Leading 3 offices of 50+ associates, specialists and managers responsible for:Real-estate management - real-estate development, initiation and coordination of qualitative RE portfolio changes, including maintenance and coordination of supporting activities;Logistics support - fleet management, bank documentation and parcels handling process in both physical and digital format, other logistics operations coordination;Collateral management - collateral valuation… Show more Leading 3 offices of 50+ associates, specialists and managers responsible for:Real-estate management - real-estate development, initiation and coordination of qualitative RE portfolio changes, including maintenance and coordination of supporting activities;Logistics support - fleet management, bank documentation and parcels handling process in both physical and digital format, other logistics operations coordination;Collateral management - collateral valuation (appraisals management, collateral opinion), monitoring and administration activities (portfolio analysis, monitoring and reporting, insurance and umbrella policies management) Show less

Leading the team responsible for the development of Banca Intesa Belgrade (BIB) retail network that includes 147 branches and more than 300 ATMs, serving ~1.3 million clients. Ownership and management of retail network development strategy and execution. Key player in the execution of Banca Intesa transformation activities, through modernization of traditional branch formats and focus shift towards relationship building and sales activities while automatizing simple and servicing… Show more Leading the team responsible for the development of Banca Intesa Belgrade (BIB) retail network that includes 147 branches and more than 300 ATMs, serving ~1.3 million clients. Ownership and management of retail network development strategy and execution. Key player in the execution of Banca Intesa transformation activities, through modernization of traditional branch formats and focus shift towards relationship building and sales activities while automatizing simple and servicing transactions, boosting migration of clients towards digital channels. Show less

Consultant and trainer in Design Thinking, Problem Solving, Decision Making, Innovation Management, Customer Experience, Change Management, Corporate Culture and other related areas, utilizing practical experience and expert view on emerging trends with the business community and individuals working on their professional growth in Serbia, Montenegro and Croatia.

Building customer focus, Design Thinking approach to problem solving and structured innovation in business analyses discipline of local delivery unit, in parallel delivering Design Thinking trainings to Endava business units globally. Close cooperation with UX/Design experts, facilitating project relevant Design Thinking workshops and best practice sharing among local departments. On project level, by taking the roles of business analyses consultant, senior business developer and… Show more Building customer focus, Design Thinking approach to problem solving and structured innovation in business analyses discipline of local delivery unit, in parallel delivering Design Thinking trainings to Endava business units globally. Close cooperation with UX/Design experts, facilitating project relevant Design Thinking workshops and best practice sharing among local departments. On project level, by taking the roles of business analyses consultant, senior business developer and product owner, analysis of stakeholder objectives, taking into account whole customer ecosystem, assuring customer focus in planning and delivery project phases, in parallel identifying opportunities for client relationship development. Show less

Leading two teams of 25+ specialists, experts and team leaders.Responsible for company customer experience (CX) program and front-line team’sknowledge development and information management. Organizational hub for all CXand knowledge relevant insights, monitoring CX performance indicators, performinganalyses, raising stakeholder’s awareness of CX challenges and initiatingimprovements on a continuous basis.End to end responsibility for business analysis of all… Show more Leading two teams of 25+ specialists, experts and team leaders.Responsible for company customer experience (CX) program and front-line team’sknowledge development and information management. Organizational hub for all CXand knowledge relevant insights, monitoring CX performance indicators, performinganalyses, raising stakeholder’s awareness of CX challenges and initiatingimprovements on a continuous basis.End to end responsibility for business analysis of all marketing driven projects, throughcollection and prioritization of new product/service requirements, design of connectedcustomer facing processes and user acceptance testing. Main interface and singlepoint of contact of initiative owners towards development teams.Key achievements: - Business analysis and user testing processes successfully redesigned to be agnostic to project methodology (waterfall/agile).- Knowledge management transition to distance learning platform, increasing quality and reducing costs- Redesign of VoC program to fully utilize insight gathered in sales and customer care channels. Show less

