Jeanne Cox

An experienced Global Business Service manager with experience in Commercial Leadership, risk, and operational processes. Expert in building commercial strategies to support long term sustainable growth.

Project management of Major Global automation projects.

Global Commercial knowledge in UK and Europe manufacturing and direct sales always ensuring maximum profitability efficient and supportive customer experience. 

A proven history of success within B2C and B2B Customer contact centres transformation and outsourcing.

A strong leader and communicator at all levels thriving on challenges with a sharp vision of business requirement.

A flexible firsthand leader willing to both teach and learn.

Strong leadership, strategic planning & business development experience particularly in Commercial Transformation and change. 

Specialist in Order to Cash and Procure to pay process management, creating efficiency improvements.

Results orientated; client-driven ambitious with excellent relationship management skills.

Experienced Public speaker

Global Experience in commercial & operations management, administration, risk & project management, contract negotiation, cash flow, policies & procedures, business objectives & legislation, customer service best practice & profitability initiatives.

QUALIFICATIONS:

• LLB Law (2017)
• Italian Speaker
• French Speaker
• Welsh Beginner

CAREER HIGHLIGHTS INCLUDE:

• Change and Transformation Management to enable company growth.
• Use of outsource partners and automations to standardise and globalise processes making substantial savings. 
• Successfully delivered rapid growth and significant profitability throughout career delivering cost effective change in global environments.
• Managed major projects around DBO reduction most notable 25m over 2yrs old with average invoice value of £150- achieved 19.5min in 18 months with Debtor days reduced from 258 to 72.
• Development of new initiatives and system driven processes to enable faster collection of outstanding receivables.
• Major change management projects across multiple business disciplines including introduction of balance score cards to regulated business.
• Management more than 180 FTC both remote and direct.
• Management of major business change projects across global boundaries. 
• Strong Management of Third-party service suppliers both internal and external.
• Implementation of Global IT Systems across business sectors, offering minimum Business Unit and Customer disruption with and significant cost benefits.
• Achievement of Six Sigma qualification
• Active Roles in Mergers and Acquisitions integrating teams and alignment of teams across business sectors within single organisation.
• Management of multiple projects across a variety of business areas (some sensitive). These include two major projects unique to UK at the time. 
•  Implementation of Regulated business processes and procedures to ensure compliance for all statutory requirements and internal Audit for new open water (business supply) and Telecoms.

• Involved in a unique construction project for Water Industry – High Profile £258 ml.
• Managed major OTC change in UK and global organisations leading to enhanced collections and increased cash flow. 
• Specialist in outsource management and SSC development.

CAREER HISTORY:

Hasbro Europe Limited 

Global Process Owner Order to Cash (Current)

Responsibilities 

• Review all OTC process globally to standardise (APAC, US, LAM, EMEA.)
• Management of major outsource projects introducing Global standardisation in process and management.
• Reevaluate Direct import business from to payment terms, Inco terms and other relevant contractual terms.
• Work across with all Global markets to improve processes. Generate major cost savings and customer experience collaborating with all stakeholders internal and external to achieve business change.
• Identify improvement and efficiency opportunities.
• Project management of various RPA implementations and other process changes.
• Overall responsibility for all SOX compliance issues
• Communication with regulatory audit and legal bodies as required.
• Automate and develop effective real time reporting to the wider business.
• Manage all KPI and SLA’s for outsource partner based in India, Malysia, and Czech Republic

Hasbro Europe Limited 

Director SSC Sales Administration Order to Cash (2019- July 2023)

Responsibilities 

• Management of Centralised EMEA SSC
• Management of major change projects introducing Global standardisation in process and management.
• Contract management in relation to payment terms, Inco terms and other relevant contractual terms.
• Work across with all EMEA markets to maximise sales and cash collection.
• Advise and recommend improvement and efficiency opportunities.
• Project management of various RPA implementations and other process changes.
• Order Entry management and SOX compliance.
• Claims, dispute, and cash management
• Communication with regulatory audit and legal bodies as required.
• Interact with customers to find resolutions to issues.
• Create and develop more effective real time reporting to the wider business.
• Manage all KPI and SLAs for SSC to enable the wider business.

Hasbro UK Limited (2018-2019)

Finance Operations Manager- Continuous Improvement 

 Responsibilities 

• Re structure of EMEA SSC
• Process maps current and to be structures SSC. 
• Work across various Departments to standardise and simplify process and procedures.
• Advise and recommend improvement and efficiency opportunities.
• Project management of various RPA implementations and other process changes.
• Introduction of RPA system to repetitive and time-consuming processes across EMEA SSC.
• Transformation of back-office support and the re-structuring plan for the centralised support teams across sectors of the business 
• Communication with regulatory audit and legal bodies as required.
• Evaluate the current Credit, collections, and risk process to achieve improved collections and more effective and efficient processes as part of a fully integrated SSC. 
• Create and develop more effective real time reporting to the wider business.
• Introduce KPI and SLAs for SSC to create a true enabling service for the wider business.

