Flex Manager
21219 interim professionals
21219 professionals

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Head of Strategy and Delivery & Interim Head of Customer Ser

Head of Strategy and Delivery & Interim Head of Customer Ser

Work Experience

Head of Strategy and Delivery & Interim Head of Customer Service Management (CSM)
Accountable for leading the delivery of the new Operations Services (OS) single shared service function, of c. 150 � 200 FTEs, which is part of the new Operations Shared Services (OSS) function in Services. The OS function will deliver a simplified, shared and sustainable business model that meets the needs of customers, and supports the Bank in becoming more transparent and simple to do business with. The new OS function will leverage our off shore hubs in Poland and India for low cost locations and economies of scale.

Interim Head of Change Management and Lean, Corporate Services
Accountable for leading and enabling delivery of the strategic, Lean / 6 Sigma, mandatory, tactical and BAU change agenda across Corporate Services (CS includes the Group�s Property Services, Supply Chain Services and Security & Resilience functions), and where appropriate, Business Services and the wider Bank. Total Portfolio value of in excess of �300m, typically 15 � 30 Programmes with individual budget/benefit implications in excess of �10m. Lead and drive engagement of the Change teams providing strategic direction and driving best practice throughout the function Lead and develop the Corporate Services Change and Lean Team � c. 10 direct reports on an upper managerial level, total team c. 50 FTE

Head of Lean CS, a.i. / Manager, COO Projects. a.i.
Setting up a new CS Lean Practice, which involves recruiting CS Lean Leaders and Lean Change Agents. Leading a team of c. 15-20 FTEs. Responsible for leading and delivering change and lean projects and providing support to CS Executive Committee and the Chief Operating Officer in the development of the Corporate Services vision and its strategy of being provider of choice to its divisional customers.

Education

Master of Science in Business Administration (Erasmus)
Specialization: Innovation Management

RBS Fit 4 Future Leadership program
Senior Manager Hayes Assessment
Management training Krauthammer International (Certificate)

Skills

In depth knowledge of Project and Programme Management and good knowledge of Lean / 6 Sigma methodologies and processes.
Engaging leadership style, strong communicator
Collaborating across divisional boundaries

Languages

Fluent English
Fluent Dutch

Other

Solid knowledge of the financial services industry with a proven record of managing change, Lean / 6 Sigma initiatives and complex projects and programs
Strong communicator that motivates others and provides clear, unambiguous direction. Through this and my people management skills I�m determined to build high performing teams
Builds long term relationships with senior and executive stakeholders across the Group


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