Antoine Martin

Revamping commercial operations for enhanced client satisfaction

• Conducted a comprehensive assessment of the existing commercial organization by leading interviews and workshops with agencies management and C-level executives
• Proposed enhancements to optimize employee portfolios, refine client segmentation and improve client reception at agencies
• Developed a target operation model, ensuring optimal utilization of resources across all fund agencies

Leading a service rationalization initiative for shared customers

• Orchestrated the mapping of shared customers and their associated services
• Designed operational scenarios for the project, aligning them with time constraints, team capacities and technical considerations
• Authored a comprehensive process description document for all business managers in France, establishing a streamlined project workflow

Initiating and leading an RFP process for a call center

• Prepared comprehensive specifications for a service worth over 20 million euros
• Conducted budget and operational analysis to inform decision-making scenarios
• Established a financial penalty system to ensure adherence to contractual obligations
• Implemented change management strategies to facilitate a smooth onboarding process for the new partners

Designing and implementing governance for internal contract management

• Developed and implemented a robust governance framework for IT group contract management
• Streamlined processes and standardized contracts to ensure consistency and efficiency
• Led contract negotiations with local EMEA CTOs, ensuring favorable terms and conditions

Driving IT efficiency and process optimization

• Orchestrated coordination among technical teams through effective Major Incident management
• Constructed and optimized IT processes to enhance overall operational efficiency
• Implemented user experience improvements for the online service catalog, resulting in an enhanced customer satisfaction