Flex Manager

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consultancy, project management

consultancy, project management

Work Experience

2003-2004 Travel through Asia: Turkey, Iran, Pakistan, India, China, Mongolia, Russia

2000-2003 Vice President Billing & Collections, United Pan-Europe Communications (UPC) Netherlands
Responsible for billing and collections of revenue from 2,3 million subscribers. The company was merging 6 subsidiaries and was experiencing bad press coverage, bad customer service, operational losses and revenue leakage. Within 3 years UPC Netherlands became profitable again and customer and press perception had turned around. Initially 7 different customer care and billing systems were used. Basic services included cable television, telephony, internet, near video on demand and digital television. Jan’s achievements include:
• Safeguarded cash-flow by keeping the billing operation running during 7 legacy system migrations, the Euro conversion and several product introductions;
• Assured revenue through identification and resolution of revenue leaks including fraud, and increased percentage customers paying direct debit;
• Improved effectiveness by set-up and management of national billing & collections organisation (80 FTE), including use of balance scorecard and budgeting;
• Improved customer satisfaction by introduction clear and transparent invoice format, streamlined case handling, increased first line completion, backlog busting and introduction of Electronic Bill Presentment and Payment;
• Lead operation into a pro-active and customer focussed culture by structural change management, training, disciplined testing and order entry reporting.

1998 - 2000 Senior Consultant, PriceWaterhouseCoopers (PWC) Management Consultants
(1999/2000) Project Manager for the implementation of an ERP solution (Oracle Applications) at a large cable operator in the Netherlands. The project resulted in the use of the system by 2000 employees divided over 9 locations, standardisation of financial, logistic, purchasing and project administrations and the replacement of the legacy financial systems of 6 different subsidiaries. Over 25 PwC consultants and 80 client employees were involved in the project. Jan’s achievements include:
• Set-up and managed the 12 month project on time and within budget;
• Obtained senior management buy-in by active stakeholder management at CFO and VP level.
(1999) Billing analyst (Arbor /BP) for the pan-European roll-out of an American network operator based in London UK. Responsibilities included:
• Gathered European legal, VAT, language and currency requirements;
• Implemented journal interface and process with US based general ledger (Oracle Financials).
(1998/2000) Support PWC practice:
• Dutch vocal point for PWC’s Communications Enterprise Solutions Architecture
• Recruited internal trainers for roll out new project management methodology
• Supported bid for banking solution in Spain

1995 - 1998 Information Technology Consultant, CMG Telecommunications and Utilities
(1998) Define and drive small and medium billing projects (client proprietary system) at Dutch GSM network provider. Responsibilities included:
• Performed information analysis and feasibility study;
• Defined changes, advice on application architecture;
• Managed implementations of changes (2 to 5 people).
(1996-1998) Implement customer care and billing systems (BSCS) at one Indonesian and two US based starting GSM operators and audit the package use at an existing Australian GSM service provider, including:
• Team leading (2 to 3 people), interim project management (8 people);
• Audited existing business processes, package set-up and interfaces;
• Configured reference data (over 200 tables) based on business requirements;
• Rolled out automated interface with the telephone network (Siemens);
• Transfered knowledge to system supplier staff, develop installation questionnaire.
(1995) Establish a Customer Care and Billing knowledge centre. Activities included:
• Project and bid management (up to 7 people);
• Market scan on products and industry standards.

1993 - 1995 Information Technology Consultant, Logica
(1994/1995) Design billing and accounting system to provide external network operators access to the Dutch public telephone network. Responsibilities included:
• Defined functional requirements, business objects and system interfaces;
• Analysed impact on surrounding systems, created additional system designs.
(1993) Acceptance testing and production support for a Dutch telephone operator, replacing the pulse based billing with billing using call detail records. Responsibilities included:
• Analysed and solved operational problems, developed workarounds with suppliers;
• Rewritten and introduced business procedures, trained system-users;
• Designed and executed test scripts.

1992 - 1993 Software Engineer, First Royal Netherlands Airforce Signal Group
Participate in a classified defence project, combining data-communication, system integration, graphical user interfaces (GUI) and distributed databases. Responsibilities included analysis, design, coding, testing, documentation and introduction of a receiver control system. Prototyping and object oriented techniques were used throughout the project.

Education

Master of Science (MSc)
Telecommunications and Computer Science,
Faculty of Electrical Engineering,
Technical University of Delft

Skills

Jan designs and drives changes to systems, processes and organisations. His capabilities include system design, application integration, project management and organisational management. He developed his skills mainly in the area of customer administration, billing and collections in the communications industry. Jan likes to achieve results under challenging circumstances caused by complex technology and changing business cultures.

Languages

Dutch, English

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