Ivo L.

Summary

Serial Change Agent and interim manager with a track record of analysing complex business problems, developing and implementing effective solutions, and delivering results in challenging and dynamic environments globally. Proven ability to define and transform processes with the right balance between customer requirements, efficiency, simplicity, and controllability while managing the change and ensuring employee and stakeholder buy-in. Recognised for high sense of customer quality and client involvement.

Extensive international and multi-cultural experience spans (IT) process & system design and implementations, operations management, administrative backend process management, logistics, finance, salary administrations, commercial management, export management, and food trading.

Key Strengths
Leadership & coaching; Operational implementation; Developing business concepts
Building & developing teams; Stakeholder & Project management; Logistics & commercial acumen; Lean & Agile methodologies; Structured problem-solving Customer focussed; Process improvement; Analytical & numerical; Relationship building; Defining & modelling business processes; Taking ownership / hands-on Pragmatic, discreet & loyal

Experience

Director
Ivolvement B.V.
Netherlands
January-2006 - Present
INTERIM MANAGER - Center of Expertise Cash “Klachten & Verschillen (K&V)”
ING Bank N.V.
Netherlands
April-2016 - May-2020

Managed the CoE Cash Customer Complaint and Reconciliation (K&V) department. Recruited, and coached “Agile” and “Autonomous” teams” with in total 40+ direct reports. Accountable for improving the CoE Cash administrative processes (2000+ cash points, for which the number of customer complaints and reconciliation differences must remain within ambitiously set targets); and preparing the team and processes for outsourcing. Initial 6-month contract extended to improve and simplify existing complex process problems and introduce controls.

 Transformed culture and drastically improved the quality of work, knowledge, communication, competences, and ethics, enabling daily operational challenges to be solved by teams autonomously.
 Utilised Lean Six Sigma techniques to clarify, redesign, simplify and improve 20+ operational processes and controls.
 Reduced the number of customer complaints.
 Enabled all reconciliation differences to be recognised and solved in time and ensured incurring ING losses were well within the targeted budget.
 Created tools for collecting and analysing large volumes of data (+500K lines per day) for administrative controls.

INTERNATIONAL CONSULTANCY SERVICES for cash cycle operators
Ivolvement B.V.
Netherlands
January-2006 - April-2016

Designed and implemented new processes, controls, and improvements for logistic, operational, and administrative processes within the Cash Logistic Industry in various countries across Europe, Africa, & India. (G4S and other national Cash Handling companies), including preparation and management of Cash Cycle tender processes.

 Delivered highly efficient operational and backend Cash Cycle solutions for Cash Centre, CIT, ATM Maintenance, and End to End Retail and Bank Cash Cycle processes. These solutions included logistic and reconciliation requirements for several Cash in Transit providers and Commercial Banks, resulting in extensive cost reductions of up to 50% and meeting the required KPI’s and SLA’s (ATM service industry machine availability SLA’s are +98,5%).
 Introduced efficient and effective Cash Logistic premises layouts, National Bank and Commercial bank Cash Clearing and Cash Recycle processes, and Cash Cycle software solutions.
 Implemented highly efficient and flexible operational processes with very rigid operational controls including changing the organisational structure, defining and implementing new processes, and setting up new administrative controls.
 Introduced Lean Six Sigma tools to increase cash machine maintenance service levels for Scan Coin Netherlands by +15%.

Clients included:

G4S - Uganda, Cyprus, Sweden, Belgium, Netherlands
BNP Paribas - Netherlands
Scan Coin Nederland B.V. - Netherlands
RCCS B.V. - Netherlands
Fina GS - Croatia
Adriatic Security - Croatia
Konsalnet Security SA - Rumania
Nokas Cash Handling - Norway
Media Group - Moldavia
Bankers Warehouse Plc - Nigeria
Logicash Solutions Pvt. Ltd - India

LOGISTIC ADVISORY SERVICES
International Finance Cooperation (World Bank Group)
Nigeria
January-2007 - December-2007

 Designed logistic processes for distribution of cement and wastepaper in Nigeria including defining SLAs and Contracts.
 Developed and delivered workshops for various cement supply chain participants

Several managerial and project functions
GELDNET B.V. / G4S CASH SERVICES B.V
Netherlands
January-2000 - December-2005

INTERIM REGIONAL MANAGER Accountable for: 2 CIT branches & coin processing centre (300+ FTEs)
BUSINESS DEVELOPMENT MANAGER New cash logistic concepts for Banks, Retailers & ATMs (2 FTEs)
MANAGER BUSINESS SUPPORT Managed all operational/backend processes for G4S in Netherlands (15+ FTEs)
PROJECT MANAGER Successfully managed and delivered several highly profiled projects:

• Designed and implemented new logistic, production and backend reconciliation processes that realised 60 - 80% cash process margin increase.
 Created and implemented a Coins circulation process with an annual process intake of >2Bn coins and highly efficient Banknote Cash Centre processes for approximately 250Mn banknotes per annum. Both Coins and Banknote processing centres became showcases for G4S worldwide.
 Reduced customer complaints by 80% and enabled 97% of customer complaints to be handled within one working day.
 Managed the Dutch Euro changeover for G4S in the Netherlands. Defined and executed the Euro changeover distribution plans (on top of the business-as-usual quantities, the distribution and collection of approximately 4000 tons of coins and 250 million banknotes in 3 months).

Commercial Manager
Integrated Logistic Services
Nigeria
January-1998 - December-1999

- Marketing and sales of port, support base and other logistic services to the Oil & Gas industry in Nigeria
- Negotiating contracts for logistic services with different multinational Oil Producing and Service Companies
- Responsible for all daily affairs at the commercial, invoicing and debt collection department
- In charge of commercial tender processes

International Manager Marketing & Sales
HMT International Shipping B.V.
Netherlands
January-1997 - December-1997

- Sales of Break-Bulk Shipping Line Operations to West Africa

Various projects an positions
Various companies
Netherlands
January-1980 - January-1996

 Various Commercial, Financial Consultant and Logistics roles for organisations in the Netherlands including Intexo, The Chamber of Commerce, IKEA, ING-Bank, Logica B.V., and Raak (Holland) B.V a
 Controller Personnel Department - Shell Tankers B.V. - Rotterdam, & Shell International - The Hague The Netherlands
 Manager Ship Chandler Department – Adriatic Agenturen B.V., Rotterdam, The Netherlands

Financial Consultant
Medicins Sans Frontier
Djibouti
January-1992 - December-1992

- Drawing up the MSF’s budget for the Rwanda relief operations in Goma Zaire
- In charge of financial and logistic matters within the Somaliland and Djibouti projects and replacing the country manager in his absence

Education

Change Management
Utrecht Business School
Netherlands
February-2021 - Present

- Change management and leadership April 2021
- Innovation and Business development (Ongoing)

Certified SAFe 5 Agilist
Lean Agile Institute
United Kingdom
November-2020 - January-2021
Black belt Lean Six Sigma
Lean Six Sigma Company
Netherlands
April-2015 - July-2015
Crisis management
Security Academy
Netherlands
March-2013 - May-2013
Bachelor’s Degree in business administration (BBA) - Business Economics
HEAO (evening college)
Netherlands
September-1987 - May-1991