Malcolm Francis - MBA, Prince2, Green Belt, RPA

Experience

• 

  Genpact

  Aug 2005 - Aug 2021

  • Led a team of ~ 100 FTE’s as Operations Leader including offshore and onshore teams• Led offshore and onshore teams• Managed BPO deliverables including SLA’s, KPI’s• Evaluated product and process disadvantages and suggested solutions including changes to processes, products or quality standards.• Led a project for a Pharma client for global regions for procure to Pay and provided the benefit of 25 FTE’s• Led transition and transformation project for Global region and delivered the benefit for ~ 50FTE’s• Delivered a benefit of ~65 FTE’s through Robotic Process Automation (RPA)• Led Tool implementation and Process Improvement Project providing a benefit of ~1 Million• Supported Consulting Project to resolve Issues, Process standardisation, created Process Taxonomy, mobilisation sessions, created Process Maps, proposed solution and created Target Operating Model• Evaluated product and process disadvantages and suggested solutions including changes to processes, products or quality standards.• Drafted action plans and led meetings with department executives to review project status and proposed changes.• Delivered high level of service to clients to both maintain and extend working relationship for future business opportunities.• Determined project schedules and maintained timeline with proactive adjustments to workflow.• Increased process improvement initiatives and troubleshoot problems for corrective action to boost functionality and work flow.• Maximised customer satisfaction through effective operational management aligned with quality standards and customer requirements. Show less • Led a team of ~ 100 FTE’s as Operations Leader including offshore and onshore teams• Led offshore and onshore teams• Managed BPO deliverables including SLA’s, KPI’s• Evaluated product and process disadvantages and suggested solutions including changes to processes, products or quality standards.• Led a project for a Pharma client for global regions for procure to Pay and provided the benefit of 25 FTE’s• Led transition and transformation project for Global region and delivered the benefit for ~ 50FTE’s• Delivered a benefit of ~65 FTE’s through Robotic Process Automation (RPA)• Led Tool implementation and Process Improvement Project providing a benefit of ~1 Million• Supported Consulting Project to resolve Issues, Process standardisation, created Process Taxonomy, mobilisation sessions, created Process Maps, proposed solution and created Target Operating Model• Evaluated product and process disadvantages and suggested solutions including changes to processes, products or quality standards.• Drafted action plans and led meetings with department executives to review project status and proposed changes.• Delivered high level of service to clients to both maintain and extend working relationship for future business opportunities.• Determined project schedules and maintained timeline with proactive adjustments to workflow.• Increased process improvement initiatives and troubleshoot problems for corrective action to boost functionality and work flow.• Maximised customer satisfaction through effective operational management aligned with quality standards and customer requirements. Show less • Enhanced customer satisfaction ratings by resolving issues efficiently.• Led project for Self Service utilization and elimination of call centre customer service phone lines for global regions/locations and introduced AP portal and ticketing Model instead• Scheduled and managed all meetings and with all internal and external stakeholders• Regular update on project progress and managed all stages without any delays• Transitioned and Transformed SAP and OCR for Multiple regions.• Implemented new approval flow to approve all payments instead of manual intervention• Managed ~60 FTE's for multiple teams and multiple regions• Managed SLA's and stakeholders weekly and monthly meetings Show less

  • Service Delivery Leader

    Aug 2017 - Aug 2021

  • Senior Manager

    Aug 2016 - Aug 2017

  • Manager

    Mar 2013 - Aug 2016

  • Assistant Manager

    Mar 2010 - Mar 2013

  • Management Trainee

    Mar 2009 - Mar 2010

  • Process Developer

    Aug 2007 - Mar 2010

  • Process Associate

    Aug 2005 - Aug 2007
• 

  Gallagher

  Aug 2021 - now

  EMEA Operations Management