Building and managing the operations of an Employee Lifecycle Management organization within People Support Solutions for Switzerland. Scope of activities include a variety of people related (HR) processes in - and not limited to: Onboarding, Changes, Organizational Management, Offboarding, Relocation and Reference Letter Services. Span of control: supporting the management of all Roche employees (internal and external, permanent and temporary) across Switzerland. Remote and on-site leadership operating in a hybrid model: operational teams are located both in the Services Centers in Basel-Kaiseraugst and in Budapest. Leading recruitment, interviews and hiring program of multiple transition waves and overseeing knowledge transfer, organizational readiness testing and hypercare phases, to a successful go-live. Participation in transformation projects of the People Support Solutions and People & Culture organizations. People Management with 6 direct reports, and heading an organisation of 85 people in total. Practising VACC (Visionary - Architect - Coach - Catalyst) mindset. Mentoring, coaching, talent development and strategic, long-term talent retention seen as priorities. Fun fact: member of Roche Services & Solutions very own music band.

My main achievement was leading a complex (100+) organisation prior to, and during the Vodafone/UPC (Liberty Global) merger in 2019. Focused on stabilizing and fully staffing the operational teams to execute the strategic integration and business transformation (Catamaran and Bridge) projects. Responsible for performing the following functions:- Training and Knowledge Management Teams (including frontline - retail and customer care - digital e-learning, 2nd level helpline and knowledge management teams)- Frontline Support, Planning and Analytics (including resource planning, quality control and reporting for customer care, inbound and outbound telesales, backoffice, handset insurance, and call center support)- User Acceptance Testing and Product Factory

My main achievement in this role was the conduction of a complete turnaround of the account: leading the team from a "contract at risk" to a "satisfied client" scenario with the best NPS score historically achieved on this account. Under my leadership, the team was stabilized (reduced attrition and fully staffed); client perception has changed to favorable; all operational KPIs have been restored to consecutive green SLA measurements; processes have been simplified to achieve turnaround time improvement; while leadership succession plan was created and executed to sustain success. Procurement Services Delivery Manager for Lufthansa (2017-2019) Location: Budapest Core responsibilities: - Leading a Team of Operational Buyers, Catalogue and Reporting Specialists, Sourcing Analyst, Tactical and Strategic Buyers. - People Management from Recruitment, On-boarding, Talent Development and Off-boarding.- Reporting in a matrix organization to the Client, Center Leadership and Account Leadership. - KPI / CPI performance improvement and -sustanability through continuous improvement.- Client Relations Management with regular travels on-site to Frankfurt.- Process improvement ideas and implementation (for eg. PO approval process optimization resulted in 90% reduction of hardcopy print and improved turnaround time)- Achieved best NPS client rating in the history of the account.

My main achievement in this role was securing operational saving targets through the facilitation of innovation workshops, implementation of process improvement or automation initiatives, and gaining stakeholder acknowledgement of financial savings achieved through these projects. - Project leader: managing global transformation projects, local transformation and innovation initiatives, from planning through implementation to reporting.- Program manager: overseeing, coordinating all brand, local innovation and global transformation projects running within the STS Budapest Center of Excellence.- Facilitator: organizing and conducting local Operational Excellence (OPEC) and Agile24 workshops using Agile and Design Thinking methodologies.- Innovator: discovery, identification and sizing of process improvement, simplification, automation opportunities to achieve operational efficiency for the execution teams. - Influencer: stakeholder- and client relations management. Regular reporting to local teams, regional managers and global executives.- Trainer: providing coaching and training related to sales, support and leadership development.- Mentor: helping attract talent, support the development of talented people, give them a sense of belonging and a sense of purpose.

My main achievements as Line Manager were the following: - People Management Excellence Award for outstanding performance. - 60%+ turnaround time reduction in service,- leading the transition of the function from Budapest to Bratislava as push and pull manager in July-August 2014, full redeployment of staff and remote leadership responsibilities until year end.- 90%+ retention and redeployment of staff during transition period,- Work movement as pull manager, transition management for both regions. Increasing pre-sales scope of work to €5M for France and to €15M+ for BeNeLux. - Transition manager of post-sales work (contract registration, loading, billing, invoicing, reconciliation, dispute management, credit and rebill) through leading the work movement from Madrid CoE.Sales Support Operations Leader for Global Business Services in BeNeLux & France End to End, Quote to Cash (2015-2016) Location: Budapest, HUNGARYCore responsibilities: leading a team of 30+ sales support specialists (bid managers and project administrators) supporting the Global Business Services in BeNeLux and France, quote to cash, end to end, pre- and post sales. People management, talent development and recruitment. Reporting to upline management, functional and customer facing business lines. Sales Support Operations Leader for Distrubuted Software Level 1 Approvals for Europe, CEE & MEA (2013-2015) Locations: Budapest and Bratislava (INTERNATIONAL ASSIGNMENT IN SLOVAKIA)Core responsibilities: leading a team of 30+ bid support and pricing specialists (first level of pricing approvals) as people manager. Managing client relations with aligned functions: in-country support teams, sales and pricing on EMEA level for Passport Advantage (PPA) Distributed Software (DSW) sales in IBM. Talent development and recruitment. Reporting to upline management, functional and customer facing business lines. KPI definition and performance improvement.