Wessex Water (Supply Services contract 6months)

Business Supply Services Strategy Manager- 

 Achievements, skills, and Responsibilities (4 direct reports)

• Evaluation of the Four Divisions responsible for Drinking water supply
• Developed the strategy and communications to ensure success in the regulated water to business launched April 1st, 2017, as per legislation. Laid foundation to support the business growth and development over the next 5 years Creating Project structures and reporting structures.
• Full budgetary P & L responsibility inclusive of Order to Cash activity.
• Transformation of back-office support and the re-structuring plan for centralised support teams across sectors of the business consulting with all Senior SMT and other departments. (R&M EMI)
• Worked with the project teams responsible for the building and implementation of “the Grid” a unique infrastructure within water industry and develop plan for hand over after commissioning. (Time critical)
• Aligned all teams within the business to works as an effective team enhancing ability to manage substantial risk cash collection areas.
• Communication with regulatory bodies as required.
• Developed appropriate schedules and activity planning for next 5 years. And identified Key suppliers.
• Introduced new standardised Contracts and collection process including a balance score card.
• Evaluated systems and process to bring uniformity and better reporting for business and regulator.
• Built strong cohesive teams breaking down the “silo management.” Whilst maintaining the Customer centric approach within all contact teams

Break to complete Research for Law Thesis

County Estate Management / Hawthorn Leisure

Head of Credit and Risk Change

(Contract)

Sept 2014-March 2016

Key Achievements, skills, and Responsibilities (5 direct reports)

• Responsibilities include Full accountability for Hawthorn Leisure properties in a new start up business, Emphasis on Order to cash, procure to pay, Revenue Collection and contract management.
• Developed the strategy and communications to build and transfer the SSC from Wiltshire to Birmingham, dealing with all associated communications across the business at all levels from board level to external customers.
• Developed Risk Profiles and management process to ensure the customer was central to our business. Score card development for some areas of the business.
• Full budgetary P & L responsibility 
• I was responsible for the transformation and change of back-office support and the structuring the SSC business dealing with all internal and external contact. 
• Built cohesive teams with a single culture.
• Managed change through all internal teams to manage elevated risk areas and promote growth.
• Introduced new standardised Contracts. 
• Developed an ethos of customer retention and acquisition by means of effective communication and exceptional service levels.
• Built strong cohesive teams with four direct Reports UK and other remote staff.
• I actioned forensic accounting processes to ensure detection and prevention of fraud across the business.

Evolution 2020 Business Consultant- (business owner)

August 2014--

Key Achievements, skills, and Responsibilities 

• Responsibilities for the commercial direction of SME business
• Provide non-executive advise to SME business start-up companies around Order to cash and Procure to Pay processes.
• Manage Risk and credit exposure for several SME.
• Help achieve sustainable business plans and assist in creating strong financial base for the future working with sales to increase client base.
• Developed the strategy and communications required for each individual business making the customer centric.
• Reporting to Stakeholders at all levels
• Specialist in Reduction of Debtor Days, Risk management and Order to cash management for several SME’s.

Hitachi Maxell Europe Ltd Italian Branch (Milan)

Operational Country Lead (MD Italy) [20staff] Operational Head of European Accounts Receivable, Credit & Risk [dual role] B2C & B2B business

Feb 10- Sept 2014

Key Achievements, skills, and Responsibilities (9 direct reports 80 people)

• Managing Director with Full Legal and financial accountability for Maxell’s Italian Branch based in Milan. All strategic planning communication and business accountability inclusive of regulatory compliance
• Developed process and strategy to support the European Business SLA and KPI’s and create a sound financial platform for growth.
• Full budgetary P & L responsibility for both roles.
• Achieved cost savings of 35% on annual budget via strategic business changes, inclusive of reduction duplication of roles across Europe moving to SSC, using Six Sigma methodology, technology upgrades, process and procedural improvements and multiskilling remaining teams and individuals. 
• I facilitated a move of HQ from Varese to Millan improving commercial business whilst saving cost and increasing our consumer offering.
• Project managed change and transformation of European business Collections and Customer contact functions.
• Implemented new process and systems foe collections for three manufacturing plants.
• Developed a Centralised European team mutually supportive of the European sales business.
• I have collaborated with internal teams to manage high risk regions, including Greece and Spain. 
• I have negotiated and managed European Contract negotiations (sales and supply) as required reducing costs by 25% over 18 months.
• Developed a Customer Service strategy with efficiency gains and downstream benefits delivering and increase of 20% in customer retention across all 42 countries.
• Built strong cohesive teams with 4 direct Reports UK & 5 in European branches remotely managed.
• I actioned forensic accounting processes to ensure detection and prevention of fraud across the business.

