Mission

Mission is a B2B global marketplace of senior software engineers supported by best in class engineering management practice via the Mission Platform.
Our 3000+ members are based in 40+ countries (350 when I started). We work with 40+ partners located mainly in LATAM, Africa, US and Asia.
Main achievements:
- Grew the network of senior Engineers by 400% in 18 months,
- Negotiated and signed 30+ partnerships in strategic markets globally,
- Built scalable processes in sourcing, vetting and matching candidates,
- Team management and leadership, starting from scratch, of exceptional people located in different continents,
- Collected data points at all steps of our processes giving us more visibility and predictability in our operations.

Vice President, Member Operations & Partnerships

Modern Canada

- Member of the leadership team (top 50 leader at GDI Integrated Facility Services),
- Built from scratch a new and innovative franchise model targeting secondary markets in Canada including the legal agreement, definition of the service offering, the creation of an operational manual, identification and design of territories, identification and selection of systems to use (CRM, pricing, e-commerce platform etc.), franchisee profiles, go-to-market strategy, sales & marketing strategies etc.,
- Defined the offer that includes janitorial services, specialty cleaning services and a store (online and retail) for cleaning supplies and equipment distribution,
- Identified opportunities to improve revenue growth,
- Opened and lead a pilot corporate unit located in Hamilton, On,
- Implementation of the first franchisees,
- P&L creation and ownership.

Director of Franchising

Encore Travel

Member of the Executive team. Mission: lead and scale operations.
Main tasks:
- Team management of travel agents, team leaders, project managers,
- Put in place and monitored customer service satisfaction and customer experience through SLAs and KPIs,
- Implemented, scaled and improved processes using agile and 6-Sigma methodologies: online booking tools, offline solutions, back office tools, email technology etc.,
- Defined the operational strategy and structure,
- Supported Sales & Account Management teams in pre-sales: worked on pricing and overall finance for new accounts,
- Supported Sales & Account Management teams with the implementation of new clients,
- Trained new clients: built documentation and provided online and in person trainings, 
- Managed P&L.

Director, Service Delivery

Areas of expertise : business development, marketing, international expansion, partnerships.

Strengths : entrepreneurship, ability to start from scratch, international experience and network, e-commerce, negotiation, help businesses scale and grow exponentially. 

Clients : LE CHEMISEUR® (fashion), Bungalo.com (holiday rental), Oyatis (hospitality), Simplenight (travel)

Start up Advisor

Egencia, an Expedia company

Expanding Egencia's online & offline presence in Europe, the Middle-East & Africa (EMEA) via the development of strategic partnerships : 
- Identify markets where a partner is needed,
- Build the business model,
- Identify, audit and negotiate a deal with local partners,
- Responsible for the partners'​ contracts and monthly financial flow, 
- Owner of the P&L, 
- Identify opportunities to improve revenue growth,
- Lead local account management and operations,
- Support global sales for the partners' markets,
- Responsible for the local service delivered: +80 employees,
- Business owner of the expansion project across the region.

Key achievement: In a couple of years, we built a scalable business model with a network in +25 countries across EMEA only (started from zero) and we significantly increased our global footprint and international competitiveness through the win of major global accounts representing more than 30% of the EMEA business volume.

Director, Global Partners Europe, Middle East, Africa (EMEA)

Built scalable operations via strategic partnerships in 6 European countries (Spain, Italy, Switzerland, Ireland, the Netherlands and Sweden). Responsible for the P&L, the client satisfaction, the customer service teams and the Egencia offer in those markets.

Operations Manager New Countries

Carlson Wagonlit Travel

Lead the implemention of global clients in several countries in Europe or globally.

- Supported Sales during the sales processes,
- Collected data and information once therom the Sales and Account Management teams once the agreement is signed,
- Built the team of people who will be involved in the implementation process including Country Leaders,
- Built the project plan with roles and responsibilities,
- Coordinated actions and timelines per market as per agreement,
- Sat weekly reviews with the Key Stakeholders: internally and on the client side.

International Project Manager

Managed the EMEA operations of global multinational clients, led a team of 40 persons. 3 direct reports: 1 project manager and 2 customer service supervisors.
Implemented the clients: conducted gap analysis in each market, identified requirements and specificities to make sure the Saas solution (online booking tool) meets the clients expectations and matches the contractual agreement.

eCenter Operations Manager Europe, Middle East, Africa (EMEA)

With over 15 years of extensive experience in business development, negotiation, international expansion, strategic partnerships and leadership, I have honed my skills in customer service and business operations. Leveraging data and technology, I specialize in solving complex business challenges, designing impactful and scalable processes, and delivering key outcomes that drive growth and value.

Currently serving as the Vice President of Member Acquisition and Partnerships at Mission, a global market network of senior software engineers supported by best-in-class engineering management practices, I have achieved remarkable milestones. In my tenure, I propelled the network of senior engineers by an astounding 400% in just 18 months. I successfully negotiated and closed 30+ strategic partnerships in key markets worldwide. I established scalable processes for candidate sourcing, vetting, and matching, fostering efficient operations. Moreover, I led a geographically diverse team of exceptional individuals, fostering a culture of innovation and collaboration.

My expertise lies in scaling businesses from inception to generating revenue in the hundreds of millions. I prioritize customer-centric approaches in all aspects of my work, adeptly defining and executing ambitious plans even with limited resources. Data-driven decision-making is my forte, as I rely on analytics while also trusting my intuition.

