CURRICULUM VITAE : HUGH M MCDONALD

Summary of Skills

Client Account Executive with full P&L, business development, investment and operational delivery responsibility for 3 outsourced accounts delivered from 7 sites: Delhi & India (200 Staff); Dalian China (400 staff), Foshan China (200), Brisbane Australia (50 staff), Sofia Bulgaria (150 staff) & Belfast (200 staff);

Account contract(s) value of $100M with annual revenue of $35M. Responsible for Managing the Client Relationship at Board Level, Business Development, Revenue &

Profit growth as well as Service Delivery Outsourcing Contract Negotiation and Business Development over last 8 years Certified Solution Architect, Business Process Outsourcing (BPO)

o TCV of deals led ranged from $20M-$500M, typically $50-$250M. Deployment of leading edge process automation and speech analytics technologies. Leadership of multi-disciplined BPO Bid Teams though end-2-end cycle (RFI to Contracting) Detailed knowledge of global outsourcing / off-shoring capabilities, risks and best practice Management of multinational contact centres (onshore, near shore and offshore) and multi-disciplined

multi-lingual teams Leadership, development and motivation of large multi-lingual and multi-discipline teams Financial acumen including full P&L ownership and optimisation, commercial pricing models and

business case development Process Optimisation, Continuous Improvement, 6-sigma and Re-Engineering Engineering & Quality Assurance Management Software and Production Engineering

Summary of Key Achievements

Winner of Concentrix President Club, 2016, for over achievement vs Revenue and Profit targets Business Growth into Asia Pacific during 2015 and 2016 with new sites in Bulgaria, India, China and

Australia (2015) Expansion of existing scope in India adding new site in Pune (2014) Negotiated 3 yr Contract Extension with expanded scope on existing accounts (2013) P&L Transformation of accounts improving Gross Profit by 50% in 12 months (2012) IBM Sales Eminence Award 2012 and 2013 Signed 6 outsourcing deals with combined TCV of over $350M between Sept 2010 and July 2013 Global Excellence Award, IBM Global Process Services (2011) Certified Solution Architect (2009) As Northeast Europe Sales operations manager, created management system to optimise interlock

between Sales and Supply Chain organisations. (2006) As senior manager of IBM’s European Customer Fulfilment contact centre, ran a team of 5 managers

with 200 multi-lingual professionals to deliver: $1 Billion annual throughput: Order receipt to Invoice 100% Audit compliance 15% CSAT improvement in a B2B environment

Designed and managed development of a real-time Web based order tracking and operations dashboard tool supporting IBM’s first venture into TeleWeb Sales of PC Hardware (leading edge in 2001)

Youngest manager on PC Production Site of 5000 staff. Responsible for Quality Assurance of 3 production facilities producing 1 million PCs annually. (1998)

Managed the setup and launch of the first IBM Business partners in Central and Eastern Europe (Romania and Czech Republic) authorised to assemble IBM PCs under licence (1999)

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CURRICULUM VITAE : HUGH M MCDONALD

Education

B.Eng Honours (2:1), Electrical and Electronic Engineering, Heriot-Watt University, Edinburgh, 1990

Employment History Summary

Synnex-Concentrix UK : 2013 – present (via acquisition of IBM Customer Care Outsourcing Division)IBM UK Ltd : 1990 -- 2012

2010-present Director, Account Management, Global Outsourcing Services 2008-2010 Lead Solution Architect, Business Process Outsourcing, Contact Centres2006-2008 Delivery Architect, Business Process Outsourcing, Contact Centres2005-2006 European Brand Sales Operations Manager2003-2005 Senior Manager, European Fulfilment Contact Centre, Integrated Supply Chain2002-2003 Business Operations Manager, IBM Resellers2000-2002 Customer Operations Manager, Internet & Telesales 1998-2000 Process Development Manager, Integrated Supply Chain1997-1998 Quality Assurance Manager, Personal Computer Manufacturing1996-1997 Business Partner Development Manager, Central/Eastern Europe & UK1994-1996 Customer Technical Support Engineer, Customer Project Office Manager1993-1994 OEM Marketing Support Engineer1990-1993 Manufacturing Process & Software Engineer

Personal Details

Name Hugh M McDonaldDoB 5th December, 1968Sex / Martial Status Male / Married with 2 children Email hughmmcdonald@gmail.com

Remuneration

Current package includes:

Base Salary Target driven bonus Annual Signings bonus Car allowanceStock OptionsCompany Pension Private Health Care

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CURRICULUM VITAE : HUGH M MCDONALD

Employment History

2010 – Present Director, Account Management, UK Telco Account & Global Consumer Electronics BrandClient Account Director for 3 Outsouring Contracts:

A Global Consumer Electronics Brand covering 4 sites / 850 staff globally. A leading UK Telecommunications provider, 2 sites and 300 staff. A digital media company, 1 site and 50 staff

This roles entails ownership of the account P&L, business development, investment, revenue and profit growth, operational performance and client satisfaction. Management of all services under the outsourced contract and resolution of any associated issues. Negotiation of all commercial elements between Concentrix and the Client. Compliance with any regulatory requirement associated with the delivery of the Services to the Client. Interlock with Client on future business planning strategy and additional service scope with focus on delivery quality, continuous improvement, innovation and profitable revenue growth.

Responsible for 1200 staff across 7 delivery locations in UK, India (x2), China (x2), Bulgaria and Australia.