My main achievements as Line manager of this team were as follows:- People Management Excellence Award for outstanding performance.- 60%+ cycle time reduction in service,- leading the transition of the function from Budapest to Bratislava as push and pull manager in July-August 2014, full redeployment of staff and remote leadership responsibilities until year end.- 90%+ retention and redeployment of staff during transition period,Sales Support Operations Leader for Distributed Software business line Level 1 Approvals Team for Europe, CEE & MEA and Level 6 FAM Reviews for CEE&MEA - Global IBMer Assignment -Core responsibilities: set up a team "from scratch", including hiring, operations and leadership of a team (32 bid support specialists). Relationship management of aligned functions: in-country support teams, sales and pricing on EMEA level for Passport Advantage (PPA) Distributed Software (DSW) sales in IBM as well as FAMS (Fraud and Abuse Management System) Reviews for CEE&MEA. Harmonization of KPIs, transitions and handovers between Budapest, Dublin and Manila teams. Setting performance standards, stabilizing operations and developing, promoting and rotating talents to team coordination and leadership roles.Successful execution of work movement transitions for the below functions:- DSW PPA Level 1 Approvals for EMEA from Budapest, Hungary to Bratislava, Slovakia- DSW PPA Level 1 Approvals for SPGI from Manila, Philippines to Bratislava, Slovakia- DSW Level 1 Approvals for SaaS EMEA from Bratislava, Slovakia to Dublin, Ireland- FAMS (Level 6) Review for EMEA from Budapest, Hungary to Bratislava, SlovakiaOther activities:- Trainer in ADEL (Advanced Development for Emerging Leaders) Program.- Presentation at Executive Visits (VP Ernie Fernandez, VP Brian Truskowski, VP Renee Ure)- Completion of handovers prior to relocation to home country.

Promotion each year to a new role thanks to exceptional performance and capacity:2010-13 Technical Support Team Leader 2011-13 Project Manager 2012-13 Service Delivery Manager- Management of the major key accounts' imaging-, printing- and accounting-system consolidation projects delivered in Hungary (for eg. MOL, TEVA, CIB Bank, Erste Bank).- Client facing role, regular customer visits and negotiation during contractual phase. - Upselling activities through customer insight gained. - Direct supervision of a team of 6: project operations and technical support staff including people management tasks.- Coordination of a team of 30 field service technicians. - Managing project- and support-related escalations, major incidents and key account-level communications to German (European) and Japanese (Global) Headquarters. - Design, definition, and reporting of service and support KPIs.- Service and support process documentation, -analysis, and -improvement.- Planning and organizing trainings.Prince2 Certification achieved in 2012

My main achievement in this role was that I have gained a leadership award, recognised as "Employee of the Month" already in my 3rd month of employment. Another main achievement was the management and resolution of 7 major incidents running in parallel in a single working day. - Major incident manager, duty service delivery manager for EMEA.- Supervising, controlling and ensuring service delivery quality for the Thomson Reuters service desk (106 countries and 40,000+ users worldwide supported in 6 languages).- ITIL based incident management, incident analysis and driving incidents to resolution.- LEAN theory based process management, -optimization and -development. - Day-to-day service desk supervision and coordination of 120 IT helpdesk agents.- Managing escalations, SLA mitigation.- Daily service review conference calls and reporting to the Service Delivery Managers and Service Owners on a global scale via CA Service Desk Manager, and Business Objects.- Service coordination and -assignment between Lisbon and Kuala Lumpur (Malaysia) Service Desks.- Working at the Global Service Desk; Service Delivery Center of Fujitsu Services, located in Lisbon, Portugal.

- Fraud analyst and customer service representative at Geoban (Santander Bank Group) for Abbey Bank clients based in the United Kingdom. - Customer database analysis, -development and -update, transaction monitoring system supervision and -update. - Responding to fraud- and security alerts: analysis-, detection- and prevention of card fraud; identifying and investigating fraud transactions and counterfeit card cases. - Reporting and amending cardholder profiles; blocking and reissuing cards.

My main achievement in this role was the start-up of the IT business line of events based on my own idea and initiative, which became the most profitable line of business during my leadership. Another key achievement was my consistent sales performance, being consecutively in the Top 3 sales executives of the company. - Sales manager, team leader, project manager. - Recruitment, training and management of a sales team of 8 telesales executives. - Responsible for the production, organization and sales of corporate decision maker (CXO) level events in CEE, Scandinavia and Russia/CIS. - Delegate-seat- and sponsorship sales. - Customer relations- and key account management. - Establishing and maintaining relations with CIOs, IT Directors and function leaders (infrastructure, service and operations) primarily for the IT business line of our events. - On-site attendance of events in Moscow, Vienna, Copenhagen, Warsaw, Bratislava, Prague and Budapest. - Organization of PMI certified Project Management in-house trainings, workshops (SLA, BCM, DRP), forums and ISACA sponsored conferences including: CEE IT Leaders Summit 2008 and 2009 in Budapest, Project Zone Vienna in 2009, IT Governance Forum in Budapest 2008, Business Continuity Management Forum in Moscow 2008, etc.

- Working as inside sales representative in an international telesales team. - Reporting to sales team manager. - Researching new leads, acquiring new clients, negotiating and closing deals at the leading corporations in CEE, Scandinavia and Russia/CIS regions. - CXO-level accounts established primarily in IT, Project Management and Marketing departments.- Strong hunter sales and cold calling skills. - Excelled as top sales person in generated revenue, in client acquisition and accounts' development, achieved promotion twice within the same year with distinguished results to end up leading the business line of the company's IT summits and project management workshops.

- Organization and coordination of intensive language courses and cultural trainings for European Erasmus scholarship students and for students attending from Notre Dame University, Perth (Australia). - Responsible for international relations and external communications, events organizer, website developer and administrative supervisor.