Warsaw, Mazowieckie, Poland
Dynamic and strategic People & Culture and Operations leader with over 20 years of experience in banking and financial services. Proven track record in leading large-scale teams (up to 125 FTE), driving cultural and organizational transformations, and implementing hybrid work strategies. Recognized for building inclusive, high-performing teams, creating holistic Wellbeing & Health, Safety & Environment (HSE) programs, and fostering employee engagement through scalable initiatives. Experienced in Lean process optimization, risk and capacity management, and KPI/SLA governance. Expert in stakeholder collaboration, vendor and budget management, and cross-functional leadership, with a strong background in customer service, training, and employee development.
Leading the strategic development and execution of a holistic health culture across the organization. Responsible for ensuring a safe and compliant working environment, aligned with both national regulations and best practices in occupational health and safety. Key achievements and responsibilities: - developed and implemented a comprehensive Wellbeing & HSE strategy based on the principles of prevention, promotion, and intervention. - chaired the H&S Committee and collaborated closely with trade unions and internal stakeholders to enhance health and safety standards. - established a nationwide administrative-office HSE community, organizing annual benchmarking meetings for sharing best practices. - designed and rolled out impactful health campaigns, including: Emotional Safety program with self-coaching elements, Mental Resilience, Managerial Psychominutes, support for chronic conditions like allergies and pain management, Vision Health, 7 Steps to Ergonomics, Breathing Academy and many more - founded and scaled interest-based Employee Clubs with over 30 clubs, 60 coordinators, and 4,100+ members, significantly boosting employee engagement. - reached over 50% of the bank’s workforce through voluntary wellbeing initiatives. Actively contributed to two bank-wide transformation initiatives ("hot spots"): - hybrid Work Model – co-developed cultural and behavioral frameworks to support healthy, sustainable work habits. - workload Management – designed solutions focused on mental wellbeing, balance, and long-term employee resilience, efficiency.
Initiated and led the creation of an interdisciplinary Wellbeing Team during the COVID-19 pandemic. Highlights: - developed the bank’s first dedicated wellbeing strategy. - launched an employee support hotline and crisis support services. - built a cross-functional team delivering programs across 4 key pillars: physical health, mental health, meaningful relationships, and financial education. Temporarily led the recruitment team twice to ensure continuity during managerial transitions.
Responsible for the end-to-end management of employee development initiatives, including vendor coordination, training logistics, and budget execution. Key responsibilities and achievements: - oversaw strategic cooperation with external learning & development providers, managing contracts, service quality, and relationship performance. - coordinated the full logistics of training delivery across the organization, ensuring seamless execution and employee satisfaction. - managed and monitored the training budget to align with organizational goals and cost-efficiency standards. - designed and implemented development programs tailored to employee needs and business priorities. Successfully led the relocation of the training function from Wrocław to Warsaw, recruiting a new team within two months and ensuring full operational continuity.
Tasks: - led and managed of Department up to 150 FTE: diverse processes – AML and non AML - managed, created and maintained SLAs (aprox. 10) and KPIs - sought out ways to simplify, develop and incorporate of existing and new processes (Simplify the bank saving in 2017 205 322 GBP- 278% of the yearly target) - created and managed divisional budget in line with financial objectives - engaged, motivated and guided of a team of high performing individuals, - managed migration of processes to Poland / project management
Tasks: - developed solution/system which raised the level of customer service which required cooperation with and motivation of wide range of people from German and Sweden - supervised of multitask job in the Team (7 FTE): scanning and indexing agreements, call centre, collection process (pre-legal, legal), processing customers and institutions correspondences, settlements on customer’s accounts - maintained good relations with outsourcing companies and as a result received good level of services, audited on yearly basis -set budget and ensure this was not exceeded (E2E customer service and vendors costs) - Proxy from June 2012
Tasks: - supervised of proper functioning of the Department: Call Center, Telemarketing, Collection Division, administration and legal team, monitoring and training unit (100 FTE) - maintained staff motivation during a period of redundancy - set budget for Call Center and Collection areas and ensure this was not exeeded
Tasks: - supervised call center team leaders - supervised administration and legal team - created and implemented bad debt sales to increase revenue
Tasks: - managed of subordinate collection specialists, inspectors and assistants of recovery (10 FTEs) - cooperated with external debt collection companies, and the police (embezzlement /defraud) - supervised the proper administration of correspondence