Managing various enabling functions in retail business starting from application processing, underwriting and loan disbursement, credit administration, credit history bureaus reporting, state authorities requests processing, customer service and call center, collection, mobile application business development.Implementation of strategic projects (operational CRM, SBP (quick payment system), new credit conveyor), as well as number of automatization & optimization projects.Development and implementation of individual and team KPIs, motivation schemas, process streamlining and optimization, providing requested process quality to business units.Cost efficiency focus including direct cost reduction, providing better service for the same costSuccessful outsourcing and vendor management bringing real value to the organization for reasonable cost. • Operational CRM implementation within 6 months only • Net repayment cost decreased >2 times during 1,5 years• TTY/TTC for retail underwriting improved >30% with the same HC and increased volumes• NPS improved from 51 to 58

Conduct various evaluation to ensure accurateness of interviews, value stream mapping, data collection and measurements, process mapping, internal procedures, documents evaluation, and LEAN tools. Carry out gap analysis to assess differences between Leasing vs Bank processes and combine into one common process. Formulate various to-be, quick wins, and midterm processes and strategies. Contribute in operations maintenance by supervising operational support functions. Evaluate and select team members to perform multiple tasks. Organised internal PR campaign to increase awareness and simplify merge of functions. Develop and implement new motivation scheme for bank and subsidiary to improve x-sales.• Maximised the efficiency of organisational structure and governance through optimisation process.• Successfully converted the controlling of new application processes to a more automatic system.• Prepare and delivered X-sales penetration, resulting in enhancing sales from 30% to 60% within one year.

Established shared service centre through reallocation and centralization of 400+ functions to reduce operational costs and standardise bank’s processes. Participated in organisation transformation and structure simplification across the country. Developed capacity management to ensure availability of staff and information technology resources meets current and future business requirements. Implemented business process management systems, KPIs, incentive schemes for business operations improvements. Developed cascaded reporting system and dashboards for daily operations. Fostered and facilitated lean optimisation program for the whole centre. Directed and motivated staff members; initiated training system, succession planning, and staff development programs to improve employee’s engagement and empowerment. Dealt with corporate & retail credit administration, retail lending, corporate customer service back office, payments and operations, currency control, expense accounting, collections and restructuring, retail & corporate call center and ATM management.• Skilfully improved staff turnover rate by 25% to 19%.• Performed assigned tasks that enhanced 20% service quality and customer satisfaction.• Reduced number of employees in the organisation, resulting in saving cost by 30%-100%.• Provided exceptional services to key clients which resulted in increasing customer satisfaction.• Promoted bank’s brand on local HR market as a key employer with 1000+ headcount.• Contributed in completion of optimization projects, while ensuring compliance with client’s expectations.• Achieved significant process efficiency improvement by 50% to up to 300%.• Succeeded in company cost reduction and CIR (cost-to-income) ratio improvement.

Planned and allocated tactical objectives to managers, supervised the completion of tasks, and identified and resolved complex issues. Conducted several analyses to evaluate and improve the performance of existing business processes. Organised effective training programmes for staff skills enhancement as per training requirements. Determined production capacity needed by organisation to expand business. Developed and implemented people hiring, training development, and carrier planning systems. Executed improvement strategies to increase the efficiency of business analysis and management reporting system.• Played an integral role to design APS (application processing system) credit cards, personal loans, car loans, and complete other key projects of Bank.• Designed and deployed visual dashboards to evaluate the performance of team members as per KPIs.• Rationalized processes that minimized process time from three days to one day for up to 95% of applications.• Supported for continuous improvement through lean management, increasing 50% process efficiency.