Summary
Overview
Work History
Education
Skills
Hobbies and Interests
Languages
Additional Information
Timeline
Generic
Iwona Łyszczarczyk

Iwona Łyszczarczyk

Kraków

Summary

Service Delivery Manager offering experience in day-to-day business operations management. Focused on creating value for customers and profitability for the company. Streamlines processes for efficiency and profitability. Well organized, attentive to detail and reliable team player committed to building high-performing teams.

Overview

13
13
years of professional experience

Work History

Service Delivery Manager

Cognizant
10.2022 - Current
  • Organizing new department (recruitment, work organization, establishing procedures)
  • Setting up objectives for the teams
  • Being Point of Contact and Escalations for Google Program Managers (Google Maps Project)
  • Hosting clients visits (several positive feedback received)
  • Standardizing processes and implementing improvements (e.g
  • Implementing new dashboards, Work Allocation, New Joiners Onboarding process, creating Team Website)
  • Monitoring utilization of a budget
  • Forward planning and ensuring that goals are achieved
  • Monitoring Metrics and setting up Actions Plans for improving performance
  • Coaching team members and 3 newly promoted team leaders
  • Overseeing transition of multiple processes to Krakow Location (recruitment, trainings, setting up knowledge base, appointing process POCs).

Operations Manager

Aon
10.2019 - 09.2022
  • Optimizing operations, leveraging scale, and allocating resources appropriately
  • Supervising and monitoring all operational activities for 5 teams
  • Ensuring high quality service, in time and accurate
  • Organizing annual work and monitoring workload and KPIs
  • Coordinating several projects (e.g., setting up new teams, implementing new system, process redesign, new client implementation)
  • Motivating and engaging teams
  • Analyzing data to solve issues and improve service.

Team Manager

Aon
07.2015 - 09.2019
  • Supervising all processes and staff to ensure delivering high quality of work within agreed deadlines
  • Coordinating client exits and transition of new processes to Krakow location and other projects
  • Setting up a new team (KPIs, files, structure, team organization)
  • Hiring, training, mentoring and developing team members
  • Inspiring, motivating and engaging team members
  • Solving process and people related issues
  • Implementing improvements and efficiencies
  • Cooperating with several teams both in Krakow and the UK.

Senior Pension Scheme Administrator

Aon
11.2014 - 06.2015
  • Work allocation and controlling
  • Implementing improvements
  • Coordinating projects
  • Preparing instructions and scheme specifics
  • Conducting trainings
  • Monitoring quality and SLAs.

Pension Administrator Core

Aon
01.2013 - 10.2014
  • Processing and checking transactions
  • Coordinating Lean Community
  • Developing Excel calculations
  • Improving processes
  • Taking part in transition in the UK
  • Training new hires.

Pension Administrator Entry

Aon
07.2011 - 12.2012
  • Processing and checking transactions
  • Controlling and allocating work
  • Taking Part in projects.

Education

Business Data Analysis, Feedback With Impact

Aon University
Kraków
2022

Virtual Leadership, How To Assess English Level

Aon University
Kraków
2022

Fact-Based Generations Management, Mental Health

Aon University
Kraków
2021

Continuing Education - Project Management

Krakow School of Business
Kraków
07.2013

English, Leadership, Project Management

Bucks County Community College
Newtown, PA, USA
01.2011

Master of Science - Management

Krakow University of Economics
Kraków
10.2009

Skills

  • MS Office/Google Workspace
  • Project Management
  • Communication skills
  • Analytical skills
  • Change Management
  • Effective Time Management
  • Setting up Goals
  • Planning and Implementation
  • Operation Monitoring
  • Performance Management
  • Recruiting and Hiring
  • Workflow Optimization
  • Building rapport with Clients
  • Driving teams to achieve SLAs/metrics

Hobbies and Interests

  • Bridge
  • Books
  • Sport (yoga, traveling. hiking, bike)

Languages

Polish
Proficient
C2
English
Advanced
C1
German
Elementary
A2

Additional Information

I agree to the processing of personal data provided in this document for realising the recruitment process pursuant to the Personal Data Protection Act of 10 May 2018 (Journal of Laws 2018, item 1000) and in agreement with Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation).

Timeline

Service Delivery Manager

Cognizant
10.2022 - Current

Operations Manager

Aon
10.2019 - 09.2022

Team Manager

Aon
07.2015 - 09.2019

Senior Pension Scheme Administrator

Aon
11.2014 - 06.2015

Pension Administrator Core

Aon
01.2013 - 10.2014

Pension Administrator Entry

Aon
07.2011 - 12.2012

Business Data Analysis, Feedback With Impact

Aon University

Virtual Leadership, How To Assess English Level

Aon University

Fact-Based Generations Management, Mental Health

Aon University

Continuing Education - Project Management

Krakow School of Business

English, Leadership, Project Management

Bucks County Community College

Master of Science - Management

Krakow University of Economics

Similar Profiles

CREATE PROFILE
Iwona Łyszczarczyk