Amsterdam, North Holland, Netherlands
Senior Manager with 10+ years of experience across retail banking, fintech, and luxury sectors, with a strong focus on Customer experience, IT Service Management, Operations and Sales. Experienced in leading cross-functional projects, managing cross-regional stakeholders ( EMEA, APAC, AMERICA) and delivering data-driven improvements. Skilled in leveraging technology (Data, AI, Analytics) to optimize processes, enhance decision-making and operational efficiency.
- Driving the best customer experience of delivery of IT Service Desk, collaboration, workplace software, Executive support and end user IT equipment services to Dyson’s EMEA employees (15 Offices, 5 After Sales Centers, 100+ Retail Stores). - Delivering Projects to meet customers’ requirements, improves the way people work and streamlines processes to workplace solutions. - Support and Manage urgent escalations for a wide range of different Business Stakeholders. - Be the regional point of contact for escalations about ITSM service, prioritisation IT requests and incidents are proactively and successfully executed by the teams responsible. - Regular Service Review to understand the experience and needs of customers, ensuring ITSM service is aligned with business needs, key risks, prioritising desired and agreed stakeholders’ requirements. -Managing external partners and service vendors with accountability for contractual delivery of service supply. -Increasing C-Sat/NPS score and employees' experience. - Optimize ITSM cost spend ( Opex/Capex code). -Lead the creation of Power Bi and ServiceNow reports to ensure all relevant information is communicated to business stakeholders.
- Work in partnership with Country Manager, Head of Sales and Alibaba ecosystem to devise and implement an effective acquisition Fx sales strategy for EEA SMEs and ecommerce merchants. - Lead generation, commercial meeting (Video Calls, Physical Visit, Online Webinar, Social Network acquisition) and KYC onboarding process to acquire new business prospects. - Work on identifying new commercial partnership opportunities, developing strong connections with potential partners and relevant stakeholders by being present in the EEA Market. - Attend and organize events (online and physical) to promote Business vision and the benefits of WorldFirst and the Ant ecosystem.
- Responsible for managing the commercial activities, staffing and efficient daily operations of a full service banking smart branch (15 sales advisors). - Maximize Financial, Production and Relationship branch results as defined by the role specific metrics and goals. - Manage risk related to credit, anti -fraud/ money laundering controls including KYC, AML, PEP checks, and adverse media screening. - Promotes staff development through coaching, career planning and training in the area of customer service, sales, operations, digital solutions and products.
- Selected for the talent program within Unicredit Group. - Work with other members of the program to Start up and develop Internal Projects for Innovative sectors.
- Transform and redesign 20 traditional branches into digital-smart branches by migrating the existing teller operations to self-service technologies. - Motivate and train 20 Branch Managers in order to increase customers and employees digital solutions education. - Manage a pilot project to improve cross selling productivity between corporate, private and retail banking areas.
- Consult and advise customers for art exhibitions, theatrical events and concerts. - Sell and Inform clients about ticket offers and special packages.
- Events organisation as well as participation within the European Institutions (Conferences, Info Days, Consultation, etc.). - Attending European Parliament's Committees (ITRE, JURI, IMCO). - Attending meeting with MEPs. - Attending meeting with EU Commission Functionaries and Head of Units. - Contribute to studies in order to formulate proposals for regulation or legislation on Intellectual property. - Drafting reports, documentation and newsletter. - Monitoring and reporting how the EU Institutions are leading the R&D, innovation, competitiveness, patent and cooperation policies at European level . - Monitoring call for tenders / proposals from EU Institutions (FP7, CIP, IEE, EUROPEAID, LLP, etc.).