With operational consulting experience since 1991, Arjen de Bruin has successfully led business improvement projects for several prominent South African companies in industries such as financial services, manufacturing, retail and debt collection as well as the public sector. During this time he gained extensive expertise in process redesign, production management, process automation, business specifications and call centre optimisation. Before joining OIM, Arjen served as Cape regional director of management consultancy firm Rethink, focusing on business improvement and process automation. Prior to this he held the position of installation specialist at global operational improvement firm Alexander Proudfoot Consulting and worked as process analyst for Sanlam Insurance. Arjen currently runs OIM’s Operations Solution division which specialises in business process and system optimisation. He heads up a team of about 25 seasoned consultants who have proven expertise in a range of operational effectiveness and continuous improvement solutions.