Zurich, Zurich, Switzerland
I work as a Team Head (Authorized Officer) at UBS in Zurich, where I lead a 12-member Client Manager team within Client Solutions Switzerland in Personal Banking. My role focuses on ensuring smooth operations, delivering excellent client service, and maintaining high-quality standards. In summer 2025, I earned my Bachelor of Science (BSc) in Business Administration, majoring in General Management, from the ZHAW School of Management and Law. This academic background complements my professional expertise in management, leadership, and strategic thinking. I am particularly passionate about leading teams, coaching, and empowering people to reach their full potential.
Leading a team of 12 Digital Client Managers in the Personal Banking segment after successfully managing the team ad interim. Key Responsibilities: Client Service Excellence: Oversee a wide range of client inquiries, including accounts, cards, new openings, and payment investigations, ensuring top-quality service and adherence to regulatory requirements. Team Leadership: Foster continuous development through coaching, mentoring, and regular performance reviews, creating a positive and growth-oriented team environment. Operational Management: Handle workforce planning, manage absences and vacation schedules, and ensure optimal team capacity to maintain seamless operations. Collaboration: Work closely with the Functional Head and regional teams in Basel, Renens, and Manno to align processes, priorities, and best practices. Performance Monitoring: Track team KPIs and service metrics to ensure consistent client satisfaction and identify areas for improvement. Cross-Team Support: Provide support to other team leaders during vacation absences to ensure smooth operations across the organization. Key Achievements: Successfully transitioned the team to meet higher performance standards, reflected in improved KPIs and client satisfaction scores. Implemented new coaching strategies that enhanced team efficiency and individual development. Strengthened collaboration across regional teams, streamlining processes and fostering a unified approach. This role allows me to combine my leadership skills with a strong focus on service delivery and employee development, ensuring operational excellence and a positive team environment.
In my next role, I supported requests from Corporate and Institutional Clients and ensured smooth client service. Key responsibilities & achievements: I managed written and telephone inquiries from our clients, providing fast and professional solutions, including cross-selling relevant products. After one year, took over the training of the apprentice in our team guiding new trainees through their learning and development. After 1.5 years, I was promoted to Deputy Team Head, supporting my Line Manager in leading the teams in Zurich and Basel. As Deputy Team Head, I was responsible for daily leadership of the teams in Zurich and Basel during the absence of my manager, who worked part-time. I ensured smooth operations and high-quality client service across both locations. Key responsibilities & achievements: Prepared and conducted team meetings to align priorities and foster collaboration. Participated in interviews and coaching sessions, supporting recruitment and staff development. Oversaw daily operations, provided guidance, and supported team members in achieving performance targets. Contributed to process improvements and knowledge sharing, ensuring efficiency, quality and continuity across the teams.
Due to a short-term absence (3 months), I got the opportunity to took on the temporary leadership of a Client Manager team in Personal Banking with 10 employees. During this period, I stabilized the team, ensured smooth day-to-day operations, and maintained high-quality client service.
During my apprenticeship at Swiss Re, I worked across several departments and gained a broad understanding of corporate functions, operations, and support processes in the following areas: IT, Software Asset Management supported software lifecycle management, license monitoring, and other administratove tasks related to Software Asset Management. Legal, Intellectual Property assisted with documentation, and administrative work related to intellectual property and legal matters. Corporate Solutions, Team Assistant provided organizational and administrative support for executives and underwriters such as coordinating meetings and booking trips. This role helped me deepen my organizational skills and contributed to my professional development.