Christine Fricaud
Operations Manager (West) Account Delivery & Vendor Governance @Canon Business Process Services
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WORK HISTORY
Operations Manager (West) Account Delivery & Vendor Governance @Canon Business Process Services
Los Angeles, CA, US
Oversee end-to-end BPO operations for 23 strategic, corporate accounts across California. Foster and maintain strong, positive, and authentic relationships with clients, personnel, vendors, and partners of such accounts. Evaluate and identify new business pipeline opportunities, facilitate financial modeling proposals, and develop and negotiate new services. Attract and develop talent and influence operational excellence and business innovation. Head all Operational Excellence programming and initiatives, leading 25 direct reports and working closely with 175 indirect reports to secure accountability for scope, budget, and quality. Manage and implement office productivity technology. Developed and implemented continuous improvement initiatives utilizing Lean Six Sigma methodologies. Key Accomplishments: Regularly meet or exceed quarterly revenue targets by carefully managing P&L with an annual budget of $1.5M, increasing profit margins while keeping costs under control, and auditing billing to support existing accounts and clients, while also seeking new pipeline opportunities. Led 5S events and successfully renewed all respective accounts (five) as head of improvement project to streamline shipping and receiving, procurement, and print services operations for an American bank and a substantial health care company. Received national award for highest client retention rates (2019) in addition to the highest add-on revenue performance award for 2017 and 2019. Standardized a wealth of multi-unit accounts, deployment procedures, and implemented new KPI protocols for a warehouse environment. Secured early contract renewal for three key accounts in Health Care vertical and in automotive industry, by providing superior/diligent customer service. Prepared detailed analyses, executive summaries, and financial data reports on the operation, while identifying opportunities for efficiency savings and process improvements.
EDUCATION
University of Paris I: Panthéon-Sorbonne
Master, Art History
ESMC - Paris
DESS, Marketing and communication
ABOUT CHRISTINE FRICAUD
Operations and service delivery leader with 15+ years of experience managing complex programs, large client accounts, and multi-site operational teams across global and regional environments.Proven track record of improving operational performance through process optimization, scalable systems, and strong cross-functional leadership. Experienced in managing vendor relationships, overseeing service delivery operations, and leading operational transitions that maintain continuity while driving efficiency and measurable results.Skilled at building high-performing teams, strengthening operational controls, and implementing process improvements that enhance productivity, reporting visibility, and customer outcomes. Known for a collaborative leadership style that combines analytical thinking, operational discipline, and practical technology adoption to solve complex business challenges.Bilingual in English and French, with experience operating in international environments and supporting large enterprise organizations with mission-critical operations.Passionate about helping organizations scale operations, improve service delivery, and lead operational transformation initiatives that create long-term value.
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