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John Thai

Manager CX, BPO, Operations and Bus Transformation

Kan reizen naar Sittard-Geleen, Utrecht

  • 51.0048
  • 5.8281
  • Indicatief tarief €750 / Dag
  • Werkervaring 7+ jaar
Een opdracht voorstellen De opdracht kan alleen van start gaan nadat je de offerte van John hebt geaccepteerd.
Een opdracht voorstellen De opdracht kan alleen van start gaan nadat je de offerte van John hebt geaccepteerd.

Locatie en reizen

Locatie
Sittard-Geleen, The Netherlands
Kan bij je op kantoor werken in
  • Sittard-Geleen en 50 km rondom
  • Utrecht en 100 km rondom

Voorkeuren

Tijdsduur van de opdracht
  • ≤ 1 maand
  • tussen 1 en 3 maanden
  • tussen 3 en 6 maanden
  • ≥ 6 maanden
Sector
  • Automobiel
  • Consultancy & auditing
  • Digitaal bureau & IT-consultancy
  • E-commerce
  • Internet der dingen
+5 andere
Bedrijfsomvang
  • 1 persoon
  • 2 - 10 personen
  • 11 - 49 personen
  • 50 - 249 personen
  • 250 - 999 personen
+2 andere

Checklist

Ondertekend Malt-handvest
Het handvest bekijken

Geverifieerd e-mailadres

Talen

  • Dutch

    Tweetalig / moedertaal

  • English

    Tweetalig / moedertaal

  • German

    Basiskennis

Categorieën

Vaardigheden  (24)

John in het kort

Experienced leader running large and complex business transformations (safe/agile, prince2) in the CX/UX domain. Specialization in improving contact center operations, digitalization of solutions/tools in order to drive change and project/program management. I am extremely data driven and human centered in my approach. I have been active for large, corporate clients (BPO, Telecom and Automotive) as well as small retailers, offering management consulting services where needed. I am currently open to new assignments where I can make a change and realize growth in the broadest possible sense.

Werkervaring

Mercedes-Benz AG

Digitaal bureau & IT-consultancy

Senior Manager Global Business Transformation & Customer Experience

Maastricht, The Netherlands

juli 2019 - Vandaag (2 jaren en 10 maanden)

In this position one of the key points of focus has been laying the framework for a next generation customer experience by enabling a new CRM solution (Salesforce service cloud) from the ground up and its deployment in parallel to its development in an agile/SAFE methodology. In addition, the entire supporting ecosystem is being upgraded from on premise to a cloud based solution.

Responsibilities and achievements are:
• Managing cross-functional teams with expertise in customer experience & business transformation
• Managing team of internal/external project managers and business transformation architects/directors.
• Coordination between 10 agile teams, 56 local entities and a large layer of stakeholders
• Ensuring common vision and buy-in by advocating a new/different way of working (Agile/SAFE).
• Ensuring constant enhancement of digital roadmap and customer journey
• Ensuring business value in accordance with corporate and global stakeholders
• Responsible for accelerating both IT and Business development cycles
• Ensuring global buy-in by tailoring approach to local parameters
• Upgrade contact center solutions relating to voice infrastructure, reporting, knowledge management and dealer management systems.
• Ensuring success across all levels by emphasizing on collaboration, communication and transparency and most importantly, enabling the right people.
• Development of full CRM product based on service cloud
• Global deployment of product with incremental increasing amount of functionalities within 18 months
Salesforce Program Management SAFe CRM Agile Business development Project Management Stakeholder Management Scrum Change Management

Daimler AG

Automobiel

Senior Project Manager

Stuttgart, Germany

september 2016 - januari 2020 (3 jaren en 4 maanden)

Responsible for the global implementation of call center services and car connectivity in 26 countries across four continents, including CRM system, network infrastructure, telephony, quality- and knowledge management tools, reporting and country specific development on legal demands, in support of Daimlers’ strategic direction for connected vehicles: Mercedes Me Connect, Mercedes PRO and MB Uptime.

Project teams are set-up cross-functionally with no direct hierarchy; this means managing both internal- as well as external stakeholders intensively is key to a successful delivery. Additional activities include:
• Provide strategic direction for call center strategies for 26 markets in a mixture of internalized, insourced and outsourced call centers.
• Accountable for successful rollout of a blueprint call center solution in 26 markets, in 3 years, on budget and on time.
• Ensure (system) compliance with international legislation on privacy, consent, data storage, data processing and local information security requirements.
• Execute tenders for call center supplier selection across 4 continents.
• Work closely with Executive Management of 26 markets to ensure successful integration and implementation into the overall local business model.
• Contract management and business case creation.
• Development of annual plans and budgets.
• Transition of implemented projects towards account management/line business for regular cadence and steering by operational management.
• Markets include European countries, Balkan, Baltic, Russia, Mexico, Japan, South Korea, Taiwan, Thailand, Malaysia, Singapore, Indonesia, Vietnam, Australia and New Zealand.
• Travel up to 75% of time.
Project Management digital Automotive product owner Program Management Change Management call center

Xerox BPO

Telecommunicatie

Manager Service Delivery

Tilburg, The Netherlands; Maastricht, The Netherlands

januari 2014 - augustus 2016 (2 jaren en 7 maanden)

As Manager Service Delivery within Xerox Business Process Outsourcing I held responsibility for various projects within Xerox BPO up till an annual revenue of 30 million euro's. I have proven track record of delivering KPI's and exceeding operational results by enacting growth and efficiency through a no-nonsense and transparent approach. By enhancing my team and providing them the means through effective and thorough coaching I make sure we exceed expectations repeatedly.

In this role I manage both internal and external stakeholders, putting emphasis on creating a strong partnership with our customers. In order to do so I work together with 12-15 team leaders, project managers as well as business analysts to provide our customers valuable marketing insights and recommendations on how to maintain strong results and more importantly room for growth through both internal process changes as well as through new services towards the end customer; deliver RFC's in order to optimize process flows and enact policy changes as part of the management team.
Operations Management Service Delivery Manager Change Management KPI Account Management Marketing Project Management

Xerox BPO

Telecommunicatie

Project Manager

Maastricht, The Netherlands

januari 2010 - januari 2014 (4 jaren)

Responsible for strategic roadmap and supporting operational management in realization of tactical elements of this roadmap. Reporting to CXO; I am responsible for the financial growth and control of the budget.

Engaging with clients in order to implement RFCs and assisting new team leaders in delivering operational excellence. Actively leading role in offshoring elements of the operation to B- sites and involved in commercial bids for new business.
Sales Project Management Change Management Controlling offshoring RFP

Opleidingen

  • Law

    Hogeschool Zuyd

    2010

Diploma's 

  • PSPO I
    Scrum.org
    2021
  • Vendor Management Organisation
    COPC
    2019
  • Workforce Management
    COPC
    2019
  • Prince 2 Foundation
    Axelos
    2019
  • Prince 2 Practitioner
    Axelo
    2019
  • Negotiation Dynamics
    INSEAD
    2018
  • Managing partnerships & strategic alliances
    INSEAD
    2018
  • Requirements engineering
    IMF Academy
    2018