1. JAMESON L. MASE
Unit 28AB Olympic Heights Tower 2 Eastwood City
188 E. Rodriguez Jr. Avenue (C-5), Bagumbayan, Quezon City, Philippines 1110
0917-576-5301 / jamesonlopezmase@gmail.com / ph.linkedin.com/in/jamesonmase
EDUCATION University of the Philippines, Diliman
Bachelor of Science in Tourism, Batch 2007
Graduated Cum Laude
PROFESSIONAL EXPERIENCE
June 2013-Present
Service Manager – Compensation, Benefits and Payroll
IBM Global Process Services, Manila Delivery Center
PMO-Account Operations, HR Delivery Tower
• Responsible for client-facing tasks - participating in calls and meetings – and issue management
by providing inputs and viable recommendations on Root Cause Analysis
• Manages the account in partnership with the Operations, on the administration and monitoring of
business requirements and commitments of the account to the client
• Spearheads regular touchpoint meetings amongst operations teams to promote collaboration and
alignment on transactions, client needs and requirements – ensuring that process gaps are
addressed and that there is full understanding of the client’s needs and expectations
• Supports and monitors the account service delivery – comprehensive understanding of the
account’s contract, Statement of Work (SOW) and Disaster Recovery protocols; partners with
Delivery Project Executives on SLA report creation and review of monthly account performance
• Oversees compliance of Business Control requirements – represents the account in audit
activities, both external and internal; provides account support on SOX audit requirements from
client; handles access management
• Works closely with Project Management Office (PMO) in ensuring that all change management
requests are routed to all parties involved, all estimates and work efforts are documented and
submitted to client, actual effort hours spent are billed accordingly to the client on time
July 2011-June 2013
1st
Line Operations Manager – Compensation and Benefits
IBM Global Process Services, Manila Delivery Center
Compensation and Benefits Domain, HR Delivery Tower
Recognized as IBM Top Talent (2012 and 2013)
• Responsible for the overall day-to-day operations for all countries within scope - accountable for
ensuring Compensation & Benefits processes are performed in accordance with agreed
procedures while meeting ALL service level targets for accuracy, timeliness and other operational
metrics
• Accountable for maintaining client referencability and improved delivery quality by ensuring that
operations-related issues are resolved accordingly by performing RCA as needed and identifying
work process defect elimination projects for implementation
• Leads the successful completion of all C&B process change requests; ensuring that these go
through the proper change management process - working closely with all stakeholders during
the plan and design stage, identifying and implementing the solutions towards steady state

2. • Responsible for ensuring that all processes have strong controls posture at all times to meet
compliance and corporate governance standards – this includes annual review of process
documentation, monthly review of MSA/Compliance Tests and management support on Business
Continuity and Disaster Recovery Awareness Plans of the Delivery Center
• Supports management in advancing the HR maturity model by promoting utilization analysis,
productivity metrics and resource planning; involved in all process improvement, process
standardization and training curriculum development within the organization
• Responsible as a people manager in fostering team work and in monitoring team performance
and individual development; recognizes outstanding contributions through timely recognition and
feedback
• Responsible for regularly reviewing people-related reports such as Succession Plan and Early
Warning Attrition Tracker; participates in career discussions and monthly leadership meetings;
establishes regular career discussions with direct reports to identify career paths and
opportunities
August 2008-June 2011
HR Practitioner - Benefits
IBM Global Process Services, Manila Delivery Center
Compensation and Benefits Domain, HR Delivery Tower
Recognized as IBM Top Talent (2010 and 2011)
C&B Heroes of the Year (2010)
• Process employee benefits, absence management, claim applications either directly or via third
party vendors, with extensive knowledge of policies, guidelines to support benefits administration
• Acts as Tier 2 for issue resolution of Benefits related queries; Communicate or respond promptly
to queries or for any changes to Contact Center
• Ensures that SLAs and operational metrics are met, all process documents are updated and all
controls in place are being executed
Special Assignment - Delivery Excellence Support
September 2008 – December 2008
• Serves as back-up Planning & Scheduling Specialists who ensures correct and proper allocation
of work to process owners
May 2007-July 2008
Junior Travel Consultant
Rajah Travel Corporation, Ticketing Department
• Discuss client requirements and advise on suitable options; Issue tickets for travel, maintain
records of transactions and assist with changes to travel arrangements and bookings where
needed
• Plan, prepare and cost itineraries for clients; make and confirm travel bookings and notify clients
of luggage limits and insurance, medical, passport, visa and currency requirements
CO-CURRICULARS
U.P. Lakan, Chairperson, Executive Committee Head, A.Y. 2006-2007
Vice-Chairperson for Internal Affairs, Membership Committee Head, A.Y. 2005-2006
U.P. Tourism Management Society, HR Committee Member, A.Y. 2006-2007

3. CORE SKILLS, ABILITIES & COMPETENCIES
HR Delivery and Operations Management
- Serves as Subject Matter Expert that provides support, guidance and management visibility in
the execution of Comp & Ben processes and annual projects - ensuring that Annual
compensation cycles and Benefits enrolment follow a detailed project plan with a completed
lessons-learned file that serves as guide for future process execution
- Global Process Management Conducted review of process inter-linkages with other delivery
teams such as data management, payroll & contact center, encouraging an end-to-end HR
process mentality
- Achieved core competence and certification in the following functions:
o Certification in Absence Management, Health & Welfare process standards
o Training in Benefits ACA for Back Office
o Training in Employee Stock Options and Taxation (US Payroll)
o Training in Generic Payroll
o Training in HR Services for Cloud – Workday Modules
Client and Vendor Management
- Strong Client Partnering Skills Led client meetings and worked closely with Process SMEs and
HR counterparts in reviewing and executing processes ensuring timely and accurate delivery of
expected outputs
- Analytical Problem Solving Initial point of contact for client escalations, ensuring that all issues
and concerns are addressed and resolved timely and complete with corresponding corrective and
preventative action plans for implementation
- Cross Boundary Collaboration Worked closely with Disability and Benefits vendor managers as
the liason for service delivery that requires Manila operations involvement
Process Change and Project Management (Yellow Belt Six-Sigma Certified)
- Implemented a standard process of handling Process Change Requests (PCRs) of the account,
ensuring timely logging and routing of approvals, notifying domain leads on a regular basis to
ensure that all action items (i.e. estimation, DTP update, PCR closure) are completed on time
- Led and executed projects and process change requests for Comp & Ben and Payroll within the
planned timelines including draft, review and submission of estimates and proposed solution;
Projects managed were all within budget. Actual hours did not exceed estimated effort hours. No
reported sev 1 issues during the hypercare period.
People Management
• - Excellent Leadership & Decision-Making Promoted learning and individual career development
without disrupting team dynamics and team objectives
- Contribution to Team Success Promoted cross-pooling of resources through process training
and certifications, which resulted to a more diversified team and a stronger back-up system
- Impact & Influence Certified to interview and evaluate potential candidates
- Achieved core competence in the following people management functions:
o Coaching and Conflict Management
o Communicating as a Leader
o Performance Management
o Training in Organizational Structure and Employee Behavior
o Training in Leadership through Inspiration, Collaboration, and Influence
Fluent in written and spoken English and Filipino
Knowledge in MS Office, and HRIS PeopleSoft and Workday
PERSONAL Date of Birth : October 30, 1986
INFORMATION Civil Status : Single
Citizenship : Filipino