Experience

Further Group
• Spain
• Insurance
• 1 - 100 Employee
• Operations Manager

  • Jul 2022 - Present


Cigna Health Benefits

• Belgium
• Insurance
• 400 - 500 Employee

• Client Delivery - Tender & SLA Manager

  • Apr 2021 - Jun 2022

  - Represent Operations on new business opportunities; Ops focal for Sales and Underwriting- Negotiate service levels and operational strategy with client during tender process- Service Level Agreement management for top tier clients- Penalty payment forecasting and creation of risk avoidance strategy

• Operations - Client Liaison Manager

  • Sep 2019 - Apr 2021

  - Represent Operations to flagship NGO clients; first point of contact for Ops inquiries and escalations- Driving client satisfaction by explaining Client concerns to operations teams and mapping solutions- Operational implementation and roll out of new clients

• Team Manager - Communications

  • Jan 2019 - Aug 2019

  - Driving analytical solutions to operational challenges – Optimizing systems and processes- Leading a 33% improvement in average TAT in 2019- Operational KPI on track for first time in department history – First MTD Green result in 20 years

• Team Manager - Claims

  • Sep 2017 - Jan 2019

  - Leading a team of 50 analyst working in a multilingual global operating model- Drive performance through coaching and motivation – 35% productivity improvement in 6 months- Track KPI’s and create tactical solutions to achieve client satisfaction – 30% YTD NPS improvement



Seven Eighths

• Spain
• Management Consulting
• 1 - 100 Employee

• Team Lead

  • May 2017 - Sep 2017

  - Leading company’s entry into North American market - Setting and tracking operational priorities for team to drive revenue - Negotiating payment in situations of non-compliance - Leading company’s entry into North American market - Setting and tracking operational priorities for team to drive revenue - Negotiating payment in situations of non-compliance



IBM

• IT Services and IT Consulting
• 1 - 100 Employee

• Data Program Manager

  • Sep 2015 - May 2017

  - Harmonization of Global Accounts Receivable structure and alignment of Key Metrics- Executive level presentations of financial drivers and root cause analysis- Regular interlock with Global treasury on cash forecast and focus accounts.- Database maintenance and quality control

• EMEA Operations Leader – AR Planning

  • Jan 2015 - Sep 2015

  - AR metrics target creation, consolidation and tracking for all EMEA geographies- Regular results analysis and presentation to geography leaders- Leading sales team incentive program to improve collection targets- Data quality Leader and accounting interlock

• Accounts Receivable Financial Planning for UKI & France

  • May 2013 - Dec 2014

  - Forecast quarterly Cash flow and aged outstanding debt- Creating and analysing financial reports including status of customer accounts- Track performance Metrics and financial KPIs- Final monthly and quarterly status, results analysis and accounting ledger reconciliation

• Team Leader – Contract Management

  • Sep 2009 - Apr 2013

  - Building a high-performance team through coaching thus enabling team to contribute effectively.- Drive target achievement and identify areas of improvement. No audit defects during four year tenure- Acting as first point of escalation for the team and ensure the workload is balanced

• Contract Manager

  • May 2007 - Sep 2009

  - Executing first B/S reconciliation of all existing Mainframe SW contracts for France in over a decade.- Contract lifecycle management and interlock with sales operations.

• Order & Contract Validation

  • Apr 2006 - May 2007

  - Validation of new contract and orders- Processing SW orders in SAP