anton roux 2016

Curriculum Vitae: A L ROUX

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Anton Louis Roux P O Box 46080 Durbanville 7551 Western Cape Cell: +27 82 439 0239 Email: [email protected] LinkedIn: http://www.linkedin.com/pub/anton-roux/1/340/b19

Profile: As an experienced senior management consultant, business owner, operations expert and general manager, Anton Roux is well versed and experienced in the relevant responsibilities and expectations of senior level consulting and business analysis across all industries, including the liaison role between business and technical teams - He has Bachelors, Honours and Master degrees as well as more than twenty years' experience in Business Consulting. During his career he spend almost ten years in top tier Consulting houses before starting a private Consulting practise. He is a serving director on two other consulting boards, a Consulting Associate and does Pro Bono work in the Disabled sport sector. He is actively consulting in areas of Strategy, CRM, Operations, Process Improvement, Organisation Development (incl. HR and leadership) and IT as well as short-term teaching engagements; his approach to challenges is driven by his believe that all goals are attainable provided the right aptitude and attitude is utilised.


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Qualifications: Passed the Senior Certificate examination with full matriculation exemption in

December 1985 at High School Andrew Rabie in Port Elizabeth.

Obtained the degree Baccalaureus in the Economic Science (B.Econ) in December 1992 at the University of Stellenbosch.

Completed the degree Bachelor of Business Management and Administration with Honours (BB and A Hons) in December 1998 at the Graduate School of Business of the University of Stellenbosch.

Completed the degree Master of Business Management and Administration (MBA) in December 2002 at the Graduate School of Business of the University of Stellenbosch – The dissertation, “A Roadmap to a Successful Customer Relationship Transformation” was recognized in a circular to alumni as one of the best dissertations of the year.

Professional Employment Summary:

Period from Period to Industry and company

Role

January 1993 November 1994 SANLAM, Financial Services and Insurance

Programmer - Management Information Systems

November 1994 December 1998 SPL Pty(Ltd) Account Executive, Account Manager and Consultant

December 1998 June 2002 Dimension Data Account Manager and Consultant

June 2002 December 2002 PwC Management Consulting Services

Account Manager and CRM Thought Leadership

December 2002 May 2007 IBM Business Consulting Services

Account leadership, CRM thought leadership, Led the Contact Centre Optimization and Channel Integration Groups, Coaching, Contact Centre Optimization SME

May 2007 Current Antology Business Consulting

Founding Partner


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2016

LECTURER

Employed as lecturer to teach a complete course on Operations Management 3 (in terms of the NQF it is designated as a 20-credit module on NQF level 7). This spans 12 contact sessions of 3 hours each. This course was lectured to three different studentgroups over both the first and second semesters. Industry: Professional & Business Services

SERVICE MANAGER

Creating and running a service function for a professional service practice to service an international financial services(insurance) client base. This included the evaluation and implementation of an appropriate service desk technology and establishing optimal processing. Industry: Professional & Business Services

ORGANISATION

DEVELOPMENT

Developed and executed a management assesment at an international IT Services firm to improve performance – this included group-wide as well as individualised assesment and development plans. This project was run directly from the desk of the CEO. Industry: Technology

2015

LECTURER

Employed as lecturer to teach a complete course on Operations Management (in terms of the NQF it is designated as a 20-credit module on NQF level 7). This spans 14 contact sessions of 2 hours each. Industry: Professional & Business Services

RETAIL TURNAROUND

Lead consultant on crafting a turnaround strategy for a fashion retailer which was placed under business rescue. The strategy included and covered all aspects of the business, but the main focus was on the financial and operational (including process optimization) well-being, with aspects of HR getting special attention. Industry: Retail

LECTURER

Employed as lecturer to teach a complete course on Retail Mangement (in terms of the NQF it is designated as a 20-credit module on NQF level 5). This spans 15 contact sessions of 2 hours each. Industry: Professional & Business Services


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2014

LECTURER

Employed as lecturer to teach a complete course on Service Marketing (in terms of the NQF it is designated as a 20-credit module on NQF level 7). This spanned 14 contact sessions of 2 hours each. Industry: Professional & Business Services

