Christoph Jung

Consultant / Freelancer

Berlin, Deutschland

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 Jahr

Director 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 Monaten

Head 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 Monaten

Head 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 Monaten

Director 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 Monaten

Intern 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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