Patrick R.

Head of Contact Center

Online Banking & Trading, Keytrade Bank Belgium -

▪️Take charge of operations, assume full responsibility, and make life easier for teams, stakeholders, sponsors, and clients by getting the work done

▪️Drive performance and facilitate operational and digital transformation

▪️Cooperate closely at all levels to ensure continuity, reliability and clear strategic alignment

▪️Build bridges across teams and Business Units to align priorities and foster cross-functional

collaboration

MAIN ACHIEVEMENTS:

▪️AI implementation and roadmap definition based on added value and real needs

▪ AI training on knowledge base (FAQ, Templates, Trainings, feedback loop and

Golden set)

▪ AI sorting of incoming communication

▪ AI used to leverage real insights for Customer Experience, Incident Resolution and Transformation

▪ Integration of AI into support tools (Intranet and CRM)

▪ Create and Implement a Business Process Outsourcing Partnership (Complete RFP process) to scale the evolution of operations in a controlled framework

STRATEGIC LEADERSHIP:

▪️ Represent Customer Services in all management and organisational platforms

▪️ Collaborate closely with C-levels, department heads and main partners to identify, communicate on and work on inefficiencies and opportunities

▪️ Lead and coordinate cross-functional initiatives

P&L MANAGEMENT:

▪️ Develop the customer services department budget, ensuring optimal allocation of resources and cost-effective operations

▪️ Drive business growth through effective underwriting practices and decision-making

TEAM LEADERSHIP:

▪️ Lead and develop the customer service team, ensuring engagement, positive human relations, individual development and performance

▪️ Provide strategic direction and leadership, aligning department goals with the overall objectives of the company

OPERATIONAL MANAGEMENT AND CUSTOMER EXPERIENCE:

▪️ Manage key performance framework to monitor transversal operations performance and drive operational excellence

▪️ Implement operational excellence best practices

▪️ Compliance and Quality Assurance: Ensure operations alignment with regulations, industry standards and internal guidelines

TEAMS MANAGED:

▪️ Contract Management, Underwriting, Contract & Claim Administration, Front Office

SPECIFIC FOCUS ON:

▪️ Digital transformation, partner management, product portfolio and tariff change strategic initiatives

MAIN ACHIEVEMENTS:

▪️ Customer Base Growth and Cost Control: Enable a yearly double digit customer base growth through improvements of transversal processes, strategic portfolio acquisitions and partnerships

▪️ Commercial: Drive the simplification of major frame agreements

▪️ Data-driven Decision Making: Implement activity and data-driven reporting systems to support informed decision-making

▪️ Automation and Innovation: Prioritize and launch automation opportunities to improve efficiency by 50% and drive innovation

▪️ Maintain remote-working policy, combining continuity and employee well-being

STRATEGIC LEADERSHIP:

▪️ Represent Cable Operations in main corporate platforms (incl. Unions)

▪️ Organisational Leadership: Create, promote and implement new End to End Cable operations structure aiming to unite all teams participating in the cable value chain

▪️ Strategic Planning: Define, communicate, validate and launch the implementation of the Cable Roadmap

P&L MANAGEMENT:

▪️ Develop the budget, track expenditures, ensuring efficient resource allocation and cost-effective operations

▪️ Optimize Budget utilization, allowing the acceleration of the delivery roadmap

TEAM LEADERSHIP:

▪️ Provide strategic direction and leadership, aligning department goals with the overall objectives of the company

▪️ Lead and develop the teams

OPERATIONAL MANAGEMENT AND CUSTOMER EXPERIENCE:

▪️ Unite and align key performance frameworks to monitor transversal operations performance and drive operational excellence

▪️ Implement operational excellence best practices

TEAMS MANAGED:

▪️ Provisioning Service, Partner Management Activation, Partner Management field technicians, Technical Back Office, Coaching and Quality, Cable Deployment and Evolution, Technical Expertise

▪️ 10 managers and experts

▪️ > 400 professionals

MAIN ACHIEVEMENTS:

▪️ Energize the cable/fibre deployment for the years to come

▪️ Digital Transformation: Secure delivery of a new 360° CRM Tool (planning, installing, activating and monitoring all technical services) with implementation time reduced by 50%

▪️ Secure Vendor Management relationships by renegotiating the contracts

▪️ Implement 80% remote-working (COVID epidemic)

▪️ Achieve a 50% reduction in customer activation time, optimizing satisfaction and service delivery

▪️ Reduce the number of incidents by 80%, demonstrating continuous process improvement

▪️ Total Cable Cost reduced by 20%, showcasing the added value of the cable value chain