CV/Mission Customer Care and Billing freelance

Aperçu d'expériences de Michel,
freelance CUSTOMER CARE AND BILLING habitant ?

SCHRODER INVESTMENT MANAGEMENT
août 2002 - aujourd'hui
FUNDS INDUSTRY / ASSET MANAGEMENT

Senior Programme Manager in charge of all STP related projects aiming at re-engineering process flows regarding Funds Dealing and Client Registration within the TRANSFER AGENCY business. Primarily based in Luxembourg, the Program counts between 5 and 7 projects running in parallel, aiming at automating the TA workflow. The function covers the following responsibilities:
- end-to-end management of large scale projects (initiation, development, testing, implementation, post-production follow-up) – supporting structured methodology based on Prince2
- coordination of large teams of developers and business testers (15~30) - management of external suppliers
- direct reporting to the executive committee (costing, resourcing, planning, etc)
- involved in the definition of the corporate strategy for Luxembourg office
- external representation role for STP matters (user groups Swift, Euroclear, Clearstream, Major clients).
Senior Consultant

ACCENTURE (formerly Andersen Consulting)
mai 1999 - juillet 2002
FINANCIAL SERVICES INDUSTRY
International Project Management and implementation of web-based Straight-Through Processing (STP) projects in the field of Financial Services, mainly located in Luxembourg, for two major clients in 3 main areas.

CLEARING AND SETTLEMENT: Managed functional analysis teams with the objective of launching a new connectivity project to primarily serve key customers in several countries – International Rollout project.
- daily management of a team establishing business requirements in close collaboration with marketing and sales departments based on corporate strategy
- leading project initiation efforts aiming at project buy-in from the executive management, budgeting and resourcing of the project
- coordination of IT development activities vs. business requirements
- reporting to executive management.

FRONT-OFFICE: In charge of an implementation project aiming at providing the customers with a web-based connectivity system allowing to follow-up settlement transactions online – Transactions Reconciliation system.
- planning and daily management of the project with the executive management, follow up of risks and issues
- coaching of junior consultants, coordination of testing efforts
- resolved issues between the client and the external vendor
- acting as the linking pin between various departments in order to coordinate marketing and roll-out activities related to the deployment of the product (e.g. road shows, clients product presentations, SIBOS)
- resources and budget follow-up.

BACK-OFFICE: Functional Lead of an implementation of a STP securities trading system as a basis for a major web-banking application – Web banking + Order Management system.
- process analysis, business case preparation, follow-up of testing activities and issues tracking
- handling Swift related issues between international brokers and the new STP package
- definition of technical and functional STP needs required by the client (users & clients needs analysis)
- ‘negotiation’ of STP functionalities required by the project, both on the technical and functional level with different brokers from various countries
- ensure proper monitoring and roll-out of the order management system and the web-banking application to the retail customers as well as to a limited number of institutional clients
- provide hand-over and support to back-office leaders after implementation.

Business Analyst
AMS EUROPE CRM
octobre 1997 - avril 1999
LOCATIONS: Lisbon – Portugal, The Hague – The Netherlands, Düsseldorf – Germany

Content: Various missions in Customer Relationship Management (CRM) with the main objective of assisting the clients from the telecommunication sector to implement Customer Care and Billing packages developed in-house (functional analysis of processes, RFI, RFP, business gaps analysis, user presentations, package validation). Focus on financial modules (A/R, A/P, Collection).

Internal Consultant
CARPET-LAND
février 1996 - décembre 1996
Development and implementation of a new appraisal process of the workforce. The system has been adopted in each subsidiary in Belgium.