• Nov 2022 - Present

• Feb 2018 - Oct 2022

• Feb 2022 - Apr 2022

For an interim period, I have taken over the management of the Cloud Based operations delivered by the Hyperscale department within SCC Romania.I was responsible for 2 Teams delivering support for multiple customers via SCC Public Cloud and another dedicated team delivering a combination of user support and platform administration for a cloud-native core banking platform.

• Nov 2015 - Jan 2018

The job consisted in managing certain workstreams within the transition projects of new services for UK or France based customers to the Service Centre in Romania, based on Prince2 project management principles.The main responsibilities of the Implementation Manager are:- Defining the Project scope from an SCC RO Service Centre perspective- Planning of the implementation of the services that are impacting SCC Romania (usually the projects in question include other services delivered by SCC UK and more rarely SCC France, work streams that are overseen by the Transition Managers appointed)- Activity planning and milestone identification further to the project type- Internal Resource planning further to the resource availability and needs identified within the project- Estimation of transition costs as part of Presales activities and constant monitor of forecast vs actual effort spent whilst transition initiated- Creation of the Service Documentation (with input from all stakeholders) such as Service Design, Due Diligence Agenda, Due Diligence Report, Escalation Matrix, Global Incident Management Process, Service Request Management Process, RACI Matrix and others as deemed necessary- Risk analysis and management- Monitoring and reporting progress throughout the transition projectI have implemented many projects for UK and France customers, all with different complexities and raging from simple service extensions to completely new complex services as part of programmes. Show less

• Jun 2013 - Oct 2015

After managing the transfer of 3 teams and their activities to the Bacau site: UK Global Finance (5 members: credit collection), UK Quotations (4 members: quoting activities), UK Purchasing (8 members: purchasing activities), I have managed the Operations Support Department that consisted of two teams dealing with SCC France:- FR Purchasing (8 members: code creation, expediting, order processing activities)- FR Post Sales (split into 2 sub teams with a total of 32 members: order entry, order follow-up until customer delivery). My main responsibilities were:- ensuring that the department objectives have been accomplished and exceeded where possible by closely monitoring and reviewing the SLAs and KPIs in place and setting up action plans for back to green paths where required- monitoring the entire department activity in a cost-effective manner- creating and providing all reporting instruments to line manager as per agreed timeframe - finding and implementing improvement solutions to the processes in place- continuously improving the team members' knowledge and skills by liaising with the relevant departments to organise technical and soft skills trainings - assuring customer satisfaction by obtaining permanent feedback from the service owners regarding the teams' performances- escalating all issues that surpass the team leaders' responsibilities by taking ownership and following up until resolution- assuring good communication with all department members by organising one-to-one and group meetings- continuous progress and development for the team leaders and the members reporting to them, to assure constant department value growth Show less

• Dec 2010 - May 2013

- ensuring that all SLAs and KPIs in place are closely monitored to facilitate their achievement for all the teams within my lead- monitoring and improving the team members' activity and processes applied- ensuring that all process applied by the team and the amendments brought to these are thoroughly documented- escalating all issues with the process owners and following up until resolution- motivating the team members by thorough communication through one-to-one and group meetings, along with managing development and action plans where required- conducting credit controller activities for the key accounts assigned Show less

• Sep 2009 - Nov 2010

Chasing SCC UK customers for payment of invoices issued in the previous month. - Escalating all errors with deliveries, incorrect prices or other irregularities that withheld payment to the dedicated department for resolution, and following up until payment was received. - Ensuring successful accomplishment of all KPIs in place- As an additional project, the Credit Control team members were performing overflow activities for the Nissan IT Helpdesk, British Waterways Helpdesk, Hamptons Helpdesk and Jaguar Land Rover Helpdesk. Show less