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Operation manager

Operation manager

Work Experience

SUMMARY
I am offering 3-year track records of change management, outsourcing and workforce transformation with over 8 ½ years of experience altogether. Deep business insight knowledge gained from an international MBA and projects in a variety of industries. Practical knowledge of PMI. Use a unique combination of analytical and strategic capacities combined with a practical and operational mindset. Demonstrate strong people management, leadership and coaching skills. Proven ability to lead and direct multiple business groups. Driven and committed to quality with strong analytical and problem solving skills. Adept at developing and implementing policies procedures and continuous improvement. Highly skilled in training design. Familiar with business development and contracts management. Dedicated to highest levels of customer satisfaction and constantly looking for ways to improve overall services and profits. Team player, highly organized and able to handle multiple tasks simultaneously. Results and client oriented. Outstanding presentation, motivation and communication skills. Trilingual (French, Dutch, English).
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CORE COMPETENCIES


- Project management (PMI)
- Change management
- Performance management
- Outsourcing (Custom BPO)
- Customer care management
- Resource management
- Communication strategy
- Procedure development and review
- Process reengineering
- Training development
- Reporting management and KPI
- Service level management

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PROFESSIONAL EXPERIENCE

ACCENTURE, Brussels, Belgium Mar 06 – Dec 08
Global management consulting, technology services and outsourcing company. Ranked in Fortune Global 500 company and among the Top 15 consulting firms worldwide.

Manager: Project lead in charge of outsourcing and change management projects. Responsible for PMO including: budget, planning, staffing, solution realization, service transition and delivery, invoicing, monitoring and the client relationship. Lead expert for outsourcing solutions (customer services, call centres, logistics). Lead expert for learning solutions (training materials and coordination, coaching) and workforce transformation (work process and methodology). Lead expert in shaping evidence-based analysis of operational issues and in providing recommendations. Responsible for the recruitment, staffing and training of resources. Examples of projects:

- Net management, Auvelais and Loyers – Belgium (June 08 – Dec. 08): Leading European energy company. Implemented an external customer service centre to support client teams on master data creation of new clients and processing client files queries.

- Mercator verzekeringen, Antwerp – Belgium (Jun 07 – Aug 08): Leading Flemish Swiss-owned insurance company. Implemented a learning management track consisting of developing standardized training materials and procedures for Non-Life contact center and underwriting. Secured operational optimization by outsourcing specific claims handling and customer files processing to external teams for one year.

- Electrabel – GDF – Suez – Belgium (Oct 07 – Aug 08): Implemented and led teams which perform periodic stock count activities designed to improve warehouse management through better accountability.

- Sabic, Sittart – The Netherlands (Jan 07 – Jun 07): Saudi Basic Industries Corporation is one of the world’s leading manufacturers of chemicals, fertilizers, plastics and metals. As a workforce transformation consultant, helped implementing a new organization for the manufacturing platform (+- 1.500 employees). Implemented a new organizational and governance structure for the European procurement organization and led the post-implementation (+- 35 people).

- Bank van de Post, Brussels – Belgium (Jun 06 – Jan 07): As contact centre workforce transformation consultant provided operational support in the day-to-day functioning of the call centre of the Financial Post (75 people). Launched improvement performance and enhanced customer agent satisfaction.

- Anheuser-Busch Inbev, Leuven – Belgium (Mar 06 – May 06): World leading brewer company. As a contact centre management consultant, helped creating shared service centres in Hungary and Czech Republic. Designed a service level agreement framework. Developed decision tree model, scripts and scenarios based on macro-processes and related scripts for future call centre agents.

Reason of leaving: Not enough projects in my areas of expertise due to current economic crisis.

REAL SOFTWARE, Antwerp, Belgium Jul 05 – Feb 06
Major Belgian ICT Service company with extensive experience in retail, banking & insurance, life science, textiles, public and wholesale. Today, the new name of the company is RealDolmen.

Customer care manager, Sales and Marketing Division. Selected by the CEO to direct Customer care activities of the company (including teams in Belgium, France and the Netherlands).
- Reported to VP of Sales and Marketing.
- Led development of vision to overcome problems associated with highly decentralized nature of the enterprise, wide range of products, unsatisfactory service level agreements and overly high inventory costs.
- Provided leadership which increased support teams' performance.
- Accelerated centralization of European call centre activities in Bruges.
- Restructured organization into customer/product oriented teams.
- Implemented new call centre management and reporting tools such as service desk tool, stock management tool and customer database.
- Led 57 people of call centre agents including Field engineers across Benelux and France.
- Administrated service level agreements; redesigned requirements with key stakeholders.
- Secured revenues through service level agreements and maintenance contracts.

