Leadership:•⁠ ⁠Define the vision for each operations team and align it with the MoneyHero Group strategy.•⁠ ⁠Deploy performance management frameworks across the telesales, customer service, and operations teams to establish new productivity and profitability baselines.•⁠ ⁠Reinforce a result-oriented culture in operations through constant review of key metrics.•⁠ ⁠Conduct town halls and team announcements to share key metrics and progress updates, driving accountability in implementing our vision.•⁠ ⁠Establish a culture of accountability by sharing metrics and progress updates across each scope of work.•⁠ ⁠Raise the leadership expectations for all operations people managers and empower them with tools and methods to succeed.Process Improvements:•⁠ Create and implement efficient, end-to-end processes to deliver a stellar customer experience.•⁠ Enable scalability and profitable growth through process improvement and simplification.•⁠ Collaborate across businesses and functions to identify and address problems and inefficiencies in a timely manner.•⁠ Assist the commercial and finance teams in working with external partners (e.g., banks and insurers) to develop efficient reporting and delivery processes.Ops Technology Stack:•⁠ Simplify and harmonise the current tech stack used by the Operations team to drive cost efficiency.•⁠ Identify gaps in systems and tools, and define a roadmap to resolve them.•⁠ Evaluate and implement business process automation tools to drive operational efficiency.

As the VP of Operations at ShopBack, Francois spearheads teams across Operations and Customer Service, overseeing 130 professionals across 11 markets. He holds direct accountability for ensuring the delivery of high-quality and efficient services to ShopBack's customers, merchants, and advertisers.Francois has played a pivotal role in building and scaling operations to support ShopBack's expansion, which has consistently achieved triple-digit year-on-year revenue growth. His contributions have been instrumental in successfully entering new verticals and markets.Merchants Operations:1. Led the strategic scaling of ShopBack's operations by restructuring teams into autonomous units, sourcing top talents, and empowering leaders.2. Oversaw the implementation and deployment of Salesforce across all markets, streamlining operations and supporting the launch of new business units within ShopBack's organization.3. Implemented cost recovery initiatives with merchants, resulting in annual savings exceeding $1 million per year.Customers Operations:1. Spearheaded the configuration and deployment of an AI-powered chatbot solution, resulting in automatic and cost-effective resolution of 50,000 customer contacts per month.2. Implemented initiatives that reduced tickets-per-order by a remarkable 10x factor over four years, lowering it from over 3% to 0.3%. Automated the resolution of more than 70% of all customer contacts.3. Attracted and developed top talents, setting the standards for operational excellence and achieving a customer satisfaction score of over 91% across all service verticals and markets.

Francois has successfully led a multi-skilled team consisting of category managers, data scientists, full-stack engineers, and a UX designer. In the capacity of Assistant Vice-President, he played a critical role in driving the growth of honestbee marketplace across the region.Countries Launch:1. Successfully launched six countries within a timeframe of less than a year.2. Significantly expanded the marketplace's SKU count from 12,000 in Singapore to an impressive 500,000 across the region.Category Management:1. Built a regional team of category managers responsible for developing the marketplace offering in all countries.2. Developed a comprehensive category strategy for the entire company, leveraging best practices and data analytics.3. Nurtured relationships with major FMCG players such as Danone, Nestlé, Unilever, P&G, and others, leading multi-channel promotional campaigns for these partners.

Scope of responsibility:1. Launching new brands and stores across South East Asia region.2. Liaising with partners to onboard initial data and setup the process for the recurring update of data.3. Building the tools for honestbee internal team to manage the inventory data.4. Leading the Marketplace Catalogs Product team:- Category managers who are responsible for data accuracy and completeness.- Launch engineers who are responsible for onboarding brands, stores and products.- Engineers who are responsible for building the internal tools for honestbee and partners.5. Ensuring that Brands, Stores & Products are on-boarded fast and on time and that honestbee Product Catalog is accurate at all time.Achievements:1. Ensured seamless coordination between the product development team and business support operations.2. Crafted a comprehensive product roadmap for honestbee Marketplace Operations.3. Spearheaded the development of a robust, scalable, and loosely-coupled catalog management system from scratch.

