Krzysztof Dolinski

Duties: managing the performance of outsourced Contact Center covering eight countries in two locations, determining operational strategies and improving the operations through cost, performance and effectiveness assessments, setting and developing objectives and targets for Customer Support Teams , Monitoring all activities on a daily basis ensuring timely and of highest quality support for end customers, preparation and analysis of sales reports and forecasts on both operational and financial side, performing quality and process assessments to identify the training needs

Managing Accounts Payable, Accounts Receivable, and Data Management Teams providing service for the global client, standardizing and optimizing cross department business processes, providing direction and planning to ensure all department projects are kept on target, managing month-end financial reporting cycle ensuring it is accurate and on time, participating in development of new and existing services including financial planning

Day to day management of Accounts Payables Team Leaders ensuring all targets are met, Supporting Operations Manager in effective management of accounting services delivered by
the Department, Identification of potential improvements in all processes that will increase work efficiency and improve internal controls

Implementation of Customer Support procedures, preparation and analysis of SLA and customer satisfaction reports, recruiting and training support specialists

Managing the team of 12 Specialists responsible for client’s product migration, supporting the transition and creation process of new department, liaising with finance in order to assure proper billing and revenue collections, recruiting and mentoring new specialists

Increasing and monitoring the level of performance, efficiency and knowledge of D&A Teams by providing training and mentoring sessions, supporting the transition process of 1st level support desk, assistance to clients who require expert data and product advice regarding financial instruments globally and it’s pricing

Resolution of global Fixed Income related queries(pricing, terms and conditions of global debt instruments) , providing trainings and presentations on debt instrument’s content, improvement of fixed income content and client’s satisfaction

Timely and complete resolution of queries regarding European financial markets from internal and external clients, building the knowledge on supported products (Eikon, 3000 Xtra)