I have 26+ years of experience in the global IT industry, managing operational teams up to a leadership level. I have extensive experience in areas of Customer Services, Supply Chain, Risk Management, ERP System Support, Services Support, Compliance, SOX, Fraud, Bribery and Complex Investigations. I am a passionate, confident, tenacious enthusiastic individual. I am a hardworking individual with a “can do” attitude that takes pride in seeing a business and team thrive off of organisation changes, growth and increased revenues. I’m fast learning and willing to adapt to situations whilst able to take on new skills quickly and efficiently. I posses strong interpersonal skills, demonstrating the upmost discretion and integrity when dealing with confidential information.
• Led a team of two, comprising an Operations Coordinator and a Software Support Specialist, while also conducting monthly check-ins for the engineering team outside of my direct reports. • Reviewed and refined systems, standards, policies, and procedures, implementing changes to optimize business operations. • Reported on company productivity and developed strategic plans to boost performance. • Identified and addressed operational issues, driving continuous improvement. • Managed administrative and engineering staff through regular check-ins, mentoring, and support, while conducting interviews, onboarding new staff, facilitating offboarding, and implementing training plans to enhance productivity. • Tracked and managed internal projects to align with company goals, improve systems for non-fee-paying work, increase staff productivity and profitability for work-in-progress (WIP), and reduce the number of projects with significant issues.
Leadership • Led core teams including (Navision Support team, Great Plains support team, Contract Management team, Billing team and Customer Services team), • Managed performance of the team, coaching, and mentoring where required as well as ensuring suitable direction is given to meet the aim and goals. • Managed Compliance departmental budgets. Fraud / Bribery / Investigations • Managed all fraud, bribery, and complex investigations, working with external lawyers and law enforcement on cases and interviewing those who may be involved within the allegations. • Reviewing and researching evidence/documents and writing detailed case reports. • Identified impact, root cause and implementing solutions to prevent recurrence of fraud and bribery. • Managed all company-wide fraud communications. • Assisted with investigations relating to security incidents. SOX / Compliance • Reviewed weekly, monthly, and annual SOX controls relating to Navision, Great Plains and Contract Management. • Partnered with process owners and internal and external auditors to update, maintain, and implement new SOX controls, SOX process documentation and flowcharts. • Worked with Account Managers, Bid Managers, and Customers with responses to RFP and tenders relating to GDPR, Data Privacy, ISO, and Business Continuity plans. • Partnered with external partners and regulated bodies for ISO certifications, auditing, testing, CSIP management, strategic and operational risk logs. • Annual Singapore Producer reporting obligations. Systems • Ran weekly meetings with Navision developers to ensure all new system developments and bugs were on target to meet deadlines. • Working closely with our Navision Developers team to create new internal systems improvements. • Tested complex new Navision developments pertaining to other areas of the business prior to go live.
Appointed leader for the Services Support department. Managed performance of the team, coaching, and mentoring where required as well as ensuring suitable direction was given to meet the aim and goals. • Ensured compliance with WEEE Directive 2012/19/EU for disposal of IT equipment. • Continually improved Services Support procedures, policies, and standards, rolling these out to the business to aid productivity. • Developed a strong partnership with all areas of the business to ensure increased support and operational consistency. • Improved productivity by highlighting deficiencies and overseeing changes in tools, training, processes reporting and employee engagement. • Embedded and developed knowledge management within the team to ensure consistent level of service. • Managed the Services Support team placing 3rd party service orders, reconciled time sheets and processed invoices for payment. • Compiled reports on monthly third party, spend, analyse the use of third-party companies in relation to skill set and headcount. Communicated findings to the Director of Operations. • Supervised the Resourcing team booking internal engineers and consultants to attend client sites for chargeable services work. • Conducted performance appraisals for the team, identifying weaknesses and offering coaching and mentoring in areas that require it.
Appointed leader for the Customer Services department; ensured strong performance of the team and delivery of business objectives. • Managed and resolved Customer Services complaints, including the escalation point for both internal and external customers, whilst ensuring solution focused learning was embedded to minimize such complaints. • Creation of process guides for new starters • Ensured that KPIs and SLAs were maintained. • Analysed statistics to determine and improve the level of customer service being provided. • Continually improved customer service productivity, procedures, policies, and standards. • Monthly reporting to identify trends with manufacturers for faulty items. • Developed a strong partnership with all areas of the business to ensure increased support and operational consistency. • Managed inventory returns stock location movements within the ERP system. • Attending customer meetings.
• Dealing with returns for products ordered, sold in error, picking errors by customers / salespeople. • Dealing / Liaising with couriers for goods lost / damaged in transit • Dealing / Liaising with distributors, suppliers, manufactures for returns of products ordered in error, supplier error’s, faulty and DOA products. • Trouble shooting with manufactures on behalf of customers for faulty products. • Returns inventory management • Processing customer / supplier credit notes.