enhance operational efficiency across business units.
- Signed 3 new contracts (add-on to existing business) and added one new customer in a single fiscal year.
- Provided on-going Operational Process Analysis and improvements, policy issuance, billing, Client Service.
- ACS Commercial East, Montego Bay, Jamaica
Unit Manager
ACS
Montego Bay, Jamaica
01.2001 - 01.2002
- Managed Daily Operations including Staffing, Client satisfaction and Service Level Agreements at multiple locations.
- Ensured revenue and PTP goals aligned with budget through ongoing monitoring.
- Prepared Budgets, Forecasts and Financial Modeling.
- Reviewed Profit and Loss Statement monthly; clarified reasons for deviations from goals.
- Frequent Analysis of workflow ensuring efficiency and cost control.
- Quarterly Business review with Customers on Operational Performance and problems resolutions.
- Resolved customer and employee concerns, enhancing overall satisfaction.
- ACS, Montego Bay, Jamaica
Senior Account Manager
NPC
Montego Bay, Jamaica
01.2000 - 01.2001
- Managed activities of junior account managers supporting thirteen clients, ensuring effective service delivery.
- Assisted senior managers and sales executives in marketing new services and expanding existing customer accounts.
- Maintained monthly financial goals.
- Reviewed financial performance of each account and collaborated with the team to develop action plans for achieving financial targets.
- Facilitated existing and prospective client visits.
- Executed various tasks based on Senior Management's needs.
- NPC, Montego Bay, Jamaica
Customer Service Representative
Mirand Respond Systems
Montego Bay, Jamaica
01.1994 - 01.2000
- Managed client communications and feedback on production matters to ensure alignment with customer expectations.
- Provided daily, weekly, and monthly reports to Customers, including Production, Quality and Turnaround tracking.
- Prepared Backlog Action Plan and obtained Customer approval.
- Coordinated client visits and prepared agendas to enhance customer relationships and engagement.
- Maintained production-keying rules based on customer requirements to ensure data accuracy and compliance.
- Mirand Respond Systems, Montego Bay, Jamaica
Education
Certified Fundamental Payroll Professional -
PayrollOrg
Certificate - Human Resources Management
University College of the Caribbean (UCC)
Bachelor of Science (BSc.) - Professional Management
Nova Southeastern University
Florida, USAAssociate of Science (ASc.) - Business Administration
University Colleges of the Caribbean (UCC)
Skills
- Talent acquisition strategies
- HR budget management
- Employee performance metrics
- Resource allocation strategies
- Process evaluation
- Efficiency enhancement
- Strategic leadership
- Effective decision making
- Cross-functional collaboration
- People management
- Client satisfaction focus
- Building trust and respect
- Networking skills
References
- Dr. Delroy Fray, Clinical Coordinator- Western Regional Health Authority, 876-997-5486
- Cheryl Russo, Senior Manager, HR Operations and Delivery-Conduent, NJ, USA, 1-908-692-9520
Certification
- Fundamental Payroll Certification (PayrollOrg- 2024)
Accomplishments
- Top Performer Award (2003)- President's Club- Exceeded Sales and Profit goals
Timeline
Manager, HR Operations and Delivery Service
Conduent
01.2021 - 12.2024
Service Delivery Management, Payroll
Conduent
01.2019 - 01.2021
Strategic Business Unit Manager
Xerox Services
01.2005 - 01.2019
Division Vice President
ACS Commercial East
01.2002 - 01.2005
Unit Manager
ACS
01.2001 - 01.2002
Senior Account Manager
NPC
01.2000 - 01.2001
Customer Service Representative
Mirand Respond Systems
01.1994 - 01.2000
Certified Fundamental Payroll Professional -
PayrollOrg
Certificate - Human Resources Management
University College of the Caribbean (UCC)
Bachelor of Science (BSc.) - Professional Management
Nova Southeastern University
Associate of Science (ASc.) - Business Administration
University Colleges of the Caribbean (UCC)