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Interim Manager | Consultant

Work Experience

PROFESSIONAL EXPERIENCE

MEDRAD (A BAYER HEALTHCARE COMPANY), Maastricht, The Netherlands • 2006-2012
US-based medical device development, marketing, and servicing company.

Manager Strategy & Organisational Development EMEA (2008-2012)
Drove strategic planning process enhancements for EMEA region, created and deployed standardised processes, and led cross-functional and cross-border teams to attain successful project completions. Devised strategic management platform for European leadership team, directed validation processes and organisational alignment initiatives, and supported financial growth and development prognoses. Designed supporting organisational structures to enhance and attain desired business outcomes, coordinated internal as well as international cross-functional collaboration, and spearheaded change management initiatives.

Job Highlights:
• Member of the European Leadership Team (MT)
• Reengineered organisational structure to meet future requirements, repositioned and redefined roles and responsibilities, promoted and supported change processes with training and development initiatives, addressed skill gaps and improved knowledge base in EMEA region
• Lead multi-dimensional strategic planning process with 40 staff over 9 countries, managed set deadlines with simultaneous workflow. Improved EMEA team alignment with creation and implementation of baseline information sets and acceptance by country leadership teams, corporate strategic planning groups as well as by business units.
• Served as overall project manager for EMEA region new product launch process (commercialisation) design. Trained multi-disciplinary teams and staff members in 12-month programme, resulting in improved time to market and increased operational effectiveness of product launch practices.
• Initiated and led the two-year EMEA collaborative project management programme, co-created with Maastricht School of Business, to support strategic planning process through organisational dynamics, as such increase employees knowledge, skills, awareness and participation in overall vision and future transitions.
• Participated in various global project teams as SME, ensuring alignment with corporate headquarter; Medrad’s leadership programme, internal communications projects, market research programmes, distributor network optimization and NPS launch.
• Led European organisation successfully through the 2010 Malcolm Baldridge award process.


Head of European Customer Support (2006-2008)
Lead customer support teams across 9 European offices. Drove efforts to match performance and professionalism to improved organisational changes. Transformed team through coaching and development, team building, and continuous improvements in technologies and processes. Promoted growth and alignment of performance with corporate goals.

Job Highlights:
• Drove transformation of Customer Service function by separating out supply chain operations, repositioning of divided departments, creating clear definition of roles and responsibilities, and promoting increased efficiency and performance.
• Implemented new performance measurement methodology (NPS program) to monitor the effectiveness of customer service initiatives and annual performance.
• Served as member of the European Leadership Team
• Introduced semi-automated process to monitor and manage performance including departmental key performance indicators (KPIs) and scoreboards using waterfall down as well as bottom up approach.
• Accelerated European Customer Support Team’s highest score attainment in function across global survey (Great Places To Work) based on overall employee satisfaction.
• Promoted training and development opportunities using both internal and external resources to maximise individual and group performance.


ARVATO SERVICES, Venlo/Abcoude, The Netherlands • 2004-2006
International outsourcing service provider focused on design and implementation of business process solutions through integrated service chains.

Customer Operations Manager for Dutch State Lottery and American Express
Oversee team managers and contact centre staff in driving strategic and tactical approach to managing Dutch State Lottery and American Express accounts. Optimised financial and service level agreement results through reorganisation efforts. Served strategic partnership roles in defining corporate growth, leading supporting departments, and driving transformation to increased professional and profitable status. Defined steering mechanisms towards desired outcomes.

Job Highlights:
• Directed front and back office transformation for Dutch State Lottery while implementing quality improvement project and managing commercial and operational performance.
• Ensured attainment of agreed upon goals, metrics, and targets and increased activity volume.
• Increased profitability and financial results (ROS improvement), drove change of front office operations, and managed various projects for American Express.
• Perform in-house training and coaching to support employee growth plans and implemented call monitoring program project.

Career Note: Served additional prior roles as General Operations Manager, ACT Teleconferencing BV (2001-2003) and Project Coordinator, European CRM Project, Technicolor GmbH (2000-2001).

Education

EDUCATION

Health, Medicine, & Life Sciences Coursework, University Maastricht
Corporate Communications, Fontys (HBO)

ADDITIONAL PROFESSIONAL TRAINING

Psychology for Managers, Nijenrode Business University/Focus •
Life Coaching (Anticipated 2014 Completion), Hasselt Academy • Assessor Training, EFQM
7 Habits/Speed of Trust, S Covey • Strive, Medrad Senior Management Training
Collaborative Project Management, University Maastricht Business School
Marketing Excellence Training, Medrad Europe BV • Strategic Planning, Open University
Master Classes Change Management, Twijnstra & Gudde

ADDITIONAL PROFESSIONAL QUALIFICATIONS

6Sigma Green/Black Belt, Medrad: Excelerating Excellence Lean-Sigma
Project Management, Prince2/Images

COMPUTER/TECHNICAL SKILLS

Microsoft Office • SharePoint • CRM • WFM • NICE • DTP Programs (i.e. Adobe) • CMS

Skills

Organisational Development • Transformation/Change Management • HR • Programme Management
Learning Development Strategy • Strategic Planning & Implementation • Project Leadership
• Process Reengineering • Event Planning & Coordination

Languages

Dutch • German • English • (French • Italian)

Other

Willing to travel

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