Paul Heffernan Email and Phone Number

• Managing & coordinating a busy & complex Customer Success & Onboarding Team of 8 people in Ireland & 5 in India, for Irish & international business• Working closely with other deparmements & teams throughout the company• Monitoring and reporting on KPI’s to the General Manager• Developing team members, supporting them to meet personal, departmental & company goals• Carrying out analysis of current procedures to roll out improvements in efficiency both internally &… Show more • Managing & coordinating a busy & complex Customer Success & Onboarding Team of 8 people in Ireland & 5 in India, for Irish & international business• Working closely with other deparmements & teams throughout the company• Monitoring and reporting on KPI’s to the General Manager• Developing team members, supporting them to meet personal, departmental & company goals• Carrying out analysis of current procedures to roll out improvements in efficiency both internally & externally• Maximising efficiency, targets and goals for the team• Working with the Operations Manager and Managing Director to develop strategic and scalable operating models, therefore ensuring we have a sustainable and profitable solutions in place• Monitoring client activity and engagement• Working with the IT team on new system developments and enhancements • Creating & developing of processes & systems in line with new business requirements• Ensuring a high level of customer service is delivered to our client by making their onboarding process as smooth and trouble free as possible• Experienced with SAP & VMS Systems – SAP Fieldglass & Beeline• Meeting both client & internal SLA’s by ensuring we are completing candidates onboarding within the agreed timeframes of the end clients• Weekly reporting of department workloads in line with internal capacity management procedures• Carrying out quarterly performance reviews & having regular 1to1’s with the team members• Updating NSAI ISO Manuals for the department• Creating process maps & work instructions for all department processes• Use of Lean 6 Sigma techniques to implement and improve processes• Management of International Social Insurance & Tax Registration Processes• Departmental Recruitment • Utilising & reviewing systems to create efficiencies, automation & quality checks Show less

• Managing & coordinating a busy & complex Customer Success & Onboarding Team of 8 people in Ireland & 5 in India, for Irish & international business• Working closely with other deparmements & teams throughout the company• Monitoring and reporting on KPI’s to the General Manager• Developing team members, supporting them to meet personal, departmental & company goals• Carrying out analysis of current procedures to roll out improvements in efficiency both internally &… Show more • Managing & coordinating a busy & complex Customer Success & Onboarding Team of 8 people in Ireland & 5 in India, for Irish & international business• Working closely with other deparmements & teams throughout the company• Monitoring and reporting on KPI’s to the General Manager• Developing team members, supporting them to meet personal, departmental & company goals• Carrying out analysis of current procedures to roll out improvements in efficiency both internally & externally• Maximising efficiency, targets and goals for the team• Working with the Operations Manager and Managing Director to develop strategic and scalable operating models, therefore ensuring we have a sustainable and profitable solutions in place• Monitoring client activity and engagement• Working with the IT team on new system developments and enhancements • Creating & developing of processes & systems in line with new business requirements• Ensuring a high level of customer service is delivered to our client by making their onboarding process as smooth and trouble free as possible• Experienced with SAP & VMS Systems – SAP Fieldglass & Beeline• Meeting both client & internal SLA’s by ensuring we are completing candidates onboarding within the agreed timeframes of the end clients• Weekly reporting of department workloads in line with internal capacity management procedures• Carrying out quarterly performance reviews & having regular 1to1’s with the team members• Updating NSAI ISO Manuals for the department• Creating process maps & work instructions for all department processes• Use of Lean 6 Sigma techniques to implement and improve processes• Management of International Social Insurance & Tax Registration Processes• Departmental Recruitment • Utilising & reviewing systems to create efficiencies, automation & quality checks Show less