MILAN RADULOVICH: TRANSFORMING BUSINESS FOR GROWTH AND EXCELLENCE

mradulovich@hotmail.com
Versatile and impactful global business leader with a passion for startups and turnaround situations where change
leadership, team optimization, process redesign, and transformation are needed to achieve growth and excellence. Well
rounded professional with an evolving career path crafted from 20+ years of expatriate experience developing business in
over 50 countries across various industries with increasing levels of responsibility, accountability, and scope. Proven
success in engaging vs commanding people to create a trusted environment which enables high performance, mission
critical results and the creation of optimal customer solutions.
Attributes: Strategic, Idea Connector, Maximizer, Arranger
Management | Professional Services: Country Manager of two startup emerging markets; built sales from zero to
$3.5M in less than two years and captured market leadership in each country. Exceeded global business target results in
net sales by 15% and 36% in gross margin in the first year of global Professional Services transformation.
Marketing & Sales | Business Development: Grew revenues to $86M, exceeded revenue target by 25%, and achieved
lasting market leadership in 11 Central Eastern Europe countries after the transition from socialism to capitalism.
Operations | Continuous Improvement | Cost Reduction: Led a global Lean Six Sigma Black Belt project which
dropped over $40M cost savings to the bottom line and was at the time the largest cost savings project for the company.
Consulting | Customer Experience: Created and led With the Customer For the Customer from proof of concept to
strategic program and exceeded the target operating income by 100% ($8.4M vs. $4.4M) with customers in USA,
Argentina, UK, and Russia.
CORE COMPETENCIES

Global Management
Profit | Loss
Marketing | Sales | Services
Professional Services
Program | Project Management

New Business Development

Business Transformation
Strategic Deployment Planning
Lean | Six Sigma Black Belt
Business Process Redesign

Consulting
Change Management
Customer Experience Design
Coaching | Mentoring | Facilitating
Cross-Functional Team Leadership

PROFESSIONAL EXPERIENCE
Vice President Professional Services | Technology
Wincor-Nixdorf, Business Transformation & Development, Utrecht, Netherlands

2013 to present
Wincor created a new Software and Professional Services headquarters outside of Germany and needed an outside-in
approach to transform and develop the organization on a global scale (2,300 employees). Conducted a situational analysis
which identified that a multi-dimensional approach was needed. Selected the 7S Model as a base, infused a holistic
change leadership approach to address old mindset issues, then tailored a combination of lean six sigma, customer
experience, and agile/scrum methodologies to engage teams at various levels to create a new strategy, drive
transformation and implement operational reorganization which resulted in expanded portfolio services, improved margin
and strategic growth.

Exceeded global business target results in net sales by 15% and 36% in gross margin in the first year of
transformation, while designing and deploying the new transformation program.

Grew 2nd year business growth in net sales from 150M Euro to 200M Euro, margin CAGR of 14%.

Led 7 work streams consisting of 35 global leaders in creating new strategic plan consisting of vision, mission,
guiding principles and strategic long range goals resulting in renewed focus on mission critical goals and objectives.

Established a new process for sustainable change management and growth with a governance model for responsibility
and accountability which is driving results on objectives and deliverables to plan.

MILAN RADULOVICH | mradulovich@hotmail.com

Lead a cross-functional leadership team which implemented a country enablement program to improve their
operational and customer facing effectiveness, and cost structure which increased gross margin to target levels and
improved customer satisfaction.

Principal Consultant | Customer Experience, Technology

NCR Corporation, USA

2011 to 2013
Prior to my assignment, NCR did not have a global customer relationship program for strategic accounts. Starting with
just a concept, managed to gain executive support in order to design and lead cross-functional resources for a proactive
new customer facing program. In the process, evolved into the key principal consultant that pioneered business
transformation through the application of Customer Experience and Continuous Improvement methods on an enterprise,
global scale which resulted in net promoter score improvements and operational efficiencies.

Created and executed With the Customer For the Customer from proof of concept to strategic program and
exceeded the target operating income by 100% ($8.4M vs. $4.4M) with customers in Argentina, UK, Russia, USA.

Stimulated a cultural shift at a key strategic customer which led to their adoption of Continuous Improvement
methodologies for strategic transformation and $1.7M in operating cost savings.

Boosted revenue growth by $14M in Argentina through facilitating Whats Next? workshops with 7 strategic
customers (Financial and Retail), designed to enhance the (B2B) business to business experience and enable greater
(B2C) business to consumer results.

Global Program Director Continuous Improvement

2008 to 2011
As a strategic initiative, the company needed to design and operationalize a net new Continuous Improvement program on
a regional scale. Gained the trust and confidence of the Europe Middle East Africa Services leadership team by applying
Lean Six Sigma methodologies and beyond to affect cultural, strategic and operational changes. With their support,
trained multiple management levels as Executive Belts and conducting the first kaizens (rapid improvement events) for
process improvement which contributed to the regional savings plan.

