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Work Background
EricssonRegional Senior Travel and Expenses Operations Manager - APAC
Nov. 2018Hong Kong, APACManage Ericsson Travel and Expense Programme across APAC region covering 45,000 employees across 25 countries.
GenpactAVP Procurement - Operations Travel Management
Dec. 2017 - Nov. 2018Hong KongProvide support on Procurement , Processes, Change Management, Project Management, supplier management/ vendor negotiations, Contract Implementations.
Manage Customer relationship between a major Banking company in Hong Kong, covering all outsourcing platforms across Asia Pacific (5 platforms in 5 countries covering 10 languages) and 1000+ employees
manage quality or service through SlA management and incentive programs.
Staff recruitment and management
SMS Management & TechnologySenior Consultant - Indirect Procurement and Travel Change Management
Dec. 2016 - Nov. 2017Hong KongProvide support to Companies on Change Management, Project Management, supplier management/ vendor negotiations, Contract Implementations.
Manage Customer relationship and outsourced Customer service Operations platforms.
create and manage SLA according to clients SOW...
Travel Management, Travel Policy, Corporate Card/ P-Card, e-RFPs, Strategic sourcing, Procurement strategy management specialist
Managed a Team responsible for executing the Change Management initiatives for a new Pricing Engine for a major insurance company: change readiness assessments, change impact assessments, change resistance risks, change management strategy to produce robust detailed plan. Also took the lead in coordinating all change management initiatives such as designing and documenting new processes, creating all project communications as well as designing training approach and delivering Train the Trainer support and a robust Change Management handover Pack to ensure on-going success.
Managed a Team responsible for implementing contract signed between a large insurance company and it key Software provider: SOW content and signature, SOW execution through robust roll-out plan including risk register, operation management, delivery Team management.
Successfully implemented 4 SOW signature and execution worth $5 Mil USD during a 6 months period.
Cathay Pacific AirwaysGlobal Senior Manager - Travel & Card, P2P Transformation- Operational Sourcing
May. 2015 - Nov. 2016Hong KongManaging Ops sourcing for Card, Travel, Transportation, Warehouse logistics and Fleet Programmes
Take a leading role to develop, drive, manage the strategic Travel and Pcard sourcing in line with the agreed approach.
Create a new Operational procurement and finance platform to manage operational sourcing and P2P platform for internal customers...
Global Procurement function transformation - integration with Finance for invoicing processes
SRM Strategy development and application - supplier base reduction and consolidation
Re-vamping and re-launching of the Global procurement Policies
Establish strong and effective relationships to promote adoption across the organisation (including integration with P2P/ Ariba & SAP).
Integration of BCP and Security Requirements in Policy
Project Manage providers & implementation of engagement, communications and training/coaching programmes for the user communities and stakeholders.
Conduct readiness assessments, evaluate results and present strategies for all managed Categories; identify change impact, potential risks and points of resistance to change, and develop specific plans to mitigate/ address concerns.
Define & monitor metrics for identifying success/performance, cost Savings/ Compliance performance, using metrics that are realistic and consistent with the provisions in the Procurement Scheme and with the Company Policies.
Support Procurement & Finance team to develop Compliance Policies (e-invoicing, CPC & CC), develop strategies for suppliers, plan for each region’s deployment. Define & implement New Procurement Processes and opportunities linked to P2P/ Ariba, SAP and Expense.
In depth knowledge of the policies, procedures & processes required to ensure robust governance of Procurement Scheme in a multi-site, multi-disciplinary environment;
Knowledge of the tools/ techniques to design & manage change effectively and to design Procurement changes in conjunction with Finance as well as implement Compliance tools.
Florence Robert Consulting LtdConsultant - Travel Management, Project, Supplier, Indirect Procurement, Customer Service Management
Dec. 2013 - Apr. 2015Hong KongProvide support to Companies on Procurement policies, Travel Policy, technical choice/ management, Corporate Card/ P-Card, e-RFPs, Strategic sourcing, Transportation and Fleet management, supplier management/ vendor negotiations, Contract Implementations.
Implementation of a web booking tool and related Customer service platform/ logistics platform for Limo service/ Transportation company (TBR Global)
BCP Development rollout and Security travel Requirements integration in Policy
Contract Audit and Business Analysis on Expense Categories.
Contract negotiations (RFP/ RFX/ RFQ, e-Auctions, e-RFPs...)
Contract Implementation
Carbon footprint analysis
Provide Data and Business analysis and recommendation to Corporate Services/ Finance based on Company Travel patterns.