OPERATIONS OPTIMISATION

Conducted a full-time project spanning 3.5 months onsite at the customer to design and deliver operations improvements. The customer, a staffing solutions company, required improvements on their process, people and technology dimensions to deliver on clear output goals. This was achieved through a well-designed solution plan that focused on improving the people dimension first, process second and optimising the existing technology investment. All improvement goals set by the customer were exceeded within the allotted time and under budget. Industry: Professional & Business Services

DOCUMENT MANAGEMENT

Conducted an assessment to determine the tactical reality of the existing document management regime at a JSE listed company and to provide guidance on creating the appropriate roadmap for the near term future. Through onsite interviews, online questionnaires and offline research, a report was delivered that not only provided insight into the risks and opportunities within the current environment, but also a template with which to evaluate potential technology suppliers to the group. Industry: Professional & Business Services, Building & Construction

MANAGEMENT ASSISTANCE

A variety of management services were provided to clients, these included:

- A not-for-profit organisation where services of management consulting and coaching were provided to the Executive Director. Industry: Sport

- A not-for-profit organisation where services were provided to design and execute an online survey among their constituents to determine feedback on their services delivered. Full analyses of the feedback were provided and delivered in a report to the BoD of the organisation. Industry: Sport

- A post graduate academic institution where thought leadership is provided to the alumni organisation, particular to the fields of Management of Technology and Sustainability. Industry: Professional & Business Services

- A not-for-profit organisation where services were provided to design and execute an online survey among their constituents to determine feedback on their services delivered. Industry: Military Veterans


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2013

SERVICE ASSESSMENT

Conducted an in-depth study of a multi-national IT services organisation to determine their service ‘fitness’ in terms of ITSM readiness, organisation structure, HR compliance and operational risk, including SLA exposure. A comprehensive feedback report was delivered that contained, apart from the assessments, detailed plans-of-action to remedy the identified shortcomings. Industry: Technology

BID MANAGEMENT

Provided guidance and support to a multi-national IT services organisation to collate and compile a comprehensive multi-million Rand proposal to a JSE listed company. This included assessing the potential exposure risks and the appropriate offset planning thereof. Industry: Technology



- A not-for-profit organisation where services of management consulting and coaching are provided to the Executive Director Industry: Sport

- A not-for-profit organisation where services were provided to design and execute an online survey among their constituents to determine feedback on their services delivered. Full analyses of the feedback were provided and delivered in a report to the BoD of the organisation. Industry: Sport

- A post graduate academic institution where though leadership is provided to the alumni organisation, particular to the fields of Management of Technology and Sustainability. Industry: Professional & Business Services

- Provided advisory services to numerous entrepreneural startups with regards to strategy, compliance and execution. Industry: Professional & Business Services


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2012

OPERATIONS MANAGEMENT

Employed on a one-day-a-week basis at a multi-national IT service provider to provide professional oversight over their full-time operations manager and the services rendered by them. This included the full spectrum of managed services provided by an IT organisation including ITSM compliance, organisation structure and development, governance compliance, general business consulting and client legal frameworks. Industry: Technology

DATA MANAGEMENT

Employed on an ad hoc basis at a service provider to the financial services sector to provide professional service pertaining to their data needs. This included liaising with their client IT and financial data departments for the provision of correct datasets as well as the downstream service providers to formulate, extract and present the analysed data for interrogation and final submission to SARS. Industry: Financial Service



- A start-up consulting business where a position as Director was taken up Industry: Professional & Business Services

- A not-for-profit organisation where services of management consulting and coaching are provided to the Executive Director Industry: Sport

- A manufacturing/re-seller organisation where service provider liaising was provided as well as implementation oversight on a selected CRM package Industry: Manufacturing & Engineering

- A post graduate academic institution where though leadership is provided to the alumni organisation, particular to the fields of Management of Technology and Sustainability. Industry: Professional & Business Services

2011 CRM EVALUATION

Evaluated the current CRM environment of a manufacturing/re-seller organisation to produce an optimisation roadmap of their current CRM investment, focussed on increasing the customer satisfaction and operational effectiveness metrics. The project included the development of a comprehensive CRM functionality list, which was used to both evaluate their current implementation and to


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determine the desired functionality by means of an online survey of the stakeholders. On-going consulting support is provided as and when required by customer. Industry: Manufacturing & Engineering

