Yannick Berneau Email & Phone Number

Geneva, Switzerland

I work in close partnership with senior executives to craft and execute human resource strategies that seamlessly align with our business goals. My role involves spearheading a diverse array of HR initiatives, encompassing everything from talent acquisition and performance management to fostering strong employee relations and driving organizational development. By doing so, I effectively cater to the unique demands of a prestigious luxury brand.My expertise extends to providing strategic guidance and consultations for both managers and employees, ensuring a harmonious work environment. I am deeply committed to upholding compliance with local labor laws and regulations, while also cultivating a culture that thrives on best HR practices and procedures. I have a comprehensive understanding of the full employee life cycle, allowing me to collaborate with executive leadership to design and implement robust HR strategies that span from recruitment through to retirement.• Strategically managed and streamlined HR operations across three divisions (340 people) encompassing a diverse spectrum of roles – from skilled watchmakers to accomplished engineers. • Led the seamless delivery of HR services, including recruitment, onboarding, performance management, and employee relations, ensuring the optimal functioning of the workforce while fostering a harmonious and high-performing organizational culture.• Played a pivotal role in supporting senior management in implementing and driving the current change agenda, actively collaborating with key stakeholders to facilitate smooth organizational transitions, foster employee engagement, and achieve strategic goals.

Geneva, Switzerland

I ensured a seamless delivery of our business objectives, offering strategic guidance to senior leaders that played a pivotal role in achieving organizational success. Within this framework, I took the lead in driving talent management efforts, orchestrating workforce and succession planning initiatives, and designing impactful talent development programs that facilitated a culture of ongoing growth.My role also encompassed the development and execution of HR policies, procedures, and programs that upheld high standards of compliance with both local and international regulations. This commitment extended to fostering inclusivity and ethical practices, thereby creating an environment where every team member felt valued and empowered.Throughout my tenure, I held responsibility for an extensive array of HR initiatives, strategically spanning each stage of the employee life cycle. From talent acquisition and comprehensive onboarding processes to performance management, professional development, and employee engagement initiatives, I ensured that our workforce thrived.• Led a successful organizational change initiative as Head of Customer Experience at British Airways, London Heathrow Terminal 5, during a secondment opportunity within an exchange program, aligning the customer experience with new strategic priorities. • Orchestrated comprehensive employee engagement initiatives, including an annual satisfaction survey, driving actions plans resulting in improved employee satisfaction and commitment. • Organized a highly successful annual engagement meeting for IATA 160 senior leaders, fostering collaboration and aligning strategic priorities. • Spearheaded the development and execution of the "Yes, we care!" global customer service change program across six IATA locations, driving exceptional service behavior, improving customer satisfaction.

Geneva, Switzerland

Within our Finance and Distribution division and across our 5 hubs (Madrid; Bejing; Singapore; Miami; Amman), I held the responsibility of overseeing and effectively managing customer service operations on a global scale, guaranteeing the unwavering delivery of exceptional service standards. My efforts were dedicated to the development and successful implementation of customer service strategies that were strategically designed to elevate levels of satisfaction and foster customer loyalty.A key component of my role involved collaborating seamlessly with cross-functional teams, harnessing their collective expertise: by creating a positive environment, our approach ensured that our service offerings were both relevant to the evolving needs of our diverse customer base.• Successfully led the development and implementation of a Global Customer Service strategy, aligning it with organizational goals and promoting a customer-centric approach. • Orchestrated the creation of standardized global Standard Operating Procedures (SOPs) for customer service, collaborating with regional process managers to enhance efficiency and consistency. • Led customer service teams and operations in Europe (Madrid hub) and Middle Eastern/African (Amman hub), optimizing resources and fostering a culture of high performance. • Implemented a comprehensive performance reporting system, including global Customer Satisfaction Surveys, to gather valuable insights and continuously enhance the customer experience.