Reason of leaving: Left after the Customer care projects stopped for budgetary reason.

BIAC, Zaventem, Belgium May 05 – Jun 05
The Brussels Airport Company is the limited company to which the Belgian State has granted the licesce to operate Brussels Airport. The company is part of Macquarie Airports Group.

CRM Consultant. Selected by the client for an in-company project as part of the Vlerick Leuven Gent Management School-International MBA Program.

Designed and presented a business case for a new loyalty program that increases revenues generated by non-aeronautical activities.

BELGACOM, Brussels, Belgium Jan 03 – Jul 04
Leading Telecommunications Company in Belgium in a number of areas, including fixed-line telephony services, mobile communications services and Internet services.

Methods and Process coordinator, Customer care department, HQ (Jul 03 - Jul 04). Advanced to Customer care department HQ. Promoted to improve control over national Customer care centres’ performance.
- Reported to After-sales manager.
- Initiated, created, and documented new firm wide standard for software module development.
- Provided reports, quantitative analysis and guidance for operations, sales and marketing departments.
- Increased After-sales’ performance by introducing new quality reporting and survey system with strong customer-focus.
- Reduced the workflow by assessing, creating and launching cutwork measures.

Back office supervisor, Customer care administration, Internet Service Provider (Jan 03 - Jun 03). Joined Customer care department of CBS (Customer and Business Solution division).
- Reported to Back office manager.
- Applied organizational restructuring and change management initiatives that transformed administrative teams into internet products-focused teams.
- Restructured After-sales complaints department to achieve operational excellence.
- Implemented new working methods and new operating system that delivers improved customer service and detailed management reports:
- Suppressed administrative backlog and improved team performance.
- Project coordinator for the Back office department.
- Customer representative for Executive managers and CEO PR office.
- 85% of complaint cases were handled within 5 working days.
- Led a team of 7 people.

Reason of leaving: Left to take a full-time MBA program at the Vlerick Leuven Ghent management school (2004-2005).

SKYNET, Brussels, Belgium Dec 99 – Dec 02
Leading Internet Service Provider Company in Belgium.

Complaints team supervisor, Customer care administration (Jul 01 – Dec 02). Progressed on the fast track through positions of increasing challenge.
- Reported to Back-office manager.
- Implemented a web-based performance measurement system for the office.
- Advisor for the Customer care administration (Marketing benchmarking).
- Successfully restructured and redeployed the office.
- Organized major customers launch activities.
- Helped customers re-establish or refine retention initiatives.
- Engaged in problem-solving issues with residential and business customers.
- Formulated and refined communication.
- Led a team of 4 people.

Complaints officer, Customer care administration (Jul 00 – Jun 01)
Customer care agent, Technical helpdesk (Dec 09 – June 00)

Reason of leaving: Skynet was taken over by Belgacom group in 2002.

Education

Education
International MBA in Business Administration in General Management
Vlerick Leuven Gent Management School, Belgium (2004-2005). Grade: Distinction.
Ranked 14th globally by The Economist; English-spoken; Nationals of 30 countries.

Postgraduate study in Human rights (Faculty of Law)
Université Catholique de Louvain-la-Neuve, Belgium (1999-2000). Grade: Distinction.
Postgraduate study in Social Anthropology (Faculty of Anthropology)

Université Libre de Bruxelles, Belgium (1998-1999). Grade: Great distinction.

MA in Criminology and Criminal Justice (Faculty of Law)
Université Libre de Bruxelles, Belgium (1996-1998). Grade: Distinction.

BA in Law, Université Libre de Bruxelles, Belgium (1993-1995)

Training
Accenture Core Manager School, St-Charles IL, USA (Mar 2008)
Accenture Core Consultant School, St-Charles IL, USA (Oct 2006)
Design Management, MIP Politecnico, Milan, Italy (Dec 2005)

Skills

- Delivered challenging projects on schedule, within budget and the scope of projects.
- Proven track record of managing projects over 1M€.
- Managed PMO including: budget, planning, staffing, follow up, reporting, communication and invoicing.
- Carried out business analysis, market analysis, data collection and analysis and benchmark studies.
- Designed and presented business concepts and recommendations.
- Designed and implemented optimisation projects that improve work processes, productivity and increase revenues.
- Set and run workshops to determined the ‘to be’ solutions.
- Managed stakeholders’ expectations, risks and issues, communication strategy and client relationship.
- Monitored, tracked and reported on performance.
- Designed training solutions and materials (training trainers, training end-users).
- Managed selection and recruitment.
- Led client resources.

Languages

Fluent in French (MT), Dutch and English

Other

Married, 1 child.


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