SERVICE DESK

IMPLEMENTATION

Successful oversight on the implementation of a Service Desk at a multi-national client. Oversight included the provision of staff training on ITIL fundamentals, service desk application implementation and roll-out to customers. Ongoing consulting support is provided as and when required by customer. Industry: Technology

PERFORMANCE

MANAGEMENT PROJECT

Designed, implemented and executed a full organisational performance evaluation of a multi-national client with 50 employees. This included the setting of the ratings parameters, training to the review managers, oversight on review sessions, and the capture of the results. Industry: Technology

2010

HOUSTON SERVICE CENTRE

Crafting, implementing, running and supporting an integrated service centre capability to support a global customer base across time zones to meet contractual service obligations. The crafting of the solution included gathering the user requirements, evaluating CRM technologies and selection of the most appropriate in this environment. Managing the development of a customer portal for this Service Centre formed a key component. Industry: Technology

ONLINE HUMAN RESOURCE

MANAGEMENT

Crafting, implementing, running and supporting an integrated HR management technology platform. The crafting of the solution included gathering the user requirements, evaluating relevant technologies and selection of the most appropriate for this environment. Industry: Technology

ONLINE CLIMATE SURVEYS

Designing, implementing, running, collation of the results, coupled with the provision of analysis for an internal Climate Survey for an international software development organisation. Industry: Technology

SERVICE DESK ASSESSMENT

Evaluating the current environment to produce an optimisation viewpoint of the current client Service Desk Infrastructure investment, focussed on increasing the customer satisfaction/service delivery metric. Industry: Technology


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SERVICE DESK TECHNOLOGY

SELECTION

Gathering and documenting the user requirements which were used to evaluate different technologies for goodness-of-fit. Compiling a short list of technologies for final selection based on functionality, financial viability, strategic fit and IT governance principles, including ITIL compliance. Acquiring final quotes and building cost of implementation, running and support cash flow projections across technologies on shortlist. Industry: Technology

2009

INTEGRATED SERVICE

CENTRE

Crafting, implementing, running and supporting an integrated service centre capability to support a global customer base across time zones to meet contractual service obligations. The crafting of the solution included gathering the user requirements, evaluating CRM technologies and selection of the most appropriate in this environment. Industry: Technology

ONLINE CUSTOMER SURVEY

Designing, implementing, running, collation of the results, coupled with the provision of analysis for a customer survey for a national sport administration body. Industry: Sport

2008 HOSTED INSURANCE APPLICATION ARCHITECTURE (IAA) SOLUTION

Crafting an agreement to manage the support relationship with an international customer to meet contractual service obligations whilst ensuring the financial health of the agreement. Project Contribution: Negotiating with customer, creating and the provision of oversight to the Support Agreement structure and content. Industry: Technology

PRE-SALES SUPPORT

Supporting the crafting of proposals for: Santam Claims RFP Sanlam Policy Administration RFP Sanlam Re-Insurance Solution Discovery Channel & Commission System JD Group Insurance RFP

Industry: Financial Services Project Contribution: IAA Process Mapping Solution Context Project Scoping

Proposal QA


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2007 SHORT TERM INSURANCE IAA SOLUTION

Envisioning, Designing and Implementing an IAA short-term insurance solution on an existing IAA platform. Industry: Financial Services Project Contribution: Leading the solution crafting with business- and technical resources, whilst harvesting the knowledge gained and packaging it into an engagement roadmap for future re-use.

2006 SERVICE DESK ASSESSMENT

Evaluating the current environment to produce an optimisation viewpoint of the current client Service Desk Infrastructure investment, focussed on increasing the customer satisfaction/service delivery metrics. Industry: Retail Project Contribution: Leading and delivering the assessment of a current Service Desk facility as a SME. This included the technology (hardware & software, processes, cost components and alignment with ITIL compliance).

SHARED SERVICES CONTACT CENTRE DESIGN AND IMPLEMENTATION

Consulting with an IBM team who was appointed to guide the successful design and implementation of a Shared Services Unit at the client. Industry: Technology Project Contribution: Project Manager of Contact Centre Design and co-managing the program with the client to guide, design, optimise, document and deliver the final Contact Centre. This included software, hardware, processes, training and change management deliverables that were aligned and qualified against global best practises.

