Hubert S. S. Email & Phone Number

Warsaw, Mazowieckie, Poland

Managed Services Operations leaderLeading the organization >1.100 people

Poland

• Leading the GBS/SSC +1.300 people

Warsaw, Masovian District, Poland

• Opening Global Business Center (650 FTE's)• Supervising servicing +350.000 agent locations worldwide • Leading the team of ~100 FTE's located in Warsaw, Rome, Madrid, and London

Warsaw Area, Poland

Citi Service Center• Creation of new regional operations center in Warsaw• Hiring main stakeholders to ensure smooth start-up• Responsible for centralization of screening processes for European, Middle East & African countries

Warsaw Area, Poland

o Managing the larger organization - the unit of over 250 peopleo Responsible for the organization containing: Call Center, Account Administration (e.g. Cards Claims, Central bailiff seizures handling etc), Documents Handling (Archive, Mass printing, Correspondence with customers), Process Management – Lean, IT support for in-house applications, Early Collections

o Managing the larger organization - the unit of >250 people with >10 direct reports & 2 management levels below located in 3 different places and 2 different cities (Warsaw & Lublin)o Responsible for OPEX budget over $15 million and partially (as Collections Head) for impairment level $100 milliono Responsible for the organization containing: all stages of Collections (Early – Call Center, Late – direct collection, Legal), Credit Administration, Customer Service, Compliance & Operational Risk

o Establishing “Project Management Unit” as a new initiativeo Building a foundation of the PMU, especially - Install the project management approach - Map, improve & measure E2E all risk related processes - Implement new professional standards in the Risk division (e.g. structured weekly meetings, focus on execution & results)

o Project co-leader in a project “Operational Excellence at Collection KBC CF (Kredyt Bank S.A. Department). To concentrate on people & managerial aspects as well as processes in the crisis environment.o Project leader in the “Internet sales channel rationalization” project. Reorganizing the online sales process focusing on cost, quality and time to make it more operational excellent.

o Achieved best captive sales dynamic in Poland at 51% growth and improved retail penetration from 26% to 36% (both year-to-year)o Restructured sales department to bring in new skills and improve effectivenesso Developed strategic sales plan & delegated implementation to 4 account managerso Owner of branch profitability modeling & product development activities, including: - Multi-year motors insurance - Subsidized retail campaigns - 3 different types of our marketing-leading GAP insurance coverageo Reviewing on the daily basis the sales results and the performance of the Sales Department.o Responsible for PR of the companyo Prepared the “Sales Academy” training for the sales staff

o Managed wholesale & retail credit portfolios of $200 million in assetso Achieved “zero” wholesale losses and maintained retail delinquency and losses well below target levels.o Supervised: retail/wholesale acquisition, credit analysis, collateral audit scheduling, o Strong organizational & process reengineering focus, with following achievements: - Developed myself insurance administration & reporting database - The organizational structure change - Call center improvement; issued new tools to monitor, set different targets and strict follow up.o Project leader for the following system development initiatives - Fee parameterization module for retail division - Web-based front end system for retailers - Direct debit functionality for wholesale division - Process changes & system upgrades to support new product launche

Warsaw Area, Poland

o Supervised >20 employees in 3 departments: acquisitions, customer service & collectionso Serviced network of 90 Opel dealers and over 25k retail accountso Achieved loss and delinquency rates in top 5% of GMAC operations worldwideo Developed and managed insurance product line: credit life, unemploymento Developed myself 5 MS Access-based programs for MIS, reserves calculations, mail merge for customer service correspondence, commission calculation for dealers, support for collection team with additional functionality.o Developed process & negotiated sale of three tranches of delinquent receivables.o Built successful outsourced field collections model.

Warsaw Area, Poland

Senior collection officer (Early, Late & Legal collection)Customer service representative