Jessie Malhautier

Steering and coordination of service providers for a special multi-site regulatory compliance operation (Tourism accommodation and short-term work activity).

Management of outsourced operations: I managed all outsourced customer relations productions (280 people in Romania, Bulgaria, Portugal, and France), including content moderation and customer service for individuals and professionals (functional, transactional, disputes).

Team and budget management: I managed a team of 6 employees (2 production managers, 4 quality managers) and an annual budget of 6 million euros. I also ensured compliance with costs and budget forecasts and reduced costs by 20%.

Performance optimization and steering: I negotiated contracts and tenders while ensuring compliance with quantitative and qualitative KPIs (examples: Quality Rate ≥ 95%, Csat ≥ 75%). I also identified areas for improvement, particularly through automation (RPA), to reduce costs and optimize processes.

Operational activity steering: I managed 5 business units and led a team of 25 to 30 employees across two sites (Paris, Angers). I also supervised 10 external delegations, responsible for managing accounts receivable for demanding major clients such as Veolia, Etam, Disneyland Paris, Orange, Barclays, and Credit Agricole.

Process and performance optimization: I implemented and coordinated work processes and automation solutions (RPA). I managed customer relations, compliance, debt collection, accounting, and digital referencing, adapting to seasonal volume fluctuations.

Reporting and KPI steering: I ensured rigorous monitoring of reports and KPIs during steering committees to guarantee the achievement of objectives.