Operational and Technical Project Management
Risk Management and Project transformation
Optimisation tool implementation
Macquarie GroupSenior Travel Manager - Vendor Management Lead- Indirect, Card, Travel & Events - Contract
May. 2013 - Nov. 2013Hong KongManage service Centers & manage vendor SLA across Corporate services and Corporate Card. Manage Travel, Events and Tele-presence facilities, storage/ warehouse, concierge service, Fleet and Transportation.
Work with the Global Expense manager & regional Business Services on deploying global initiatives related to Procurement and policy, reporting, supplier sourcing & travel operations throughout the region.
Negotiate and Manage suppliers events (corporate services, e-auction , e-RFPs...)
Organize & coordinate large MD events.
Carbon footprint analysis recommendation
BCP and Security travel Requirements in Policy
In charge of Operations, manage WFM. Manage TMC relationship: Performance of ops across Asia/ Identify gaps in ops and drive corrective initiatives through to completion. Develop regional reporting & governance programs.
Evaluate & assess improvement & efficiency initiatives including events and on-line booking tools, mobile travel apps and other T&E related technologies to continuously improve traveller services and expenditure ROI.
Ensure a high level of service to management, employees & team as it relates to general queries, the implementation of key projects & policy management. Prepare monthly compliance & general reporting for senior management. Develop cost saving initiatives from analysis: recommendation, implementation, training, post implementation through to completion sign-off.
Serve as primary point of contact for internal stakeholders, external travel & card providers, including the organization & execution of key booker & supplier events, supplier meetings & reviews.
Assist with data integration & data feeds to 3rd party providers for profile management, reporting & access to external web applications. Develop, manage & conduct training and regional communications around policy, the operational program and tools - maintenance of intranet travel site.
Ensure policy on confidentiality is protected and risk minimized.
American ExpressRegional JAPA Travel Manager - Expenses, Events, Fleet
Jan. 2011 - Apr. 2013Hong KongManage AE Travel & Card program (Travel, card, Events,Tele-presence facilities, Fleet, concierge service, Travel Mobile technology, telephony & Mobility and storage facilities, Transportation).
Manage event program from negotiation to completion of projects.
Manage Private fleet demand for Senior management (car, jets)
Analyse and provide recommendation on Carbon footprint impact
Responsible of client satisfaction, retention of both transient & meetings program for all AXP companies. In charge of Travel related sourcing tools (SAP, EOS, ERP, CONCUR...)
Synthesise needs, identify innovative solutions, get buy-in from the Senior Leadership, implement & maintain these solutions. The position also requires a strong understanding of market, and ability to influence the organization to meet goals.
Drive growth, develop value-add & client focused solutions and increase retention.
Build and Execute strategic Business plans, focused on identifying transformational opportunities that enhance & optimize the client experience, creating value, exceeding customer expectations, strengthening relationships, driving savings, increasing retention, and optimizing service performance through process and data analysis (KPIs/SLAs).
Assess goals & strategies in order to optimize performance. Identify innovative solutions to enhance productivity & improve client experience at fulfillment.
Lead the enhancement of program through consultation, technology road mapping, optimizing online solutions. Lead business planning, quarterly and annual reviews, pricing strategies, ongoing P&L management.
Work on Optimisation projects to improve costs and Quality of service. Consultant on Policy, researching white paper needs, technology road mapping, optimizing online solutions, and development (GDS, CONCUR Expense tool...).
Negotiate & maintain relationship with suppliers (air, Hotels, Car, Ground, Telephone…) to develop best-in-class Program. Manage day to day execution and BCP actions.
Farrington American Express Travel Services LtdSenior Regional Travel Operations and Customer service Manager (T&E)
Apr. 2010 - Mar. 2011Hong KongResponsible to establish and maintain a regional business plan between American Express and one of Amex top Global account.
Manage Travel Call centres for one of Key Finance Client in Asia Pacific.
Team management (recruitment, PMP, Training, mentoring, development, promotion and demotion/ termination)
Workforce management, TC training/ education, multiple GDS management (Galileo, Sabre, Abacus, Amadeus, worldspan...), maintain high quality SLA (review and analyze ACD, AHT, call monitoring, 90/20 calls answered)
Integration of BCP and Security travel Requirements in Policy
Responsible to monitor Operations in strict adherence to Contract and Service level Agreements.
Provide Carbon footprint data and recommendation analysis to Regional Travel manager
Manage flight charters and private jets requests for Senior Executives/ Senior bankers.
