Nigel Henderson
Kells,Antrim
Summary
Results-driven professional with expertise in project and transition management, strategic planning, and solution design. Demonstrates a proven ability to manage business setup and stabilisation, oversee P&L responsibility, and drive financial budgeting and control. Adept at client relationship management, analytical troubleshooting, and fostering adaptability to change. Skilled in people management and mentoring, with a strong focus on effective communication and self-motivation. Committed to delivering innovative solutions that align with organisational goals while ensuring operational excellence.
Overview
34
34
years of professional experience
3
3
years of post-secondary education
1
1
Certification
Work history
Head of PMO (EMEA)
Concentrix
London, England
12.2023 - Current
- Leading a diverse team of 37 Project and Program Managers responsible for Project Management across 38 countries in EMEA
- Developed and implemented Concentrix Global Project Management methodology and tools.
- Diversified team skill sets to include AI, Digital, and Automation product deployments.
- Successfully integrated multiple functional areas following Concentrix and Webhelp merger.
- Supporting Solutions and Sales teams in acquiring new business opportunities.
Transition Director
Webhelp
Paris, France
01.2020 - 12.2023
- Established and directed PMO team to oversee complex global transitions across multiple locations and languages.
- Streamlined transition processes with innovative management strategies, enhancing operational efficiency.
- Developed Global Transition Management methodology to ensure consistency across projects.
- Coordinated cross-functional teams to facilitate effective communication during transitions.
Owner
Pizza et Alia
Durban, South Africa
05.2019 - 12.2019
- Created and managed 150-seat restaurant, reaching breakeven in three months.
- Achieved 27% monthly profit from fourth month onwards.
- Sold restaurant profitably six months post-launch.
Head of Solution Design and Transition
CCI South Africa
Durban, South Africa
12.2017 - 03.2019
- Designed and transitioned solutions, supporting RFP/RFI submissions effectively.
- Transitioned approximately 1,500 FTE across various international markets within eight months.
- Developed a Transition and Change Control methodology to ensure seamless implementation.
Campaign Director
CCI South Africa
Durban, South Africa
09.2013 - 12.2017
- Managed account operations for UK telecom provider, transitioning approximately 1,900 FTE across eight lines of business.
- Achieved a 30% reduction in cost-per-save while enhancing agent engagement by 40%.
Client Relationship Manager
Firstsource Solutions
Dublin, Ireland
05.2012 - 09.2013
- Directed outsource management of 12 business lines for leading Irish telecoms provider, achieving incremental growth in sales and service areas, ensuring cost savings and revenue growth for client.
UK/Ireland Project Manager
Firstsource Solutions
Belfast , Northern Ireland
06.2011 - 05.2012
- Facilitated transition of operations under TUPE regulations for leading Irish telecom provider, managing 600 FTE, and successfully executed ramp-up for leading British media company in voice and web chat, overseeing 100 FTE.
Operations Manager
Firstsource Solutions
Belfast, Northern Ireland
03.2007 - 06.2011
Team leader
Firstsource Solutions
Belfast, Northern Ireland
09.2006 - 03.2007
Development coach / Team Manager / Advisor
Halifax / Bank of Scotland
Belfast, Northern Ireland
03.2003 - 08.2006
Owner
Delivery Boys (Online Food Delivery Company)
Belfast, Northern Ireland
10.2001 - 03.2003
Soldier
British Army
Belfast, Northern Ireland
02.1999 - 10.2001
Officer
South African Defence Force
Pretoria , South Africa
01.1992 - 12.1998
Education
Bachelor of Science - Business Studies
University Of Ulster
09.2007 - 06.2010
Skills
- Project and transition management
- Strategic planning and solution design
- Business setup and stabilization
- P&L responsibility
- Client relationship management
- Financial budgeting and control
- Analytical troubleshooting
- Effective communication skills
- Adaptability to change
- Self-motivation and drive
- People management and mentoring
Personal Information
Languages
English
Beginner
Afrikaans
Beginner
Certification
Certified PRINCE2 Practitioner
EDI Level 3 Certificate in Management / EDI Level 3 NVQ in Management / APPRENTICESHIPS NI Level 3 Apprenticeship in Management
Timeline
Head of PMO (EMEA)
Concentrix
12.2023 - Current
Transition Director
Webhelp
01.2020 - 12.2023
Owner
Pizza et Alia
05.2019 - 12.2019
Head of Solution Design and Transition
CCI South Africa
12.2017 - 03.2019
Campaign Director
CCI South Africa
09.2013 - 12.2017
Client Relationship Manager
Firstsource Solutions
05.2012 - 09.2013
UK/Ireland Project Manager
Firstsource Solutions
06.2011 - 05.2012
Bachelor of Science - Business Studies
University Of Ulster
09.2007 - 06.2010
Operations Manager
Firstsource Solutions
03.2007 - 06.2011
Team leader
Firstsource Solutions
09.2006 - 03.2007
Development coach / Team Manager / Advisor
Halifax / Bank of Scotland
03.2003 - 08.2006
Owner
Delivery Boys (Online Food Delivery Company)
10.2001 - 03.2003
Soldier
British Army
02.1999 - 10.2001
Officer
South African Defence Force
01.1992 - 12.1998
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