Henrique Ermida
Strategic Advisor & Change Management Expert | Operational Excellence & Scalable Growth | 15+ Years Executive Leadership
Portugal
Professional Status
Available soon
Available
About Me
Who am I? I am a devoted Senior Manager with over 15 years of leadership experience across diverse industries. My career includes managing high-impact projects for global leaders such as Google, IBM, Apple, Accenture, and Unilever.
I have a proven track record of successfully overseeing B2B/B2C Service Operations, Marketing, E-Commerce, and Android App development. Beyond my core leadership roles, I’ve frequently stepped in to add value as a Project Manager, Product Owner, and leveraging my HR background and multilingual skills, as an interim Talent Acquisition Manager.
My Philosophy and Work-Life Balance The last decade has reinforced my desire to remain close to my family while doing what I do best professionally. My experience during the pandemic proved that a remote or hybrid environment allows me to be at my most productive. It provides the necessary balance to keep my energy focused where it matters most: on delivering excellence in my role and supporting my family.
Beyond the Office I am an Anglia University (Cambridge, U.K.) alumnus and a proud father of 14-year-old twins, Mel and Diogo. When I’m not at my desk, you’ll find me on the rugby pitch. I am an active Touch and Veteran player, a U16 Club Director, and a member of the Board. Whether on the field or in the office, my approach is defined by the core values of rugby: respect, discipline, community and the drive to help every teammate reach their full potential.
I have a proven track record of successfully overseeing B2B/B2C Service Operations, Marketing, E-Commerce, and Android App development. Beyond my core leadership roles, I’ve frequently stepped in to add value as a Project Manager, Product Owner, and leveraging my HR background and multilingual skills, as an interim Talent Acquisition Manager.
My Philosophy and Work-Life Balance The last decade has reinforced my desire to remain close to my family while doing what I do best professionally. My experience during the pandemic proved that a remote or hybrid environment allows me to be at my most productive. It provides the necessary balance to keep my energy focused where it matters most: on delivering excellence in my role and supporting my family.
Beyond the Office I am an Anglia University (Cambridge, U.K.) alumnus and a proud father of 14-year-old twins, Mel and Diogo. When I’m not at my desk, you’ll find me on the rugby pitch. I am an active Touch and Veteran player, a U16 Club Director, and a member of the Board. Whether on the field or in the office, my approach is defined by the core values of rugby: respect, discipline, community and the drive to help every teammate reach their full potential.
Operations Manager|| Quality Lead & Trainer
IBM
December 2009
to October 2012
Braga, Portugal & Cork, Eire
- Strategic Account Governance & Client Relations: Serve as the primary operational lead for the largest T1 inbound support team (116 FTEs); directing Weekly and Quarterly Business Reviews (WBR/QBR) and aligning local execution with the client’s global mission, values, and long-term goals.
- Scalable Talent & Training Strategy: Direct the full learning lifecycle, from identifying skill gaps to designing and facilitating comprehensive training programs; building high-morale teams and creating sustainable succession plans through inspired leadership and professional development.
- Performance-Driven Quality Assurance (QA): Architect a culture of top performance by evaluating staff and team-level metrics; utilizing data-driven "creative solutions" to address service gaps, increase customer satisfaction, and protect the high-standard AppleCare brand identity.
- End-to-End Transition & Onboarding Architecture: Lead the strategic onboarding and transition of BPO accounts; developing robust operational policies and procedures that ensure seamless service integration and 100% compliance with legal and regulatory frameworks.
- Performance-Driven Quality Assurance (QA): Architect a culture of top performance by evaluating staff and team-level metrics; utilizing data-driven "creative solutions" to address service gaps, increase customer satisfaction, and protect the high-standard AppleCare brand identity.
Company Description
International Business Machines (IBM), is a global technology company that provides hardware, software, cloud-based services and cognitive computing.
Company website