Francois established and operated a company providing project management and operational IT consulting services. In this role, he gained hands-on experience in all aspects of managing a small business, including business development, key account management, payroll management, accounting, and financial reporting.Key Achievements:1. Formed a strategic partnership with one of Singapore's leading IT players, to collaborate on projects for Schneider Electric.2. Nurtured a valuable partnership with ESSEC Business School in Singapore, leading a research project on the profound impact of digital transformation.3. Spearheaded business development initiatives that resulted in a revenue growth of over 130% year-on-year in the first two years.

Directing and managing projects from the Initiating to Closure. Defining project scope, goals and deliverables to support business objectives. Developing project planning, negotiating resources allocation with functional managers, and communicating to project teams. Managing project execution from end to end, liaising with all stakeholders to deliver projects.Collaborating with teams from 5 to 9 web developers in China and India, and accountable for 6 figures budgets.Achievements: Delivering various web projects, resulting in new offers or process improvements:• Extranet Single Sign-On (SSO)• Web Services Layer for an Online Configuration Tool (https://config.schneiderelectric.com)• Schneider Electric PRM (Partner Relationship Management) Portal (http://partners.schneider-electric.us/en/)• Migration of APC.com applications from Xerox DC to AWS

In the context of RSP/Cloud Platform Corporate program, the Program Manager will take the full responsibility of the Innovative program Cloud-SaaS for Industry Business. This program aims to address 3 main axis:- eCommerce Automation Store portal for Application services on line- Remote Services Platform for M2M services- Cloud Platform for Software execution in the Cloud with SaaS business modelIn this context, the Program Manager will:1- Elaborate the bricks and platforms offer projects roadmap with the Industry Services team:• Support the Industry Services team to elaborate the services offer projects roadmap based on to the 3 uses cases listed above• Identify the bricks and platforms needed to be developed for this roadmap, • Identify the Industry specific bricks and those provided by the Corporate platform project • Deduce the Cloud-SaaS Industry Bricks & Platforms roadmap • Estimate and prioritize the 2 roadmaps2- Make a business plan to be presented in DPSC:• Prepare a first presentation of the program for NOC• Present in detailed the Program and the Business Plan to execute the Program in DPSC3- Participate in RSP platform project as Industry correspondent:• Influence the RSP corporate program to integrate to industry Business requirements• Integrate the corporate program deliverables into Industry Business Cloud/SaaS projects4- Support the Marketing Project leader the validation of the customer acceptability of Automation Store:• Validate content of portal, business models• Identify new functionalities to be added in the platform• Make a market survey to check the impact of Cloud/SaaS innovation on the industry market5- Manage Cloud-SaaS projects constituting the Roadmap:• Automation Store V2• M2M platform (OptiM2M)• PC Software in Cloud / SaaS (PSX Builder on Cloud)

As a part of Automation Offer Creation in India, the Marketing Project Leader is in charge of:• Building SaaS and eCommerce offers strategy definition for Industry BU.• Leading a pilot project for an Online Marketplace (similar to Appstore) for Industry Business libraries.• Representing the Industry BU to the Global Corporate Technology Committees• Building partnership with Technology Providers in Bangalore.

In the context of his mission within Industry Business Unit, the Junior Marketing Project Leader will be accountable for:• Analyzing the requirements from software products managers• Writing the specifications corresponding to software licensing & registration mechanisms• Evaluating solutions proposed by two software editors to create, manage and support licenses• Contributing to the modeling of the new business model and prepare technical implementation of the project with IT teams

Missions:- Design and implementation of a speech recognition process- Implementation and storage in database of Speaker Models