Łukasz Gąsior

- Providing local supervisory oversight across Group Operations service delivery teams and two sites for a total number of up to 600 staff throughout a range of banking processes.
- Member of EMEA Group Operations Management Committee and Poland Management Committee taking strategic decisions for Business Services Center Poland and EMEA region.
- Closely cooperating with senior stakeholders across business areas in order to maximize performance and effectiveness of teams in Poland.
- Designing framework and driving execution of continuous improvement initiatives.
- Acting as a point of escalation for service delivery issues and risks.
- Working closely with Transformation team to ensure proper development and execution of service catalogue including process extensions, transitions in and out.
- Driving an extensive people agenda to lead, develop and motive staff across all levels.
- Coordinating and managing the budget for service delivery activities within the center and forecasting of headcount needs in partnership with functional demand pipeline.

Being a member of the senior management team and working closely with the General Manager I am responsible for leading and managing teams of nearly 500 FTEs across the centre in the following areas:
- Service Delivery/Operations
- Transition and Transformation processes
- Local IT support
I am responsible for setting and executing objectives and standards across the centre to ensure effective operational and financial performance of service delivery teams and related support functions. I cooperate closely with the Managing Director and with Sales teams on new projects, contracts, solutions and commercial negotiations. I supervise change management processes including continuous improvement initiatives and transition of new services from clients to Krakow Business Centre. I work in conjunction with Risk and Compliance team to ensure adherence to industry and regulatory requirements as well as with HR on leading, motivating, developing and supporting service delivery and operational management teams.

Providing oversight to service delivery teams for several clients ensuring high level of customer service, robust operations aligned to policies and procedures and financial performance aligned to business plan. In charge of owning and managing contracts P&L accounts across a number of service lines, leading and managing a team of up to 150 FTEs including all aspects of performance and development. Responsible for continuous improvement plans for specific contracts ensuring delivery of service levels and quality standards, risk and compliance policies are adhered to and managing client relationships for specific contracts.

Leading and managing 3 service delivery teams and 40 accountants within billing, collections, credit control, credit vetting and dispute management processes in projects with monthly turnover of $400m in insurance business for a US client and £40m in consumer goods sector for a UK client. I was responsible for service levels and quality standards, staff development, continuous service improvement, controlling project costs and daily operational contact with clients.

By supporting and coaching team members throughout daily routines and building team spirit and proactive approach as well as improvement friendly environment I was responsible for delivering excellent service with a team of 12 collections and revenue representatives for a US market.

Key member of German speaking AR/GL teams, responsible for cash application, invoicing,
master data administration and period-end reconciliations for a Swiss client and a member of several transitions of AR, AP and GL processes from the UK to Krakow