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Work Background
Molson Coors GBSSr Manager - Program & Project Lead
Nov. 2023Bucharest, Romania
Molson Coors GBSSr Project Manager
Nov. 2019 - Nov. 2023Bucharest, RomaniaKey Responsibilities:
- Coordinate and support GBS Process Experts and Operations teams in managing projects, automations, tool implementations and process transitions from various Business Units
- Act as GBS ServiceNow Product Owner, supporting the implementation and adoption of the tool in all finance and HR processes, across multiple geographies: US, CA, UK&I and CEE. - Act as RPA Business Lead, building awareness around RPA in the organization, developing the pipeline strategy and setting priorities for automation development
- Lead and coordinate project resources to follow the GBS Transition Methodology (includes solution development, process adaptations, knowledge transfer, training, IT readiness, testing, cut-over and stabilization) - Manage and maintain project related documentation: planning and timelines, costs & budget allocation, report-outs, issue and risk log, change management plan, communication plan
- Update and maintain the GBS Transition Methodology to stay relevant to the current economic context and the adapting business model
Molson Coors GBSService Excellence Project Manager
Mar. 2018 - Nov. 2019Bucharest, RomaniaResponsibilities and Achievements:
- Developed and deployed the Continuous Improvement Framework for MolsonCoors GBS. - Lead the development and implementation of a proprietary Continuous Improvement Platform, constructing the engagement strategy with the use of gamification elements. - Coordinated the implementation of process improvement and automation initiatives through VBA and Microsoft SharePoint across all GBS Towers: PTP, OTC, RTR, MD, HTR. Drove 900+ h/month worth efficiency in 2018.
- Lead the transition of Finance processes (PTP, OTC, RTR, MD) for the Romania & Bulgaria cluster to MolsonCoors GBS.
- Managing project deliverables, managing stakeholders and customer relationship, preventing disruption, ensuring continuity and follow-through to completion.
GENPACTIT & CS Project Manager
Mar. 2015 - Jan. 2018Bucharest, RomaniaRoles & Responsibilities:
- Transition SME: Supported operations throughout the transitioning of IT Service Desk and Customer Service processes for multiple European sites, ensuring transition requirements are met at each transition stage. Supported the communication of the transition deliverable and provided input at each tollgate, validated that the retained organization is capable of running the operation post transition.
- Change Manager: offered assistance in client organizational changes, implementing tools to support change assimilation, recommend retention plan and design of the retained organization in order to maintain engagement in the process
- Solution Architect for incoming RFX for IT and Customer Service deals
- Taking part in solution identification exercises for Customer Service projects
GENPACTOTC Team Manager
Dec. 2013 - Mar. 2015Bucharest, RomaniaLeading a team of 15 AR specialists in charge of Invoicing, Cash Allocation and Cash Collection activities, as part of the OTC Tower. Responsibilities and Achievements:
- Tracking and monitoring team performance, evaluating, coaching and mentoring team members
- Conducting regular meetings, 1-on-1 sessions and open space discussions to enlarge business acumen and customer centricity - Coordinating the monthly reporting activities and performance review for the implied team
In charge of Operational Review Decks, Customer Divisional Reports and Organizational Charts
- Drove a 4% improvement on Past Due percentage for the handled division
- Drove the Workload estimation and FTE resizing exercises for the OTC tower. - Handled the re-deployment of resources on pull-back
GENPACTOrder Management Trainer
Nov. 2012 - Nov. 2013Bucharest, RomaniaFulfilling the role of Acting Process Trainer and SME on Order Management, I helped test and implement new SAP and Web Order Center enhancements, as well as tracker files to maintain better control on order deliveries; I handled KPI reports, trained new joiners and maintained Operating procedures up-to-date. Main Responsibilities:
Creating and revising procedural documentation
Offering pre-hire orientation as part of the recruitment process
Delivering process training for new associates
Monthly testing and assessing the team, delivering retraining and refreshment sessions
Handling internal reports, driving positive impact to the overall performance of the team
GENPACTSenior Order Management Account Specialist
May. 2011 - Oct. 2012Bucharest, RomaniaHandled portfolios formed of Turkish, Israeli and Middle East customers, also offering support for German, French, Easter Europe and Cross-pole portfolios when the process needs were higher than expected Main Responsibilities:
Entering and maintaining customer orders
Organizing deliveries and Issuing the necessary documentation for exporting materials out of EU
Registering and investigating customer complaints
Answering various inquiries, logistics or stock related via phone and email
Stefanini TechTeamIT Security Admin
Mar. 2011 - May. 2011Bucharest, RomaniaMain Responsibilities:
Creating new user IDs for all operating systems for new employees (Windows, Unix, SAP)
Solving Level 2 SAP tickets, assigning new roles, solving access conflict related issues for existing employees
Created training documentation for the EAME user creation process and delivered "crash-course" training to the team.
CGS RomaniaSenior Customer Service Representative
Oct. 2008 - Mar. 2011Bucharest, RomaniaMain Responsibilities:
Delivering voice training to new representatives, on both outbound and inbound calls
Coaching new representatives, offering live support and active feedback to help improve call quality
Processing customer orders, contacting customers for additional details needed
Contacting customers in order to collect the required deposit needed to open new accounts
Taking inbound calls from customers, activating devices, adjusting price plans and extra options
CGS RomaniaCustomer Service Representative
Sep. 2007 - Dec. 2007Bucharest, RomaniaCollection Customer Service Representative, having as main responsibility collecting payment for overdue invoices for one of the largest US Internet providers. Extra compensation was offered for contract renewals.
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