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Summary

I am an highly versatile operations manager, with a successful background in International supply chain planning and vendor management, augmented by operations service delivery and significant exposure to trade compliance and government affairs. I have extensive experience in working in developed and developing overseas markets and leading teams of diverse nationalities and cultures in both multinational and startup environments.

Professional Accomplishments

Channel Sales Operations - Western Europe

July 2018Present
Apple EMEIA - London

My primary role is to support Western Europe Sales teams and act as a conduit between country teams and central operations, marketing & training functions, ensuring operational efficiency 

Achievements:

  • Drove 96% of tracked stores having a demo unit in place on day of launch through partnering with country teams & regional operations to ensure on-time delivery of demo units required for merchandising
  • Took initiative to develop a holistic playbook, capturing all processes and events that occur during Apple product launches to improve efficiency of the sales team and reduce time spent searching for information during busy launch periods
  • Enhanced sales reporting process to better capture launch information, resulting in more timely submission, a more consistent message and more actionable feedback 
  • Lead the creation of a sales dashboard sent to senior management, involving the consolidation of 15 country submissions providing a summary of launch day sales, marketing plans & merchandising status across Western Europe
  • Enabled a faster, more accurate briefing of customers by field sales staff the day after major announcements by creating briefing documents on Apple’s new products, capturing cross functional detail in a single, easily consumable source
  • Jointly developed funding guidelines for country sales to use when hosting Apple product launch briefing events, due to issues in 2018 where sales teams went over budget, or events were non-compliant. All events in 2019 were compliant
  • Developed post-mortem survey in 2018 to identify improvement opportunities with SME’s (Sales, Operations, Supply Chain) for future launches. Led workshop with relevant stakeholders to address feedback and implemented improvements 

Manager - Reseller Operations

April 2015July 2018
Apple South Asia - Singapore

Reseller Operations is the key operations contact with Apple’s Reseller's and is focused on ensuring partner supply chain is being managed as efficiently as possible in order to maximise revenue. I managed a team of seven day to day as well as representing Ops internally with regional operations & sales and externally with channel partners. I also lead a number of key people initiatives and programme deliveries, both regionally and globally, supporting day to day business operations.

Achievements: 

  • Increased exposure at Executive level through being selected to deliver weekly operations status update for South Asia using key metrics & KPI's to analyse trends and ensure sufficient supply capacity was planned
  • Strengthened Reseller Operations credibility with the sales leadership through attending weekly sales business reviews. Pioneered the creation of a weekly business update emailed to sales VP that is now adopted by all Asian sub-regions
  • Part of a wider team responsible for growing South Asia business from $1.5 billion in 2012 to $6 billion by 2018
  • Lead regular 1-1 with country managers to understand business plans, manage escalations enhance our customer support and improve my team's engagement with sales
  • Streamlined Enterprise order fulfilment through enhanced partnership with Apple Enterprise teams to better understand their project pipeline, addressing an issue where Enterprise partners were cancelling orders due to late fulfilment
  • Engaged with Global IBM-Apple business lead to successfully address problems and eliminate unsuccessful deliveries 
  • Saved approx 60 man hours per week through leading a Telco Partner Forecast capture project (44 Partners), enabling partner requirements to be captured more efficiently
  • Reseller Ops lead for onboarding of Apple shop-in-shop to online vendor Lazada.com (subsidiary of Alibaba) across SEA. Onboarded 6 countries within 6 weeks, including contract signing, order placement, delivery and launch
  • Worked on $2m in cost saving initiatives, such as reducing the frequency of deliveries and optimising pallet loads
  • Posted for 3 months to Tokyo (Sep - Dec 2016), managing Korea (All LOB) and Japan (Apple Watch Nike+) launches
  • Appointed a recruitment lead for Operations. Involved in hiring 70% of total Reseller Operations team in Singapore 
  • Selected to represent Reseller Operations at on-campus recruitment events in Singapore & India
  • Joint leader of the career development focus group, focusing on talent programs & strategies for operations department

Channel Support Account Manager (CSAM)

May 2012April 2015
Apple South Asia - Singapore

The CSAM role interfaces with key partners on supply chain collaborative planning forecasting and replenishment and works internally with factory facing teams to ensure the required supply is regulated to meet target weeks of supply (TWOS). The CSAM also works closely with regional sales, logistics, finance and compliance teams.

Achievements:

  • Promoted to Team Lead in April 2014 and Manager in April 2015
  • Conducted detailed analysis of launch history and future potential, in conjunction with Thailand sales team and helped secure 40% additional supply for launch YoY, resulting in improved sales performance 

Managing Director / Business Operations Manager

Jul 2008May 2012
EIRE Systems - Singapore

EIRE Systems specialises in IT project management & outsourcing. I was headhunted by EIRE as a Business Development manager in Tokyo, before being asked to relocate to Singapore to run the business in 2008. Promoted to MD in 2011.

Achievements:

  • Directly responsible for the growth of the business from S$900k revenue in 2008 to $4m revenue in 2011 
  • Grew number of employees from 4 to 20 through winning additional business during sales pitches and RFP's
  • Won significant projects with Barclays, Abercrombie & Fitch, Royal Bank of Scotland, Bank of America Merrill Lynch

Business Development Manager

Jan 2008July 2008
EIRE Systems - Tokyo

Achievements:

  • Co-established a network of Facilities, Real-estate, Engineering, IT & construction professionals to share leads 

Strategic Account Manager

Nov 2005Jan 2008
The Siemon Company - Tokyo

The Siemon company is a data cabling & network equipment solutions vendor. My role was primarily business development, lead sourcing and preparing pitches. EIRE Systems were a consulting partner of Siemon who headhunted me to join them.

Achievements

  • Won 6 figure contracts with Citi, Bloomberg, BNP Paribas, Morgan Stanley
  • Nominated as Japan office representative on global team responsible for sharing knowledge & supporting key client account representatives with global pitches, as well as join global projects

Supply Chain Coordinator

Oct 2003Oct 2005
Alps Electric - Tokyo

Alps is an IT component manufacturer. I was hired by Alps after winning a place an an Irish Government graduate programme. My primarily role was supply chain planning for Dell and IBM notebook PCs, including liaising with the China factory.

Achievements:

  • Sent to Tianjin, China  to conduct onboarding training of new staff (training done in both Japanese & English)
  • Nominated to visit Dell's factory in Penang, Malaysia to understand a change in production requirements

Education

MBA

Oct 2011Nov 2015
The Open University

 MBA undertaken while working at Apple

Bachelor of Commerce

Oct 1999Aug 2003
National University of Ireland, Cork

Majored in Management & Marketing

Internal Training

  • Selected to participate in MTAC (Managing to Apple Culture), a 7 module global programme for key talent
  • Selected as one of 10 employees in the region in 2016 to attend a prestigious 2 day executive training workshop run by Esposito Communications