Startup
Startup
A senior leader at Corporate Center transforming, steering and supporting large scale front and back office organizations.
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
2020 -
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
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
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
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
University of Bern
Master of Business Administration lic.rer.pol.
Interests
Activities:
IoT & smart living, garden design & gardening, Koi fish & dog, sailing & biking, cooking & gourmet, antiques & brocantes. See also my private interests.
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Places:
Central Switzerland