PROGRAM PHAKAMA FEASIBILITY PROGRAM

This Program investigated different scenarios, the feasibility thereof for the client and communicated the findings via a high level roadmap depiction. Data was compiled and the current situation of the client analysed in order to design a TO-BE reality where industry best practices, stakeholder objectives, standards and improvement opportunities were key. This project delivered a consolidation scenario with opportunities for improvement, recommendations and evaluated future evolution capabilities. Industry: Public Sector Project Contribution: Leadership of the Contact Centre Infrastructure Feasibility study project, as well as program management guidance on other feasibility studies, namely Single Site Revenue Management & Head Office Study and the feasibility study for Walk-in-Centres / Depots / Pay points.


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2006 List of objectives attained in CCI project:

1 Understand Customer Environment 1.2 Organisational and Contact Centre Framework 2 Analyse AS-IS Situation 2.2 Analyse each Contact Centre 2.2.1 Understand each Contact Centre General Figures 2.2.2 Understand organisation structure and capability of

Agents 2.2.3 Analyse Operating Model 2.2.4 Analyse Productivity Ratios 2.2.5 Services Rendered 3 Define Vision 3.2 Consolidated Scenario Design 3.3 Consolidated Scenario Business Case 3.4 Develop Roadmap

AMP REVIEW PROJECT Consulting with a Retail SME, an evaluation was done on the right fit of product (Connect3) insofar the Advertising, Marketing & Promotions requirements of the client. Findings, guidance and recommendations were delivered coupled with a high level project plan for implementation. Industry: Retail Project Contribution: Providing local cover through assisting international AMP SME. This included customer liaison and interlacing, documentation, follow-up and project management.

2005 TOLL FREE HOTLINE

Consulting to a consortium, BRIM, who was appointed by DWAF (Department of Water Affairs and Forestry) to implement a toll free hotline by appointing appropriate technology partners, and evaluating and guiding all tender procedures through to implementation. Industry: Public Sector Project Contribution: Appointed as a Subject Matter Expert with specific responsibilities towards managing the risk for BRIM (and ultimately DWAF) insofar the design, selection and implementation of the solution is concerned.

PROGRAM PHAKAMA

The City of Joburg had developed a vision to make Johannesburg a world-class city in which all its citizens will be able to enjoy increased prosperity and quality of life by 2030. In order to achieve its vision the CoJ embarked on a road that will take it to a high-level of sustainable economic growth thus ensuring a better life for all.

On the journey to implement this vision, city management wanted to: improve service delivery through improved customer relationship management; develop a sustainable


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2005 revenue base through improved billing and revenue management; and develop an integrated approach to service delivery. Industry: Public Sector Project Contribution: Contributing Team member of the Customer Interface Value Chain during the Planning and Blueprint Phases of the project.

Planning Stage * Complete as is value chain analysis for all CoJ entities and UACs. Blueprint Stage * Component Business Modelling. Developed CBM base map, to-be application view, as-is and to-be organizational views * Defined value chain * Defined end to end business scenarios * Identified critical issues associated with business scenarios * Defined value chain performance indicators * Identified and confirmed business rules * Decomposed the value chain into building blocks * Defined building block mission * Defined building block critical success factors * Defined building block performance measures * Define building block process groups using the SAP ISU reference model (provided by systems integrator) and mapping it onto the CBM CIVC map of the CIVC Operating model * Developed the blueprint, focused on the SPORTS elements framework.

PROVISION OF THE BUSINESS AND TECHNICAL LEADERSHIP TO VODACOM SERVICE PROVIDER COMPANY TO GUIDE AND IMPLEMENT AN ONDEMAND SALESFORCE AUTOMATION SOLUTION.

Provision of assistance to VSP for the establishment of business requirements and the subsequent configuration of the Siebel CRM OnDemand product to meet the established requirements. This included requirements definition, configuration, data loading as well as process consulting and training. Industry: Telecommunications Project Contribution: Project Lead - Worked with the client to (in the role of SME) to define user requirements for Sales Force Automation, and based upon client requirements, established the new business processes.


