Oliver Voss - Interim Manager and Management Consultant

Recommended expert

Hamburg, Germany

Experience

Jan 2025 - Present

1 year 1 month

Interim Manager and Management Consultant

Self-Employed

Developed a market entry strategy for the claims segment of an insurance service provider.
Analyzed and optimized existing claims processes.
Defined management metrics and KPIs to improve performance and efficiency.
Advised management on market positioning and process digitization.
Led a 13-person IT team during a vacancy.
Ensured stable IT operations and managed external IT service providers.
Led regulatory projects, especially implementing the DORA regulation.
Prepared and supported an IT security audit.
Change management and conflict moderation in a challenging transformation environment (FI migration).

Jan 2021 - Dec 2024

4 years

Director Operations

Auto Fleet Control GmbH

Responsible for daily operations in claims management with €85 million in revenue, €30 million in procurement volume per year, 140,000 customers, 60,000 claims per year, 60 FTEs and 6 direct reports.
Ensured smooth service delivery from claim intake and immediate assistance to repair coordination and creditor and debtor claims management.
Managed procurement and vendor relations for 5 workshop networks totaling 400 workshops and other service providers (call centers, roadside assistance, car rental companies, towing services, appraisers, lawyers).
Customer Journey and Lean Management: Established, embedded, and continuously improved an NPS system driven by KPIs to align all areas consistently with the customer.
Digitization and Automation with AI: Implemented an AI-supported repair process that reduced turnaround times and costs by over 30%, and developed an AI-based customer service chatbot that cut call volumes by 25% while maintaining NPS.
Supplier Management: Focused and consolidated supplier volume, doubled the number of workshops to 150, identified best practices, defined new process standards, and continuously analyzed data to improve turnaround times, TCO, NPS, and profitability.
Purpose: Developed and implemented a value-based leadership approach, including leadership development and cultural change.

Jan 2019 - Dec 2021

3 years

Managing Director

EuroPro Gesellschaft für Data Processing mbH

Responsible for the digital transformation and revenue growth of the unit with €10 million in annual revenue, 30 employees, and 400 B2B customers.
Product Development and Revenue Growth: Introduced new profitable products, increasing the revenue rate by 15% and profitability by 20%.
Process Automation: Implemented a fully automated system for resident registration office inquiries, significantly shortening processing times and improving efficiency.

Jan 2017 - Dec 2021

5 years

Executive Director Data&Insights

CRIF Bürgel

Responsible for daily operations of the credit reporting agency with 240 employees at 5 locations in Germany, and one location each in Slovenia and Turkey, with €15 million in OPEX and €14 million in group-wide data procurement.
Restructuring, Target Operating Model, and Nearshoring: Established international service hubs with 110 FTEs in Slovenia and Turkey, closed 4 German sites, developed a social plan, standardized and managed organizational change, and set up a Data & Analytics center with 15 FTEs in Italy.
Platform Development: Replaced a 30-year-old ERP system in 15 months, including development, go-live, and stabilization of the new inventory management system, in an international, cross-functional team (Germany, Italy, Poland, Slovenia, Slovakia).
Data Strategy and Data Cost Management: Implemented a data lake system to improve data quality and value creation, and consolidated data source procurement to reduce purchasing costs and improve data usage.

Jan 2016 - Dec 2017

2 years

Senior Manager Strategy and Business Transformation

Barclays Bank

Implemented agile organizational principles in IT and business to improve quality and collaboration.
Structured coordination and execution of all Brexit measures as PMO.
Led a program for significant cost reduction.

Jan 2014 - Dec 2016

3 years

Head of Fraud Operations

Barclays Bank

Responsible for fraud prevention, anti-money laundering, and counter-terrorism financing with annual fraud risks of €4 million.
Led 4 team leaders and 85 staff.
Enhanced quality and performance management.
Designed a new organizational and process structure and outsourced 15 employees.

Jan 2011 - Dec 2014

4 years

Head of Loan Operations

Barclays Bank

Responsible for phone sales of installment loans and add-on products, credit checks, application processing, and supporting existing customers and sales partners.
Led 6 managers and 100 FTEs, managing a loan portfolio of €120 million and cross-selling revenue of €10 million.
Implemented innovative sales processes to increase annual installment loan volume by over 30% to €120 million and boost profitability through cross-selling of regulated insurance products.

Jan 2010 - Dec 2011

2 years

Head of Continuous Improvement

Barclays Bank

Responsible for process management with a team of 8 employees.
Led reorganization by integrating sales and service departments based on end-to-end processes and 'First Point of Contact Resolution' to improve performance and customer experience.

Jan 2009 - Dec 2011

3 years

Senior Change Manager

Barclays Bank

Program management and leadership of 4 business analysts and project managers.
Led the implementation of SAP HR and the installment loan platform.
Delivered profitability improvements in the credit card area and implemented a strategic risk management system.

Jan 2007 - Dec 2008

2 years

Senior Management Consultant

Capgemini Deutschland GmbH

Implemented a strategic risk management platform for commercial banking at a regional bank.
Planned a growth strategy and product launch for a UK banking and insurance group.
Defined and implemented a compliance and risk management system, covering process and technical architecture, at a major German insurance group.

Jan 2002 - Dec 2008

7 years

Senior Project Manager

Atradius Credit Insurance

Designed, developed, and implemented a cross-border CRM system as part of a post-merger project to standardize customer support processes.
Coordinated testing for data migration of the policy records and functional expansion of the legacy system in France, Belgium, and Luxembourg.
Led the subproject to implement a unified project governance framework based on Prince2.

Jan 2001 - Dec 2002

2 years

Product Manager

Gerling Insurance

Developed insurance products for digital marketplaces.

Summary

Result-oriented and execution-driven CEO and COO with over 15 years of experience.
Responsible for business units with revenues of €80-120 million, OPEX between €10-30 million; spans of control of 60 to 240 employees; responsible for procurement volumes between €15-30 million.
Extensive expertise in developing and implementing efficiency and cost reduction programs, optimizing the value chain and improving customer experience, as well as in strategic and operational leadership of business transformations, post-merger integrations, and data-driven process automation.
Experience in owner-managed mid-sized businesses and international corporations.