Alexios Grammatopoulos

Leading the Customer Experience transformation agenda at Conectys, with a focus on building scalable, AI-enabled, and commercially relevant CX solutions across global operations. My role bridges operations, transformation, client value, and solution design — turning delivery capability into a growth engine. I work across service design, operational excellence, technology enablement, governance, and talent strategy to help shape future-ready CX offerings and stronger client outcomes. Key focus: - Accelerating AI-first CX transformation through automation, conversational AI, analytics, and workflow redesign - Defining and driving the CX solution strategy across operations, transformation, and innovation - Designing scalable service models that combine AI, people, process, governance, partnering with the latest Cx tech - Strengthening go-live readiness, account setup discipline, and stabilization frameworks across new and existing accounts - Partnering with Sales, IT, WFM, Quality, Training, and Client Services to build competitive, deliverable solutions - Improving operational performance, client value, and long-term scalability through structured governance and measurable outcomes - Building the future CX transformation capability, including solution architecture, digital design, talent, and innovation roles

Managing the global operations support departments: • Performance management: PM Framework creation, implementation, and improvement • Quality and Training: Vertical Leadership of all Quality and training functions, Policy and Procedure • WFM: Global Forecast, Schedule & Plan, RTA • Global Reporting: Business Intelligence, BI, Invoicing • Transition Management: Onboarding new clients • Intern Process Audit: ISO and COPC compliance

• Leading the transition and set up of a new account hub, delivering P2P and O2C end to end processes • Leading the delivery center of Bucharest, covering all Europe perimeter with a team of 3 team managers and 60 people in total • Achieving KPIs / SLAs contractually agreed with the customer, continuously improving on performance benchmarks • Enhancing Internal controls mechanism; Stability & Improvement on processes/key metrics across AP, AR, Intercompany, TnE, Mailroom • PnL Management and YoY Productivity • ImprovementProject Management - Creation of Microsoft Power BI dashboards to consolidate Operational Performance Metrics

• Process standardization Project Management - Identification of process exceptions and documentation clean up, Recommendations of standard approach at level six process steps, Creation of new processes flows and policies, Operational adoption of the new process, Transition of activities to Genpact • Robotic Process Automation Project Management - Implementation of Process Robots (Identification of highly repetitive/low complexity activities, Disaggregation of activity steps and documentation of process to be, Supervision of coding evolution, User acceptance testing, robot set up) • Digital Dashboard Implementation Project Management - Creation of Microsoft Power BI dashboards to consolidate Operational Performance Metrics and provide visibility on hot topics, customer feedback and future actions for each front line manager

Leading the Order to cash finance and accounting service delivery teams of pharma customers for South Europe countries. Scope: Collections, credit management, order management, disputes and deductions, cash application, Bad debt provision and month end reporting of KPIs General responsibilities: • Achieving KPIs / SLAs contractually agreed with the customer as hygiene, while continuously improving on performance benchmarks. Reviewing relevance of SLAs periodically and proposing adjustments • Showcasing and practicing excellent client relationship management to ensure successful NPS (net promoter score) and customer satisfaction • Ensuring retention metrics are met and employee satisfaction scores are delivered via practicing people leadership skills and implementing HR best practices and initiatives • Ensuring account profitability and driving productivity improvements within operations • Analyzing data and trends and implementing projects for continuous improvement based on Lean Six Sigma methodologies • Managing the planning, implementation and testing of standardization of processes across countries • Identifying opportunities for robotic process automation and present lean digital solutions to the customer • Owning implementation and delivery of Operational Excellence Framework including Visual Management System • Owning the process of creation, update and maintenance of Standard Operation Procedures and Knowledge Management tool • Creating performance integrated reporting both for client and internal leadership, for Operational reviews • Ensuring full client visibility while response time is within acceptable limits set with the client and deadlines are met with accuracy • Escalation tracking of resolution for client and team issues • Mentoring and coaching the future leaders and developing their talents through career path meetings • Participating in selection of new team managers or hires within the organization

Managing a team of 14 accountants in order to deliver end to end shared services regarding general ledger, accounts payable and accounts receivable. Main activities supervised: • Profit and loss statement monthly reporting at corporate level • Balance sheet reporting quarterly • Business Warehouse reconciliation and reporting • Intra group consolidation and reporting of sales, purchases and main balance sheet elements • Statutory and compliance check for payment proposals • Asset registry update and reconciliation • VAT reconciliation

Month end closing activities: • Balance sheet and Income statement monthly reporting at domestic level with the company's business tool Magnitude in accordance with the IFRSs (Revenue Recognition, faithful representation in the FS). • Provisions-Accruals calculation and posting. • Inter-company PnL (sales-purchases-finance cost/income) and BS accounts- both reconciliation and reporting at corporate level. Other activities: • Non-Current Assets management - Creation, transfer/sale/destruction, depreciation and reconciliation. • Inter-company netting/offsetting of debt, • Supporting the team daily in accounting and SAP issues • Payment proposal preparation and audit of legal documentation requirements (as per Greek GAAP). • Team’s CPI - KPI metrics and productivity reporting

Bank Reconciliation: month end bank statement reporting, Daily bank transactions, customer accounts clearing, technical accounts clearing, b2b orders releasing, Petty cash (sub stores) and main bank accounts reconciling. Accounts Payable: payment run, Vendor ledger account reconciliation , Vendor -Customer offsetting entries Warehouse: daily reconciliation for inventory transactions and sales Expenses: postings, accounts reconciliation and month end audit for 12 sub stores Other activities: Credit control on each store’s company clients Navision and Sap accounting back office support in daily transactions Group’s self documentation issuing

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Financial accounting, Financial Reporting, Audit, Taxation, Corporate Management, Financial Management, Business Analysis, Business Law