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BURO QAVIAROnline Business Manager & Virtual Assistent
Jan. 2025
Zurich InsuranceAgile | Product Coach | Cloud Technology Team
Jun. 2023 - Mar. 2024GlobalAs an Agile/Product Coach, I guided the Cloud team on an exciting journey toward Agile working and a product-oriented approach. In this role, I helped the team implement Scrum, Kanban, and Scrumban, which significantly improved collaboration and resulted in higher-quality deliverables. I coached team members and Product Owners, helping them master Agile principles and product management skills. We also worked together on creating product visions, roadmaps, and prioritizing backlog, always balancing the needs of the business and the customer. I organized workshops on everything from Agile basics to advanced techniques and ensured all ceremonies ran smoothly, leading to better communication and continuous improvement. To track our progress, I implemented Agile metrics and KPIs, monitoring team performance, cloud infrastructure usage, and product statistics. As a change champion, I was a strong advocate for Agile practices and a product-oriented mindset. It was incredibly rewarding to see how this transformed our way of working and the culture within the organization. The most valuable part of this role? Collaborating with diverse teams to develop customer-focused, cloud-native solutions, always keeping Agile and a product-oriented approach at the core of our work. My toolkit includes Agile methodologies such as Scrum, Kanban, and Scrumban, product management, change management, a passion for coaching, and the ability to bring people together and help teams grow.
Zurich InsuranceHead of Next Gen IA | Product Manager | Process Mining
Apr. 2022 - May. 2023GlobalAs Head of Next Gen IA, I was responsible for the vision and strategy of our process mining product, ensuring it aligned perfectly with organizational goals and customer needs. I led the entire product development process, collaborating closely with engineers, data scientists, and designers to turn ideas into a market-ready product that directly addressed our customers' specific challenges. Collaboration with stakeholders was a key aspect of my role. I worked across departments to gather requirements, validate features, and ensure the product met both business objectives and local regulations. To successfully launch and scale the product, I developed and executed a comprehensive go-to-market strategy, driving awareness, adoption, and accelerated growth. Financial management was another critical part of my responsibilities. I oversaw the budget, forecasted future needs, and worked with finance teams to keep everything on track. Additionally, I managed relationships with external vendors and partners, negotiated contracts, monitored their performance, and ensured timely delivery that met our quality standards. Leadership was at the core of my role. I fostered a culture of collaboration and innovation within the team, mentoring team members and empowering them to perform at their best. My skills? Product management, stakeholder management, strategic planning, digital transformation, and Agile methodologies – all essential to achieving successful product outcomes and leading teams to success.
Zurich InsuranceHead of Intelligent Automation | RPA Strategy and Operations | M&A Integration
Mar. 2021 - Mar. 2022GlobalAs Lead for RPA Development and Platform Management, I guided a team of RPA developers in designing and implementing advanced automation solutions, ensuring successful project delivery while providing mentorship and support. Additionally, I led a team responsible for the configuration, maintenance, and optimization of the RPA platform. What did this involve? I developed and executed our intelligent automation strategy, aligning initiatives with business objectives and driving digital transformation through platform enhancements. I managed RPA software licenses, maintained vendor relationships, and negotiated contracts to ensure compliance and maximize value while keeping costs under control. Budget management was a critical aspect of my role. I handled forecasts, cost estimates, and expense tracking, implemented cost-saving measures, and conducted ROI analyses to demonstrate the financial benefits of our automation investments. To ensure transparency, I established KPIs and metrics to monitor platform performance and usage, providing regular reports to stakeholders. Collaboration was key. I worked closely with stakeholders across departments to gather requirements and ensure our platform initiatives aligned with organizational goals. In addition, I led the project management of two M&A initiatives involving an RPA company and a chatbot company. I successfully guided cross-functional teams through the integrations. What are my strengths? Leading projects, strategic planning, empowering teams, driving digital transformation, and applying Agile methodologies – all essential for delivering impactful automation solutions and fostering team success.
