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Work Background
TMF Group Global Client Services Director
Jan. 2017 - Jan. 2025Barcelona Area, Spain• Accountable directly and indirectly for ongoing client services, growth of the portfolio of clients. • Managing a multi-regional senior client service team EMEA, US a LATAM) with an average of 6 global clients per Senior CSM in their portfolio focusing on organic growth and upselling. Last year reached an additional 9.1% net increase, and a retention rate of 94%
• Able to support and accomplish 70% of my team to be promoted internally and grow in their career. • focusing on building relationship, serving, coaching entrepreneur skills, providing a positive workspace for transparency, growth, and integrity as one of the boundaries, collaborating effectively between different teams • Initiate and implemented Projects across departments like: - Internal audits to align global approach across the border. - Handover process and documentation between Onboarding & Implementation - and Client Services team.
• Implemented Client Improvement project from localized to centralized approach, follow up improving the full Payroll process reducing the team from 27 people to 9 people
• Manage annual contract review, and track performance by ensuring the scope of the contract remains relevant in all areas both in terms of scope, volume, and pricing.
• Identify themes and trends and share with suitable internal stakeholders that identify opportunities for sustainable business improvement and new service opportunities.
• Set up (reporting) frameworks with the Client Service Team which cover monthly operational performance reports to enable good operational governance with the client like revenue plans, business plans, headcount- & budget management and escalations. • Senior point of escalation for the client and TMF local offices that require long term measures to resolve by resolving issues, control proactively the challenges, and engage on time TMF senior management.
• Providing training in countries related to Six Sigma Tools.
TMF GroupOperations Transformation Manager - Remedial Projects
May. 2016 - Jan. 2018Barcelona Area, Spain• Coordinate with stakeholders in accrediting ISAE 3402 certifications in the country offices
• Follow up on processes, training and internal audits through a setup of roadmaps of the offices across the global
• Driving change across borders to have standardization in place related to HR&P processes.
• Reporting and presenting to Regional Stakeholders on progress. • Based on the reports, business analytics, change prognoses received from the Associates tracking and controlling progress globally to meet deadlines • Training the Operations Transformation Associates.
• Responsible together with an external consultant to get the payroll services take over from vendor, processes and template set up, people hired and trained until successfully providing services in-house.
TMF GroupProject Manager, Global Onboarding
Sep. 2013 - May. 2016Barcelona Area, SpainBuilding on years implementing HR, Payroll and related solutions at TMF.
Concentrating on leading implementations. The roll includes: - Management and delivery of implementation projects - Bid support and prospect engagement - Input to the continuing development of methods and procedures in line with company growth and development
- Change & Risk management
TMF GroupGlobal Transition Manager
Jun. 2013 - Sep. 2013Barcelona Area, SpainPlanning, controlling the onboarding process of clients globally. Specialized in cross border HR & Payroll services, I aim to work in accordance to a standard scope of on boarding - and on going services managed in a best practice manner. Depending on the technology used, I aim to combine client's wish, TMF local knowlegde, and my expertise to deliver best product possible.
Rollout and support of TMF Horizon, a middleware facilitating TMF Group’s HR & Payroll service delivery. The portal includes 3 modules: - Exchange: payroll processing workflow & secure file exchange,
- View: where the employees of our clients can download their pay slips, communicate with their employer, and receive policy and personal documents from their employer
- Report: Global Payroll and KPI reporting with the assigned service delivery and Client Service Manager
ADPGlobal Implementation
Dec. 2011 - Jun. 2013BarcelonaWork closely with my clients to understand the project requirements.
Work with Sales, Partners, and Operations to drive performance Define the deliverables, resource requirements, budget and work out a plan for clients.
Work together with in country Partners to a succesful implementation
Estimate and plan whole project process from development to delivery with full customer satisfaction. If possible exceeding service by adding more business to the company by adding more countries
Manage, monitor and motivate cross functional teams assigned to every project from a global perspective.
Conduct presentations and evaluation reports.
Airproducts Europe S.L.Technology Enablement Lead
Feb. 2008 - Nov. 2011Job definition:
Establish the European role in the SSC Barcelona;
Create and defined global role to current European role;
Give presentations and create visibility of the department throughout Europe;
Project lead in the implementation of eConnection for suppliers/vendors;
Project lead in the implementation of new Automated tools for customers, like eBilling, eInvoicing and self billing;
Strategy development to maximize the usage of any Automated tool in our company like the Customer portal, Fax automation;
Establish regular dialog to determine automation needs throughout the different businesses and/or departments throughout Europe;
Create & developed Power user role for all types of eConnections;
Create group of Power users reporting to me;
Arrange financial budgets, resources and report to higher Management;
Facilitate CI events based on the Sig Sixma structure;
Support in development of process & training curriculums.
Air ProductsBusiness Process & Data Analyst Europe & Central Europe
Jul. 2007 - Jan. 2008Job definition: Process developer & data streamligning for Europe & Central Europe;
Escalation point for Customer Engagement and Schedulers;
Testing new releases in software programs like SAP and LB Shell;
Error and run out investigation and reporting to Higher Management;
FPOC for ERAM telemetry & Outage issues;
Developing training curriculums and train newcomers.
Agilent TechnologiesTeam Lead Back office Sales department Benelux
Dec. 2004 - Dec. 2006Job definition:
Responsible for the Dutch/Belgium Order Management team;
Training of the new employees; Tester of new releases using software program Siebel
Agilent TechnologiesCommercial Service Representative Support department
Feb. 2001 - Dec. 2004Job definition:
Administration of all Phillips High volume contracts;
FPOC for Benelux, DACH and the UK;
Training of newcomers.
Mag Global Group S.LPersonnel Management Assistant
Jun. 2000 - Sep. 2000Provide an effective and efficient administrative support to the HR function, like employment related letters, sending documents to employees and gathering/storing relevant information about the employees.
Perform tasks to establish and maintain employee payroll and benefits records
Document all outside the system work practices and operating guidelines Develop relationships with HR Manager, Supervisors and workers council
Graphic Staff ConsultancyJunior Consultant
May. 1998 - Sep. 1999Noord HollandWorking for an external bureau that is specialized in guiding outplacement projects in the Graphic sector. Helping Senior consultants in leading the overal process to relocate personnel. First point of contact between HR and personnel.
Randstad Temporal Employment Agency (NL)Recruiter
Jul. 1992 - Sep. 1998
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