Monika Witkowska
Wroclaw
Summary
Senior banking operations and delivery leader with extensive experience managing multi-location, cross-functional teams. Proven success in driving operational efficiency, leading offshore transitions, and building scalable, high-performing organizations that enhance client service and experience.
Recognized for impactful people leadership, talent development, and stakeholder management, with a consistent focus on aligning workforce strategies to business objectives. Track record in partnering with both multi location business and HR functions.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Offshore Delivery Manager/ Project Manager
UBS Business Solutions Poland
06.2022 - 04.2026
- Led a multidisciplinary organization of ~70 specialists across UX Design, Product Management, Data Analytics, and Business Support within a matrix structure, partnering with functional leaders responsible for delivery while acting as the local line manager accountable for people strategy and development.
- Ensured workforce readiness by aligning skills development, capability building, and succession planning with future business demand and global strategy.
- Owned the end-to-end employee lifecycle, including role definition, recruitment, onboarding, development, performance management, compensation (salary reviews and bonuses), and offboarding.
- Fostered a “one team” culture across distributed locations, driving engagement, collaboration, and alignment despite cross-site setup.
- Led local people agenda initiatives focused on team integration, communication of strategic direction, and employee engagement, including workshops and events with senior leadership.
- Supported offshore transformation stabilization, aligning workforce planning and talent strategy with Swiss leadership and business priorities.
- Managed vendor relationships and contracting processes for external tools and agency partners, ensuring cost efficiency, compliance, and service quality.
Service Delivery Manager (GWM EMEA, Ops/CLM)
UBS Business Solutions Poland
08.2020 - 05.2022
- Led 4 Team Leads and 52 specialists, providing CLM servicing for Global Wealth Management Operations UK, Jersey, Germany, Italy and Luxemburg and ensuring high-quality operational delivery aligned with SLA and OLA targets.
- Implemented structured governance including operational reviews, calibrations, and performance tracking to maintain delivery excellence.
- Built capability frameworks using skill matrices and structured development plans, strengthening team competencies.
- Managed process transitions from onshore locations to Poland, ensuring smooth knowledge transfer, system access readiness, and documentation accuracy.
- Introduced enhanced control frameworks and Key Process Control Indicator (KPCi) assessments, improving operational risk management.
- Partnered with Legal, Compliance, and IT teams to support product launches and system upgrades.
- Maintained workforce and organizational structures using headcount tracking and resource planning tools.
Business Manager - Group Operations Poland
UBS Business Solutions Poland
09.2019 - 07.2020
- Coordinated governance of executive committees including Management Committee and Project Steering Committee for Head of Operations Poland.
- Led internal initiatives such as Zero Paper and People Focus Group, improving operational efficiency and employee engagement.
- Managed full project lifecycle across multiple operational improvement initiatives.
- Prepared executive reporting and analytics covering workforce planning, employee survey results, and succession planning.
- Organized large internal events and town halls to strengthen communication and alignment.
Service Delivery Team Lead (GWM UK Ops/Settlemets)
UBS Business Solutions Poland
01.2017 - 08.2019
- Led a 17-person operations team delivering clearing and settlement services for equities, funds, and asset transfers.
- Ensured operational stability and compliance while consistently meeting SLA targets.
- Built a high-performing team culture focused on continuous improvement and service quality.
- Developed team capability through mentoring, coaching, and structured onboarding.
- Ensuring that team is collaborating with internal partners to deliver the best service.
- Build culture of innovation and continuous improvement.
Director of Retail Area
Ing Bank Śląski
06.2011 - 12.2016
- Managed distributed teams across several branches, leading 14 employees and driving sales and service performance.
- Achieved consistent sales targets while maintaining strong quality and compliance standards.
- Implemented talent development programs including goal setting, performance reviews, and development planning.
- Led regional initiatives including training programs for newly hired advisors and employee retention improvements.
- Managed operational budgets and performance reporting across sales, risk, and HR metrics.
- Managed relations with business lines, mobile channels and risk.
- 01.2012 to date – 3 branches (Legnica, Bolesławiec, Zgorzelec) 06.2011 to 12.2012 – 2 branches in Wałbrzych
Retail Branch Director
Ing Bank Śląski
07.2008 - 05.2011
- Managed a 7-person advisory team, delivering strong sales performance and customer satisfaction.
- Implemented performance improvement initiatives based on sales and quality analytics.
- Maintained regulatory compliance and operational risk management within branch operations.
- Conducting recruitment processes, employment, adaptation and efficient onboarding.
- Cooperation with the business lines and mobile channels.
Specialist/Team Lider
Lukas Bank S.A
11.2003 - 06.2008
- Led a 27-person contact center team delivering banking products to retail clients.
- Optimized sales processes in cooperation with marketing teams.
- Designed and implemented sales scripts and training programs for telemarketing teams.
- Delivered analytical reporting on campaign performance to support strategic improvements.
Education
Postgraduate studies - HR Bussines Partner
Uniwersytet Ekonomiczny
WrocławPostgraduate studies - Psychology in Business
Wyższa Szkoła Bankowa
WrocławMajor - Administration
Uniwersytet Wrocławski
WrocławSkills
- Global Operations Leadership/Service Delivery Management
- Offshore / Transformation Programs
- Stakeholder & Executive Management
- Talent Development & Leadership Coaching
- Operational Excellence & Process Optimization
- Governance & Risk Management
- Performance Management (SLA / OLA / KPI)
- Employee Engagement & Culture Building
Languages
English
Advanced
C1
Certification
- Scrum Master (PSM I)
Professional Agile Leadership (PAL I)
Disclaimer
I consent to the processing of my personal data for the purposes of recruitment for the position I am applying for.
Timeline
Offshore Delivery Manager/ Project Manager
UBS Business Solutions Poland
06.2022 - 04.2026
Service Delivery Manager (GWM EMEA, Ops/CLM)
UBS Business Solutions Poland
08.2020 - 05.2022
Business Manager - Group Operations Poland
UBS Business Solutions Poland
09.2019 - 07.2020
Service Delivery Team Lead (GWM UK Ops/Settlemets)
UBS Business Solutions Poland
01.2017 - 08.2019
Director of Retail Area
Ing Bank Śląski
06.2011 - 12.2016
Retail Branch Director
Ing Bank Śląski
07.2008 - 05.2011
Specialist/Team Lider
Lukas Bank S.A
11.2003 - 06.2008
Postgraduate studies - HR Bussines Partner
Uniwersytet Ekonomiczny
Postgraduate studies - Psychology in Business
Wyższa Szkoła Bankowa
Major - Administration
Uniwersytet Wrocławski