Project Manager Customer Service

JOHN RAE

Tel: 077**-***-*** Postcode: NN***SA Email: adw036@r.postjobfree.com

LinkedIn: https://www.linkedin.com/in/john-rae-9866367/

PROFESSIONAL SUMMARY:

Results-oriented project and programme manager, I have been driven by the opportunity to work within fast-paced environments on large and challenging projects. A motivated team leader, I am a confident, self-motivated, empathetic, reliable, and resilient professional and have gained a reputation for delivering excellence in service at all times.

I am a strategic thinker and adept at working simultaneously on a range of tasks with the highest accuracy to deliver the right services to the right places at the right time. I possess a natural talent and passion for strategizing and executing innovative solutions to complex challenges and problems. Skilled in understanding and managing business critical risks with an innate capacity to scrutinise core issues, devise creative and realistic solutions, while stimulating ‘buy-in’ and support from key stakeholders.

Hands-on team player and collaborator, with flexible and forward-thinking leadership, openly sharing information and providing quality input to decision making and team efforts. Possessing strong interpersonal skills, I have a passion for ensuring information communicated to others is accessible, relevant, informative and easily understood.

Culture fit is extremely important and I am proactive, hardworking, creative, outgoing and a very supportive individual. My industry experience and highly transferable skill set, enables me to adapt quickly to new situations while delivering a high level of customer service at all times.

TECHNICAL EXPERTISE:

25 years’ extensive experience with SAP & Oracle ERP/MRP, incl. SAP Hana/S4 Cloud and 5 years with Microsoft D365; Software Development (SAP ABAP); Warehouse Management Software, Manufacturing, including BOM’s, Business Analysis (inc Wireframe technologies), Workforce Management Systems – Forecasting, Labour Demand and Scheduling modules; Due diligence; Budgeting & Forecasting (Projects); SAP, Microsoft D365 and Oracle Financial Module; Payroll & HCM (HR) implementation – Workday, Oracle Fusion and SAP SuccessFactors; Time and Attendance systems, Global Programme management, ICaptivate methodology & SAP Activate methodology.

PROFESSIONAL CREDENTIALS:

Threshold Certificate in Data Processing and Computer Studies (predecessor to BTEC/ONC)

Prince 2 Foundation Course and Exam pass (self-funded)

Microsoft Certified Engineer (in Windows NT/95/98)

Cisco-certified for intelligent routers and software

Citrix & ITIL trained.

Agile E0 and E1 certification

Completed over 50 courses for SAP R3, Business One, SuccessFactors, Financials, Oracle 11i/R12 ERP, IBM System 36/38/AS400’s.

EMPLOYMENT HISTORY:

Jan 2023 – Present

SSP Group plc WFM Programme Manager (Remote)

Role Overview:

Responsible for implementing a global WFM Programme: Providing direction for the Business and IT side, Planning, resourcing, budget ownership, ultimately responsible for the WFM delivery to 36 countries, starting with UK and ROI, Discussing RFP, SOW at senior level with vendors, 3rd Parties and internal senior stakeholders. Stakeholder Management, chairing Steering committee meetings. Ensuring approval for budgets and business input to the European CEO. Leading a team of 25 and being the Senior SPOC for 3rd parties and vendors.

Note: Unfortunately, on 15th Feb the CEO stopped the program and restarted the RFP process due to major gaps in the original document, as the budgets and functional details were too incorrect to continue without major reworks.

Sept 2021 – Jan 2023

TATA Consultancy Services (TCS) Programme Manager / Senior Project Manager

Client Placement 2 – Started October 2022

Programme & Engagement Manager for TCS UK Public Sector group

Providing Technical details, planning details/next steps and provide costings for resources for Sales bids, ownership of next steps once a Sale was agreed, own and oversee the delivery, overseeing Projects (or Knowledge Transfer) started/progressing according to a jointly agreed plan, Resource responsibility – from internal teams, contractors, vendors, implementation partners.

Stakeholder Management, weekly reports on all workload, future Burn-rates (spend to date), brief overview of issues and challenges, Steering committee meetings.

Leading a team of Senior Consultants and Project Managers for escalations or issue-guidance.

