Velvon, a German retail bank start-up expected to launch in summer 2020, with a vision to establish the digital banking as the main form of banking among wider Germany population. Velvon's mission was to become the first strictly digital bank that clients shall use as their main bank to pay, borrow, save and buy. We were building the most admired digital German bank loved by its clients for its outstanding, surprisingly easy banking without any limitations.My responsibilities:• Customer experience ambassador - working with the entire team to build end-to-end seamless customer experience/customer journeys that must be based on customer’s needs, ignores natural functional silos and requires attention to details in design as well as implementation.• Interim Customer care officer – defined and communicated the customer service philosophy and strategy• Process owner – “hands on” work to design 100+ customer care and back office processes and drive their implementation in an agile manner in biweekly implementation sprints.• Member of management board – co-managing the entire Program to build the retail bank from scratch in 2 years.We were building Velvon as a FinTech company with customers’ needs in the center, following HCD principles in our product development. The product and process design was then quickly implemented into our IT platform applying an agile methodology with biweekly development sprints. The IT core banking platform was strictly cloud based, built around micro-services and developed internally.Unfortunately, In February 2020, several months before our launch, the project was terminated by our shareholder, Home Credit Group B.V., which has re-evaluated the project and has determined that it does not support its renewed strategic focus on building long-standing relationships with customers in its core, high-growth markets, particularly in Asia.

Air Bank, a banking startup built to disrupt a banking market and be “the first bank you can like”, has become one of the most admired brands in the Czech Republic with extraordinary customer satisfaction (NPS around 70) and market share above 10%.As a Chief Operations/Customer Care Officer and later as a Chief Customer Experience Officer I had been building and co-managing Air Bank from a very early start up stage to the bank with 800.000 clients, balance sheet 3.9 mil. Euro and net profit of 58 mil. Euro.I led the teams over 100 people and managed the following functions:• Contact center and Customer care including Complaint management• Back office (new client processing, client file maintenance, transaction accounting, reconciliation)• Payment processing including SEPA and SWIFT• Card processing & ATM network management• Facility management• Customer experience office• Change management officeAmong other projects I successfully headed the projects to • Built bank’s customer care and back office operations from scratch including process and system design and implementation• Changed a performance management framework for call center and back office staff• Implemented a Genesys contact center platform• Implemented a SEPA and SWIFT payment processing• Built a network of 300+ ATMs• Redesigned 2 company offices (both locations were separately awarded as “the most attractive office 2015” and “the best office 2017” in the Czech Republic)• Redesigned a “How Air Bank manages changes” framework and processes.

RESPONSIBLE FOR:• Following functions: Underwriting (sales finance & mortgage), call center, collection, bank’s back office, credit file archive and IT (development, support, help desk, infrastructure);• Definition and implementation of the bank’s business strategy;• Definition and implementation of operations strategy;• Operations CAPEX/OPEX budget over $2 million;• Operational reporting to CEO & shareholders;• Resource planning & management;• Management of operational KPIs and SLAs, e.g. time to yes, time to money, call center KPIs, portfolio delinquency, delinquency bucket normalization rates, IT system downtime, salary increase rate, staff churn rate, etc;• Compliance requirement fulfillment;• Operational process improvement;• Sponsorship and management of key strategic projects;• People management (6 direct reports, overall team headcount over 100 employees);• Performance management & team development.

A] July 2006 – December 2006, Prague; Head of Business process improvement department at Home Credit group HQ• Implementation of Home Credit Group’s standardized operational model into newly established group businesses in Ukraine, Vietnam and China; • Implementation of generic process management functions into group management structure and processes; • Process definition and modeling, including maintenance of process know-how repository;• Process implementation including project management and consulting of local staff.B] May 2004 – June 2006, Moscow; Head of Business process management department at Home Credit & Finance Bank• Improvement of banking processes with particular focus on back-office processes (UW, account opening, merchant settlement, after sales customer service, etc);• Implementation of generic process management functions into bank management structure and processes;• Process analysis, definition and modeling, including maintenance of process know-how repository; • Process implementation including project management, definition of IT requirements, participation in IT testing and training;• Development and maintenance of internal, official procedures, working instructions and other, selected normative documents;• Management and development of team of business process analysts.

• I was based in Hong Kong and Kuala Lumpur, Malaysia and as a consultant worked for customers in Japan, Taiwan, Philippines, Malaysia, Egypt and Indonesia. Examples of my assignments and roles are as follows:o Architect of call center IT solution, responsible for managing and delivering the functional design of the call center IT solution for 8.000.000 Telecom Egypt customers, Egypt, 12/2002 – 4/2003o Business process analysis and design authority, Hong Kong, 5/2000 – 12/2000o Call center solution architect, Hong Kong & Malaysia, 1/2001 – 12/2002o Offering Manager, a member of an Asia-Pacific Telco Solutions Consulting group, Malaysia, 5/2003 – 4/2004• Consultant, Czech Republic, 2/1999 – 4/2000

Worked as a system analyst. With the use of analytical methodologies, techniques and tools (CASE tools, ARIS, data modeling etc), analyzed and documented clients’ requirements for IT systems.