Analyst & Business Analyst & Program Manager

The candidate is an experienced Program Manager and Business Analyst with more than 10 years of commercial experience. He is currently involved in the implementation and execution of financial savings strategies for the company. He is responsible for overseeing the process which includes analyzing customer satisfaction results, communicating with stakeholders and taking action to resolve any issues. Experienced in leading and coaching a team of 10 to improve performance and collect and analyze data to identify opportunities for improvement. He is also involved in developing tools to effectively collect and consolidate data and is a member of the Supplier Management team managing customer discounts with other suppliers in procurement. In terms of technology tools, he uses Microsoft Office, Six Sigma, Prince2, and PowerBI. He is accustomed to working in an agile manner. His English and German are at a communicative level, but he would need to "brush up" on his German.

Program Management Office / Business Analyst

• May 2015 – Present
• Develop, facilitate, and execute continuous improvement actions to enhance customer satisfaction and identify cost reduction opportunities through process optimization.
• Manage the Quality Connect process, including reviewing CSAT results, communicating with GCPE stakeholders, aligning with NAM/APAC regions and the marketing department, tracking individual results, addressing results below critical thresholds to the Advisory Board.
• Act as Single Point of Contact (SPOC) for GCPE, leading, managing, and supporting best practice activities to deliver quality solutions and improve customer relationships.
• Lead, coach, instruct, and develop improvement teams in defining, documenting, measuring, analyzing, improving, and controlling areas for improvement.
• Gather, analyze, and present GCP Europe performance data from various sources to identify improvement opportunities.
• Contribute to tool development, including creating new templates (Excel-based) for effective data gathering and consolidation, providing a dashboard view.
• Member of the Vendor Management team (part of Presales/Sourcing) managing customer discounts with other vendors in procurement.

Business Analyst

• May 2015 – May 2016
• Supported the Consulting line of Business by optimizing costs, managing cost evolution, budgeting, and headcount management.
• Created a new role in negotiations with stakeholders, establishing a framework for the role's responsibilities.

Business Analyst - Lifecycle Management

• October 2012 – April 2015
• Managed customer relations in a reporting-focused role.
• Produced reports on Capacity, Network Utilization/Availability, Asset Estate, and Invoicing.
• Integrated reports into a unified customer view and interpreted progress during client meetings.
• Tracked multiple functions' performance against contractual SLA requirements.
• Developed reports, conducted data analyses, and identified weak points in internal processes for improvements.
• Tracked Accounts Receivable, reviewed invoices with customers, followed up on aged invoices, initiated escalations, and sought fast resolutions.

Negotiating Contact

• May 2010 – September 2012
• Managed customers during end-to-end solution implementations.
• Supported project managers through information flow and internal/external order initiation and follow-up.
• Updated and maintained internal business systems for project control.
• Managed ordering process, project reporting, and configuration management.

Key Account Manager

• April 2009 – December 2009
• Managed a portfolio of 3 major customers, representing around 20% of the company's production.
• Ensured the delivery of goods in requested quality and managed production.
• Created manufacturing methods and introduced new production methods.
• Conducted customer-oriented communication, negotiations, and managed customer relationships.