Client Placement 1

Acting Programme Manager – Duration 1 year ending Sept 2022

Managed a large Programme of approx. 28 projects in 4 countries, Romania, Poland, Spain and Portugal for store and order related systems for Kingfisher Group (B&Q, Screwfix, Brico Depot, Castorama).

5 project managers reporting to me and was the SPOC for all Programme-related discussions. Also had 25 staff allocated to my programme.

Managed forecasting for resources and budgets (and reduced spend by 30%), Steering committees, Senior Reporting, escalations, future projects planning (reduced investigation time by 75%), budget approvals, recruitment, timesheet approvals and appraisals (reduced staff turnover by 85%).

Key Projects:

Implemented a brand-new Distribution Centre in Poland in a record time of less than 3 months. An EPOS system for self-checkout – interfacing to the SAP systems. Previously this took 1 year.

Implemented intelligent web-based ordering system, that checks stock as you order suggested alternatives, with a discount, based on SAP. This reduced cancelled sales by 50%.

Implemented a store and distribution picking systems, SAP CRM with call centre facility and WFM modules. This helped reduce complaints by 60%.

Implemented a time & attendance system with intelligent forecasting (for staffing) reducing the ‘lost’ hours by 50%, SAP PMR for promotions, A 3d modelling system for kitchen designs with an online appointment booking system, a small portfolio of projects using Microsoft D365 ERP for Iberia region. Implemented the various integrations for above, using IIB middleware.

I also acted as a Programme Manager at TCS and have a group of Projects Managers using me as their point of contact for help/advice. As a consequence, Kingfisher took on 100 more TCS staff, as I offered offshore staff that could work on tasks within 5 working days.

Dec 2020 – Aug 2021

WorkForce Software Senior Project Manager (Remote)

Role Overview:

Delivered a range of projects & programmes using SAP, Oracle and Workday HCM, Payroll, Time & Attendance, WFM Forecasting & Scheduling software solutions to clients within the Services, Manufacturing, Retail, Public Sector and Education arena, globally. I delivered 5 projects whilst at Workforce. The average return of investment for my clients were measured in £hundreds of thousands.

Managed a partnership with Accenture to deliver various larger projects. Advised Pre-Sales team for large projects/programme quotes.

July – Nov 2020

Kettering General Hospital NHS Foundation Trust Project Manager (Contract)

Role Overview:

Worked for KGH Bank, providing Project Management services to the trust delivering the EPR (Electronic Patient Records) software to hospitals, clinics, records offices and surgeries in Leicestershire and Northamptonshire healthcare groups.

Key Projects: Implementing modules within the Electronic Patients Records system (EPR) programme including – PDS for Pathology, Vitals for Paeds ED/Sepsis & Falls – thus reducing fatalities by 50%, Careflow connect for electronical referrals – reducing referral times by 75%, Clinical Noting - In-Patient Discharge Summary – ensuring correct handover to patient GP’s, EPMA - Electronic Prescribing and Medicines Administration – reducing waiting time by 50%, EDMS Project (MEDIViewer). Upgraded the Hardware to host the above, 66 server upgrades, server software upgrades, external link upgrades (Internet connections) and implementing new, enhanced firewalls to tighten security. Implemented Covid registration and booking software for Covid vaccinations throughout Leicester and North Northamptonshire hospital trusts. I rolled this out to all clinics and hospitals in Leics and Northants and dramatically reduced booking time and drastically increased throughput of vaccinations.

Note: The Programme had been running for 1 year and was due to run till 2021 if government funding continued. The Programme was stopped and restarted a few times due to Covid-19.

June 2016 – Date

Nicol Project Management Solutions Ltd Managing Director

Role Overview:

Lead multiple projects concurrently for clients as Senior Project Manager or advisor for SAP, Workday, Microsoft D365 and Oracle ERP, Payroll, HCM, WFM, financials and time & attendance systems implementations on local and global programmes. I have been involved or delivered over 50 projects in this time.

Apr 2019 – Jan 2020

Capgemini Senior Engagement Manager SAP (Remote)

Role Overview:

Managed/owned the Implementation of SAP SuccessFactors, SAP B1 and S4/Hana software for various clients. I ran 8 projects end-to-end whilst at Capgemini. Also worked as the SPOC for certain clients for new requests. As a multi-skilled Manager, I also managed Oracle, Workday and D365 ERP, HCM, WFM implementations. Based on my recommendations our teams’ increased efficiencies by 75%.

