Goal-oriented, multi-lingual, pragmatic, and influential Operations Excellence Manager with a reputation for building a strong sense of collaboration and achievement across teams. Achieved exceptional outcomes by leading cross-functional teams remotely in charge of procurement, logistics, inventory, contract administration, and customer services activities. Developed an unprecedented long-term relationship with partners resulting in increased efficiencies and stakeholders’ satisfaction across regions for multinational entities.
Mobile, flexible and dynamic professional with 20+ years of service to BT Global, with increased scope of responsibilities from entry-level order manager to senior manager leading teams of up to 15 professionals.
Most recently, responsible for all customers service-related activities and senior stakeholders’ engagement to optimize the performance of the telco category suppliers globally. Driving operational reviews, checking target achievement against KPIs, and close performance gaps via continuous improvements, ensuring that contractual obligations are met.
Key areas of achievements
•Adaptive Leadership• All along, successfully managed teams of 5-15 specialists across geographies (i.e. UAE, South Africa, India, Malaysia, Hungary, France, Germany), remotely and face to face, ensuring 100% of the team and individual goals were discussed, monitored and driven to completion as per defined targets.
Outstanding employee engagement rating. Selected as BT Talent and achieved the BT in-house Harvard Management Skills online training.
•Supply Chain Strategy• Responsible for 60+ access suppliers representing an inventory of 26,000 access circuits. Systematically collaborate with Procurement, Access Category Management and Product Management to define the best strategy and optimize our costs. Founding member of the Supplier Performance Management team which defined, developed and executed the performance management framework, covering 85% of our inventory in only 2 years. Accountable for executive engagement and aligned peer-to-peer contacts to secure better communication.
•Operational Improvement• Exceptional outcomes achieved through managing stakeholders, processes and access suppliers in respect to supporting access quote, ordering, delivery, maintenance, inventory and billing. Secured performance reports and associated root cause analysis to address negative trends and drive continuous improvements. Resulted in partners’ engagement to achieve 95% of their operational committed KPIs (i.e. average repair time improved by 20% from the initial baseline in 6 months with our partner in Pakistan).
•Project Management• Project leader of an internal project team competition to rationalize supplier selection and reduce costs of failure by €40k annually. Reached semi-final stage with a live project presentation in UK with participants from India, Germany, UK, UAE and France. Based on qualitative and quantitative data, the model defined a RED-AMBER-GREEN risk warning outcome, linked with the supplier access products’ pricing tool.
•Customer Success• Serving 200+ major multinational customers, representing €1.5Bn (access category scope only). Managed critical escalations, especially in Morocco, Egypt, Pakistan, UAE, India, China and Australia in respect to delivery and support to meet 100% of their expectations, while maintaining customers’ satisfaction.