Massimo Zanetti

Experience

• 

  Lexmark

  Apr 1996 - Jan 2006

  Account Manager in OEM business (IBM Corp.) System Expert and Project Leader (Italy) Order Management activity and support to Sales Department.

  • OEM Account Manager (Geneva)

    Jan 2004 - Jan 2006

  • Key User (ITALY)

    Jun 2000 - Jun 2004

  • Order Entry coordinator (ITALY)

    Apr 1996 - Jun 2000
• 

  Lexmark

  Jun 2006 - Mar 2010

  ● Lead the relocation of Supply Chain, Distribution, Transport, Customer Management and Project Management functions from remote EMEA sites to Budapest● Champion and secure buy-in for the widespread changes from initially resistantStakeholders● Deliver notable performance improvements by 30%● Recruit and supervise 16 talented people● Execute SAP implementation within 3 months ● Order management, warehouse/transportation logistics ● Sarbanes-Oxley compliance● Operation management functions as leader for Benelux, Italy and Poland

  • Manager, Customer Operations Support (Hungary)

    Jul 2008 - Mar 2010

  • Customer Management Center Team Leader (Geneva)

    Jun 2006 - Jul 2008
• 

  Haemonetics

  Mar 2010 - Sept 2011

  Manager, Customer Support Europe & Distribution (Signy - CH)

  ● Oversee daily Customer Service operations● Direct a 20-member group divided into Distribution/Export and Direct Market ● Drive compliance with Quality Management Systems● Optimisation of procedures through best practices and continuous process improvements● Recruit, train and develop staff ● Design and manage achievement of key performance indicators (KPIs)and Service Level Agreements (SLAs)

• 

  FedEx

  Sept 2011 - now

  Project Leader for Finance Transformation across Europe to an end-state that is standardized and industry best-in-class opportunity. Valid for both Fedex and TNT environmentsResponsible to approach, review and deliver automated transactional activities together with moving rule-based activities to BPOs stabilizing and improving performances • Drive team projects, reporting, and metric development, partnering with functional leads to provide project coordination and analysis• Manage all aspects of issue resolution related to the project delivery and manage any escalation to the steering committee as necessary• Works as part of a cross-functional team to identify synergies and efficiencies between and within both operating divisions as well as work streams• Insures that key metrics are defined, developed, and tracked; and that improvements result in a positive impact for our customers• Provide a structured methodology and lead the change management activities• Develop a feedback mechanism at strategic touch points to facilitate open discussions of organizational improvement opportunities• Understand the importance and basic tenants of change management• Support communication efforts working with our internal communications resources Show less Customer Financial Services (Order-to-Cash):● Direct a 25-member group driving Account Receivable Management : Credit Collection department, together with Cash Application, Invoice Adjustment and Billing operations● Recruit, train and coach staff in alignment with operational needs ● Develop and administer Service Level Agreements (SLAs) ● Craft and manage achievement of key performance indicators (KPIs)● Deliver higher quality communication among internal departments by introducingweekly and monthly meetings and alignments Project Management :● Leader in implementing E-Invoicing over EMEA● Outsourcing “non core” activities to external Partners ● EDEC (Swiss Customs Digital Platform) implementation as per Customs Authorities requirement ● Specific Global Customers management (EMEA level) Show less Customer Financial Service:● Direct a 50-member group split over 2 locations (Geneva & Milano) driving Swiss & Italian Account Receivables processes and performance ● Support revenue generation translating customer requirements into commercial solutions ● Develop and maintains a good knowledge of the macro business environment (economic, technology, competitor etc) within multiple countries within EMEA● Participate in complex, cross-functional EMEA projects with global impacts● Actively participate to Global Outsourcing plan and ERP implementation (ORACLE) for both entities Show less

  • Project Leader

    Jan 2020 - now

  • Manager, Customer Financial Service Switzerland

    Dec 2013 - Jan 2020

  • Manager, Customer Financial Service Switzerland & Italy

    Sept 2011 - Nov 2013