Jordan D.

Experience

• 

  Arvato Financial Solutions

  Feb 2014 - Feb 2015

  Transactional Specialist
• 

  Arvato Financial Solutions

  Aug 2015 - Feb 2018

  Arvato, Microsoft | Building 4, Carmanhall Road, Sandyford, Dublin 18• Managing working rosters.• Running productivity reports.• Meeting key KPIs (SLA, Quality, CPE, NSAT, Volumes & Efficiency)• Cost analysis & budget team efficiently.• Setting targets & goals for teams to achieve in busy periods. • Responsible for day to day running of the teams• Implemented new procedures to the teams to improve morale, productivity, quality & punctuality• Delegating tasks/projects to teams.• Managing workload efficiently & utilizing staff to full optimization. • Maintaining close relationship with client. Eg Accenture, Microsoft, Subsidiaries, PMs and OAMs• Conducting 121s & regular performance reviews.• Helping direct reports meet the goals of their PDPs• Develop staff to further career within company.• Responsible for selecting suitable candidates for hire, and conducting interviews.• Helped transition staff to new rolesDaily tasks include:- Regional Operation centre meetings- Cross company employee training. Show less

  • Team Manager

    May 2017 - Feb 2018

  • Senior Transactional Specialist (SME) Customer Care

    Apr 2016 - Jan 2018

  • Subject Matter Expert

    Aug 2015 - Aug 2016
• 

  Accenture

  Feb 2018 - now

   Risk and Compliance - Oversee audits across account and ensure adherence to all policies and standards Cost to Serve – PDR and MLRs – Account Forecasting, Invoicing and reconciliations across account Contract Management -Responsible for updates to SOW, SCNs and overall contract updates with client BCP – Oversee EMEA Dublin BCP/Disaster recovery ensuring continuity of service at all times BE Integration – working with Business Excellence team to streamline and automate processes for seamless delivery and client value add Sales Solutioning – Work with clients to ensure all needs and questions are designed and tailored to customer need ensuring positive client sentiment and contractual goals are achieved  Account planning and client account relationship – Proactive approach towards future strategies and maintaining positive client sentiments, ensuring delivery on goal always and looking towards expansion and launching new programs  Career Management – Act as POC for account regarding Career management and development, ensure top talent is recognized and trained to develop further – create initiatives to enable this  People planning and Attrition – Review staffing levels continuously ensuring contractual obligations are met and financials associated with people are achieved and retention of staff and apply best practices Communication Management – Act as of POC for comms towards account and delivering key comms to leadership on a daily/weekly and monthly Show less  Driving performance against SLAs, resource planning and utilisation, encouraging best practice across the team, managing issues or risks and reporting to Accenture leadership and to client. Managing day-to-day service delivery across teams (11 markets). Ensuring performance against agreed SLAs. Drive root cause analysis & associated action plans for under-performing markets. Managing client interactions for cluster of teams/markets. Prepare & deliver weekly / monthly / quarterly business reviews to client counterpart. Supporting resource planning and utilization. Managing issues and risks for cluster of markets. Drive innovation & continuous improvement agenda across the team. Encouraging industry best practices across the team. Act as a single point of contact for client communication and 2nd level escalations Driving ongoing and measurable improvements to the operations within the team and company. Manage projects and programs related to improving service delivery. Ensuring that all client SLA targets are met, including aspects of: Meeting Client SLA’s, Performance Management, People Management, Transition Management, Other key roles (Recruitment, Quality Management, Policy communication etc.) Show less

  • Business Operations Manager

    Jun 2022 - now

  • Project Management Office - Associate Manager

    Jun 2020 - Jun 2022

  • Service Delivery Senior Team Lead

    Feb 2018 - May 2020