Leading two teams of 30+ specialists, experts and team leaders.Ownership and management of CX governance program built on top of previously established Closed Feedback Loop (CFL) process. CX platform ownership (vision and principles), monitoring CX KPIs (NPS, CES, CSAT/DSAT), initiating cross functional improvement activities.Responsible for analysis of new products/services and employee facing systems requirements, design of customer facing processes and omni-channel customer… Show more Leading two teams of 30+ specialists, experts and team leaders.Ownership and management of CX governance program built on top of previously established Closed Feedback Loop (CFL) process. CX platform ownership (vision and principles), monitoring CX KPIs (NPS, CES, CSAT/DSAT), initiating cross functional improvement activities.Responsible for analysis of new products/services and employee facing systems requirements, design of customer facing processes and omni-channel customer journeys. Owner of end user acceptance testing process. Product ownership and 1st line support for all employee facing systems. Single point of contact of business side with technical department.Key achievements:- Team recognized as CEE region CX design centre of excellence and best practice example across Telenor Group.- Development of CEE region CX platform (customer persona, service archetype, vision and principles).- Design, business analysis and CX tracking for top 10 customer journeys, representing the base for Telenor Ltd. digital transformation agenda.- Introduction of structured innovation phase in go-to-market process.Other roles:- CEE “Channel Shift” Project Lead. Regional project focused on shifting volume and OPEX driving interactions in Retail and Customer Care to digital channels.- Telenor Group CEE Innovation Coach. Supporting organization in creating the culture of innovation, implementing new and changing existing processes to secure sustained and repeatable innovation. Show less

Leading the team of 15+ specialists and experts.Responsible for CX and Product Development areas with focus on introduction of Service Design methodology in traditional go-to-market (G2M) process, moving from product oriented to customer focused product/service development. Establishment and ownership of Telenor Ltd. CX platform, including development of the methodology and facilitation of the process it self.Ownership of business analysis phase and crucial role in initiation… Show more Leading the team of 15+ specialists and experts.Responsible for CX and Product Development areas with focus on introduction of Service Design methodology in traditional go-to-market (G2M) process, moving from product oriented to customer focused product/service development. Establishment and ownership of Telenor Ltd. CX platform, including development of the methodology and facilitation of the process it self.Ownership of business analysis phase and crucial role in initiation and implementation phase of G2M process for all new products/services (mobile, fixed, digital). Single point of contact of business side with technical department, securing business-initiated projects are led according to defined Telenor CX platform and PM standards. Ownership of CFL process, thus general NPS governance. Business ownership of CX management software (Medallia and Qualtrics).Key achievements:- Development of Telenor Ltd. CX platform (vision and principles), used as guiding principle for all marketing initiatives, including digital transformation program.- Successful introduction of Service Design methodology into traditional product development process (Telenor 2015 Innovative Achievement Award). Show less

Leading the team of 4+ specialists. Responsible for customer strategy development and implementation, customer insight analyses/reporting and portfolio management in Customer Division, securing customer centric approach in business decision making on divisional, but also company level. Managing CFL process, assuring its quality, usability and acceptance across organization. Gathering, analysing and communicating customer insight coming from CFL, managing customer relevant tactical and… Show more Leading the team of 4+ specialists. Responsible for customer strategy development and implementation, customer insight analyses/reporting and portfolio management in Customer Division, securing customer centric approach in business decision making on divisional, but also company level. Managing CFL process, assuring its quality, usability and acceptance across organization. Gathering, analysing and communicating customer insight coming from CFL, managing customer relevant tactical and executing strategic improvement projects. Leading and improving divisional portfolio management, G2M and PM support activities. Personally managing and/or supporting Customer Division related cross functional projects. Show less

Management of "Digital Hungary" program, exploring how mobile broadband solutions can support growth in healthcare, education, food industry and agriculture, facilitate social inclusion, improve public safety and increase the flexibility of work. Program included cooperation with relevant global and local business developers. Development of “Digital Hungary” brand strategy and high involvement in ICT B2B strategy development and non-core product management activities.Key achievement:… Show more Management of "Digital Hungary" program, exploring how mobile broadband solutions can support growth in healthcare, education, food industry and agriculture, facilitate social inclusion, improve public safety and increase the flexibility of work. Program included cooperation with relevant global and local business developers. Development of “Digital Hungary” brand strategy and high involvement in ICT B2B strategy development and non-core product management activities.Key achievement: compensation model moved from traditional volume based to portfolio value-based compensation (supporting digital services uptake). Show less