Laura Hounsome
Altea
Summary
Dynamic leader & Coach with a proven track record at IBM and Amazon, driving transformative L&D strategies and operational excellence. Expert in leadership development and stakeholder management, I've enhanced learning experiences for over 10,000 individuals, achieving above industry standard NPS. Skilled in Agile methodologies and fostering high-performing teams, my approach boosts engagement and organizational efficiency. Energetic, multi-dimensional professional with demonstrated experience in developing client solutions and achieving results. Passionate about creating workplaces where everyone can achieve fullest potential, advancing capabilities of employees across all levels and parts of company.
Overview
26
26
years of professional experience
Work History
Head of Leader Development Europe Operations
AMAZON
Spain
02.2021 - Current
- Establishes transformative L&D strategies for enterprise-wide success.
- Forges strong partnerships with senior leadership.
- Implements progressive approaches to enhance learning experiences.
- Leads change initiatives to enhance organizational efficiency.
- Guides L&D professionals in skill development.
- Develops a holistic leadership development framework, impacting over 10,000 individuals, including executives.
- Develops scalable frameworks for effective resource planning.
- Cultivates an atmosphere of shared values and goals.
- Monitors program effectiveness by tracking participant progress over time through surveys and interviews.
- Implements structured processes to identify future leaders and develop key skills early in their careers.
- Manages employees responsible for leading various aspects of the organization's leadership development strategy and operations.
- Monitors training costs to maintain the training budget.
- Developed and implemented a comprehensive leader development program, tailored to meet the needs of all levels of leaders.
- Partners with internal HR departments to ensure compliance with applicable laws and regulations related to employee training and development programs.
- Facilitates pinnacle executive leadership programs through in-person, virtual, and blended settings.
- Coordinates with external vendors on projects related to leader development training initiatives.
Head of Learning for EU Amazon Transportation
Amazon
London
01.2021 - 02.2022
- Managed comprehensive proficiency and leadership training for over 22,000 associates and leaders.
- Designed and delivered comprehensive learning programs, ensuring all KPIs were met.
- Worked alongside multiple Amazon Transportation Service sectors and cross-functional departments to enhance organizational efficiency through unified learning programs.
- Orchestrates intricate resource planning processes across globally distributed teams.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
Seller & Vendor Support Senior Site Lead
AMAZON
Bratislava
01.2016 - 02.2021
- Site Lead for Seller & Vendor Support in Bratislava, Vendor Barcelona and VCC (Virtual Contact Center) across Germany & Slovakia – Responsible for driving Seller and Vendor obsession, Operational Excellence and Associate Engagement
- Implemented engagement strategies on-site to boost Associate performance.
- Achieved a 26% growth in ASC engagement between 2015 and 2017.
- Overhauled and administered an extensive site-wide forum generating various accomplishments for all employees based in Bratislava.
- Implemented strategic initiatives to enhance ASC engagement and reduce attrition.
- Year 1 27.3% vs previous year of 38.75%
- Year 2 22.5% (Vs Target of 33%)
- Led growth of the Vendor Center of Excellence team in Bratislava form 41 ASCs to 175 (2016), defined vendor footprint and led expansion to Germany, India, Barcelona and Costa Rica
- Best in network Vendor PRR (Positive response rate) results in 2017 - 88,71% vs WW target of 87% (Up 7% from 2016)
- Transition and growth of VAT specialist team in Bratislava from 5 ASCs to 25 in 2017 including the incorporation of the new VAT Calculation Service team
- Led workshop to identify process improvements & business controls exposures resulting in implementation of a new approval process, financial training for all ASCs and new statute of limitations being enforced thus ensuring more than £2 million of tax refunds were fully compliant
- Concurrently improved ASC engagement by 15% YoY
- Redeployment of Seller ASCs to Vendor organisation (100FTE) with no impact to attrition levels whilst overachieving Seller PRR goals
- 95.9% vs Target of 92.5%
- Gained SDI Facilitator Certification (Strengths Deployment Inventory) and piloted management sessions amongst the EU Vendor team
Services Upline Manager – Sales Transaction Support - EMEA
IBM International Services Center
Bratislava
10.2011 - 12.2015
- Senior leader within IBM’s sales support organisation leading a team of >250 employees both locally and virtually
- Lead for HR, financial/budget management, defining organisation strategy & vision, developing high performing teams & future leadership talent whilst consistently delivering on all KPI’s and exceeding client expectations
- Won prestigious external award (STEVIE) for Sales Support Team of the Year
- Proven track record of improving business results year on year
- Nov 2015 YTD 99% billing accuracy
- (target 97%)
- 80% improvement in business controls compliance between 2013 and 2014
- Year on Year delivering >10% productivity contributing significantly to overall financial targets
- Ability to decrease and maintain attrition consistently < 15%
- Successfully led teams through multiple transformation and change projects
- Known for creating an open and collaborative culture with highly engaged employees
- Responsible for developing multiple first line managers, top talents & professionals
- Based on direct employee feedback, rated as top manager for 4 consecutive years
- Created and deployed an on-line mentoring tool for the Bratislava IBM location >5000 employees
- Mentor to senior leaders globally on the topic of diversity
UKI & South Africa Services Manager – Sales Transaction Support
