Oliver Voss-Interim Manager and Business Consultant
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Experience
Interim Manager and Business Consultant
Self-employed
- Development of an entry strategy for the claims area of an insurance service provider.
- Analysis and optimization of existing claims processes.
- Definition of management metrics and KPIs to improve performance and efficiency.
- Advising management on market positioning and process digitalization.
- Leading an IT team with 13 employees in a temporary vacancy role.
- Ensuring stable IT operations and managing external IT service providers.
- Leading regulatory projects, especially for the implementation of the DORA regulation.
- Preparation for and support during an IT security audit.
- Change management and conflict moderation in a challenging transformation environment (FI migration).
Director 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 FTE and 6 direct reports.
Ensuring smooth service delivery from claims intake and immediate assistance through repair coordination to accounts payable and receivable management.
Purchasing and supplier management for 5 workshop networks with a total of 400 workshops and other service providers (call centers, assistance providers, car rental companies, towing services, surveyors, lawyers).
Customer journey and lean management: building, embedding, and KPI-driven development of an NPS system to consistently align all areas with the customer.
Digitalization and automation through AI: introduction of an AI-supported repair process that reduced lead times and costs by >30%, as well as development of an AI-based customer service chatbot to reduce call volume by 25% while keeping NPS stable.
Supplier management: focus and volume bundling of suppliers, doubling the number of workshops to 150, identification of best practices, definition of new process standards and ongoing data analysis to improve lead times, TCO, NPS and profitability.
Purpose: development and implementation of a values-based leadership approach, including leadership development and cultural change.
Managing Director
EuroPro Gesellschaft für Data Processing mbH
Responsibility for the digital transformation and revenue growth of the unit with €10 million annual revenue, 30 employees and 400 B2B customers.
Product development and revenue growth: introduction of new, profitable products to increase the revenue rate by 15% and profitability by 20%.
Process automation: implementation of a fully automated system for citizen registry office inquiries to significantly shorten processing times and increase efficiency.
Executive Director Data&Insights
CRIF Bürgel
Responsible for the day-to-day operations of the credit agency with 240 employees at 5 locations in Germany, one location each in Slovenia and Turkey, as well as €15 million OPEX and €14 million group-wide data purchasing.
Restructuring, target operating model and nearshoring: building international service hubs with 110 FTE in Slovenia and Turkey, closing 4 German locations, developing a social plan, standardization and organizational change management, as well as setting up a Data&Analytics Center with 15 FTE in Italy.
Platform development: replacement of a 30-year-old ERP system in 15 months, including development, go-live and stabilization of the new core system in an international cross-functional team (Germany, Italy, Poland, Slovenia, Slovakia).
Data strategy and data cost management: implementation of a data lake system to improve data quality and value creation, as well as consolidation of the sourcing of data sources to reduce purchasing costs and improve data usage.
Senior Manager Strategy and Business Transformation
Barclays Bank
- Implementation of agile organizational principles in IT and business to improve quality and collaboration.
- Structured coordination and implementation of all Brexit measures as PMO.
- Leading a program for significant cost reduction.
Head of Fraud Operations
Barclays Bank
- Responsibility for fraud prevention, prevention of money laundering and terrorist financing, with annual fraud risks of €4 million.
- Leadership of 4 team leaders and 85 employees.
- Further development of quality and performance management.
- Development of a new organizational and process structure as well as outsourcing of 15 employees.
Head of Loan Operations
Barclays Bank
- Responsibility for telephone sales of personal loans and additional products, credit checks, application-related processing, and support for existing customers and sales partners.
- Leading 6 managers and 100 FTE, managing a loan volume of €120 million and cross-selling revenue of €10 million.
- Introduction of innovative sales processes to increase annual personal loan volume by >30% to €120 million and improve profitability through cross-selling of highly regulated insurance products.
Head of Continuous Improvement
Barclays Bank
- Responsibility for process management with a team of 8 employees.
- Reorganization through the integration of sales and service departments based on end-to-end processes and ''First Point of Contact Resolution'' to improve performance and customer experience.
Senior Change Manager
Barclays Bank
- Program management and leadership of 4 business analysts and project managers.
- Introduction of SAP HR and the personal loan platform.
- Implementation of profitability improvements in the credit card business and implementation of a strategic risk management system.
Senior Management Consultant
Capgemini Deutschland GmbH
- Introduction of a strategic risk management platform in commercial banking at a state bank.
- Planning of a growth strategy and product launch for a British banking and insurance group.
- Definition and introduction of a compliance and risk management system, taking process and business architecture into account, at a large German insurance group.
Senior Project Manager
Atradius Credit Insurance
- Concept, development, and implementation of a cross-border CRM system as part of a post-merger project to standardize customer service processes.
- Test coordination for the data migration of policy portfolios and functional enhancement of the legacy system in France, Belgium, and Luxembourg.
- Responsibility for a subproject to introduce a uniform project governance based on Prince2.
Product Manager
Gerling Versicherung
- Development of insurance products for digital marketplaces.
Industry Experience
See where this freelancer has spent most of their professional time.
Experienced in Banking and Finance, Insurance, Automotive, and Information Technology.
Business Area Experience
See which departments and functions this freelancer has contributed to most.
Experienced in Project Management, Operations, Information Technology, Customer Service, Strategy, and Product Development.
Summary
- Results-driven Managing Director and COO with >15 years of experience.
- Responsibility for business units with revenue of €80-120 million, OPEX between €10-30 million; team sizes from 60 to 240 employees, responsibility for purchasing volumes between €15-30 million.
- Extensive expertise in developing and implementing efficiency improvement and cost reduction programs, optimizing the value chain and improving the customer experience, as well as in the strategic and operational leadership of company transformations, post-merger integrations, and data-driven process automation.
- Experience in owner-managed mid-sized companies and international corporations.
Languages
Education
University of Essen
Diploma in Business Administration, focus on Finance & Banking, Marketing & Trade, Energy Economics · Business Administration · Essen, Germany
Princess Anne High School
High School Graduation · High School · Virginia Beach, United States
Josef-Albers-Gymnasium
University Entrance Qualification · Bottrop, Germany
Certifications & licenses
Certified Coach
bta Berlin
Certified Project Manager PRINCE2
London and Brussels
Certified Project Manager PMP
London and Brussels
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Profile
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