London, United Kingdom

I maintained a steadfast commitment to upholding unwavering levels of exceptional service standards, taking on the role of overseeing operational activities and executing well-defined strategies to ensure a consistently high level of customer satisfaction. My collaborative efforts extended across cross-functional teams, working cohesively to establish and uphold standardized processes, procedures, and best practices. This collective endeavor yielded significant improvements in operational efficiency and enhanced reliability, all contributing to an elevated standard of service delivery that resonated positively with British Airways customers.• Built "communication bridges" between headoffice and front line colleagues to ensure a meaningful cooperation enabling us to deliver enhanced customer service targets as one team.• Effectively managed the overall customer experience specification for each segment, ensuring the achievement of service targets and maintaining high levels of customer satisfaction.• Collaborated with stakeholders to establish performance targets and metrics, driving accountability and continuous improvement across all areas of service delivery to address shortfalls.• Effectively liaised with stakeholders, establishing performance targets, and metrics that bolstered accountability and fostered an environment of continual enhancement across all facets of service delivery.

Open Skies, London, United Kingdom And Paris, France

I held the responsibility of supervising and directing customer service operations for OpenSkies, a pioneering premium airline launched under the British Airways umbrella (Start Up). My role encompassed ensuring the consistent delivery of exceptional service standards and upholding a paramount level of customer satisfaction. By fostering collaboration among cross-functional teams, we worked collectively to conceive and put into action innovative customer service strategies, policies, and procedures. This joint effort yielded substantial gains in operational efficiency, elevated customer engagement, and fostered lasting customer loyalty.• Played a pivotal role in the successful launch of OpenSkies, contributing to its establishment as a premium service provider under the British Airways brand, and thereby solidifying its presence within the competitive aviation market.• Led successful negotiations with third-party suppliers for the setup of two new stations, ensuring smooth operations and excellent service delivery.• Developed and implemented OpenSkies' customer service manual and service recovery policy, resulting in high customer satisfaction of 77% and a punctuality rate of 98%.

London Heathrow, United Kingdom

Managed customer service operations, ensuring the delivery of exceptional service standards and maintaining high levels of customer satisfaction. Led a team of customer service representatives, providing coaching, training, and guidance to optimize customer interactions and resolve issues effectively, resulting in enhanced customer loyalty and positive brand perception.• Streamlined operations by managing a large team of 180 customer service staff and 12 duty managers per shift, ensuring punctuality, performance targets, and cost control.• Successfully handled and negotiated with Trade Unions' bodies to address operational and people-related issues, maintaining positive labor relations and a productive work environment.

London, United Kingdom

• 2001–2003: Account Manager, Field Sales, Western USA Post September 2001, securing and developing National P.S.A. (Preferred Selling Agents) accounts including American Express and Rosenbluth Travel Agencies for the Western USA region, resulting in a profit of US$10.5m per year from these accounts Managing a portfolio of corporate accounts in Oregon worth $2.5m a year Monitoring accounts’ performance, formulating plans to address shortfalls • 2000–2001: Customer Service Duty Manager, London Heathrow-Terminal 4 Part of a team managing up to 160 customer service staff per shift, ensuring efficient staff allocation, provision of excellent customer service and on-time operations Leadership of a team of 19 customer service agents, ensuring frequent performance management, attendance, identifying training requirements and providing training, and initiating disciplinary action • 1999–2000: International People Delivery Executive, London Compiling an information pack on oneworld alliance practices for overseas assignments Supporting an international team in introducing a corporate performance management tool Conducting a SWOT analysis for the implementation of third party handling for French airports • 1998–1999: Project work Executive Assistant coordinator, London: On-the-job achievements included provision of timely responses to dissatisfied VIP’s, offering high exposure to premium customer travel issues.

Tat European Airlines/Air Liberté, Paris, France

Implemented the new organization following the T.A.T and Air Liberte merger Managed a team of 10 people, including Sales and Customer Service employees, who directly contributed towards an annual turnover of £5,7m

Master'S Degree, International Business

Bachelor Of Business Administration - Bba, Business Administration And Management, General

H.N.D, Business Administration And Management, General