Oliver V.-Interim Manager and Management Consultant

• Responsible for day-to-day operations in claims management with €85 Mio. in revenue, €30 Mio. in annual purchasing volume, 140,000 customers, 60,000 claims per year, 60 FTE and 6 direct reports.

• Ensured seamless service delivery from claims intake and emergency assistance through repair coordination to accounts payable and accounts receivable management.

• Procurement and service provider management for 5 workshop networks with a total of 400 workshops and other service providers (call centers, assistance services, car rental companies, towing services, loss adjusters, lawyers).

• Customer Journey and Lean Management: Established, embedded and continuously developed an NPS system driven by KPIs to consistently align all areas with customer needs.

• Digitalization and automation through AI: Introduced an AI-supported repair process that reduced processing times and costs by >30%, and developed an AI-based customer service chatbot that reduced call volumes by 25% while maintaining a constant NPS.

• Supplier Management: Focused and consolidated supplier volumes, doubled the number of workshops to 150, identified best practices, defined new process standards and continuously analyzed data to improve processing times, TCO, NPS and profitability.

• Purpose: Developed and implemented a values-based leadership approach, including leadership development and cultural change.

• Responsible for the day-to-day operations of the business information services company with 240 employees at 5 locations in Germany, one location each in Slovenia and Turkey, as well as €15 Mio. OPEX and €14 Mio. in group-wide data procurement.

• Restructuring, Target Operating Model and nearshoring: Established international service hubs with 110 FTE in Slovenia and Turkey, closed 4 German locations, developed a social plan, standardized processes and managed organizational change, and established a Data&Analytics Center with 15 FTE in Italy.

• Platform development: Replaced a 30-year-old ERP system in 15 months, including the development, go-live and stabilization of the new policy administration system in an international, cross-functional team (Germany, Italy, Poland, Slovenia, Slovakia).

• Data strategy and data cost management: Implemented a data lake system to improve data quality and value creation, and consolidated the procurement of data sources to reduce purchasing costs and improve data utilization.

• Responsible for fraud prevention, prevention of money laundering and terrorist financing, with annual fraud risks of €4 Mio.
• Managed 4 team leaders and 85 employees.
• Further developed quality and performance management.
• Developed a new organizational structure and process organization and outsourced 15 employees.

• Responsible for process management with a team of 8 employees.
• Reorganized the business by integrating sales and service departments based on end-to-end processes and ’’First Point of Contact Resolution’’ to improve performance and customer experience.

• Introduced a strategic risk management platform in commercial banking at a Landesbank.
• Planned a growth strategy and product launch for a British banking and insurance group.
• Defined and introduced a compliance and risk management system, taking process and business architecture into account, at a major German insurance group.

Product Manager at trustedtrade GmbH, a subsidiary of the Gerling Credit Insurance Group, for insurance and financial services on digital B2B marketplaces.

_Further development of the product portfolio for credit checks, insurance coverage, factoring and transport insurance _Design and integration of insurance products into digital B2B marketplaces _Interface between Product, Credit Insurance, marketplace partners and customers _Basis for the subsequent career in project management in credit insurance (Atradius)