Zuzana Hrnciarova
Svätý Jur
Overview
17
17
years of professional experience
1
1
Certificate
Work History
CEE/EM&MEA Market Q2C Operations Leader
Kyndryl
11.2021 - 01.2025
- Streamlined operations by identifying inefficiencies and implementing process improvements.
- Boosted customer satisfaction rates through consistent service quality and timely issue resolution.
- Led cross-functional teams to successfully execute projects on time.
- Enhanced team productivity with effective communication, collaboration, and training initiatives.
- Facilitated change management efforts during organizational transitions for seamless integration of new systems or policies.
- Implemented data-driven approaches to monitor performance metrics and drive continuous improvement efforts.
Italy Market Q2C Operations Leader
IBM
04.2019 - 10.2021
- Covering operational part for Q2C Italy market for all brands/teams.
- Support to Market leader – budget, financial and headcount tracking, transitions.
- Talent /low performer management, compensation management.
- Preparing metrics review, data and workload analysis.
- Business support, escalations, ad hoc reporting.
- Business controls/audits support.
- Branding of the market/teams & promotion of the roles, individuals.
- Fostered strong relationships with clients through exceptional support services and proactive problem-solving techniques.
- Streamlined operations by identifying inefficiencies and implementing process improvements.
Business Controls Squad Leader for Services
IBM
03.2016 - 03.2019
- Management responsibilities (hiring, personnel evaluation, career development, skills development).
- Enable the team to manage day-to-day operation and balance the workload.
- Coordinate & report globally SOX testing activities of the team. Lead the audit on behalf of the department.
- Assess risks and take appropriate action, collaboration with all Services managers.
Systems Hardware Manager
IBM
01.2014 - 02.2016
- Managing teams of 20 -30 people. Management responsibilities (hiring, personnel evaluation, career development, skills development).
- Enable the team to manage day-to-day operation and balance the workload.
- Management of relationship with internal clients & Business partners with focus on client satisfaction.
- Lead/Participate in organization planning, providing leadership and support to ensure that business objectives are met, managing escalations.
- Assess risks and take appropriate action. supporting business controls & audit (leading the audit for hardware department for UKI).
Team Leader in Incentives - HW & Business Controls
IBM
10.2009 - 12.2013
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
- Organized professional development workshops, contributing to ongoing growth and expertise of team.
SOX Testing Specialist, Incentives
IBM
06.2008 - 09.2009
- Enhanced test coverage through thorough identification of critical test scenarios.
- Managed risk effectively by prioritizing tests based on potential impact and likelihood of occurrence.
- Collaborated with cross-functional teams on a projects.
- Reduced defects in area of testing, becoming subject matter expert, creating guidance & education materials.
Education
Master of Management And Marketing - Economics - Management & Marketing
University of Matej Bel
Banska Bystrica, Slovakia06-2007
Skills
- Operational excellence
- Management
- Data analysis
- Employee development
- Risk management
- Strategic planning
- Time management abilities
- Adaptability
- Change management
- Problem-solving
- Key performance indicators
Languages
Slovak
Native language
English
Proficient
C2
French
Beginner
A1
German
Beginner
A1
Italian
Beginner
A1
Timeline
CEE/EM&MEA Market Q2C Operations Leader
Kyndryl
11.2021 - 01.2025
Italy Market Q2C Operations Leader
IBM
04.2019 - 10.2021
Business Controls Squad Leader for Services
IBM
03.2016 - 03.2019
Systems Hardware Manager
IBM
01.2014 - 02.2016
Team Leader in Incentives - HW & Business Controls
IBM
10.2009 - 12.2013
SOX Testing Specialist, Incentives
IBM
06.2008 - 09.2009
- Microsoft 365 (Excel, Word, Powerpoint, Teams)
- Power BI
- Outlook, Copilot, Loop (& other planning apps)
Master of Management And Marketing - Economics - Management & Marketing
University of Matej Bel
Summary
Highly skilled and dedicated professional with a strong managerial background. Proven ability to manage complex projects and drive them to successful completion. Fostering a positive and productive work environment, with a keen ability to observe people's strengths and help them grow. Quick to learn the environment, processes and workflows, always seeking for improvements and working on solutions.
Certification
- Microsoft 365 (Excel, Word, Powerpoint, Teams)
- Power BI
- Outlook, Copilot, Loop (& other planning apps)
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