IBM International Services Center
Bratislava
09.2010 - 10.2011
- Lead a team of 45 people providing sales support for IBM’s large services contracts
- In particular, the delivery of contract management activities related to IBMs signings and revenue reporting, including: invoicing, contract registration & financial reconciliation
- Full accountability for all aspects of people leadership (HR, Talent development, employee engagement etc.) and business management (KPI’s, budget, client satisfaction) whilst driving productivity through innovation
- Promoted to Upline Services Manager after 1 year of the first line manager role as a direct result of my ability to lead a large team through major transformation whilst improving performance to overachieve in all KPI’s
- Identified as Top Talent manager (1% of the organisation) within the Sales Support Organisation
- As a result, successfully led a Client Advocacy Project to improve Client Satisfaction within the Bratislava Centre of Excellence
- Manager of the quarter award received for change management skills demonstrated through Country to Center transition of work movement
- Through successful management, I was able to show an immediate 20% productivity saving whilst maintaining strong business results and client Satisfaction
- Within 6 months of taking over the underperforming team, I was able to improve the team attrition from >40% to <10% through creating a motivational team climate
- Developed an internal leadership programme to accelerate the leadership pipeline
Subject Matter Expert Team Lead
IBM International Services Center
Bratislava
01.2008 - 09.2010
- Provide guidance and direction on policies, processes and tools used to develop, support and manage the delivery of professional services to internal and external clients
- Identify short-term and long-term continuous improvement activities to drive productivity and cost savings
- Successfully led a complex transition of E-business contracts from the UK to the Bratislava Center, including project management, education, on-site support and reaching steady state for project sign-off
- Streamlined and brought commonality across multiple services processes, with key successes in contract closure & reconciliation as well as pre-contract work
- Facilitated workshops to enhance knowledge sharing among team members.
- Mentored junior staff in technical skills and industry standards at IBM International Services Center.
Services Customer Fulfilment Operations & Controls Specialist
IBM UK Limited
Portsmouth
01.2006 - 01.2008
- Process and controls specialist for the complex Strategic Outsourcing Business
- Identifying process improvements (both technical and operational) produce KPI statistics, identify audit exposures
- Finance & Planning Innovation Award for design and implementation of Services Billing Database bringing both productivity savings and creating an auditable storage retention system
Services Customer Fulfilment Business Administrator
IBM UK Limited
Portsmouth
01.2003 - 01.2006
- Administration of large Strategic Outsourcing Deals including validation, registration, billing, financial reconciliation, relationship building and team co-ordination
Event Co-ordinator
MCI Group
Petersfield
07.1999 - 03.2002
- Company Overview: Government funded program to facilitate business to business networking events
- Including: telesales, business administration, account management and on-site event co-ordination
- Government funded program to facilitate business to business networking events
Education
BSc - Criminal Justice Studies
University of Portsmouth
United Kingdom01.2008
GCSE’s - Various Subjects
Churchers College
Petersfield, United Kingdom01.1998
A-Levels - Social Biology, English Literature and Spanish
Churchers College
Petersfield, United Kingdom01.1998
Skills
- MS Office
- Lotus Notes
- Visio
- Coral Draw
- Front Page (web design)
- The Mind Gym
- Customer Care & Relationships
- Assertiveness & Negotiations
- Advanced Coaching
- Leading High Performing Teams
- Telemarketing Selling
- Project Management
- Green Belt Lean Six Sigma
- Agile
- Design Thinking
- Multiplier Facilitator
- Talent management
- Training design
- Succession planning
- Adaptive leadership
- Diversity and inclusion
- Employee engagement
- Executive coaching
- Organizational development
- Influencer skills
- Global mindset
- Strategic visioning
- Public speaking
- Creativity and innovation
- Return on investment
- Curriculum design
- Training management
- Classroom facilitation
- On-site instruction
- Program oversight
- Leadership
- Leadership promotion
- Coaching and mentoring
- Stakeholder management
Hobbies and Interests
- Singer/Songwriter
- Socialising
- Gastronomy
Qualifications Skills
MS Office, Lotus Notes, Visio, Coral Draw, Front Page (web design), The Mind Gym, Customer Care & Relationships, Assertiveness & Negotiations, Advanced Coaching, Leading High Performing Teams, SDI Facilitator Certification, Telemarketing Selling, Project Management, Green Belt Lean Six Sigma, Agile, Design Thinking, Multiplier Facilitator, ICF Coach (ACC)
Timeline
Head of Leader Development Europe Operations
AMAZON
02.2021 - Current
Head of Learning for EU Amazon Transportation
Amazon
01.2021 - 02.2022
Seller & Vendor Support Senior Site Lead
AMAZON
01.2016 - 02.2021
Services Upline Manager – Sales Transaction Support - EMEA
IBM International Services Center
10.2011 - 12.2015
UKI & South Africa Services Manager – Sales Transaction Support
IBM International Services Center
09.2010 - 10.2011
Subject Matter Expert Team Lead
IBM International Services Center
01.2008 - 09.2010
Services Customer Fulfilment Operations & Controls Specialist
IBM UK Limited
01.2006 - 01.2008
Services Customer Fulfilment Business Administrator
IBM UK Limited
01.2003 - 01.2006
Event Co-ordinator
MCI Group
07.1999 - 03.2002
BSc - Criminal Justice Studies
University of Portsmouth
GCSE’s - Various Subjects
Churchers College
A-Levels - Social Biology, English Literature and Spanish
Churchers College
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