Alan Mannix Email & Phone Number

Dublin, County Dublin, Ireland

Dublin, Leinster, Ireland

Key Responsibilities:Responsible for Dublin, Austin and Singapore Team members, career management of service delivery operations team (training, engagement, mentoring, succession planning and annual performance process) Manage and reduce costs on standard offerings, assets, technologies, licenses, facilities, subcontractors (where required) Manage recruiting, staffing, pyramid mix, utilization, cost-to-serve, and capacity of staff to optimize balance between cost and delivery targets. Implement standard service level agreement (SLA) and other financial/operational metrics Resolve performance issues with delivery leadership Formalize delivery plans for the service delivery operations Develop supplier/vendor/sub-contractor strategy for service delivery operations Drive optimization of service and ensure continuous improvement Proactively improve client and customer relationships, while working with Client Account and Account Delivery Team leadership Support the achievement of targets on profitability and cost-to-serve including estimate at completion of account forecasting and planning activities Achieve year on year efficiencies and CCI FinancialsResponsible for the Singapore expansion of the team – including recruitment, training, seamless onboarding

Dublin

Management of shared services Managers, staff members and Business/Project analysts in head office and staff members working in satellite offices throughout Ireland.Responsibility for project delivery, IT operations, quality and office management.Management of service delivery to Council clients and ensuring retention of these clients.Supporting the growth of our business.Management of shared services centre providing correspondence and phone based services. Working with the executive team to define, structure and oversee the delivery of projects including, contract initialisations, technology upgrades and general business change. Overseeing the accurate and timely delivery of operational reports and supporting KPIs to the business. Delivering against the shared service qualitative and quantitative KPIs for Councils and major Financial companies.Maintenance and development of quality procedures and programmes including ISO and Q Mark programmes.Responsibility for operational oversight of contracts with a number of Council authorities and supporting the client relationship.Supporting and participating in various client-facing service reporting activities with CouncilsEnsuring that routine client interfacing engagements and meetings are undertaken by team members in a timely and professional manner, supported by accurate reporting dataResponsibility for vendor and supply management and in particular for third party technology partners.

Microsoft

Responsible: overall operational and financial responsibility for business. Key Responsibilities: • Ensure client SLAs and expectations are met or exceeded• Weekly and Monthly Review meetings• Develop and review policies to improve service delivery and improve client satisfaction• Resource management of multilingual staff to ensure budgets adhered to and client demands met• Identifies appropriate levels of staffing and oversees the multilingual hiring process to ensure the effective hiring of the appropriate people.• Organise training, coaching and development for all staff members with Microsoft Managers• Payroll – monitor and submit attendance/absenteeism/overtime data

Dublin, Ireland

• Directly manage multilingual Operations & Customer Service Supervisors/Team Leaders• Client Relationship Manager for largest global customer. Primary point of contact for them for any issues/enhancements/changes/billing/reporting.• Effectively develops short and long-range functional plans that are appropriately comprehensive, realistic and effective in meeting the corporate goals set for the department. Integrates planning efforts across work shifts and units or other departments of the company. • Report weekly to CEO/COO, Monthly Board Reviews• Ensure customer service and operational SLA’s are met or exceeded• Regular quality control of customer service calls, emails and aftercare process• Manage processes and relationships with third party suppliers, partners and resellers• Identifies appropriate levels of staffing, and oversees the hiring process to ensure the effective hiring of the appropriate people.• Provides and oversees ongoing training, coaching, and development for all staff members in operations and customer service teams• Conducts formal and informal performance evaluations of all staff members• Establishes realistic operating budgets for the department. Uses financial, qualitative and quantitative information effectively to manage the department resources profitably throughout the year. Monitors actual to budgeted expenditures on a monthly basis and makes appropriate accommodations as necessary.• Resource management of staff to ensure budgets adhered to and client demands met• Management of billing process from initiation of invoices to collection.• Submission of payroll/overtime/absenteeism/holidays • Pricing, responding to RFPs, quotations, meeting with clients to collaboratively form solutions• Meet monthly revenue and client meeting targets set by CEO and COO• Assist and train sales staff on products and services• Liaising with resellers to provide client solutions and pricing of services

Dublin,Ireland

January 2006 – December 2007EMEA Operations Manager Shared Services (Google, AOL, CompuServe)Responsible: 10 Managers, 200 FTEKey Responsibilities:• Set targets and monitor performance of multilingual Team Managers, staff members in Operations and Customer Service teams including conducting Management Dialogues with direct reports and implement training and development plans for all staff members, address individual development needs• Liaise with multilingual Operations and Customers service teams to ensure sufficient people, resources and equipment are in place in line with forecast and future business needs• Responsible for the delivery of SLA’s, KPI’s and improvement plans identifying efficiencies for operational and customer service teams• Responsible for achieving SLA's on applied cash for Google (€500 million per month)• Set up of call centre within the company to enable collections for AOL• Ensure policies, procedures, plans and budgets work effectively to enable front line employees to satisfy customers efficiently and economically• Ownership of individual P&L SSC manage costs and overheads to ensure cost effectiveness• Liaise closely with third parties and relevant groups or departments across the company to agree new service delivery initiatives that address specific customer requirements and increase customer satisfaction• Implement and maintain departmental processes to meet client demands and to improve the quality of service provided.• Payroll – monitor and submit attendance/absenteeism/overtime data

Dublin, Ireland

EMEA Manager BT Yahoo BroadbandKey Responsibilities:• Provide direction for Multilingual Technical support Operations and Customer Service Team Managers and team members in order to ensure they have a clear understanding of what is expected of them in their role •Developing supervisory skills and motivation of Technical support Operations and Customer support Team Managers and team members, ensuring each individual attains their maximum potential•Develop and manage financial budgets and ensure financial targets are met•Payroll – monitor and submit attendance/absenteeism/overtime data•Ensure that all team members are made aware of any new policies/procedures put in place by the client•Ensure client SLAs are met and Client Reporting•Develop and review policies to improve service delivery and improve client satisfaction•Identification of weaknesses within the systems, scripts and procedures used by the team, plus the recommendation and implementation of solutions

Dublin

Dublin

Dublin