Margreeth Servais-Simons

Guide and realize implementation and change management of the replacement of the terminal management system (TMS) of 3 chemical terminals. Tailor made designed system by vopak/out systems. First time roll out to a non Vopak company.

The orange giraffe: Strongly anchored, not afraid to stand in the clay and at the same time capable to overview the entire scenery.

International expertise in 5000 fte+ companies. Strong relationship builder from corporate management to shopfloor to drive and embed change.

Expertise:

Change / project and program management:

Design and lead:

• Organization & culture change,
• Service delivery Improvement programs to improve NPS
• Efficiency and cost improvement programs
• Continuous improvement programs
• Operational excellence programs
• Digital solutions (TMS/Workday/Infor/OCS/CRM)
  

Learning Management:
Design:

• Global Learning strategy

Implement strategy with:

• Cross functional learning organization global level 35 countries
• Learning management systems (Tracess/Workday)
• Disclose standardized Learning tools for content development including didactic knowledge
• Disclose learning platforms for generic learning and development purposes e.g. Skillsoft etc
• Onboarding programs
• Train the trainer based on Kolb model to develop training skills of local training organisations

IT Strategy
Design and implement:

• Generic Global implementation and Change strategy for IT applications for 67 terminals cross functions in 36 countries (off the shelf and in-house agile built)
  

Line management in Operations, Sales, Business development and Customer Service

Other expertise:

• Counselor inappropriate behavior. (certified member of LVV) - Specialized in policy set up and implementation focused on prevention
• Certified Belbin counselor
• Member of SER Topvrouwen

Responsible for the set up of a strategic Transformation program for commercial and digital initiatives to improve Customer loyalty as an enabler for growth
Key activities: Strategy development, Optimizing, Implementing, Adoption, Change Management and stakeholder management

• Managed multiple strategic projects with numerous sub-projects or workstreams.
• Collaborated with business leadership to set priorities based on business needs, resource capacity and risk exposure.
• Established strong relationships with key stakeholders, ensuring support for program initiatives.
• Developed and maintained logistics workflows, procedures and reports.

Responsible for a variety of projects that contribute to the digital transformation / innovation journey. Responsible for overall project management including planning, budget, training, change management and setup of support organizations including the management of roll out consultants and key user management.

• Maintained schedules to meet key milestones at every project phase.
• Developed comprehensive project plans, identifying risks and mitigation strategies for timely completion.
• Led cross-functional teams for successful project delivery within scope, schedule, and budget constraints.
• Mentored junior project managers and team members to enhance their skills and career growth.
• Monitored project progress, identified risks and implemented corrective measures to acquire success.
• Established effective communication channels with stakeholders to ensure transparency and alignment of expectations.

Responsible for Implementing a Global Learning strategy in 36 countries

Deliverables:

• Global Learning organization including roles and responsibilities and training in Workday Learning
• Learning strategy with various training matrices and models to ensure global compliance and reporting.
• On-boarding program for new Hires
• Disclose tools for in-house development of training (Articulate, inApp support a.o)
• Design and implement standardized assessment and e-learning methodology.
• Global contracts with external learning suppliers to ensure high-quality offering of e-learning with the same look and feel
• Set up and implementation of support organization.
• Train local Learning coordinators in content development and didactic models
• Partner with the business and global learning and adoption coaches to improve learning matrices and create one way of working.

As member of the Management team applied principles of change management, organizational design and business process improvement to stimulate optimal growth. Through varying details of operational functions, targeting deficiencies and replacing with industry best practices, cost are saved in a sustainable way and a continuous improvement culture with optimized logistic processes was delivered

Deliverables:

• 10% cost reduction of yearly OpEx
• Culture change to Continuous improvement culture through workshops, communication and set up of CI team with champions that drive the improvement agenda
• Process improvements of front line logistic processes e.g. maintenance and planning
• Change management strategy for OCS and Infor implementation

Responsible for the change management and implementation of a new HR IT platform.(Workday), introducing a new way of working for core HR processes worldwide (38 countries)

Deliverables:

• Implementation of new appraisal system
• Develop training, branding and communication to introduce Workday to all Vopak employees

Responsible for developing and implementing a Global Service Strategy to improve service delivery performance (NPS) within the terminal network with equal focus on people, process and systems

Deliverables:

• Develop and implement global guidelines on service delivery
• Develop and facilitate training related to customer focused behavior and communication skills
• Develop and facilitate change management workshops (ADKAR model)
• Roll out train the trainer program enabling terminals worldwide to give abovementioned training themselves
• Develop (IT) tooling and templates to support KPI's and continuous improvement plans
• Analyze service delivery processes, complaints, (customer) surveys as input for improvement plans
• Improve existing processes and standardize for all terminals (e.g. complaint handling)
• Set up local CI champion teams to embed New Way of Working

Responsible for Implementation of a learning management system (LMS) with global coverage (64 terminals) including 15 e-learning modules with safety critical operations content and Global training Standard

Deliverables:

• Develop and implement global training strategy, applicable for all operational workforce
• Implement LMS (traccess) at 64 terminals
• Develop interactive e-learning modules, designed in line with KOLB model, adult learning methodology
• Implement KPI's and reporting tools to support compliance
• Implement assessment policy
• Design Change management toolkit to embed the new way of working
• Design Global Training Standard

Responsible for the development and implementation of a Service improvement program for the Europe & Africa terminals to increase customer satisfaction/NPS

Deliverables:

• Implement tailor made service improvement program for each terminal in the EAF network with a significant improvement of NPS for each terminal that went through the program
• Key elements:
• Bottom up approach where local change agents are in charge of service improvement initiatives
• Simplification of key processes, with clear roles and responsibilities
• KPI's to measure performance
• Training program with focus on customer focused behavior and skills.

Various line manager roles in the area of Customer Service, Sales, Operations and Business developments. (+40 employees)