Channel and Partner Management - Africa, South and North Europe
The Situation
Business Transformation for US based e-Assessment organisation in a challenging working environment in Africa and Europe.
- Sub-Saharan Africa is lowest performing region globally
- Failed to attract new clients and clients refusing to operate in an environment where quality and security of high stake exams being compromised
- Volume and revenue down in major Economy within Sub-Saharan Africa
- Disengaged partners and employees in the region
- The organisation may lose business of global clients
The Task
To improve overall performance i.e. revenue, volume, security and quality of high stake exams in Africa region.
Transform business and provide new strategic directions to be successful in the region.
Africa was the lowest performing region globally and the organisation failed to attract new clients and some of the high stake exam testing clients refused to operate in the region.
The Action / Approach
Current State: Travelled extensively in the region to build relationship with key stakeholders and partners and to understand the major reasons for low performance of business partners in the region.
- Assessment of Current stated and Vision: Thorough assessment of the business. Developed a clear vision for the future state to be successful in the region.
- Leadership and Stakeholder Alignment and Engagement
- Defined clear objectives and key perform indicators
- Introduced PDCA to create mindset of continuous improvement and improved processes for better efficiency and effectiveness
- Hard and soft skills alignment among all key stakeholders
- Focus to meet customers expectations
- Regular performance measurement review with partners and staff and effective communication to keep all stakeholders informed on new processes.
- Introduced extrinsic and intrinsic reward system when you meet KPIs
The Result
- Established an academic and professional exams channel of 70 partners to increase performance and efficiency. Maximised 20% Year-on-Year revenue through insightful planning and leadership.
- Improved personal capabilities of regional teams of four district managers and 70 partners by leading and motivating through extrinsic and intrinsic rewards. Increased customer satisfaction rate from 60% to 97% through stakeholder management and strengthening business relationships through meeting stakeholders, on-boarding new partners, and delivering exceptional services.
- Grow sales by restructuring partner enablement strategy, on-boarding journey, and aligning resources. Reduced operational costs by 30% through impressive profit and loss (P&L) management across region. Foster strong partnerships with new and existing clients by negotiating on new compensation plan. Improved partner’s performance, security, and quality of exams by 70% through support and governance.
- Managed and rolled out new products and services in compliance with corporate strategy.
Improved overall performance and customer satisfaction in the region. Building on that success, I was given additional responsibility for South Europe and then North Europe and brought positive change in this region.
