Paweł Rowicki

• Fostering strong working relationships with internal/external stakeholders, including Oversight teams
• Supporting development of Client KPI’s and Monthly Service Packs
• Managing Stock Settlements and Stock Confirmations teams towards goals, deadlines and daily cut-offs
• Performing root cause analysis of discrepancies between instructions on the market
• Delivering relevant information to all stakeholders enabling efficient settlement process
• Ensuring effective MIS process
• Participation in business initiatives, client on-boarding and documenting new processes;
• Implementing LEAN project
• Ensuring Team and Middle Office department are compliant with local and global regulations;
• Ownership of clients and business ad-hoc queries and requirements and delegation to relevant teams
• Developing firm Team progression plan in line with goals and culture values
• Developing effective talent retention programme
• Active involvement in Department strategic planning
• Running recruitment interview process
• Capacity planning and risk management
• Ensuring all mandatory training is completed
• Sourcing relevant training for individual and team development

Reed in Partnership was the first private organisation to deliver the UK Government's flagship "New Deal" programme in 1998 and since then has assisted over 100,000 people back into work. Reed in Partnership is one of the largest providers in Welfare to Work sector in the UK.

Duties:
Managing the team of 5 Evidence Control Executives
Conducting monthly Performance Reviews and Personal Development Reviews
Assigning the workload to Executives and ensuring the monthly targets are met.
Monitoring team's daily activity in order to maximise the performance
Liaising between all relevant departments including Senior Management in order to ensure the steady supply of the workload to Executives
Spot and document sample checking to ensure that the evidencing process is contractually compliant and to required standards
Chairing daily team Conference Calls as well as weekly Operations conference calls in the absence of the Evidence Control Manager.
Training new starters
Approving annual leaves

responsible for building, developing and maintaining relationships with our partner employers
ensuring that the employment evidence, gathered both face-to-face and over the telephone, is contractually compliant and to required standards and referring outcomes to Internal Audit when a fraud is suspected
ensuring that work is carried out promptly and efficiently, by working closely with other team members and departments
working towards targets and deadlines set by Senior Management

Auctioning4u wasthe largest UK Ebay retailer selling items on behalf of the third parties such as private individuals and high street retailers. It was the first Ebay seller to introduce the Drop-Off Shops.

Duties:
Handling the most difficult customer complaints over the phone, email and letters, ensuring that all emails are being answered in time and appropriate manner
Managing the complaints from the beginning to the end. Ensuring that the Company's standards are met (complaints acknowledged within 5 hours, solution within 3 working days)
managing the Customer Service team, assessing workload, motivating and coaching staff
overseeing the daily work of subordinate employees
holding regular team meetings, attending weekly managers meetings and reporting on the department's performance and issues that arise
maintaining, reviewing and improving customer service standards
setting targets and ensuring the have been met
processing paypal refunds, resolving paypal and ebay disputes, sending out invoices
making recommendations for system or staffing changes and implementing new systems
updating a clients database
creating weekly reports using Excel and preparing the Power Point presentations

dealing with credit card payments and being in charge of daily incomes
increasing the revenue generated by the store, gaining new business clients
preparing business clients' reports, statistics

managing the team of four receptionists, assessing workload and scheduling the shifts
making reservations, processing check-in and check-out, managing busy switchboard, receiving and processing payments
handling customers' complaints and liaising with other departments

managing all daily correspondence
switchboard operating
dealing with all the guests' and staff's enquiries
liaising with all the hotel departments
securing the events in the hotel's function rooms, maintaining safe environment within the hotel
guest relations