Oliver Voss
Interim Manager and Management Consultant
Experience
Interim Manager and Management Consultant
Self-employed
- Developed a market entry strategy for the claims division of an insurance service provider.
- Analyzed and optimized existing claims processes.
- Defined control metrics and KPIs to improve performance and efficiency.
- Advised management on market positioning and process digitization.
- Led an IT team of 13 people during a vacancy.
- Ensured stable IT operations and managed external IT service providers.
- Led regulatory projects, especially implementing the DORA regulation.
- Prepared and supported an IT security audit.
- Change management and conflict moderation in a challenging transformation environment (FI migration).
Director of Operations
Auto Fleet Control GmbH
Responsible for day-to-day operations in claims management with €85 million in revenue, €30 million annual purchasing volume, 140,000 customers, 60,000 claims per year, 60 FTEs and 6 direct reports.
Ensured smooth service delivery from claims intake and emergency assistance through repair coordination to creditor and debtor claims management.
Managed procurement and providers for 5 workshop networks with 400 workshops and other service providers (call centers, assistance services, car rental agencies, towing services, appraisers, lawyers).
Customer journey and lean management: Built, embedded, and continuously improved an NPS system based on KPIs to align all areas with customer needs.
Digitization and automation with AI: Introduced an AI-powered repair process that reduced turnaround times and costs by over 30%, and developed an AI-based customer service chatbot to cut call volume by 25% while keeping NPS constant.
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 turnaround times, TCO, NPS, and profitability.
Purpose: Developed and implemented a values-based leadership approach, including leadership development and cultural change.
Managing Director
EuroPro Gesellschaft für Data Processing mbH
Responsible for digital transformation and revenue growth of the unit with €10 million in annual revenue, 30 employees, and 400 B2B customers.
Product development and revenue growth: Launched new profitable products to increase sales by 15% and profitability by 20%.
Process automation: Implemented a fully automated system for residents' registration inquiries to significantly shorten processing times and increase efficiency.
Executive Director Data & Insights
CRIF Bürgel
Responsible for daily operations of the credit agency with 240 employees at 5 locations in Germany, and one each in Slovenia and Turkey, with €15 million in OPEX and €14 million in group-wide data procurement.
Restructuring, target operating model, and nearshoring: Built international service hubs with 110 FTEs in Slovenia and Turkey, closed 4 German locations, developed a social plan, standardized processes, managed organizational change, and created a Data & Analytics center with 15 FTEs in Italy.
Platform development: Replaced a 30-year-old ERP system in 15 months, including development, go-live, and stabilization of the new inventory management 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 data sourcing to reduce costs and improve data use.
Senior Manager Strategy and Business Transformation
Barclays Bank
- Implemented agile organizational principles in IT and business to improve quality and collaboration.
- Structured coordination and implementation of all Brexit measures as PMO.
- Led a program for significant cost reduction.
Head of Fraud Operations
Barclays Bank
- Responsible for fraud prevention, anti-money laundering and counter-terrorist financing with annual fraud risk of €4 million.
- Led 4 team leaders and 85 staff members.
- Advanced quality and performance management.
- Developed a new organizational structure and processes, and outsourced 15 employees.
Head of Loan Operations
Barclays Bank
- Responsible for telesales of installment loans and add-on products, credit assessments, application processing, and servicing existing customers and distribution partners.
- Managed 6 managers and 100 FTEs, overseeing a loan portfolio of €120 million and cross-selling revenues of €10 million.
- Introduced innovative sales processes that increased annual installment loan volume by over 30% to €120 million and improved profitability through cross-selling of highly regulated insurance products.
Head of Continuous Improvement
Barclays Bank
- Accountable for process management with a team of 8 employees.
- Reorganized by integrating sales and service departments based on end-to-end processes and ''First Point of Contact Resolution'' to boost performance and customer experience.
Senior Change Manager
Barclays Bank
- Program management and leadership of 4 business analysts and project managers.
- Implemented SAP HR and the installment loan platform.
- Delivered profitability improvements in the credit card division and implemented a strategic risk management system.
Senior Management Consultant
Capgemini Deutschland GmbH
- Implemented a strategic risk management platform for commercial banking at a regional bank.
- Planned a growth strategy and product launch for a UK banking and insurance group.
- Defined and introduced a compliance and risk management system, considering process and business architecture, for a major German insurance group.
Senior Project Manager
Atradius Credit Insurance
- Designed, developed and implemented a cross-border CRM system in a post-merger project to standardize customer support processes.
- Coordinated testing for contract data migration and system enhancements in France, Belgium and Luxembourg.
- Led a sub-project to implement a unified project governance framework based on Prince2.
Product Manager
Gerling Insurance
- Developed insurance products for digital marketplaces.
Industry Experience
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Experienced in Banking and Finance, Insurance, Automotive, and Information Technology.
Business Area Experience
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Experienced in Project Management, Operations, Information Technology, Customer Service, Strategy, and Product Development.
Summary
- Results-driven and action-oriented CEO and COO with over 15 years of experience.
- Responsible for business units with revenues of €80-120 million, OPEX between €10-30 million; spans of control from 60 to 240 employees; purchasing volumes of €15-30 million.
- Extensive expertise in developing and implementing efficiency improvement and cost reduction programs, optimizing the value chain and enhancing customer experience, as well as in leading strategic and operational business transformations, post-merger integrations, and data-driven process automation.
- Experience in owner-managed mid-sized businesses and international corporations.
Languages
Education
University of Essen
Diplom-Kaufmann, specializing in Finance & Banking, Marketing & Trade, Energy Economics · Economics · Essen, Germany
Princess-Anne-Highschool
High School Graduation · High School · Virginia Beach, United States
Josef-Albers-Gymnasium
Abitur · Bottrop, Germany
Certifications & licenses
Certified Coach
bta Berlin
Certified Project Manager PRINCE2
London and Brussels
Certified Project Manager PMP
London and Brussels
Statistics
Experience
Expertise
Qualifications
Profile
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