Laurent Jary

Tools Support expertise Product Operations Management Cost/Efficiencies strategy and delivery End-to-end program management

Responsible for driving / managing the following across Trust Operations globally by leading: 1. New partners onboarding decision and implementation 2. Operational Rigor across all Partner Sites and all functions 3. Partner location strategy to enable a world class scalable operations at the most optimized cost. 4. Cost Control and optimisation 5. Trust Operations Partner Budget vs Spend globally and driving Cost optimization initiatives 6- Innovation strategy

Drive global partner strategy for Trust Ops organization Selected on going realizations: • Ensure a 100% Business Continuity Plan for all workflows at partner sites • Own the global partner budget – control invoices/budget – and cost optimization initiatives • Decide site allocation of existing and new workflows • Initiate initiatives to improve partners relationship (customer survey) and execution (productivity)

Develop a robust ecosystem for the commercial support team in the region to improve Customer experience through escalation management, digitalization initiatives implementation, operational execution and network flexibility enhancement. Selected achievements: - Created and drove Client escalation team (40 team members across APJ), improving SLA by 30% and internal sales satisfaction by 20% - Pioneered in implementing Social media (WeChat) for Chinese customer. Increased traffic by 100% monthly - Led new partner sites implementation in India, China and Japan, reducing opex by 20% - Maintain and exceed operational performances in customer experience (90%+) and warranty cost

Helped the APJ Technical Support organization gaining in structure optimization, cost control, operational execution and standardization. Selected achievements: - Doubled up the partners/vendors volume to provide more flexibility with our business network - Governed the resources planning vs forecast to ensure cost control (opex and capex) - Managed chief of staff role, handling executive presentation preparation for the entire region - Drove technical support partners/vendors key performances indicators for all APJ Client business - Built and led the sustaining and quality teams : successfully passed ISO audits, increased 6-sigma projects realizations, increased enterprise agents certifications by 200% in 18 months

Led the entire Technical Support organization for French speaking customers (400+ team members). Represented the support organization at the board of directors in Casablanca site. Established a winning culture for all the organization. Selected achievements: - Reduced yearly attrition from 34% to 11%, through direct, inspiring and transparent communication - Improved and then exceeded operational business indicators: Customer Experience (from 82% to 91% - Increased point of need revenue through ad-hoc offerings (700k$/Q) - Led 6-sigma culture for the entire organization: 2 team members selected for the WW Quality day in HQ

Supported EMEA Customer services organization by leading the implementation project team. Bridged the relationship between the global design team and the operational regional/country teams. Selected achievements: - Built a team of 10 project managers across EMEA - Implemented global projects end-to-end processes: actively participated to the design phase, engaged the operational teams by raising their feedbacks, validated key success factors through post-implemented checks (30-60-90 days) - Projects implemented: Global Support Services offerings, Queue structure harmonization, Revenue generation (from 5M$ to 25M$ in 18 months)

Worked as program and quality manager for South-EMEA. Worked on country and regional projects for the support organization and the entire site. Key achievements: - Built a 40 team member organization between the Montpellier and Casablanca sites - Improved customer experience from 56% to 86% in 3 years thanks to programs developed around technical & behaviour skills, kept best regional performances 4 years in row - Developed Point Of Need (PON) revenue for EMEA from 14M$ to 24M$ in 1 year - Awarded for being the first region certified ISO9001 in support teams, then built the team to engage and entertain the regular audits processes - Led the new Casablanca Dell site implementation project: 200 team members taking calls in 6 months - Certified Advanced Green Belt, trained black belt, exceeded target of 2.5M$ savings yearly - Developed the entire forecast/capacity planning governance for South-EMEA support teams.