Monica Torac

Experience

• 

  Capgemini

  Jun 2014 - now

  •Lead the team to achieve levels of service that meet or exceed service targets/aspirations and client expectations. •Develop, manage and maintain effective working relationships with all service contacts. •Provide a well structured and happy working environment in which the team are service focused, motivated and feel encouraged to take on new challenges and improve their skills•Maintaining the contribution margin targets of the account by identification and execution of efficiency initiatives•As a respected and trusted advisor, supports the Towers in deploying standards within accounts, ensuring best value for money for our accounts and clients•Meet the defined SLA/OLA’s•Thorough understanding of all contractual obligations and ensures they are met•Management of direct and rolled up team members including workforce planning, attrition and talent management•Improve employee satisfaction across Account or Region•Ensure compliance of following within assigned set of accounts•SLA & contractual obligations, Quality metrics, CSAT, Productivity targets, Automation targets•Manage all services to clients according to committed service levels•Coordinate and support standardized processes, procedures, and tools for all delivery towers•Deployment of projects to drive sustainable cost savings while maintaining and/or improving service quality•Demonstrable support and execution of Global Efficiency initiatives•Interface with delivery team and SDMs in support of day-to-day operations•Manage the allocation of delivery resources to key organizational priorities in support of existing clients, continuous improvements, and growth opportunities•Drive Improvement initiatives with measurable benefits•Ensuring that a culture of improvement, learning and productivity is in place across their team•Work closely with the Account Delivery leadership•Training of Account operational resources in line with client and engagement requirements Show less •Guides teams and leaders with implementing the daily management system•Coach teams and leaders in developing problem solving techniques and Lean leader behavior•Challenge the status quo and act as a role model for Lean thinking.•Developing the Lean and Organizational Excellence capabilities of the organization (training, coaching, challenge on Lean principles and being a catalyst in driving the change)•Driving the business performance impact of the Lean program (A3’s, 4C’s, Breakthrough Initiatives)•Project & change management skills. (i.e. event planning, execution & follow up)•Contributes to ASML’s System of Mastering Lean•Improve Lean standards used within the EF Lean team and ASML•Set & agree deployment goals•Co-designs the deployment plan•Challenge the change curve•Define success criteria and roles & responsibilities•Challenge progress regularly with your stakeholders•Be role model in adapting Lean principles and coach on Lean behavior•Support business impact initiatives (A3’s, 4C’s, Breakthrough Initiatives)•Share and inform the team about deployment progress, bottle-necks and help requests•Support your colleagues pro-actively in the deployment or building each other’s expertise•Contribute to improvements to the ASML Lean standards•Challenge your colleagues adapting the Lean principles in our own team•Improve our daily operations and participates in strategic steps•Be a partner towards the business in driving for Lean improvements Show less •Proactively managing of 20+ Front Line, Back Office and Process Managers team.•Manage their performance, aiming to exceed SLA targets, recommending and implementing action plans as appropriate to address any shortfalls;•Proactively manage the team in the delivery of services, aiming to meet customer Service Level Agreements and expectations•Develop strong relation with both internal and external client, join client meetings and Monthly Service Reviews•Manage service issues acting as a point of escalation for operational issues•Resolve escalated or difficult issues regarding client complaints and other matters•Ensures that corrective actions are put in place to prevent recurrent problems•Ensures consistency in the delivery•Establishes and uses best practices wherever applicable, ensure all standards and procedures are documented and maintained to company standards•Develops the capabilities of the center in accordance with ITIL best practices•Resource management, admin and operational.•Proactively ensures that the services provided are continually improved and evolved to meet new delivery methods, practices and business requirements•Provides structured development plans, appraisals and continuous feedback for all direct reports, being responsible for overall staff morale, motivation, and general staff well-being as well as hiring•Assist in developing/growing business opportunities for allocated clients•Ensures that regular reports are provided detailing the performance of allocated teams•Assists in the planning and implementation of agreed changes to the delivered services Show less •Proactively managing Front Line team performance, aiming to exceed SLA targets, recommending and implementing action plans as appropriate to address any shortfalls•Providing support for the Front Line team in respect of service / delivery issues•Escalation point for technical job related queries•Daily and hourly management of Front Line resources•Tracking problem trends and establishing corrective action plans, ensuring that corrective actions are put in place to prevent recurrent problems•Day to day staff management. Staff onboarding, training and development•Supply daily / weekly / monthly reports•Assisting in the planning and implementation of agreed changes to the delivered services▪Proactively managing BackOffice team performance, aiming to exceed SLA targets, recommending, and implementing action plans as appropriate to address any shortfalls▪Providing support for the BackOffice team in respect of service /delivery issues▪Escalation point for technical job-related queries▪Daily and hourly management of Back Office resources▪Tracking problem trends and establishing corrective action plans, ensuring that corrective actions are put in place to prevent recurrent problems▪Day to day staff management. Staff onboarding, coordinating training and development▪Supply daily / weekly / monthly reports ▪Assisting in the planning and implementation of agreed changes to the delivered services.▪Process and Procedure ownership for the Backoffice functions ▪Identifying and analyzing automation and improvement opportunities for increased productivity of the Service Desk Show less •Ensuring knowledge is created, authenticated and approved in accordance with the knowledge management process. •Management of existing and new knowledge documents. •Promotion of training of the knowledge management tool and monthly reporting of the knowledge management tool. •Building and maintaining effective working relationships with Customer’s IT Dept. •Developing and maintaining an understanding of the Customers’ service requirements.•Maintaining up to date Knowledge Management work instructions and procedures. •Documents and procedures translation•Responsible for managing and overseeing the Knowledge Management process across the IT Services Suppliers•Communicating the vision of the Knowledge Management Process across the IT organization and to Brookfield•Ensuring Knowledge Management Process is adhered across all towers and Service Tower Providers and escalating to appropriate managers and service owners when process standards are not met•Being accountable for approving the design, updating of the process/ procedures/ WIs and KPIs aligned with contractual obligations and that the process is fit for purpose•Being accountable for regular process audits to identify, register and implement process improvements•Identifying other frameworks, models and standards to support the Knowledge Management Process activities•Ensuring KPIs/OLAs for knowledge usage, knowledge creation and knowledge validation are met across all parties involved•Popularizing the use of SKMS among all process stakeholders and compiling and presenting findings within Daily/Weekly/Monthly/Ad hoc reports Show less

  • Operations Manager/OPS Lead

    Jan 2018 - now

  • LEAN Change Manager

    Jan 2017 - Dec 2020

  • Senior Team Lead

    Jan 2017 - Jan 2018

  • Team Manager

    Aug 2016 - Jan 2017

  • Knowledge Manager

    Oct 2015 - Oct 2016

  • Customer Service Advisor

    Jun 2014 - Oct 2015