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2004 LED TECHNOLOGY AND INFRASTRUCTURE TEAM IN DEVELOPING A CONTACT CENTRE FOR ESKOM TO PROVIDE A SHARED SERVICES CAPABILITY

The project to design and implement an HR Service Desk within Eskom commenced in June 2004, following the development of an HR shared service centre strategy. IBM was contracted to provide support during these implementation stages, together with subcontracted BEE partner Nokusa. The design and implementation stages were planned for the period June to October 2004 with the go-live of the new Service Desk on the 1st November 2004. Industry: Public Sector Project Contribution: Leadership of the Technology & Infrastructure team with various responsibilities pertaining to the team and the project towards the successful implementation of the Shared Services unit contact centre. The team had to design and deliver the successful implementation of the functional and integrated contact centre that spans four channels, multiple functions and multiple enablement layers across the different required technology components within the clients IT architecture and business practice boundaries.

LED CALL CENTRE REPORTING ASSESSMENT – CITY OF JOHANNESBURG, JOBURG CONNECT

The need for an integrated and comprehensive reporting review across Joburg Connect were identified in 2004 and this project covered the development and implementation of said review. A special focus was placed upon the reporting regime and as such, a number of reporting initiatives have been launched across the business in the past, many of them based on ad hoc requests. These initiatives were driven by a number of business requirements and have all occurred without any umbrella reporting parameters in place to guide development, distribution and maintenance. The report delivered a comprehensive high level roadmap to attain the desired goals. Industry: Public Sector Project Contribution: Project Manager with all the inherent responsibilities associated with the position, but also including subject matter expertise.


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2003 DEVELOPED STRATEGY DOCUMENT TO GUIDE SANLAM'S E-COMMUNICATIONS PRACTICE

The need for an integrated and comprehensive Electronic Communications strategy across Sanlam Life was identified as part of a CRM Roadmap exercise in 2001. This need were re-affirmed during the creation of the Solution Migration Plan (Q3 2003) and the development and implementation of such a strategy (as part of a wider E-Business strategy) were included within the Marketing as well as the New Business, Underwriting and Policy Administration Value Chain components of the Roadmap. The report delivered a comprehensive high level roadmap to attain the desired goals. Industry: Financial Services Project Contribution: Project contributor with all the inherent responsibilities associated with providing the subject matter expertise.

1999-2003 FULL-TIME ON-SITE CONSULTANT TO VODACOM WITH VARIOUS RESPONSIBILITIES PERTAINING TO BOTH THE PROTOCALL PROJECT AND APPLICATION.

This project centred on the development, implementation, support as well as the ongoing enhancement and support of the Protocall application. Said application was the sole client interaction medium for the customer and was used by +- 2000 contact centre staff in a 24/7 environment across six dispersed locations. Industry: Telecommuniccations Project Contribution: Siebel Functional Lead Siebel Requirements Mapping Identification of appropriate Siebel module(s) Support manager Managed the 24/7 support of Protocall application, including release management. Team & Account Management Leading team of technical experts. Providing liaison and opportunity generation between team

and customer. Approximate annual account value of ZAR4 million. Requirements Mapping Identifying, collecting, analysing and mapping of Business

requirements to an appropriate technology.

1995-1997 FULL SUPPORT WITH WIDE RANGING RESPONSIBILITIES TOWARD BOTH THE CLIENT AND THE APPLICATION AT SANLAM.

Crafting and implementation of a financial consolidation solution for client Industry: Financial Services Project Contribution: Full Lifecycle, including:

Pre-sales, Design, Implementation, Support and Account management


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1995 CONVERSION OF EXISTING EIS APPLICATION AT SANLAM

Port a competitors EIS to a client-server architecture Industry: Financial Services Project Contribution: Designed, sold and delivered a port of a competitors EIS, which were mainframe based with OS/2 clients, to a client-server architecture utilizing Commander Prism and Briefing Book for Windows clients

CONVERSION OF AN EXISTING EIS APPLICATION FOR SHELL

Convert an existing EIS to a client-server architecture Industry: Petrochemical Project Contribution: Assisted in converting a mainframe based EIS application into a client-server solution utilizing Commander Prism and Visual Basic.

1993-1994 Programmer at SANLAM

Employed as a Programmer in Systems Division Industry: Financial Services

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