Juliano Sangiorgio

Operations Director Emea and the Americas @Deloitte

Accountable for the operational delivery of our omni channel global contact centre services operating in a hybrid model across EMEA and The Americas for the IT, Finance, Talent and Workplace service helpdesks •The leadership of multiple global contact centres servicing 16 countries with 28 service desks across 4 main lines of business spanning 5 continents in 8 languages •Co-ordination and management of various support functions including Talent, HR, Compliance, Quality, WFM, BI, T&I and CSI •Key stakeholder and contributor in the digital transformation strategy focusing on RPA for contact deflection and automation, optimal channel mix and increased self-service usage •Driving operational and cost efficiencies via the implementation of customer contact channel optimization strategies supporting reduced cost per call metrics while improving customer satisfaction metrics •Formulation and implementation of operational action plans to support the improvement of performance across a wide range and combination of KPIs across numerous countries •Cross team collaboration to support and drive continuous improvement programs focused on improving performance across all our KPIs and driving RPA •Being the Voice of the Customer via continuous reviews of customer journeys and operational processes so that the customer experience is enhanced across all channels and interactions •Key stakeholder for the data and analytics team ensuring that all current reports and dashboards are accurate on our reporting platforms •Key stakeholder for the data and analytics team ensuring that all new requests are scoped to the various stakeholder requirements and then prioritised correctly in the sprints •Review of data and analytics to make effective customer based decisions for operational plans to improve KPIs •Head up the PMO for a wide range of strategic, transformational and tactical projects across the globe