Responsibilities involved in Financial Service industry in a Customer Experience team:- Leading initiatives and projects with significant impact on the NPS, ensuring correct implementation.- Being the voice of the business for CRM improvements, maintaining constant communication with stakeholders.- Mapping the AS IS of the communication to the customers in the end to end workflow.

Responsibilities involved in Technical Service and Human Resources teams:- Encouraged leaders and teams to adhere to Lean Transformation Models. - Coached technical teams and leaders to solve customer problems independently, utilising the tools of Lean Management.- Guided Human Resource teams to improve the employee experience in the Intern Mobility Process using the OKR methodology. Key Achievements:- Led a technical service team to resolve problems by themself using lean tools, resulting in a 7% increase in NPS and 5%-10% productivity improvement within 3 months.- Spearheaded the launch of an internal mobility experience survey and created the dashboard, identifying key pain points aligned with the strategic objectives of the department.

Responsibilities involved in Operation & Logistic Management:- Ensured the SCRUM team was aligned to the objectives of the business and the strategy of the product, whilst taking into consideration the needs of the business and clients, as well as staying attuned to market trends. - Created user stories, acceptance criteria, and product specifications.- Prioritised and managed the product backlog, ensuring it was maintained, refined, and delivered the maximum value for users. - Developed and communicated the objective product and roadmap to the stakeholders, based on pains of the clients and needs of the business.- Tested, trained, and supported the users.Key Achievements:- Led the launch of a customised app which provided a physical count of the inventory and generated a statistical report, reducing the process time by 75%.- Defined, prioritised, and implemented the logic delivery date for displaying product reception deadlines in the shop, improving coordination with the client for timely product delivery.

Responsibilities involved in Real Estate Management:- Developed detailed process maps and flowcharts to illustrate current and future processes. - Delivered process deliverables in the form of process maps, user guides, RACIs, and templates.- Measured procedures compliance.- Defined key performance indicators (KPIs) to measure the effectiveness of business processes.- Conducted in-depth analysis of existing business processes, identifying inefficiencies and areas for improvement.- Led process improvement initiatives and projects.Key Achievements:- Redesigned Service-Level Agreements (SLAs) for real estate services, prioritising customer centricity thus improving client satisfaction.- Implemented a Use & Control System for the expenses of the business transportation, developing a cost-efficient solution.

Responsibilities involved in Incident and Problem Management in an ITIL environment:- Developed process documentations and operating instructions.- Conducted training sessions to ensure teams understood standard operating procedures and instruction manuals.- Developed and implemented metrics to monitor processes and Service-Level Agreements (SLA) performance.- Analysed the processes, identifying the bottleneck, and proposed a robust plan to decrease the incidents/problems or minimise the impact.Key Achievements:- Generated an incident report, resulting in a 6% increase of availability of services.- Implemented a problem management system that established a process and methodologies to find the root cause of the problems.