Christoph Jung
Consultant / Freelancer
Erfahrungen
Apr. 2022 - Juli 2022
4 Monaten Berlin, Deutschland
Consultant / Freelancer
Jung Management GmbH
- Implementing of a KPI framework for HR
- Identification and implementation of KPI measurement system
- Completion of the elaborated KPI-Model by finalization of KPI (key performance indicator) definition and potentially accompanying metrics for pillars “People Capabilities"; "Diversity & Inclusion"; "Health & Safety“ based on client's proposal
- Review & Gap Analysis of Value Driver, CTQs & underlying processes (Critical to quality). The aim is to establish what is already in place and what needs to be developed/ elaborated
- Professionally consult HR-Business Partners on content level and steer them to rollout the KPI-Model across Level one Leadership at client and provide consultancy and professional input to HR and Operational Excellence Sponsor on the way forward
- Consistently cascade people targets (means: Targets related to people (value) drivers) across L1-areas
- Development and implementation of a useful & sensible set of people targets for client incl. company relevant targets and functional ones, based on dedicated HR requirements
- Implementation of a robust framework including strategic people KPI‘s and accompanying processes for steering & reporting, based on HR requirement(s)
Nov. 2021 - Bis heute
3 Jahren 8 Monaten Berlin, Deutschland
Consultant / Freelancer
- I love to challenge and change the status quo.
- My goal is to learn from other businesses and branches and transfer it to my challenges.
- Therefor I enjoy reading books such as “Shoe Dog”, “Lean B2B” or “Turning the Flywheel”.
- Service Management
- Quality Management
- KPI Management
Nov. 2021 - Dez. 2022
1 Jahr 2 Monaten Berlin, Deutschland
Consultant / Freelancer
Jung Management GmbH
- The project aims to design a new operating model for internal services to make them more transparent, simpler, faster, more available, more consistent and more reliable. Overall, the user experience is to be significantly improved.
- Introduction of ServiceNow
- Creation of service profiles (process description, scope (in/out), key inputs, key deliverables, pricing, SLAs) for FI, HR and HS&E.
- Set up GBS performance steering: product KPIs, process KPIs and metrics & volumes, SLAs.
- Design of governance structure and stakeholder management.
- Transfer of the KPMG process model into the RRPS process model
- Further development of the results and definition of development priorities for the service areas based on the maturity assessment of the GBS key value criteria
- Definition of the interaction model between (internal) service users and the (internal) service agents / systems (self-services), considering operational needs and a positive user experience
- Evaluation of solutions and creation of a decision template for the introduction of a user interaction system for enquiry and order processing including a telephone consultation solution, registration and appointment scheduling tools, and a knowledge database (enterprise service management solution).
- Evaluation and creation of a decision template of a customer/user feedback / survey tool; design of customer and user feedback processes
- Setting up a performance management (quality), by determining the service SLAs and KPIs.
- Definition of data sources and selection mechanisms for a KPI dashboard
- Design and build a reporting system (dashboard)
- Preparation of a baseline and benchmarking with Rolls-Royce plc
- Setting up GBS Learning modules
- Preparation of role profiles for the new GBS business functions (role description and qualification requirements)
- Preparation of a GBS roadshow with roll-out plan in the affected departments
- Creation of the GBS governance structure
März 2021 - Aug. 2021
6 Monaten Berlin, Deutschland
Entrepreneur & Founder
- Evaluating my own business idea – process management tool
- Using business model canvas (and friends)
- Participant at startupschool.org from Y Combinator
- Talking to potential co-founders and clients
- Building different MVPs to find product-market fit
- Realized that the technology is not ready for the product
Apr. 2020 - März 2021
1 JahrDirector Operations
Arvato | Bertelsmann
- Ensure perfect customer experience with front and back office
- Quality and service management
- Ensure profitability
- Managing the operations of a big eCommerce client in a financial service company, with P&L responsibility
- Main topics: invoice purchase, direct debit, other payment options
- Functions: debtor management, call center, support center, outbound sales
- Managing of vendors
- Using COPC standards to organize capacity and workforce
- Captured the Voice of Customer with the Net Promoter Score and defined product adjustments
- Introduced OKR to focus on shared goals
- Analyzed processes, performed GAP analysis and prioritization of findings and next steps (managed in JIRA and Confluence) – the outcome was a combination of redesign processes (BPR) and to maintain processes (six sigma)
- Improved process and time measurement in combination with quality management (inhouse system + PowerBI)
- Coaching leadership team to use new tools and to think in different ways
- Workshops with other business units to share operational excellence knowledge and to identify synergies
Juni 2019 - Apr. 2020
11 MonatenHead of Operations DACH
Arvato | Bertelsmann
- Manage operations of the first B2C brand of AFS
- Ensure customer centricity (VoC) and manage improvements
- Connection between operations and product management
- Project management: new customer service software (Zendesk), automate back-office tasks (legacy system),
- Ensure documentation, quality, processes and SLA
Feb. 2018 - Juni 2019
1 Jahr 5 MonatenHead of Operations
Arvato | Bertelsmann
- Debtor management, dunning, debt collection management for an energy supplier
- Lead a team of six direct reports and in total ca. 60 employees
- Project management and coaching, e.g. introducing of a scorecard, knowledge transfer operational excellence within business unit
- Continuous improvement of processes, e.g. introduction of RPA
- ensure process documentation and quality checks
- KPI and SLA management
Sept. 2016 - Jan. 2018
1 Jahr 5 MonatenDirector Operations
Arvato | Bertelsmann
- Responsible for the biggest (western) Ecommerce merchant
400 employees, 7 directs, 4 locations, 3 countries
- Operational Excellence: Lean Six Sigma Black Belt, continuous improvement of processes, coaching and training of leadership team
Apr. 2014 - Sept. 2014
6 MonatenIntern Transaction Valuation & Strategy
PwC
- Company valuation with the help of financial KPIs, comparative analysis in peer-to-peer groups and multiples
- Preparation and review of financial models
- Plausibility checks of business plans
Zusammenfassung
I love to challenge and change the status quo. My goal is to learn from other businesses and branches and transfer it to my challenges. Therefor I enjoy reading books such as “Shoe Dog”, “Lean B2B” or “Turning the Flywheel”.
Sprachen
Deutsch
Muttersprache
Englisch
Verhandlungssicher
Ausbildung
Apr. 2011 - Dez. 2016
University of Münster
Bachelor of Science · Münster, Deutschland
Apr. 2011 - Dez. 2016
University of Münster
Master of Science, Finance · Münster, Deutschland
Zertifikate & Bescheinigungen
Lean Six Sigma Black Belt
Scrum Master
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