Zurich InsuranceHead of Operational Excellence Shared Services | Digital Transformation
Jan. 2018 - Mar. 2021GlobalIn my role as Lead for Operational Excellence in Shared Services, my focus was on designing and implementing strategies to streamline operations, improve quality, and enhance customer satisfaction. What did this involve? I had the privilege of leading a talented team of experts, guiding them through improvement initiatives that helped us achieve our operational excellence goals. Collaboration was key. I worked closely with various teams to identify areas for process optimization, leveraging Lean Six Sigma and other methodologies to implement improvements across our shared services. Engaging stakeholders at all levels was a crucial part of my work. I ensured we understood their needs, gathered their feedback, and aligned our digital transformation projects with the company’s priorities. Building strong relationships with both internal and external partners was central to this process. I also made it a priority to foster a culture of continuous improvement, encouraging my team to identify and implement ways to enhance efficiency and quality. On the digital front, I led transformation initiatives, including managing the development of an enterprise chatbot. Using a bot-of-bots approach, we simplified processes and improved the user experience, always keeping our organizational goals and tangible results at the forefront. What skills do I bring? Product management, project management, strategic planning, lean management, and Agile methodologies – all essential for driving impactful change and leading teams to success.
Zurich InsuranceGlobal Operational Excellence Business Partner | Lean Transformation | Change Management
Sep. 2016 - Dec. 2017GlobalAs Operational Excellence Lead, I was responsible for identifying opportunities for operational improvement within the organization and leading initiatives to enhance efficiency, quality, and customer satisfaction. What did this involve? Conducting detailed analyses of operational processes, systems, and performance metrics to pinpoint key areas for improvement and develop targeted strategies. Leading Lean projects, Kaizen events, and process optimization initiatives to streamline workflows, reduce waste, and boost productivity. Managing change effectively by engaging stakeholders at all levels, building strong collaborations, and ensuring the successful implementation of improvement initiatives. Delivering training and coaching to equip employees with the knowledge and tools needed to apply operational excellence principles and sustain improvements. Overseeing operational excellence projects from start to finish, including project planning, timelines, budgets, and resources, to ensure objectives were met on time and within budget. Exploring opportunities for automation and technology integration to further streamline processes and improve operational effectiveness. Establishing documentation standards and best practices to ensure consistency and compliance with industry regulations. What’s in my toolkit? Project management, Lean management, Agile methodologies, problem-solving, and coaching – all essential skills for driving operational excellence and leading teams to success.
Zurich InsuranceGlobal Streamlead for Change Management and Lean Transformation | 5 Lenses Approach
Sep. 2015 - Aug. 2016GlobalAs Stream Lead for Operational Transformation, I applied McKinsey’s WoW methodology to achieve significant improvements in cost reduction and operational agility. Providing strategic direction was a key part of my role. I enhanced the efficiency and effectiveness of projects, ensuring our initiatives stayed on track and delivered tangible results. I also focused on mentoring senior management, fostering a culture of continuous improvement. This resulted in reduced operational waste and increased productivity. I designed and delivered tailored training programs to address specific transformation challenges and mitigate resistance to change. Engaging stakeholders at all levels was central to my approach. I gathered input, built support, and ensured our transformation and Lean initiatives aligned with business needs. Facilitating collaboration and communication created buy-in and commitment to the changes. Additionally, I led change teams to ensure sustainable implementation, resulting in greater employee engagement and improved customer satisfaction. Effective change management was critical: I engaged stakeholders, communicated the vision for transformation, and provided coaching and support to guide teams smoothly through the changes. What’s in my toolkit? Strategic Leadership, Change Management, Continuous Improvement, Training & Coaching, and Stakeholder Engagement – all essential for driving successful transformations and leading teams to their goals.