I possess a unique ability to align, lead, and develop world-class teams, valuing team success over individual achievements. Transparency, meaningful communication, and the art of storytelling are integral to my leadership style, inspiring and motivating others. Continuous learning is my mantra, as I consistently strive to educate, improve, and motivate myself. I maintain composure in challenging situations and prioritize high-quality decision-making to drive organizational success. 

Let's connect and explore opportunities to collaborate and drive unparalleled growth together.

I find pleasure in meeting individuals and learning about their unique perspectives. If you're interested in discussing new business, scalability, or…. tennis and travels, please don't hesitate to contact me.

Stéphane Bâlon

Mitacs

Senior Project Manager of critical strategic initiatives (2-3 years), including the launch of a new brand and the development and implementation of different software solutions.

• Total portfolio budget: +$600k
• Program and Project Manager of the new Mitacs brand launch, a 3-year strategic project that included visual identity, brand strategy, and collateral updates from a company of +20 years.
• Project Manager of the new website development and launch, including migration from Drupal to WordPress of +13k content pages. This project resulted in the Mitacs website becoming a digital platform to achieve the company's delivery targets, such as MQL, leads, and conversion rates.
• Project Manager of the BrandFolder launch, a Digital Asset Management software focused on the Mitacs Brand.
• Project Manager for designing and implementing Client Success at Mitacs, establishing the operational infrastructure, policies, processes, and procedures for client experience, servicing and support.
• Collaborate across teams to build a shared understanding of agile and PMBOK principles and culture within the organization, increasing the agile and efficiency transformation across the Marketing and Communications department and the organization.

Senior Project Manager, Transformation

Trafilea Group

Global Process Improvement Manager for a multinational e-commerce company with operations across Europe, Asia, US and Latin America.

• Direct reports: 6 process analysts and 1 process lead
• Project manager and leader of Organizational Design and Operating Model projects to transform and prepare Trafilea for its 100% YOY growth.
• Improved Marketing Operations processes by implementing Agile methodologies and delivering a 15% increase in ROAS - Return Over Ad Spend.
• Analyze and improve cross-functional processes across different areas, such as Operations, Marketing, HR, and IT.
• Manage projects and initiatives of process improvement across the company with SOP, flowcharts, and BPMN flows.
• Define metrics to evaluate the performance of the processes and the impact of the improvements implemented in the projects.
• Automation and process mapping tools used: Jira, Confluence, Asana, LucidChart, Miro, and Flowsana.

Manager, Process Improvement | Program and Project Manager

Process Improvement Lead

Process Improvement Specialist

Senac Santa Catarina

By lecturing the modules of Process Modeling and Software Development Processes at Faculdade SENAC, in addition to taking my market knowledge to the classroom, I get in touch with the management reality of several companies through students.

Assistant Professor

Mobiliza

• Implementation of Mobiliza Management Model, increasing the management maturity of the entire company from 61 to 79 points on the EoS Model scale.
• Elaboration and definition of Mobiliza's goals in a high-growth scenario.
• Conducting Strategic Planning 2019-2022, based on BSC and OKR methodologies, with a 90% stakeholder satisfaction index.
• Responsible for Mobiliza's BI area, with the delivery of operational dashboards and support to the management of different areas.
• Support different leaders for defining productive capacity, SLAs, and improving processes.
• Member of the strategic COVID19 crisis management committee, with the management of highly complex projects in a very short period of time, using PMBOK methodology.
• Other results: reduction in the average activation time of the software from 84 for 30 days; Churn lower than 1%; and 70% of company's revenue from cross-selling and up-selling.

Manager, Project and Process Improvement

Studio Z

• Portfolio budget: ~ $500k
• Technical leader of 4 analysts and 1 assistant.
• Project manager of process design and implementation of process and tool for project management.
• Manager of the corporate cost reduction project, with savings of CAD 300k, through the application of methods such as SCAMPER, Kaizen, ZBB, and Lean.
• Responsible for the analysis, monitoring, and improvement of more than 50 processes in different areas, such as e-commerce, HR, accounting, finance, IT, operations, among others.

Senior Process Improvement Analyst | Project Manager

FIESC - Federação das Indústrias do Estado de Santa Catarina

• Portfolio budget: ~ $300k
• Responsible for documentation and improvement of IT, administrative, and HR processes, using the Falconi methodology.
• Project manager: IT Tactical Planning; Mapping of IT processes and functions; and IT service satisfaction survey.

Process Improvement Analyst | Project Manager

AltoQi Tecnologia 

Project Management Assistant

IFSC - Instituto Federal de Santa Catarina

Business Process Management Researcher

• Project Management Professional (PMP) with over 10 years of experience in project management, change management, process improvement, and service management in both agile and traditional environments.
• Certifications: PMP, Prosci, CSM, SAFe Agile, Lean Green Belt 6 sigma, Scrum, Design Thinking, Asana Ambassador, CPRE.
• Experience in highly complex projects, with the leadership of teams and multidisciplinary projects, both operational and strategic.
• Career combined professional and academic experience, with over 5 years of teaching professionals in management and processes, focusing on technology.
• Experience using tools such as Jira, Confluence, Bizagi, SharePoint, BPMN, Asana, Lucidchart, Miro, and MS Project.
• Experience in the services, e-commerce, finance, retail, technology (SaaS), and non-profit industries.

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Stéphane Bâlon

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