Magellan
Stream:
Business Process Outsourcing
Role:
Member of the HR Mergers & Acquisition team. Responsible for co-ordination of International HR component
Scope:
Competitive bid for the outsourcing of the global IT operation of the West LB German Bank
- Transfer approx 450 employees in four countries: Germany, UK, USA and Japan. Contract value ca. € 400 million over 5 years.
- Develop HR model and post merger integration for existing framework in Germany, UK and USA. Develop custom HR solution for Japan.
- Complete due diligence and validation of business case for Corporate Risk Review Board.
Toshiba Global Support Centre
Stream:
Business Process Outsourcing
Role:
Member of Crisis Management Team and subsequent Global Training Lead
Scope:
- Toshiba’s regional technical helpdesks in North America, EMEA and APAC are outsourced to a global network of call-centres in Istanbul, Milan, Singapore, Toronto and Cincinnati.
- Contract value ca. € 150 million over 5 yrs, engaging approx. 400 call agents.
- A crisis management team was installed to review poor operational performance and non-compliance of Service Level Agreement.
- Subsequent to performance review, exited the crisis manager post and head-up the Training and Quality Control Unit. Include Recertification Program of agents and global quality assurance and Call Monitoring Program.
Lead training on the Call Reallocation Program from Istanbul to Toronto and fast-track training of new agents.
SPEED
Stream:
Business Process Optimisation
Role:
Member of Business Support Processes team
Scope:
Siemens Business Services DE Program on Regional Optimization
- Reduce number of regional offices based on optimized market coverage, customer focus and minimized costs.
- Consolidate and optimize Commercial and Business Support processes.
- Map internal processes to consolidate and centralize dedicated functions to share resources across business units and regions
- Due diligence of regional offices performance and shortlist candidates for closure.
- Preparation of decision and investment documentation (Entscheidungs- u. Investitionsvorlage)
UK National Savings
Stream:
Business Process Optimisation
Role:
Member of the Business Process Reengineering Taskforce
Scope:
- Map and optimize the Data and Mail Room Unit (DMU) processes across the major locations in Glasgow, Blackpool and Durham. Quantify cost savings potentials and prepare business case for decision to keep or outsource DMU operation
- Map and optimize the Sales, Purchase, Credit and Complaint processes for all financial products in the Durham operation.
- Establish a standardized productivity Key Performance Indicator system across all 3 locations to monitor and support Service Level Agreement compliance
CRM Roadmap
Stream:
CRM - Customer Retionship Management
Role:
Member of the CRM Strategy team
Scope:
- The CIO Office for Siemens AG is to launch an online CRM initiative for the corporation. Mandate is to develop a fundamental understanding for CRM, establish guidelines, common processes, pool knowledge and establish a central platform for knowledge base.
- Consolidate existing knowledge and usage of CRM. Define and develop central concept, with roadmap and detailed toolkit.
- Co-ordinate set-up of web interface.
- Manage regional management buy-in.
Siemens AG Employee Portal
Stream:
Program Management
Role:
Project Leader International Program Management
Scope:
- A project of the Centre of E-Excellence, the Portal is a central platform and gateway via the intranet for all Siemens employees to access company information and administrative functions.
- Setup kick-off for global rollout of Siemens Corporate Employee Portal across Europe, USA and the Asia Pacific region.
- Manage regional management buy-in, customizing the corporate concept and pilot concept in view of regional IT infrastructure support.