Act as a single regional point of contact with responsibility for the overall relationship (Liaise with the local markets relationship management teams ) Assist the global relationship manager handling the account and contribute and/or recommend strategies to enhance Customer travel program in the JAPA region. Perform regional account reviews. Review monthly data and benchmark with similar clients. Ensure necessary resources are appropriately provided against the execution of Customer’s strategies.
Work on Operations on any potential issues and provide pro-active action plans to overcome and pre-empt the so-called issues.
Pro-actively propose new and innovative solutions or travel products to suit customer needs.
Work jointly with Client Travel Manager to negotiate, along with Supplier relations the new and/or existing suppliers contracts including to ensure the client receives the best possible rates and the highest service standards.
American Express Business TravelGlobal and EMEA Senior Project Implementation Operation Manager - Travel & Expenses
Aug. 2005 - Mar. 2010Europe and Worldwide Operating - France BasedAccountable for the Implementation of new Customers in a timely and efficient manner.
reate and manage Online and Offline T&E platforms in multiple countries during the first 90 days of operations.
Implement and enforce Workforce management, Training/ education, multiple GDS management, maintain high quality SLA (review and analyze ACD, AHT, call monitoring, 90/20 calls answered)
Possess a strong Operational knowledge in a challenging environment especially in Europe and Asia.
Maintain Budget and P&L.
Manage multiple discipline representation teams (Tech, Service Delivery, Product Development, SEO, analytics & strategy). In charge of all project management aspects (planning, Forecast, budget, Communication, marketing, change management, workforce/resource planning, risk management etc…). Integration of BCP and Security travel Requirements in Policy
Able to motivate teams, recruit the right talents & built on internal talent via training and internal promotion. Manage an Implementation team, evaluating, rewarding, developing, mentoring, recruiting, training and terminating resources based on needs.
Manage internal and external partners, resolve issues on T&E projects worth several $100 millions. I have demonstrated my ability to meet deadlines and prioritize projects. Strong understanding of products and of the T&E Industry, allowing me to provide input on New Products strategy and provide tactical input.
Work closely with Multinational Client’s Regional and Global Travel Managers.
Maintain understanding of market capabilities with Service Delivery teams, Sales & Relationship teams and clients.
Understand local capabilities and restrictions, engage Senior Leadership support to drive changes. Ensure that the necessary resources from all parts are stacked against the execution of the sale.
Provide regular communication, build/ maintain relationship with Senior Management from AE & from Clients.
American ExpressBusiness Continuity Plan Project manager
Jan. 2005 - Aug. 2005Europe• Implement and Roll-out of the New Business Continuity Plan Program for all offices across Europe.
• Work closely with HSC to develop procedures and Policies in accordance to Employees security and Business Continuity
• Work closely with local business units and the Business Continuity Manager in the implementation of the Asia wide resiliency programme and assist in reviewing the local business unit’s programmes and conduct relevant staff training.
• Governance of Operational Process, tools and Policies in main servicing configuration and in support centers.
• Create and manage tracking tools (scorecard)
• Work with HR on Staff training
American ExpressGlobal Quality Coordinator - Customer Service Delivery - Card and Expenses
Jan. 2000 - Dec. 2004Global Operating - Mainly France basedWork on measuring and analyzing customer satisfaction
Responsible to provide the Monthly and Quarterly Scorecard to Senior Leadership based on Client SLA and TCs performance.
Monitor and analyse ACD data and Workforce management, TC training/ education.
Coordinate the European Quality Network - Build & maintain relationship across Business Groups & with other regions for Global Strategy.
Implementation of tracking tools (scorecard)
GraphnetCustomer Service Manager
Jun. 1998 - Sep. 2000Managed the Customer Service Call Center (Production/ Operations and maintenance Desk).
Implemented SLA for the call center, control on ACD system.
Specialized in sending fax mailing and emailing to very highly sensitive Customers (Banking Industry, Luxury Industry) on official financial information to Brokers, banks and specialized press)
Ermitage International School of FranceBoarding School supervisor
Sep. 1996 - Jun. 1998Maisons LafitteInternational English school
Boarding School supervisor for 14-18 years old (in English with kids from 12 different nationalities)
Learning - Study coach for 8-12 & 12-16 years old (in english)
Thai Education DepartmentFrench & English - Teacher
Sep. 1994 - Sep. 1996ThailandWorking as Teacher in Thai public school as part of an Exchange program between Thai and French Universities
Sept 94-June 95: Ammartpanichnukul School Krabi
Sept 95-June 96: Teeratada Phitsanulok School
Summer program: June - August 96: Ammartpanichnukul School Krabi
June- August 1997: Satriwithaya School; Bangkok
June August 1998: Ammartpanichnukul School Krabi
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