Steeven Anael

Managed the digital transformation and AI integration for 1000 FTEs (8 strategic projects).

Innovation Diagnosis & Strategy: Conducted operational audits to identify automation and productivity gain opportunities. Selected and adapted tools based on business needs. Implemented Agentic AI (ixHero): Deployed and configured technological solutions to optimize contact processing and reduce time-consuming tasks for advisors. Designed AI Assistants (IX Hello): Created and configured specialized AI assistants to address the specific challenges of each project (improving First Call Resolution, response assistance, dynamic knowledge base). Change Management Support: Acted as the interface between technical and operational teams to ensure tool adoption and measure the impact on customer and employee experience.

Managed the operational launch to profitability of a FinTech Back Office activity (110 FTEs). Annual Budget: €1.7M | Monthly Revenue: €140K–€180K.

Production Guarantee: Directly supervised the smooth running of production flows, adherence to contractual commitments (SLAs/CSAT), and managed critical incidents to minimize business impact. Budget & P&L Management: Rigorous expense tracking, variance analysis, and budget adjustments (Rolling Forecast) to secure operational margin. Structured Scale-up: Managed growth from 30 to 110 FTEs, overseeing a structure of 34 managers and support functions (including 14 business experts). Committees & Business Reviews: Led Weekly and Monthly Business Reviews (WBR/MBR) with internal stakeholders and clients. Business Continuity (BCP): Successfully managed two site transfers without any service interruption.

Managed performance, quality, and production for 100 FTEs.

Quality and Sales Performance Management: Achieved a product and option placement rate of 16% of incoming call flows and improved sales quality to 90%. Performance Management Tools: Created automated dashboards in Salesforce and Excel for real-time activity monitoring. Performance Optimization: Improved dispersion rates and implemented targeted support plans for employees (reducing underperforming profiles to 5% of the workforce). Quality and Compliance: Ensured strict adherence to ISO 9001, NF345, and LRS standards.