Barry Hughes Email & Phone Number

Victoria, British Columbia, Canada

Victoria, British Columbia, Canada

Victoria, British Columbia, Canada

Victoria, British Columbia, Canada

Victoria, British Columbia, Canada

Ortigas Philippines

Vacouver - Canada

> Reported directly to the CIO > Manage and oversee the first phases of the SAP HANA Cloud, CAR & Fiori implementation project.> Responsible for:o External & internal PM’s; o Project Budget;o Project Plan;ACHIEVEMENTS• Successful first phase implementation on time and on budget.

Canada

> Internally headhunted to provide and oversee account management activities in transportation, retail, financial, energy and government.> Responsible for:o Account support team (Onshore/Offshore);o Management of Dev, Prod, and PI servers, hosted out of HPE’s Data Center;o Applications management;o Batch scheduling and maintenance;o P&L;o Client relationships; o Account growth; o Business development, o Contract management; o Financial & business plans;o Customer experience/service.ACHIEVEMENTS:• Turned around a large commercial retail account which was in jeopardy, resulting in an improved client rating and a new 5-year contract extension; • Negotiated & won in June 2016 the first Joint HPE/SAP deal in Canada to provide full cloud infrastructure and HANA implementation, deal worth $10 M over 5 years to Aritzia a leading ladies fashion retailer;• Won a new logo account as part of a $50 M salesforce implementation;• Won contracts valued at $20M in one fiscal year from 2 existing accounts with a 3-year contract and one extension for 5 years;• Increased operating profit on a transportation account from 18% to 38% by using various methodologies main one being LEAN;• Achieved growth targets on accounts by average 5% year on year.

Victoria Bc

> Recruited internally to manage and oversee operations for Accounts Payable/Receivable, Collections, and back office functions for the local Provincial Government under a 12-year business processing outsourcing contract. > Responsible for: o Operations delivery, excellence & transformation;o 6 direct reports and 400 unionized FTE’s;o Talent management;o Financials – operating budget, P&L, growth targets;o Growth - business development including tender requests (RFI, RFQ & RFQ);o Customers experience/service.ACHIEVEMENTS• Influenced the final implementation phase of the new Provincial Government SAP collections system;• Achieved all Service Level Agreements;• Increased collection targets by 20%;• Championed corporate positioning, product development and client engagement, delivering outstanding results higher client satisfaction ratings;• Managed relationships with Provincial Government Ministers resulting in improved contracts and processes to deploy future growth opportunities.

Victoria Bc

> Externally recruited to manage Remittance Payment operations for the Province Government under a 12-year business processing outsourcing contract.> Responsible for:o Operations delivery, excellence & transformation;o 4 direct reports and 60 unionized FTE’so Talent management;o Contracted SLA’s;o Operating budget;o Customer experience/service.ACHIEVEMENTS• Launched the Creditron payment processing platform;• Launched the Kofax document imaging platform;• Trained resources on lean Six Sigma methodologies resulting in operating costs savings of $1.6M with 14 months; • Achieved a 5% reduction in loss ratios through tighter and more effective management controls;• Managed bank deposit turnaround times down from 4 to 1 day resulting in quicker access to the funds for the ministry of finance;• Improved processing errors by 99%;• Department awarded the prestigious HPE Team of the Year Award 2008;• Successful 100% compliance on first financial audit in 2008;• Nurtured successful trusted relationships with Ministries at all levels.

Calgary, Canada Area

> Promoted to manage the 2 processing centers in Calgary Alberta, Canada.> Responsible for:o Operations delivery, excellence, and transformation;o 4 Direct reports and 180 FTE’s;o Customer experience/service;o Contracted SLA’s;o Contract management;o Operating budget;o Talent management;o Sales/Growth.ACHIEVEMENTS• Implemented LEAN methodology into both centers resulting in the following department improvements:o CSATS – increased by 30%;o Staff survey results increased by 20%o Overtime reduction of 45%;o Increased profit by 20%.• Achieved 100% audit compliance on both centers in 2008;• Achieved contracted SLA’s;• Managed the centers turnaround resulting in best performing centers in Canada in 2006.

Calgary, Canada

> Recruited from Great Britain, to manage the cheque processing and statement production with one main objective to turn the failing center around.> Responsible for:o Operations delivery, excellence, and transformation;o 2 Direct reports and 180 FTE’s;o Customer experience/service;o Contracted SLA’s;o Contract management;o Operating budget;o Talent management;o Sales/Growth.ACHIEVEMENTS• Improved Operations processes resulting in:o Decreased cost reduction of 2%;o Increased productivity from 75% to 95%o Decreased Errors by 10%.• Customer satisfaction scores increased from 45% to 80% in less than 6 months;• Influenced the introduction of LEAN methodology into departments;• 100% Compliant on the annual financial audit;• Promoted to Director Operations – Calgary in less than 1 year.

Northampton, United Kingdom

> Headhunted to manage 24-hour research and adjustment team specializing in cheque processing and reconciliation and contact center services for 6 major UK Bank.> Responsible for:o Operations delivery and excellenceo 4 direct reports and 150 FTE’s;o Operating budget of 20M GBP;o Customer experience/service for 6 UK banks;o Contract management;o Contracted SLA’s;o APACS regulations;o Talent management.ACHIEVEMENTS• Launched a special selected team of resources to recover losses through incorrect processing. This resulted in 30M GBP funds recovered; • Decreased customer call abandoned rate in the contact center from 40% to 5% for all 6 banks;• Decreased Operating budget by 10% year on year;• Volunteered to manage team of resources, where processing issues and ideas to improve quality were shared, results from this initiative were:o 80% decrease in processing errors; o 20M GBP decrease in loss reduction;o Operating budget decreased by 5%.

London, United Kingdom

> Internal promotion to manage the Cheque & Cash portfolio in banking and financial services.> Responsible for:o Provide functional guidance and support for the sales team;o Business development;o Product growth;o Liaison manager between the banks and its external processing vendors;o Customer experience/ service;o Contracted SLA’s.ACHIEVEMENTS:• Launched a new cash and cheque product resulting in 20M GBP in new revenue;• Relocated the customer helpdesk from London UK to Leicester resulting in: o 20% cost savings;o Decreased call wait time from average 5 to 1 minuteo Improvement in call quality.

London, United Kingdom

> Manager of cash processing operations in the largest Cash Center in Europe.> Responsible for:o Operations delivery and excellenceo 2 direct reports and 65 FTE’so 10M GBP operating budgeto Business development;o Customer experience/service.ACHIEVEMENTS:• Improved client satisfaction score from 70 to 95%;• Decreased staff numbers by 25% by streamlining work processes;• Department was recognized for providing elite level of customer services.

Business, Management, Marketing, And Related Support Services

Business Management Diploma

City Guilds, Computer Programming

Gce'S, Maths, English, History, Geography

Lean / Six Sigma