Jeffrey Schouten
Barcelona
Summary
Dynamic Sr. Operations Manager with a proven track record at Telus Digital Essen, driving operations expansion and enhancing performance metrics. Expert in process improvement and team building, I successfully implemented strategic initiatives, fostering collaboration and achieving significant growth. Recognized for delivering impactful results through effective decision-making and stakeholder management.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Sr. Operations Manager
Telus Digital Essen
Essen
04.2024 - Current
- Led operations expansion from 1,800 to 2,300 FTE by implementing strategic initiatives.
- Drove integration of G Suite, Workday, Verint, and Mytime at ESD site alongside integration team.
- Fostered collaboration with workers council, creating essential processes and agreements.
- Oversaw recruitment activities to effectively manage growth-related challenges.
- Delivered improved client metrics at site level through consistent monitoring.
- Provided guidance and mentorship to new managers regarding company programs.
- Partnered with cross-functional teams to formulate productivity-enhancing improvements.
Operations Manager
Telus International
Barcelona
01.2021 - 01.2024
- Led a diverse international team of around 2,000 employees to ensure high performance standards.
- Held accountability for site performance metrics, adherence to processes, and improvement efforts.
- Encouraged team development through coaching and interdepartmental collaboration initiatives.
- Represented the company in labor harassment commission inquiries and investigations.
- Established and implemented performance processes to enhance SLA/SOW outcomes.
- Crafted strategic plans for site operations aligned with local regulations and client expectations.
Senior Team Manager (Jr Ops Managers)
CCC / Telus International
Barcelona
01.2019 - 01.2021
- Facilitated daily operations for Netherlands, Nordic, Mexican, Portuguese, French, and Italian markets.
- Guided 15 team managers to consistently meet performance targets across diverse markets.
- Provided coaching to young managers and teams on SOW and SLA compliance.
- Implemented Work from Home initiatives for 1,600 FTE during office-to-remote transition.
- Coordinated return-to-office plan for 2,500 FTE within six weeks.
Team Manager Dutch and Nordics Markets
CCC / Telus International
Barcelona
01.2018 - 01.2019
- Expanded Barcelona site by growing FTE count from 15 to 35 through targeted initiatives.
- Implemented critical structures and processes for effective market execution.
- Provided mentorship for new hires to facilitate smooth onboarding and project participation.
- Guided team towards high performance with regular coaching sessions.
Customer Care Agent
AXA Partners
Barcelona
01.2016 - 01.2018
- Streamlined transportation logistics for patients undergoing critical situations worldwide.
- Facilitated communication between hospitals, transporters, and families during repatriation processes.
- Handled insurance claims reaching $25,000 for American Express clients within NLD market.
- Delivered exceptional service to VIP customers of American Express.
Logistics Supervisor & Lab Administrator
fluke netherlands
Eindhoven
01.2011 - 01.2015
- Oversaw worldwide logistics operations in collaboration with international management.
- Created and managed key customer accounts, focusing on corporate spending strategies.
- Designed logistic plans for J&J, ensuring effective implementation and customer satisfaction.
- Facilitated biweekly meetings with NXP to streamline repair and calibration logistics.
- Sustained supply chains for ASML and Philips equipment globally post-repair or calibration.
- Utilized 5S methodology to optimize workspaces and improve safety standards.
- Set clear performance expectations for employees, boosting engagement and productivity.
- Achieved monthly financial growth in logistics from $600K to $1M within three years.
Sergeant First Class / Head Instructor
Royal Netherlands Air force
Venray
01.2000 - 01.2011
- Collaborated with international military programs across 10+ countries, including Afghanistan and Iraq.
- Facilitated training for diverse teams to prepare for various missions.
- Chosen to lead multiple training initiatives in challenging environments.
- Appointed to lead teams during missions abroad, ensuring effective execution.
- Gained extensive knowledge from experiences enhancing personal and professional development.
- Recognized for military service with multiple distinctions, including NLD/ATF Security Forces Afghanistan 2010.
- Earned accolades for contributions to NATO operations in Afghanistan, 2010.
- Served with Air Defense Security Forces in Diyarbakir and Iraq, 2003.
Education
Logistics and Management - Import and Export Specialist, Customs Agent
EVo
Eindhoven, the Netherlands01.2013
Military Education - Sergeant First Class
Airbase Volkel
Volkel, the Netherlands01-2010
Head Instructor Training
Military Education
Netherlands01-2006
Basic Military Training
Netherlands01-2001
Skills
- Operations management
- Process improvement
- Project management
- Data analysis
- Performance metrics
- Team building
- Change management
- Decision-making
- Self motivation
- Logistics
- Stakeholder management
Accomplishments
- Lover of implementing projects that seem hard to complete
- Successful in managing different cultures in several countries
- Creation of implementations of a performance-based action plan for three sites across Europe
- Proactive planning led to a notable increase in employee engagement in all involved departments
- Created processes, drastically reducing potential problems
- Decreased production costs by changing material suppliers
- Increased the level of safety and effectiveness with the 5S methodology
- Implemented a company's logistics growth of more than 50% over four years
Languages
Dutch
First Language
English
Advanced (C1)
C1
Spanish
Upper Intermediate (B2)
B2
Certification
Decoration received for Security Forces in Afghanistan in 2010
Decoration received for NATO in Afghanistan in 2010
Decoration received for Security Forces, Diyarbakir, and Iraq, 2003
Timeline
Sr. Operations Manager
Telus Digital Essen
04.2024 - Current
Operations Manager
Telus International
01.2021 - 01.2024
Senior Team Manager (Jr Ops Managers)
CCC / Telus International
01.2019 - 01.2021
Team Manager Dutch and Nordics Markets
CCC / Telus International
01.2018 - 01.2019
Customer Care Agent
AXA Partners
01.2016 - 01.2018
Logistics Supervisor & Lab Administrator
fluke netherlands
01.2011 - 01.2015
Sergeant First Class / Head Instructor
Royal Netherlands Air force
01.2000 - 01.2011
Logistics and Management - Import and Export Specialist, Customs Agent
EVo
Military Education - Sergeant First Class
Airbase Volkel
Head Instructor Training
Military Education
Basic Military Training