Lucyna Wnuk

Center Operations Manager IBM Global Process Services in Kazan, Russia (Nov 2014 – present)
Maintaining and improving delivery operations process by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analysis; management system, process improvement and quality assurance programs, participating in professional societies, promoting the EPIC ideology.
Key highlights
• Accomplishing delivery centre human resource objectives by recruiting
• Meeting delivery centre financial objectives by estimating requirements
• Participating in associate and supervision selection and interviewing process
• Resolving customer escalations
• Maintaining professional and technical knowledge

Krakow (January 2012 – November 2014)
Following an in-depth analysis of existing delivery processes, lead a complete best practices optimization of existing procedures, including a simplification of the validation process for standardization
Key highlights
• Growing the reporting and CI role; committed to its success.
• Developing the business to ensure increased result, profitability.
• Initiated cross - training with other departments to improve work flow and streamline project competitions
• Coordinating automation project for EMEA and Global Centres (Brazil, Costa Rica)
• Process reporting in coordination for all Krakow contract;
• Supervision of delivery of predetermined SLA’s and KPI’s
• Preparation of quarterly reports for the internal audit, control and monitoring activities for SOX purposes
• Responsible for the administration and efficient daily operation
• Leading and coaching a group of 14 Reporting and Controls Analysts,
• Responding to scheme members’ queries (emails, letters, notes from call centre)


Continuous Improvement Leader IBM Global Process Services, Krakow (August 2011 – January 2012)
• Managing the project team
• Analyzing and prioritizing competing business needs
• Identifying business problems and proposing solutions
• Working with the IBM center teams to create a Six Sigma Training Policy and Training Contract
• Defining team members for each project
• Estimating resources needed and creating business cases
• Providing leadership, training and supervision

• performing a liaison function between the business side of an enterprise and the providers of services to the enterprise
• analysing, communicating and validating requirements for changes to business processes
• Categorizing and prioritizing issues using Affinity Diagrams

• Assistance in preparation of various presentation reports and ad hoc analyses for Management and external users
• Assistance in major project initiatives as required
• Ownership of updating and maintaining financial records in Innovation data base for selected innovation projects

•Application development
•Scripts update
•Database maintenance and SQL scripts update,
•Analysis of the client process (including assistance in the application implementation and entering data into it)
•consultancy services (in English) during transition Accounts Payable processes for European clients
•enhancing business processes and implementation of a new financial system
•Invoice processing in SAP and in E-Work Flow
•handling vendor calls and providing accurate response to all A/P inquiries
•preparing account reconciliation
•managing relationships with Vendor Credit Controllers to ensure prompt payment

Creating and conducting trainings;
• e-PUAP, Electronic Platform of Public Administration Services.
• MS Office – especially technically advanced Excel
• Visual Basic
• IPAQ – training on product

Trainer on;
MS Office - especially advanced Excel

Trainer on;
MS Office - especially advanced Excel