Menu

Huguen STEPHANE

Saint Denis

En résumé

A highly accomplished and driven Customers Operations Manager with a solid track record leading and managing teams in complex business models in international (and multicultural) environments across a range of competitive sectors. Over 16 years hands-on experience managing large Sales Order Processing, Back-office, Supply-Chain and Procurement functions with local and remote teams, in direct and offshore/outsourced models. Experienced in designing, driving, leading and implementing large organizational change (new business development initiatives, restructuring, ongoing improvement processes etc…). Skilled in negotiating and managing key strategic partner relationships (such as La Poste, Accenture, Armatis, Rhenus, TAT,…)
Experienced in working closely and successfully with cross-functional teams (EMEA Supply-Chain, Sales, Marketing, F&A, external off-shore partners...), team player driven to ensure on-going Customer and Shareholder Satisfaction and provide real value add. Confident and self-motivated with great attention to detail, always striving to develop and implement ‘simple and robust processes which are as easy , quick to deliver and cost efficient as possible’.

Core competencies and skills set:

Design and lead sales enablement. Create processes, identify opportunities, make appropriate process improvement recommendations, distribute design-win templates, deliver training, manage system changes and measure performance with KPI’s.
Administer and manage KPIs (dashboards & reports) on forecasting activities: portfolios, bookings, productivity, claims, stocks levels, revenue (P&L) etc… Drive the adoption of forecasting, tools and result dashboards defined in operational action plans to prioritize workload and ensure SLA’s are effectively met.
Business and quantitative data analysis to enable efficient –immediate, short, medium and long term decision making. Present problems / issues statuses and follow-on resolution action plan.

Mes compétences :
Management d'équipe
Lean management
Process
Project management
Access
Facturation
Supply Chain Management Logistique et Transpo
Acheteur
Flame
Excel
Master data
Salesforce.com
Insights
Crystal report
SOP
Word
Recouvrement de créances
Powerpoint
Scala
6 sigma
Siebel CRM
WINSHUTTLE
PRINCE2 "Foundation & practitioner"
SAP R/3

Entreprises

  • Pitney Bowes - CUSTOMERS OPERATIONS MANAGER

    Saint Denis 2012 - maintenant Pitney Bowes Inc. is an American manufacturer of software and hardware and a provider of services related to documents, packaging, mailing, and shipping. Based in Stamford, Connecticut, the company has approximately 16,100 employees worldwide

    Responsible for overseeing, designing and controlling business operation processes across Pitney Bowes’s range of B2B services. Guarantees and ensures efficient business operations and enhanced customers experience with as few resources as possible (costs optimization).
    Manages large teams (60+ staff -direct and indirect-), both office based and in remote/off-shore locations.
    Main accomplishments:

    • Annual budget and objectives achievements. P & L management (for projects)
    • Turned around Customer satisfaction (NSAT) performance by + 40 % points (from inherited poor results)
    • Improved NPS (Net Promoting Score) drastically by implementing new robust processes.
    • Implemented key changes to improve Customer Call Center KPIs (AHT, productivity, call volume reduction, occupancy rate, IVR, CTI, ACD, CRM SIEBEL).
    • Oversaw Web portal implementation to manage product orders and customer data mining.
    • Led major cost saving exercises: improved and increased off-shore outsourced activities; selected new suppliers/business partners (for credit/solvency rating, transaction pricing etc..)

    Strategic Business Transformation, Business Process Management
    Operational performance improvement, Back Office efficiency cost optimization, BPO/Shared Service outsourcing, Customer Service focus. Operational Governance/Compliance. Strong analytical & problem solving skills. Decision Maker & Strategic Thinker.

  • PITNEY BOWES - BACK-OFFICE, SALES ORDER PROCESSING & MD MANAGER

    Saint Denis 2008 - 2012 Manages highly demanding operations processing a range of both complex (rental, leasing and purchase) and high volume (25k+ per annum) orders from over 100k active customers, ensuring smooth order flow through the entire order processing lifecycle. Responsible for ensuring customer contract and order data compliance: reviewing and analysis orders, verifying and validating T&C’s according to contract types, discounts, length, framework agreements (when applicable) etc…, in line with company policies to enable smooth order processing.
    Manages large teams (37 + staff -including direct and indirect-), both office based and in remote/off-shore locations.
    Main accomplishments:
    • Created and reshaped entire S.O.P. processes, including redesigning, consolidating and standardizing contractual and legal documents (standard purchase orders, strategic account framework agreements, hire / maintenance contracts, amendments, SEPA mandates etc..) which led to quicker and more efficient invoicing, collection, financial and after sales service processes.
    • Designed and implemented robust tools to “Track & Trace” all the orders to provide an optimized "on-line" Sales Operations Support.
    • Improved Customer Order lifecycle by 42% (from customer signature to delivery "on time").
    • Reduced processing order disputes by 53% (+3% vs target), even during order peak periods.
    • Achieved increased productivity and performance despite major headcount cutbacks (minus 10 FTEs -from 24 to 10- and gradual reduction of temp staff from 12 to 0).
    • Conceived, designed and sponsored the implementation of Tx Shuttle: an automated data flow order processing IT tool into our ERP system (SAP), which led to reduced order cycle time processing and c €60k/year cost saving exercise. This implementation received global recognition with ‘PB Word Impact Award 2012’, a trip to New York and dinner with the CEO.
    • Six Sigma Green Belt champion level, Prince2 practitioner.

  • Georg Fischer - BACK OFFICE AND LOGISTICS MANAGER

    Villepinte 1998 - 2008 Managed and led, as part of senior management team, a team of 10 FTEs across customer operations, presales, technical support and logistics, aiming at constantly developing valuable business partnership with sales, optimizing logistics costs, managing operational projects and developing key strategic supplier relationships.

    Main accomplishments:

    • Managed full project lifecycle for headquarter office move (from St Denis to Roissy), leading to official GF Board Congratulations for smooth handling of project and revenue gained from the sale of previous premises.
    • Conceived and managed the transfer of domestic internal warehouse to an external Logistics suppliers.
    • Acted as key project associate for the implementation of 2 ERP systems (Scala in 1999 and SAP in 2007).
    • Designed new IT interfaces with key customers to manage recurring ordering/invoicing.
    • Designed new dashboards enabling daily key data analysis (turnover, margins, orders portfolio, stock levels, bad debts etc…)
    • Greatly improved inherited Collection (DSO and Bad Debt) issues.
    • Created a pre sales team responsible for Product Support, technical quotations etc…
    • Collaborated closely with Sales and Marketing director to win new Key Strategic Accounts.
    • Designed price book and discount / price lists policy for Salesmen.

Formations

Pas de formation renseignée

Réseau

Annuaire des membres :