Startup
Startup
Executive in Transition | Business Transformation | Operations & Customer Engagement | Data & Digitalization | Longevity Innovation (AgeTech) & Entrepreneurship
MY CV
Professional Summary
Development and digital transformation of high performance (large scale) Front- and Back- office organizations.
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Implementation of target operating models by stategic programs/project management, business process (re)engineering/integration/automation and sustainable change management.
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Management of service portfolios (incl. capacity/sourcing strategies and oversight of large scale outsourcing engagements).
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Design of client centric low effort omnichannel customer journey experiences and introduction of virtual multimedia customer interaction platforms (incl. digital integration: self service, automation/bots (AI)).
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Driving data in organizations (balanced scorecards, business intelligence, dashboards, data science) and cultivating data literacy.
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Shaping of future-oriented customer engagement job profiles, skills models and career paths; realization of high impact leadership/coaching/training and talent programs.
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Management and development of complex corporate center functions: strategy, quality, processes, channels, services, risks, performance, budgets, sales, workforce, skills, infrastructure.
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Leading leaders and senior project managers/experts/diverse and agile business/IT teams.
Experience
2024 - 2025
UBS
Head Business Enablement Private & Corporate Operations (global)
Execution of service framework incl. implementation of standards (KPIs/process documentation), maintenance of service catalogue and oversight/reporting of service performance. Integration support: service catalogue migration and allocations harmonization. Driving data capabilities (dashboards, reporting, automation, capacity management). Coordination of data governance and regulatory reporting framework to resolve data issues and comply with regulatory requirements. Leading a diverse team of (senior) business managers and data specialists.
2020 - 2024
CREDIT SUISSE
Head Service Management Global Operations Region Switzerland
Development, oversight & management of Back-office services provided to Swiss universal bank Front-units (incl. large scale outsourcing engagements: document digitalization, factory). Driving data (MIS/BI/advanced analytics/literacy), service excellence and Front- to Back-office process integration (incl. self services (bots/AI))/ automation/behavioral change. Leading and agilizing specialist teams.
2017-2019
CREDIT SUISSE
Chief of Staff Swiss Private Clients
Upscaled Retail bank segment with > 1000 branch & contact center employees; leading complex COO functions/specialist teams (first line of defense, process management, skills development, workspace transformation, management support). Head of omni-channel customer engagement transformation program.
2013 - 2016
CREDIT SUISSE
Chief of Staff Retail Clients Switzerland
Retail bank segment with > 400 contact center employees; leading COO functions/specialist teams (risk, processes, skills, infrastructure, performance). Head of contact center platform renewal.
Education
2022/2024
Credit Suisse/UBS
Partizipation in Startup Incubator Programs (Founders@Credit Suisse, UBS Next)
2020-2021
Credit Suisse
Internal leadership impact trainings, agile leadership, leading hybrid/remote teams
2013 - 2014
IMD Business School/Credit Suisse
High Impact Leaders Program, Zürich
2012
IESE Business School/University of Navarra
Personal Development Program, Barcelona/Madrid/New York
2002
Standford University/Credit Suisse
Financial Services Program incl. international assignment IBM Research Lab, Silicon Valley/CA
1990 - 1996
Master of Business Administration lic.rer.pol.
University of Bern
Interests
Activities:
Hospitality & gourmet, antiques & patina, longevity & age tech, sailing & biking, garden & animals
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Places:
Central Plateau & Central Switzerland