NCR Corporation, USA, Europe, Middle East, and Africa

Achieved cost savings worth over $40M which was the largest cost savings project for the company.

Created and led the CI strategy for EMEA which saved over $4M.

Created and implemented the first ever strategic deployment process (Hoshin Kanri methodology), which became the
foundation for the entire enterprise; 2011 & 2012 ahead of schedule and exceeding expectations.

Assistant Vice President, Americas Customer Services

NCR Corporation, USA
2007 to 2008
Poor service performance was leading to customers demanding lower prices which drove lower margins. The situation
was getting worse and only symptoms were being addressed. After assessing the situation and gaining a deep
understanding of root causes, was nominated by executive management to lead a cross-functional team of specialists
focused on implementing service improvement initiatives. Implemented solutions that resulted in strategic account
relationship improvements, operations and supply chain savings across business units which gained efficiencies and
savings.

Led strategic initiative which saved over $12M in operational costs which yielded 10% NPOI.

Implemented an incident reduction program which reduced work order volumes by 38% in 6 months.

Increased Service Level Agreement levels by 25% while improving Gross Margin.

Senior Engagement Manager, Managed Services ATM / IT Outsourcing

NCR Corporation, USA, Central Eastern Europe, MEA

2000 to 2007
Faced with limited organizational understanding beyond core maintenance services, pioneered the creation of new
international business development and consulting activities in financial industry/banking operations. Coordinated multidisciplinary teams comprised of Subject Matter Experts (Sales, Services, Legal, Financial, and HR) for the design of
solutions that met customers business objectives and could be delivered profitably by NCR or its chosen partners.

MILAN RADULOVICH | mradulovich@hotmail.com

Closed largest strategic, multi-million dollar managed services businesses in the USA and EMEA.

Turned around lagging sales performance in Germany by introducing consultative selling approach.

Captured first ever outsourcing customers in Egypt and opened the market in Greece.

Area Marketing Director - ATM Self-Service Systems

NCR GmbH, Central Eastern Europe

1998 to 2000
Due to historic changes happening throughout Eastern Europe at the time, the organization did not have an established
marketing and sales approach. The challenge was to develop and implement a first ever strategy to gain market
penetration and leadership in difficult emerging markets full of volatility, uncertainty, complexity, and ambiguity.
Entrusted with profit and loss (P&L) responsibility for 11 Central Eastern European countries, successfully developed
strategies and market plans, managed resources and budgets, organized promotional events, trade shows, product
launches, and press conferences. Created and executed comprehensive sales training programs.

Grew revenues to $86M, exceeded revenue target by 25%, market leadership in each country in Central Eastern
Europe.

Merged two separate business organizations with different geography and culture, Eastern Europe and Turkey, into
one cohesive marketing and selling team.

Created and produced new sales portfolios tailor fit to each local market which lead to superior sales results.

Managing Director/ Country Manager

AT&T GIS Bulgaria / Romania LLC

1996 to 1998
Entered the market with virtually no experience or support, a newly hired staff without prior knowledge of western
business and technology, very limited budget and resources. Charged with profit and loss (P&L) accountability,
successfully created and managed two legal entity startup companies in both Bulgaria and Romania. Developed a
collaborative environment while managing all facets of the business to include sales, professional services, operations,
legal, finance and accounting.

Created and pioneered a three-pronged strategy for 'emerging market development' which enabled a structured
approach and implementation for sustainable growth.

Built sales from zero to $3.5M within two years and captured market leadership in each country.
EARLIER CAREER AND MILITARY

Marketing and Sales Director, AT&T GIS Central and Eastern Europe, ATM product line
Market Research Manager, Siemens Nixdorf, Germany
Marketing Manager, Western Europe, NCR PC Division
Account Manager covering IT systems and integration targeted for NATO/Germany
Military Intelligence Officer
US Army, Rank: Captain

Assigned the command of a unit which was suffering from lack of identity, low morale, poor skills, and inconsistent
structure. Quickly created a new military intelligence sub-unit with separate command and control autonomy which
resulted in measurable efficiency gains, improved soldier skills, increased morale and recognition from senior brigade
command.
EDUCATION / LANGUAGES

University of South Florida, Tampa, FL, Master of Business Administration

University of Dayton, Dayton, OH, Bachelor of Science, Business Administration
Cranfield University School of Management, England, Advanced Management Training Program
Adjunct Professor for Negotiation, graduate program in the school of Education, Drake University
Certificate, Negotiation & Teamwork Teaching, Northwestern University School of Law, Chicago

MILAN RADULOVICH | mradulovich@hotmail.com

Certificate, Consultant, Harvard University

Certified Black Belt in Lean Six Sigma
Certified Facilitation, Leadership Strategies Inc.
Full professional proficiency in German, Serbian, Bosnia, Croatian