Christoph J. - Consultant / Freelancer

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Berlin, Germany

Experience

Apr 2022 - Jul 2022

4 months

Berlin, Germany

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 - Present

4 years 2 months

Berlin, Germany

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 - Dec 2022

1 year 2 months

Berlin, Germany

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

Mar 2021 - Aug 2021

6 months

Berlin, Germany

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 - Mar 2021

1 year

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

Jun 2019 - Apr 2020

11 months

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 - Jun 2019

1 year 5 months

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

Sep 2016 - Jan 2018

1 year 5 months

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 - Sep 2014

6 months

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

Summary

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”.