Emilia Rychlewska

• Leader managing team of 15 professionals with main focus on achieving higher team performance, recourses optimization and people's work-life balance in wide understanding
• Manage daily end-to-end operation by developing efficient solutions to improve overall cluster performance (125% of project target realization in managed cluster)
• Managing and reporting operation due to SLA/KPIs and adhering performance indicators due to Business unit needs (increasing performance due to all aligned targets and keeping them on required level e.g. KPI 049 99%, TT SLA Compliance 99%)
• Assigned back up of Senior Process Manager (head of Order Management department) what led to an extraordinary responsibilities like: being first point of contact for Head of SSC in Poland, stakeholders and business, take part in Leadership meetings representing department and discussing performance and if needed mitigation actions, support for another leaders within department as well as operation, taking decisions applicable for whole department.
• Ensure day-to-day operation performed on Business Unit requirements and agreed quality. Mitigation actions and projects increasing efficiency to achieve status quo. Monitor data analytics to identify trends, opportunities and areas of improvement within the cluster operations.
• Established strong relationships with key stakeholders and Business Unit representatives through regular meetings, reports, and presentations on cluster progress during Service and Governance calls.
• Close cooperation with Business Partner assigned for Business Unit to strengthen and improve the cooperation with the business
• Being main coordinator for Problem solving projects target for whole Order Management department with project target realization for team of 60 people on level of 128%.
• Lean leader with focus on lean management and efficiency improvements who managed to build and strengthen lean culture with team of 15 people ending up with target realization on level of 125% in 2023.
• People's manager responsible for recruiting and hiring talent to strengthen the existing workforce, ensuring qualified professionals were placed in crucial roles throughout the team. Development of people - within 2 years managed to develop Senior Process Specialist to became Deputy Cluster Manager in AR/CM team supporting Cash Collection transition. Mentor and coach for team's members (Individual development plans, yearly personal non-operational goals).

In addition to operational tasks:

• Being a back up for Cluster manager
• Support line manager to assure that all SLA/KPIs are fulfilled, process is performed due to aligned with BU requirements and quality
• Handle complaints and escalations
• Support for line manager in Service call presentation preparation
• Execute internal controls and take part in audits
• Prepare and conduct team meetings, huddles, at hoc meetings
• Taking care of documentation (SOP, WR, WI)
• Being part of hiring process

In addition to operational role in Export Service Desk:

• SPOC for the process topics and contact person for stakeholders within process
• Responsible for onboarding and follow ups on onboarding
• Service calls presentation preparing and presenting
• Reporting and presenting prepared data
• Responsible for volumetrics and workload adjustments
• Internal controls reporting
• Process performance of team members updates for CM
• Problem solving attitude
• Back up structure (DCM, as per team structure)

• Sales and Sample Orders Processing according to country regulations
• SPOC for all affiliates/customers inside the organization for Export business related issues or requests
• Complaint handling process (including debit / credit payments) and support the central coordinator
• Handling of all required documentation
• Handling of Letters of Credit
• Support Contracts handling (SAP , legal contracts) - preparation, verification
• Coordination of open orders with final customers and Clariant's affiliates
• Calculation of freight costs, commissions and other surcharges to be added on the Marketing given sales prices.

• Execution of Sales and Fulfillment process for Philips customer including performance reporting, projects leading, taking part in process transition.

• Customer Service Specialist: End-to-end export order fulfillment in line with customer standards (Procter and Gamble customer) including cooperation with sea carriers, preparation of export documents, complaint handling process and implementation of new projects (Fastrack, MySAP)
• Team leader: Assure to achieve team's goals, building day-to-day relationships with customer, cross-functional collaboration, successful launch of Fastrack project enabling timely global delivery of fast-moving products
• Quality and BPO Coordinator: Quality assurance, training conducting in the field of operational procedures and customer requirements, internal auditor for DHL company.

• Coordination of import deliveries Export documentation preparation Complaints handling Supervision and managing the work of warehouse employees