Daily managing all departments of the Operations Division, with a team up to 50 people: Credit Department, Call Center, Project Management, Support, Bancassurance.

Analyze current processes and determine where they need to be changed in the spirit of IDD: product oversightgovernment; distribution, client handling; people& culture; organization’s governance& internal processesCreate project plans with all partners, according with the regulatory needs and their own processes;Permanently supervision and consultancy in development of the changes in terms of insurance documentation,internal applications modification, operational flows, etc;Successfully managed IDD project implementation for all Ergo’s partners.

Set up all internal processes, procedures, company operations (online credit;set up all documentation in order to be in line Authority, Data Protection, Credit Bureau, etc );Analyzing opportunities and decide best experience and portfolio management;Optimizing efficiency and assuring the quality of products, solutions.

Managing departments of the Operations Division: Call Center, Retention, Info Support, Complaints, Cash Management, Project Management, Archive, MIS, Logistic, Administrative ;Designing and successful implementing the strategy and KPIs for each department managed, assuring that the process performance is achieving the targeted KPIs and sales objectives;Subject matter expert in cross functional projects with direct impact in reaching the organization’s business goals (merger, changing core system, increasing customers’ loyalty, retention, etc.);Managing and developing the Bancassurance channel in terms of both commercial and operational activities;For over 1 year, managing also the the Operation Department of Domenia Credit (mortgage loans);Responsible for budget expenses and headcount, managing the execution of the plan within target.

Successful implementing the strategy and KPIs for each team managed, assuring that the process performance is achieving the targeted KPIs and company’s objectives;Closely monitoring and increasing teams productivity, qualitative levels and sales volumes;Proposing and coordinating directly various cross functional projects, with significant impact in achieving the organization’s business goals;Managing the entire operational Bancassurance workflows;Monitoring complaints for the internal and external customers and follow-up with departments involved and regulatory institutions;Monitoring user acceptance tests for new products / applications for the business;Responsible for budget expenses and headcount, managing the execution of the plan within target;Ensuring that all actions and procedures are fully compliance with the applicable financial legislation, including specific regulations issued by National Bank of Romania, Insurance Supervisory Commission, Consumer Data Protection;For over 1 year, successfully managing also Motoractive Leasing Call Centre.

Coordinated the Customer Service & Info Support teams up to 20 people - assigning tasks, monitoring daily activity, staff schedule management;Reviewed monthly performance evaluation of the team both quantitative and qualitative;Conducted internal audit on Customer Service activities and procedures;Monitored calls in Customer Service and Info Support teams ;Coordinated trainings’ preparation and delivery according to every department’s needs - prepared training plans, training material;Delivered operational trainings for credit analysts ( new-entry & senior level ), operational trainings for sales force, induction training for new entry employees;Monitored training activity, satisfaction level and follow up for every training;Analyzed and ensured training support, follow up training results and tests and presented results to functional leaders;Monitored complaints for the internal and external customers ;Created procedures and operational flows.

Designing the operational flows and standardizing them into procedures ;Delivering operational trainings for credit analysts – new entry- from new opened Domo Retail stores; Centralizing monthly status of contracts received in HQ;Solving and monitoring complaints/suggestions/questions received both from customers and retailers (partners); Conducting user acceptance tests for upgrades in the front office loan application;Communicating with POS by sending daily status of contracts received by UW team ;Managing the relationship with partner banks;