2008 – 2010 Lead Solutions Architect, Business Process Outsourcing, CRMLead an Engagement team from RFI through to contract signature. This involved creation of the bid team including external partners, the BPO solution itself, the business case, pricing and base T&Cs. Typically an engagement lasts 2-6 months and requires frequent interaction with the client to develop an optimised outsourcing solution and business case. The role necessitates broad business knowledge, an innovative approach to solution design and tools, a detailed understanding of offshore/nearshore/onshore delivery capabilities, client performance metrics and the variables which drive them and the ability to create effective relationships with client stakeholders and internally. The role also requires a high degree of intellectual flexibility, the ability to respond to competitor initiatives and offerings, the ability to work to tight deadlines and also the composure to listen to client requirements and preferences and shape a solution accordingly. Attained Solution Architect Certification in 2009.

2006 – 2008 Delivery Architect, Business Process Outsourcing, CRMDevelop, design and costing of the delivery element within the overall outsourcing solution. This involved assessment and selection of global delivery locations, agent resource suppliers, facilities and IT. It also required assessment of proposed Toolsets, design of organisational structure and governance systems and evaluation of client SLA and volumetric models to ensure a high quality and “deliverable” operational model at a competitive cost.

2006 Data Management Centres, Global Operations ManagerFinancial and operations management of data management centres in India and Europe (UK and Bratislava). Key elements of the role were to establish an effective management and measurement system to ensure each site was fully staffed, operating within budget, adhering to defined process KPIs and delivering in line with the required productivity, quality and customer satisfaction parameters.

2005 – 2006 Brand Operations Manager, Hardware Sales, Northeast Europe HQ Manage and drive European Sales Operations teams and the HW Supply Chain teams to optimise revenue shipments, market share, logistics and client satisfaction for IBM Server products. Reporting directly to the European Vice President, responsibilities also included daily cadence with European and Worldwide Executive Management and weekly performance reviews with Global Brand GM.

2003 – 2005 Senior Customer Fulfilment Manager, Integrated Supply Chain, EMEAOrder Fulfilment Manager for Europe, Middle East and Africa (EMEA). Five reporting managers and a staff of 200 multi-lingual professionals. Primary responsibilities included Customer Interface, Business Controls, Audit Compliance, Operations Budget, Country and EHQ interface, Order Processing (Order Receipt thru Delivery and Invoicing), Customer Financials Claims. The operation processed orders and billing for the EMEA Intel Servers and Options product set, a revenue in excess of $1 Billion annually

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CURRICULUM VITAE : HUGH M MCDONALD

2002-2003 Business Operations Manager, IBM ResellersFirst Senior 2nd management position, responsibilities included: Operations Budget, Order Processing and Shipment, Interface with Telesales and Field Sales, Systems Set-up and Maintenance, Business Controls, Returns, Performance Measurement and Reporting. Three reporting managers with a staff of 45 professionals.

2000-2002 Customer Operations Manager, Internet and Telesales Creation of an operations team to support IBM’s entry into Internet and TeleSales of PCs for the Consumer and SMB Customer Segment. Management of end-to-end Order Processing from Credit approval through order placement, Manufacturing to Customer delivery and invoicing. Development and deployment of new business systems and processes to support revenue growth and business expansion. Business performance reporting and improvement initiatives. Highlights included the design and deployment of a ground-breaking, real-time, Web order tracking tool.

1998-2000 Fulfilment Process Development ManagerDesign, development and deployment of pan-EMEA Fulfilment Processes, Tools and Marketing Initiatives. The role included the building of a Process Development Team of 16 highly skilled project management professionals. Projects typically bridged several disciplines including Marketing, Sales, IT, Reengineering, Manufacturing and Legal. Key role in the successful deployment of SAP Fulfilment.

1997-1998 Quality Assurance ManagerResponsible for Quality Assurance of PC Desktop Brand across several high volume Production Facilities. Annual throughput of approx 1 million PCs per annum across 3 vendors and production facilities. At this time, I was the youngest manager on the production facility 5000 staff.

1996-1997 Business Partner Development ManagerDevelopment and technical certification of Business Partner facilities to enable them to support IBM’s Authorised Assembly Program. This role involved weekly visits to Business Partners across Central and Eastern Europe and the UK, working with the BPs and IBM Country Sales & Marketing teams to ensure revenue targets were met whilst manufacturing quality standards.

1994-1996 Customer Technical Support Project Office LeadEMEA Critical Situation (CritSit) manager. Creation and management of multi-disciplined Technical Support Project Teams to resolve Critical Customer hardware issues (Level 3+ support). The Project teams typically comprised personnel from Sales, Engineering, Development, Field Support, Manufacturing and Logistics.

1993-1994 OEM Marketing SupportBusiness and Technical Support to IBM’s OEM Sales Team. Collaboration and interaction with Spanish and Portuguese Sales teams in the development of IBM’s OEM business in these countries. I also had the dual responsibility of promoting IBM’s Outsourcing manufacturing capabilities including the creation of costing proposals to provide outsourced manufacturing services for the manufacture of computer circuit boards directly to clients.

1990-1993 Process & Software EngineerDevelopment of Production Test Software & Hardware to support high volume computer circuit board production line.

Additional Information Effective Leader with advanced business, technical and analytical skills, complemented by a people centric

approach Excellent IT skills with the experience and knowledge necessary to visualise and deploy major strategic, process

and IT solutions. Numerous management, personal development, technical and coaching courses completed Clean Driving Licence Sporting Blue (Football), Heriot-Watt University. 1989

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