Grant Thornton (Consultant) Cost & Working Capital Optimisation Projects

Oct 09 – Jan 2010

Key Achievements, skills, and Responsibilities

• Contract Role responsible for various client sites including professional services running projects to enhance and improve the cost effectiveness of each business with emphasis on AR Customer Service, Collections and Risk activity in UK France and Germany
• Reduced Debtor days from 65 to expected 45 days.
• Assisted local management to restructure Billing and Collection processes delivering head count and cost efficiencies.
• Develop Process and procedures for customer Service teams leading to an enjoyable customer experience.

Logica PLC (Global) Contract Consultant/Subject Matter Expert Finance (global contract)

June 09 – Oct 09

Key Achievements, skills, and Responsibilities (145 people 10 Direct Reports)

• Change and Restructure Operational Finance and Administration creating to create a global SSC serving 35 countries in a uniform process driving cost saving initiatives.
• Remote management of Implementation teams
• Projects manage customisation and transition from old AR and CRM systems to Agresso resulting in major cost savings across the business.
• Designed a global Billing &Credit solutions to facilitate trade and expansion. 
• Developed a process to offshore to the correct outsource partner as required.
• Reduce DBO (20 days) and increase Collections capability.
• Set up Customer Service teams within agreed business rules, manage testing and compliance.

Nestle Waters POW Wow Head of Revenue and Collections (Finance SSC)

Feb 07- June 09 (B3C)

Key Achievements, skills, and Responsibilities (13 direct 274 indirect reports)

• Major strategic change programme to Re-Engineer all back-office teams, process, and procedures finance and & customer service. 
• Reduced DBO from 245 days to 72 days.
• Resolved problem of £25million over 90-day debt. Established guaranteed uncollectable of £4million against reserve of £9million collected£17.5million
• Implement customer service dialler and customer retention team regaining 35% of lost customer in a 12-month period.
• Management of 10 team leaders in UK with 162 staff plus 3 direct reports India managing 112 staff. 
• Developed new strategies to enhance efficiency and take on board customer requirements (Six Sigma Methodology)
• Managed Evaluated third party suppliers [outsource agents]as required.
• Managed Contractual and commercial Risk across the business.
• Introduced technologies to automate cash allocation, manage reporting to the business and have open lines of communication within teams giving increased productivity and customer satisfaction including balance score card.
• Introduction of E systems with direct customer access and web enabled services as required.

Anders Elite Recruitment (Contract) Revenue, Collections and Customer Care

July 06- Jan 07

Jan 2005 - July 2006

NTL Communications –Head of Revenue (contract)

Key Achievements, skills, and Responsibilities (150 Reports)

• Evaluation of Tele-west / NTL merger for back-office operations. Shape strategy to move forward merging teams and alignment of process and procedures across 8 different billing platforms and customer databases whilst retaining customer stability. 
• Preparation for outsource of work for these two major players in Telecom arena ensuring customer retention in both Consumer and business arena.
• Worked alongside sales and marketing teams to manage changes, product and customer retention including implementation of balance score cards.
• Reduced cost and/ headcount by 46% whilst reducing over 90-day debt from £13 million to £2 Million. 
• Implement new process systems and procedures across the Operational Teams creating a Joint Shared Service Centre.
• Ensure Best practice, Set SLA’s and define KPI’s and score cards ensuring continuous improvements.
• Manage Outsource collections Contracts (India Philippines and Poland)

March 2004 to Jan 2005

Spring Technology Staffing Services Head of Commercial and Risk (6 Direct Reports 140 staff) 

Responsibilities

• Responsible for Commercial management and Revenue across UK and Overseas business
• Contractual compliance all overseas business, (Particular attention to Billing initiatives
• Analysis and monitoring of local and international risk
• Management of internal improvement projects to improve cash flow and efficiency.

1999 to Jan 2004: American Standard Corporation- Commercial Contract Risk Manager Northern Europe 

Key Achievements, skills, and Responsibilities

• All project, credit & risk management for UK & NER for all customer contact.
• Management of Bids on new Contracts
• Management of Customer service, Billing Issues, Credit and Adjustment reporting
• Management of HVAC Contracts £30 million +. (Leisure, multinational Retail and Government projects)
• Reviewed & negotiated contracts for external contractors & internal staff.
• Ensured customer service best practice is followed & project teams matched with correct projects.
• Set Up a contact Centre for Consumer base in NL for Europe
• Successfully planned and implemented uniform systems across all countries outside US and Asia.
• Increased awareness in value of communication & better management of HR resources
• Established credit team introducing policies & procedures meeting objectives & legislation.
• Completed several Six Sigma projects to bring about business change and improvement in Order to cash process adding 1.5 million to bottom line.
• Introduced clear policy on internal & external customer service levels within organisation.

LLB  Law- Buckingham University