June 2018 – Mar 2019

NGA Human Resources Success Factors Project Manager (Remote)

Role Overview:

Lead Implementations of SAP SFSF EC products including HCM and Payroll within EMEA and Globally. I delivered 10 projects during this role.

Jan 2017 – June 2018

NGA Human Resources Senior Project Manager (Remote)

Role Overview:

Implementation of SAP, Oracle and Workday Payroll, Time and Attendance, Portals, CRM, WFM, ERP and HCM software for multiple clients in parallel. Pre-Sales, running workshops, project resourcing and finances, Change requests. During my time at NGA I was a buddy to 6 colleagues and the documentation I produced was used for all onboarding within the Implementation teams. This reduced the time taken (for a new starter) to be efficient from 2 months to 3 weeks. I delivered approximately 20 projects during this role.

Aug 2010 – June 2016

ADP Global View Regional Project Manager (Global)

I delivered over 30 projects during my time at ADP. Implementation of Workday, SAP and Oracle ERP, Payroll, Time and Attendance, Portals, Financials and HR software for multiple clients in parallel. Pre-Sales, running workshops, CRM, project resourcing and finances, Change requests. The recommendations I made reduced testing time by 50% in some cases, reduced the SOW inputs by 50% and the KT (knowledge transfer) process and documentation by 80%.

Ran a global, 3-year implementation for Unilever into 22 countries for Payroll, HCM, Time& Attendance, Workforce Management, and financial software.

PREVIOUS EXPERIENCE:

Oracle Implementation Manager [Thales, Apr 2009 – July 2010] (Global)

Contract Project Manager [Getronics, May 2008 – Mar 2009]

Oracle Project Manager [Cummins Generator Technologies, 2008 – 2009] (Global)

Oracle Project Manager [Cummins Power Generation, 2007 – 2008] (Global)

Experience spanning back to 1982 with Technical Support and Project Management jobs with industries such as Investment Banking (6 years), Automotive, Manufacturing, Supply chain and Local Government.

KEY SKILLS & ATTRIBUTES:

Operational Management Excellence: Excellent track record of leading high-performing operational business units, working in complex environments whilst adhering to operational procedures, standards and policies. Highly capable in managing and leading both day-to-day operations and long-term, strategic objectives, including implementing multi-year plans and goals which contribute to wider organisational priorities.

Communication and Stakeholder Engagement: Dynamic, confident and competent in all forms of communications with an ability to communicate with external and internal stakeholders across all levels of an organisation with my calm, open and understanding communication style.

Well-Developed Customer Service Skills: Proven and exceptional abilities in managing multiple priorities while liaising with all parties to meet all project deliverables. I pride myself on delivering a superior level of customer experience and am always seeking innovative ways to improve on this. I have experience in dealing with diverse needs and expectations and can confidently work within an organisation’s framework to optimise the level of service delivered.

Excellent Interpersonal and Rapport Building Skills: Able to develop and maintain productive relationships with internal and external stakeholders at all levels. Extensive experience in negotiation and contract management. I have developed skills in listening, questioning and analytical techniques. I value the contributions that others make and support cohesive relationships to ensure team goals are achieved.

Problem-Solving Skills: Possessing an innate ability to perform well under pressure in environments that are demanding and fast paced. Delivering results through excellence in organisational awareness, maximising time & project management and ensuring progression, resolution and finalisation of issues within the workplace.

Proactive Approach: Demonstrated ability to initiate appropriate actions to improve existing conditions and methodologies. Researches and implements effective improvements and solutions. Uses critical thinking skills, persistence and personal integrity to attain optimum results for the company and stakeholders.

AWARDS & ACHIEVEMENTS:

Outstanding Service Award [SVP for Sales ADP EMEA, 2015]

Brandon Hall Award for Best Educational Software [Interactive Training Courses for PwC, 2000]

Best Interactive Training Application [Issued by USA Computer Magazine, PwC 2001]

VOLUNTARY & COMMUNITY INVOLVEMENT:

Fundraiser [Air Ambulance Worldwide, 2015 – Present]

Volunteer – Senior Project Manager [Charities, 2019 – Present]

Welfare Officer [National Health Authority (NHA), 2020]

Volunteer [Just Racing UK Ltd, 2008 – 2015]

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