Hugh M. McDonald is a Director of Account Management with over 30 years of experience in business process outsourcing, contact centers, and client management. He currently manages 3 outsourced accounts with over 1200 staff across 7 sites globally. His experience includes negotiating contracts, managing multi-site operations, and growing accounts through new business and service expansion. McDonald holds a B.Eng in Electrical Engineering and has received several achievement awards over his career for revenue and profit growth.

1. 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)
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2. CURRICULUM VITAE : HUGH M MCDONALD
 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)
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 Centres
2006-2008 Delivery Architect, Business Process Outsourcing, Contact Centres
2005-2006 European Brand Sales Operations Manager
2003-2005 Senior Manager, European Fulfilment Contact Centre, Integrated Supply Chain
2002-2003 Business Operations Manager, IBM Resellers
2000-2002 Customer Operations Manager, Internet & Telesales
1998-2000 Process Development Manager, Integrated Supply Chain
1997-1998 Quality Assurance Manager, Personal Computer Manufacturing
1996-1997 Business Partner Development Manager, Central/Eastern Europe & UK
1994-1996 Customer Technical Support Engineer, Customer Project Office Manager
1993-1994 OEM Marketing Support Engineer
1990-1993 Manufacturing Process & Software Engineer
Personal Details
Name Hugh M McDonald
DoB 5th December, 1968
Sex / Martial Status Male / Married with 2 children
Email hughmmcdonald@gmail.com
Remuneration
Current package includes:
Base Salary
Target driven bonus
Annual Signings bonus
Car allowance
Stock Options
Company Pension
Private Health Care
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3. CURRICULUM VITAE : HUGH M MCDONALD
Employment History
2010 – Present Director, Account Management, UK Telco Account & Global Consumer
Electronics Brand
Client 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, CRM
Lead 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, CRM
Develop, 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 Manager
Financial 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, EMEA
Order 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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4. CURRICULUM VITAE : HUGH M MCDONALD
2002-2003 Business Operations Manager, IBM Resellers
First 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 Manager
Design, 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 Manager
Responsible 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 Manager
Development 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 Lead
EMEA 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 Support
Business 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 Engineer
Development 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
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5. CURRICULUM VITAE : HUGH M MCDONALD
 Clean Driving Licence
 Sporting Blue (Football), Heriot-Watt University. 1989
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6. CURRICULUM VITAE : HUGH M MCDONALD
 Clean Driving Licence
 Sporting Blue (Football), Heriot-Watt University. 1989
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