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Business Operation Director

Work Experience

2006-2008 Business Operation Director World Customer Services Area Northern and Eastern Europe.
Primary task and responsibility: to support service operation by/on:
• Project support for integration of organizational entities, tasks, exploiting the synergies in the area. A lot of emphasis in this 3 years on Eastern Europe especial Russia to exploit the synergies and to get some consistency in the fast growing eastern market.
• Support the development & implementation of In-/Outsourcing/Entry/ Exit strategies to increase NCR’s direct service delivery reach or profitability.
• Strategic Initiatives and cost reductions (facilities, telecom, Outside Services Spend, etc.).
• Right-sizing support by providing headcount/mapping models for the countries and supporting/leading the implementation of building & stabilizing the organization, the processes and the correct usage.
• The implementation and use of Process-, IT- and Systems (D1, ERP) and support the functionality/knowledge sharing between countries and functions.
• To be able accomplish the targets regular travelling in Northern and Eastern Europe were made to assist the countries organisations.
• Revenue assurance- and capture activities (price increases, bid support, etc.).
• Provide in-depth business analysis (deep dives, etc.).
• Basic Support other not direct operational activities such as: Facilities and central control headcount (headcount tracker/ people soft / headcount requests & approvals).
2004-2005 Business Operation Director World Customer Services Area Northern Europe.
Primary task and responsibility same as above only limited Northern Europe (Netherlands, Belgium, Denmark, Norway and Sweden. End 2005 the area was extended with Eastern Europe (included Russia).

2003 Manager Customer Support Services Area Northern Europe.
Primary task and responsibility: to support service operation by/on:
Sales Management / Opportunity Management / Reporting & Analysis & Discipline Management for: Sales Support / Service Account Management / Service Order Management / Supplier Management. This was of a virtual team with a Central Core in the Netherlands and with team-members in all countries.

2002 Manager Implementation Team Netherlands.
Operational and financial management of the implementation / installation project team.
Managing and coordinating deployment and redeployment activity (transaction services):
Roll outs, upgrades, installations, de-installation, (staging), disposal, moves and changes. Mostly for retail & financial products.
1996-2001 Project Manager
Implementation / installation team project manager. Implemented different kind of external and internal projects such as; pin/chipper implementation for Postbank, rollout project of ATM installation and upgrades (hardware and software) for Rabo/SNS/ING, investigation and upgrade year 2000 ready projects for Rabo/Fortis, internal service logistic and automation projects.
In addition to the project manager role assisting the implementation team manager since the start of the team in 1996 by creating a professional project team and setting up the financial processes for pricing and reporting.
1995 Teamleader Operation Support & Development volume service formula.
Primary task and responsibility: support of, call handling and planning field service engineers for the financial and retail service teams.
End 2005 decision was made to split up the team in a financial and retail part integrated into the service teams to be able to have direct control/responsibility of the service teams for the total service process.
1994 (June-December) Organisation Change Management.
Leading role in investigation and coordination activities to change the existing organisation by splitting up the service to reach a so optimal possible service process focussed on the different kind of activities (Finance/Retail market, large systems, networking). This done in addition to Manager Service parts Inventory function.
1992-1994 Manager Service-parts Logistic & Inventory Benelux.
Function accepted December 1992. Primary task was to recover poor operational implemented global automation system and change service logistic operation to be ready for integration and move to European operation. (Re)Implementation of service part logistic system. Organisation changes prepared and implemented (included all operation and human aspects) for the integration of service parts distribution and rework into European Logistic Centre.
1986-1992 Manager Information Systems Customer Services Benelux .
Primary task and responsibility: Implementation and maintenance of the information systems within the Benelux service organisation. During this period replaced contract administration system and implemented call handling and local service parts system.
As additional tasks during 1988 have been temporally responsible for the service contract administration department.

Education

1964-1970 MTS electronics
1975-1978 Courses Middle Management and ”Voorbereidend Hoger Management” (Instituut voor Sociale Wetenschappen te Den Haag)
1988-1990 ”Hogere Bedrijfskunde” 2 years evening college (Instituut voor Bedrijfs Wetenschappen te Den Haag)
1999-1998 Project Management George Washington University
1969-2008 Several technical, financial and management courses internal/external provided by NCR.

Skills

Organzation changes, implementation and projectmanagement.
Service improvement support

Languages

English and Dutch

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