Profil zawodowy
Podsumowanie
Doświadczenie
Wykształcenie
Umiejętności
LANGUAGES / ADDITIONAL SKILLS
Certyfikacja
Dodatkowe informacje
Dostępność
Oś czasu
Generic
Marek Mróz

Marek Mróz

Operational Process Support Manager
Łódź

Profil zawodowy

I am a manager with twenty years of experience in managing various types of teams and projects, and with a personal passion for geography, tourism and sports.

I am a supporter of open communication, motivation through clear goals and, above all, honesty in everyday relationships.

Over the past year, I played a key role in the migration of BHW's retail banking business to VeloBank, being responsible for the Operations (back-office) area.

Podsumowanie

2
2
Languages
1
1
Certification
5
5
years of post-secondary education
21
21
l. doświadczenia zawodowego

Doświadczenie

Credit Operations MIS and System Support Office Head

Bank Handlowy w Warszawie SA /Velobank SA
Warsaw/Łódź
2018.07 - Current
  • Participation in the project of migration of Bank Handlowy retail banking to VeloBank - coordination of the Operations area
  • Supervising of: delivering reports and analysis for Credit Operations (Collection, Credit Initiation, Core Operations, Fraud Prevention Unit), system support for applications used in Department of Operations, developing new tools
  • Creating finance plans, monitoring budget execution and controlling expenses
  • Calculating incentive scorecards
  • Preparing materials for senior management and offshore consultants
  • Project management
  • Managing team of 10 experts: daily operations of the office, motivating and assessing employee performance

CitiPhone Manager

Bank Handlowy w Warszawie SA
2017.03 - 2018.06
  • Supervising 2 teams of customer service
  • Running digital & efficiency projects for the department

acting CitiPhone Manager

Bank Handlowy w Warszawie SA
2015.04 - 2017.02
  • Running call center for mass customers (~100 people/5 teams)
  • Team management, motivating employees to achieve goals (service and sales).
  • Optimizing business processes to increase efficiency

Project Lead, Process and Report Analyst, Department of Customer Phone Service “CitiPhone”

Bank Handlowy w Warszawie SA
Łódź
2013.04 - 2015.03
  • Monitoring and enhancing process efficiency and agent productivity in call center
  • Reporting and analyzing KPIs
  • Leading the project of digitization and call offload (moving customer service from phone to digital channels: the internet, mobile applications)
  • Cooperation with offshore units within the company

Team Leader, Department of Customer Phone Service “CitiPhone”

Bank Handlowy w Warszawie SA
2007.11 - 2013.03
  • Team managing (holidays, work schedule, monthly evaluation, coaching, setting yearly goals and evaluating them)
  • Recruiting new staff, organizing training and place of work
  • Improving processes of phone customer service
  • Monitoring phone traffic and managing employees’ activities in order to provide expected service level (average speed answer time, average handling time etc.)
  • Providing the high quality of customer service
  • Realization of team service and sales targets

acting CitiFinancial Customer Service Supervisor

Bank Handlowy w Warszawie SA
2007.05 - 2007.10
  • Creating customer service procedures and improving processes
  • Preparing reports and other documents for audit purposes

CitiFinancial Customer Service Specialist

Bank Handlowy w Warszawie SA
2005.08 - 2007.05
  • Coordination of information security policy and strategy of continuity of business in emergency situations
  • Handling customers’ complaints

Wykształcenie

master - International Economic and Political Relations, Foreign Trade

University of Łódź
Poland
2000.01 - 2005.01

Umiejętności

  • Team Leadership and staff management
  • Critical decision making
  • Change implementation
  • Data analytics
  • Cross-departmental collaboration
  • Process Improvement
  • Public speaking
  • Effective communication
  • Microsoft Office Tools & Internet applications

LANGUAGES / ADDITIONAL SKILLS

English
Advanced
C1
Spanish
Elementary
A2

Certyfikacja

  • Citi Lean Management
  • Citi Project Management Program

Dodatkowe informacje

  • conducting economics lessons in schools as part of a volunteering program

Dostępność

poniedziałek
wtorek
środa
czwartek
piątek
sobota
niedziela
poranek
popołudnie
wieczór
przesuń, aby przeglądać

Oś czasu

Credit Operations MIS and System Support Office Head

Bank Handlowy w Warszawie SA /Velobank SA
2018.07 - Current

CitiPhone Manager

Bank Handlowy w Warszawie SA
2017.03 - 2018.06

acting CitiPhone Manager

Bank Handlowy w Warszawie SA
2015.04 - 2017.02

Project Lead, Process and Report Analyst, Department of Customer Phone Service “CitiPhone”

Bank Handlowy w Warszawie SA
2013.04 - 2015.03

Team Leader, Department of Customer Phone Service “CitiPhone”

Bank Handlowy w Warszawie SA
2007.11 - 2013.03

acting CitiFinancial Customer Service Supervisor

Bank Handlowy w Warszawie SA
2007.05 - 2007.10

CitiFinancial Customer Service Specialist

Bank Handlowy w Warszawie SA
2005.08 - 2007.05

master - International Economic and Political Relations, Foreign Trade

University of Łódź
2000.01 - 2005.01
Marek MrózOperational Process Support Manager