Mountain View, CA 94043
United States
July 2005-March 2011
SYMANTEC CORPORATION – Finance 2005 – present
Principal Program Manager
Responsible for driving Finance-related business process improvement and cost reduction programs and projects. Twice awarded the Standing Ovation award, Symantec’s highest award for exemplifying its core values of innovation, action, customer focus, and trust.
· Launched the framework for a $40 million savings opportunity. (June 2010-present)
Supported the application of Genpact's Smart Enterprise Processes (SEP) methodology to Symantec’s source-to-pay (S2P) process in order to help identify opportunities to become more efficient and reduce the total cost of all S2P transactions by $16-40 million, in support of the Finance Victory Plan.
o Collaborated with Genpact and the business to define an implementation plan with multiple workstreams addressing gaps to best practices, including key success metrics across the S2P process to support continual improvement.
o Kicked off the first workstream to improve S2P policies.
· Governed a $2.5 million savings opportunity. (Nov 2009-present)
Partnered with EMS to identify Work Place Solutions outsourcing opportunities. Provided project governance and oversight to Cushman & Wakefield (C&W) and ICG Commerce to define the detailed C&W account re-commissioning plan, including outsourcing of Facilities Management to C&W.
· Protected a multi-million dollar outsourcing business case. (Aug 2009-Feb 2010)
Provided project management governance and oversight for three Finance business process transitions (Accounts Receivable/Credit & Collections, EMEA Contact Center, and Customer Data Hub) overseas to Infosys and Teleperformance.
o Collaborated with business partners, IT, Infosys, Teleperformance, and HP to define and manage the detailed transition project plan, issues, risks, and dependencies.
o Created contingency plans and a business impact analysis to mitigate major network connectivity challenges, resulting in project deliveries on schedule and within budget.
o Helped define and improve the Finance outsourcing methodology and project templates.
· Salvaged a troubled customer-facing project. (Oct 2008-July 2009)
Managed the Finance-led effort to improve ease of doing business with Symantec by delivering Enterprise customer non-technical self-help. Rescued a faltering project from another project manager that was months behind schedule in migrating from an internal to an external CRM tool and creating a searchable knowledge base. Through careful re-planning and timely communication, delivered the project and met all key stakeholder requirements in a timely manner.
· Fostered improvement in customer loyalty. (Oct 2007-Feb 2010)
Supported a global effort to improve Symantec's customer loyalty metric, Net Promoter Score (NPS). Managed a wide range of projects in the Ease of Doing Business initiative, which helped make it easier to do business with Symantec, a key dependency for improving the NPS.
· Strengthened the Quote-to-Cash process. (June 2007-Oct 2008)
Collaborated with the Business Process Improvement (BPI) team to program manage the Quote-to-Cash (Q2C) business process improvement initiative. Led a large cross-functional project team to identify and execute on improvement opportunities, as well as manage and resolve internal customer escalations, resulting in a more robust Q2C process.
· Improved policy compliance and ease of doing business. (Apr 2007-Apr 2008)
Partnered with the BPI team and over 10 business partners on a Symantec-wide effort to address issues with policy compliance, finding policies, verifying the latest policy version, and managing policy differences. Used a Six Sigma/DMAIC methodology as the project framework to create a web-based searchable repository for all Symantec policies, a policy creation process, and a policy template, resulting in improved policy compliance, version control, and ease of doing business.
· Grew a team of project managers and delivered back office training rated 4.07 out of 5.
Led the planning and delivery of back office training in support of the consolidation of the two Oracle instances at Symantec and VERITAS into a single Oracle instance.
o As part of the Enterprise PMO team, collaborated with over 10 Symantec and VERITAS business partners to develop and deliver end user training consisting of over 200 classes provided to over 4000 employees over two months, with an overall satisfaction rating of 4.07 out of 5.
o Recruited, coached, mentored, and managed a team of 7 contractors responsible for developing the training content and co-ordinating the training logistics.
· Proactively addressed merger-related escalations. (April 2005-August 2005) Teamed with KPMG and over 20 business stakeholders to create and staff three worldwide customer response centers to anticipate and address non-technical external customer escalations arising from the Symantec-VERITAS merger. Post-merger, only a handful of issues arose which were quickly addressed and closed out.
Louis Toba, PMP, CSM is now connected to Tom Aurelio.
Recommend Louis