Direct reports: 10

Focus areas:

Operations of Modular units providing Healthcare diagnostics services

ISO certifications and other compliance projects

ESG Lead for the UK

Merger and Acquisitions Project manager

Full employee lifecycle, Recruitment and Wellbeing

Risk Register and mitigation for the business

Leading Internal communications

Achievements:

Full reset of Compliance processes

Employee' lifecycle full transformation

Corporate communications' restructuring and rethinking

Managed processes' merging after two acquisitions

Direct reports: 6

Focus areas:

Full setup of the representative office in Ukraine

Director of LLC

HR: Recruitment, Full employee lifecycle, Payroll

Finance: Accounting, Budget, Reporting

Legal and Compliance: Contracting, ISO certifications, Compliance

Facilities: Office lease, Procurement, Other administrative issues

IT: Infrastructure, Equipment, Logistics

Achievements:

Opening a company representative office in Ukraine. Employee #

1.

Speed hire of 50 employees in 6 months.

Management through War and processes optimization

Direct reports: 8

Indirect reports: 14

Focus areas:

First-line support for internal and external clients

worldwide

Payments' processing

IT support and infrastructure/incoming requests in Jira ServiceDesk

Visa&Travel support of clients worldwide

Events

Achievements:

Department establishment from 0 (the team was set-up in 2 months)

Incoming requests process automation (Jira)

Procurement process automation (in Jira)

Funds liquidity tracking process establishment

Team KPIs from scratch

Overtimes' tracking and coverage methodology launch

Launch of single communication channel for outgoing and incoming information

Reduction of customer complaints by 20% in 6 months

Knowledge base introduction

Check-list system introduction

In charge of 5 locations in Europe

Direct reports: 6

Indirect reports: 90

Focus areas:

Daily operations of all locations (5 locations)

Excellent service quality management

Creation of guidelines for customer service

Complaint handling guide

Development and execution of training on Customer service in all locations

P&L (Budgeting, cost optimization, analytics) New locations' launch

Global workforce planning

Recruitment

Achievements:

Kept online rating for all locations above 9.0 on Booking.com

Introduced complaint handling guide

Knowledgebase reload and setting on further track

Improvement of remote teams' management

Optimized costs by 20% per annum

Introduced and launched a system of budget adherence

Initiated and launched Guest service golden rules

Conducted a set of training on service quality in all locations

Initiated and finalized a project on accounting supplier change (Slovakia)

Reduction of customers' complaints by 10% in 1 year

Reload of compensation plans for General managers/KPIs

Direct reports: 8

Indirect reports: 70

Managing support staff in 25 offices Globally

Focus areas:

Global customer support and request processing

Administrative services and operations

Business continuity/Health&Safety

Procurement, FA management, Suppliers' management

Budgeting (analytics, cost optimization)

Global workforce management

Achievements:

Voice of the call center

Team reload from 0

Reduction of customers' complaints by 50% in the first 2 years

Improvement of remote teams' management

Incoming requests' automation and re-establishment

KPIs establishment from 0 (never existed in the organization, was the first department to do it)

Introduction of annual customer service satisfaction survey

Re-establishment of Procurement processes within the division

Service catalog launch (never existed in the organization)

Direct reports: 5

Indirect reports: 10

Focus areas:

First line support

Procurement (contract management, cost optimization, tenders)

Services for internal clients (fleet, mobile, repairs, cleaning, courier, taxi)

Brand book adherence control in 200 branches

Achievements:

Voice of the call center

Document flow systematization and restructuring in liaison with finance

Cost optimization annually from 10 to 30% (by changing suppliers mainly)

Launch of 200 branches, closure of 100 branches (in cooperation with construction division)

Tender process re-shaping

Launched fuel cards for all company cars

Signed a contract with Ukrposhta (not easy at those times ??)