Responsible for leading continuous service improvement initiatives and transformational projects across the organization. This role will identify areas of potential improvement, design solutions, and manage the implementation of changes to ensure operational excellence and enhanced customer experience.Key Responsibilities:1. Continuous Service Improvement:• Lead the development and execution of the Continuous Service Improvement (CSI) strategy.• Collaborate with departments across the organization to identify opportunities for service enhancement.• Monitor, analyze, and report on performance metrics, identifying areas for improvement.• Champion the integration of best practices and methodologies to foster a culture of continuous improvement.2. Transformation management:• Oversee the planning, execution, and delivery of transformation projects.• Collaborate with cross-functional teams to design innovative solutions addressing identified business challenges.• Ensure that transformation initiatives align with organizational goals and objectives.• Track and report on transformation project progress, ensuring timely delivery and adherence to specified requirements.3. Stakeholder management:• Engage with key stakeholders to understand their requirements and ensure their needs are incorporated into service improvements and transformation projects.• Communicate effectively with all levels of the organization, ensuring clarity and alignment on CSI and transformation objectives.4. Team leadership:• Manage and mentor a team of CSI and transformation specialists.• Foster a collaborative and innovative team environment.• Provide regular feedback and performance evaluations to team members.5. Training and development:• Promote and oversee training initiatives to ensure the organization remains updated on best practices in service delivery and transformation methodologies.

Key responsibilities:• Leading Quality & Activation department, consisting of 11 teams and over 150 agents, in providing outstanding operational support to Customer Service, IT and Sales teams.• Delivery of SLA for key indicators agreed with internal clients, reporting and analysis of key KPI’s in order to monitor performance.• Build strategies for resource allocation and workload management, ensuring operational effectiveness in the allocated budget.• Recruiting, career development and mentoring of people managers, defining development plans.• Building strong relationships with key stakeholders, ensuring great communication and collaboration between managed teams and internal/external clients, negotiating SLA’s for new support streams and defining implementation strategies;• Ownership of quality controls in Customer Operations and Sales channels in order to enforce procedures compliance and avoid revenue leakage or bad customer experience;• Manage recurrent testing and control on billing and product developing process in order to identify potential issues before/after new offers implementation.Key Achievements:• Led and implemented the first RPA solution to automate major and repetitive processes in: back office, HR, marketing.• Successfully implemented activation and logistics in a major governmental project to provide connectivity and tablets to children during the pandemics.• Successfully managed the growth of the department during the Liberty merge process.

Key responsibilities:• Perform design or redesign of key business processes to improve operational efficiency in accordance with company goals.• Analyze the effectiveness of current workflows in order to develop strategies for efficiency and automation.• Determine critical root cause analysis to drive strategic change and improve the current process environment.• Train and guide the team on process design improvements and provide technical support on various process strategies.• Ensure full integration of all process and linkage to best practices.• Manage multiple projects or initiatives at one time and coordinate the design team to achieve set objectives.Key achievements:• Major contribution at process design level in the OMV – Vodafone ICT, IoT & Mobility global deal, defining the new organizational model.• Design process and procedures for the implementation of M2M Global platform in Romania.• Define & design key processes for the integration resulted by EVO GPS acquisition.

Key responsibilities:• Create service design solutions for the Vodafone Global IoT customers• Design, build and assure cost-to-serve business processes associated with the unique IoT Customer lifecycle operating model, based on continuous improvement, right sourcing at worldwide level and industry best practices. • Assess the business requirements and the high level technical design solution to define the impact of the IoT product/service on the Customer lifecycle.• Cooperate with and coordinate different departments of the company [e.g. Commercial, Product Management, Legal, Technology Architecture, Customer Service] and get the necessary information and support for the definition of customer-centric service solution proposals.• Create the Service Design specific documentation and ensure that the E2E technical solution is aligned with the service design principles and the market specific operating model.

Key responsibilities:• Process designer in the Operational Readiness team for Business Customers.• Design processes and procedures for the sales and customer operations channels that sell and support business segments (global customers, corporate, SME & SOHO).Key responsibilities:• Contributed to the CRM process design team, responsible to deliver the new processes and the new business operation model of the new application impacting all products, segments and channels.

Key responsibilities:• Full accountability for the success of delivery projects – achieving commercial and customer KPIs.• Effective management of project plans/risks/issues – escalate as necessary to avoid impact on business and customer.• Maintained relationships with key stakeholders to ensure customer satisfaction and on-going business relationship. • Select priorities for all technical projects, commercial launches, process improvements, having in mind the companies' strategy and benefits brought.

Key responsibilities:• Provide 2nd level technical support for all Vodafone’s internet and data services for internal customers (e.g.: marketing, sales and customer service departments) including: setting up a 3G connection, mail configuration, webhosting support, mobile fax services.• Supervise correct distribution of agents in Call Center• Perform ad-hoc presentations, trainings, workshops, focus groups for agents• Report all issues, malfunctions to the appropriate department in order to correct all issues with negative impact on customers i.e. network outage, applications outage.