Tomasz Troszczyński
Warsaw
Summary
A seasoned senior leader with over 10 years of experience in effectively managing operations teams performance within a fast-paced multinational environment. Manager with a strong background in overseeing shared services center operations and leading both B2C and B2B frontline and back-office teams comprising 500+ employees serving globally.
Overview
13
13
years of professional experience
1
1
Certificate
Work History
Regional SSC Director
Groupon Shared Services
01.2021 - 09.2023
- Supervised Warsaw, Katowice, and Valencia Shared Services Centers
- Coordinated collaboration internationally between Facilities, IT, Communication, and HR to ensure smooth functioning of SSC
- Provided leadership to Content Operations, Back-office Support, Customer Service, and Merchant Service Departments consisting of up to 550 employees serving globally (EMEA, NAM, APAC)
- Overseeing Sites' performance and driving programs to improve employees' engagement and satisfaction
- Responsible for Operational Plan creation, implementation and execution
Warsaw SSC Director
Groupon Shared Services
01.2018 - 01.2021
- Supervised Warsaw Shared Services Center
- Coordinated collaboration between local teams: Facilities, IT, Communication, HR to ensure Warsaw Site smooth functioning
- Provided leadership to Content Operations and Back-office Support departments consisting of up to 240 employees
Head of Content Operations Department
Groupon Shared Services
07.2015 - 01.2018
- Established Content Operations Department from scratch and grew team headcount from 0 to 140 employees within 2.5 years
- Supervised Content Operations Department serving globally and producing over 50k transactions monthly
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed systems and procedures to improve operational quality and team efficiency.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Operationally responsible for delivering productivity, quality, SLA, customer & merchant satisfaction and SOP execution
Senior Operations Manager
Groupon Poland
01.2013 - 07.2015
- Supervised merchant's and sales operations teams (40+ employees in total)
- Provided consultancy to Poland's Country Manager for strategic plan execution on local market
- Supported Head of Key Account Managers in negotiations with top-tier local accounts
Sales Support Manager
Groupon Poland
01.2011 - 01.2013
- Managed a team of 10+ Regional Planning Specialists responsible for providing daily support to Regional Sales Directors and Sales Representatives
- Ensured individual team members performance regarding marketing campaigns management (~ $3M contracts' value a month)
- Developed solutions to sales challenges and maximized business opportunities
Planning/Sales Support Specialist
Groupon Poland
09.2010 - 10.2011
- Helped cultivate and maintain business relationships by providing day-to-day support to Regional Sales Directors and Sales Representatives regarding individual merchants' marketing campaigns
- Prepared and presented sales reports and merchant profiles to upper management
- Directly contributed to delivering regional financials
Trainee
Hellmann Worldwide Logistics
05.2010 - 06.2010
- 4-week trainee program assignment
- Contacted company's business partners, and collected quantitative and qualitative insights regarding service quality
- Analyzed and reported data to Head of Marketing
Education
Master of Economics - Management
Warsaw School of Economics
Warsaw2010
Bachelor - Economics and Management
University of Bialystok
Bialystok2008
Skills
- Teamwork
- Collaboration
- Change Management
- Project Management
- Leadership
- Conflict Resolution
- Communication
- Organization
- Time Management
Certification
- AgilePM® Practitioner, APMG International - Warsaw 2023
- CX Performance Leader, COPC® CX Standards - remote class 2021
- SLII Experience™ Situational Leadership II, The Ken Blanchard Companies' leadership model program - London 2019
- Senior Leadership Fundamentals, The Oxford Group - Berlin 2018
- CX Standards Certified Implementation Leader, COPC® - Chicago 2018
- Lean Six Sigma Green Belt training, Groupon Excellence Academy - Warsaw 2017
Languages
Polish
Native language
English
Proficient
C2
Accomplishments
Successful transition of decentralized Content Operations services to Warsaw Shared Services Center:
- transferred processes from various countries to Poland
- coordinated hiring, onboarding, training, and performance management processes end-to-end
- established a centralized team from scratch, growing to 140 employees within 2.5 years, handling over 50k transactions monthly
- reduced average turnaround time by 51% in 6 months through process optimization, standardization, and resource cross-utilization
Established a framework for collaboration between Operations and Tech Teams:
- set up a cooperation framework between RPA, BPI, and Service Delivery Teams
- redesigned processes, resulting in the implementation of 8 RPA bots and annualized cost savings of ~$100k
Initiated and implemented an employee engagement program:
- addressed decreasing accountability and employee satisfaction during the pandemic
- designed a development program for managers, enabling them to succeed under new circumstances
- increased satisfaction scores for managers and frontline employees by 28% YoY
Timeline
Regional SSC Director
Groupon Shared Services
01.2021 - 09.2023
Warsaw SSC Director
Groupon Shared Services
01.2018 - 01.2021
Head of Content Operations Department
Groupon Shared Services
07.2015 - 01.2018
Senior Operations Manager
Groupon Poland
01.2013 - 07.2015
Sales Support Manager
Groupon Poland
01.2011 - 01.2013
Planning/Sales Support Specialist
Groupon Poland
09.2010 - 10.2011
Trainee
Hellmann Worldwide Logistics
05.2010 - 06.2010
Master of Economics - Management
Warsaw School of Economics
Bachelor - Economics and Management
University of Bialystok
Publications
- HR Business Partner Magazine Case study https://hrbusinesspartner.pl/artykul/zarzadzanie-wolne-od-ego-case-study-groupon
- “Puls Biznesu” Conference Lecture https://www.pb.pl/konferencje/robotyzacja-i-ai-w-contact-center-3f8e67de-5594-4d0a-9ef1-f78eece5859c
- SSC Heroes Poland Career Tips Video Series https://youtube.com/@sscheroespoland4208
- Shared Services Outsourcing Directory 2018 interview https://issuu.com/biznespolska/docs/ceesso_directory_2018_finalpdf/18
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