Janos Papai

Experience

• 

  Friendship International

  Sept 1996 - Jun 1998

  Music Director – Friendship International Hungary

  Responsible for setting up a music & production department as a sales tool for the wider organisation.Responsible for the recruitment of staff and planning of the concert tours to help drive maximum adoption of the overall programmes of the organisation.Responsible for stakeholder management and achievement of targets as per forecasted budget.

• 

  CALVARY CHAPEL

  Jun 1998 - Jul 2008

  Project and Programme Manager, Calvary Chapel Hungary

  Responsible for organising and managing the various language and sports camps working jointly with the network of Hungarian public schools.Responsible for designing and deploying the various social care programmes of the organisation to the benefit of the orphanages, retirement homes and refugee camps of the Eastern Hungary region and managing them to time, cost & quality targets.

• 

  Gem

  Aug 2008 - Jun 2009

  Contact Centre Specialist, Gem Hungary Kft.

  Owning the Order to Cash process for all EMEA customersQuery-, Inventory managementSales-, and Quality Control

• 

  IT Services Hungary Kft.

  Jul 2009 - Jan 2011

  Team Leader

  Owning the transition and implementation of new businesses into the SSC model including the recruitment and training processes.Responsible for the development of standard reporting systems and quality control processes post transition to ensure that KPIs and contractual SLAs are met and where possible exceeded.Responsible for the operation of the 1st line Network Operation Centre (28 employees).

• 

  BT

  Jan 2011 - now

  Responsible for CBS contribution on Service and Customer Experience element of BT's overall strategy, developing and delivering initiatives to turnaround and transform the Net Promotor Scores (NPS) across the Lines of Business.Responsible for executing the CBS Transition & Transformation model end-to-end.Responsible - as Account Management function - for orchestrating across Process Excellence, Transformation and Service units to deliver outcomes as per the CBS forward-looking and strategic value-add propositions. Show less Owning the new business pipeline by driving up utilisation of CDSS service towers across both existing customer base and new bids.Production of business cases for new transitions, securing board support and executive team commitment for the business case and value proposition and conducting post-implementation reviews to measure benefits of migrations into CDSS.Overall operational accountability for performance across our CDSS Global Shared Service Centers supporting BTGS Europe market unit contracts with 500 people through service offering of Order to Cash, Billing & Inventory, Procurement and Record to Report. Show less

  • Business Director

    Apr 2018 - now

  • General Manager, Customer Experience & Go-to-Market - BT Central Business Services

    Aug 2016 - Mar 2018

  • Head of Service Delivery, BT Contract Delivery Shared Services

    Nov 2013 - Jul 2016

  • Operations Manager - BT Global Customer Services, International Service Delivery

    Jul 2012 - Oct 2013

  • Team manager - BT Global Customer Services, International Service Delivery

    Jan 2011 - Jun 2012