Zurich InsuranceGlobal Business Architect | Operational Transformation | Change Management
Sep. 2013 - Aug. 2015GlobalAs a Business Architect, I developed comprehensive architecture frameworks and blueprints that aligned our business processes, information, applications, and technologies with the organization's goals and objectives. I conducted in-depth analyses of business needs and processes, identifying opportunities for improvement and ensuring alignment with our strategic objectives. Utilizing business process modeling, I mapped current and future processes, identified inefficiencies, and provided recommendations to enhance operational efficiency and effectiveness. A key part of my role was leading operational transformations, which resulted in significant cost reductions and improved organizational efficiency. I spearheaded initiatives focused on business standardization, enhancing service quality while adhering to global best practices. Developing and implementing target operating models was also central to my role, leading to substantial productivity increases and improved operational effectiveness. Collaborative leadership was integral to my approach. I worked closely with cross-functional teams to improve various operational areas, resulting in higher customer satisfaction and shorter turnaround times. Additionally, I successfully integrated Lean principles into our operational processes, driving significant improvements in both efficiency and effectiveness. What’s in my toolkit? Business Process Modeling, Operational Transformation, Lean Integration, and Collaborative Leadership – all essential for driving successful organizational change and aligning operations with strategic goals.
Zurich InsuranceBusiness Process Optimization | Lean Principles Specialist
Apr. 2010 - Aug. 2013LuxembourgAs an Operational Excellence and Lean Process Optimization Specialist, I have developed strong expertise in assessing, redesigning, and optimizing business processes using Lean principles to drive continuous improvement. My focus was on delivering and maintaining documented processes, coordinating process activities, and establishing robust process management standards. Key Achievements: Led initiatives to analyze and improve existing processes, resulting in more efficient workflows and significant cost savings. Successfully applied Lean principles to reduce lead times and increase productivity across various operational functions. Developed mechanisms for continuous process improvement, fostering a culture of refinement and significantly enhancing customer satisfaction. Defined and implemented standards and policies for process management, ensuring consistency and reliability in business processes. Worked closely with local management to facilitate smooth transitions from old to new processes, minimizing disruptions and driving strong employee engagement. Projects Managed: Implementation of Financial Controls: Led a project to establish robust financial controls, ensuring regulatory compliance and enhancing financial transparency. Lean Yellow Belt Certification: Became the first in the local entity to achieve Lean Yellow Belt certification, demonstrating expertise in Lean principles and methodologies. What’s in my toolkit? Process redesign, Lean methodologies, continuous improvement, process management, and stakeholder collaboration—essential tools for driving operational excellence and successfully optimizing business processes.
Private Estate Life, part of NPG Wealth ManagementDedicated Fund Life Administrator | Client-Centric Policy Manager
Jan. 2009 - Apr. 2010LuxembourgAs a Dedicated Fund Life Administrator, I have consistently delivered exceptional results by effectively managing and administering funds for our clients. My approach combined financial expertise, regulatory knowledge, and a strong focus on client needs, leading to several key achievements: Key Achievements: Successfully managed the administration of assigned funds, ensuring not only compliance with regulations but also exceeding them, alongside client expectations. Implemented more efficient administrative processes, significantly reducing costs while maintaining quality and regulatory compliance. Built strong client relationships by providing tailored solutions that met their unique needs, resulting in higher satisfaction and long-term partnerships. Ensured accurate and timely reporting on fund performance, enabling clients and stakeholders to make well-informed decisions through clear and transparent communication. Summary: My role as a Dedicated Fund Life Administrator was centered on delivering excellence, optimizing efficiency, and keeping our clients at the heart of everything, all while navigating the complexities of financial regulations.
CRM Services | Dexia Life & Pensions | KobelcoLife Insurance Administration Expert
Aug. 2000 - Dec. 2008LuxembourgWith 8 years of dedicated experience in the life insurance sector, I developed into a Life Insurance Administrator who consistently delivered exceptional results. My experience in various roles at a broker, insurance company, and master broker has provided me with a deep understanding of the industry and valuable hands-on expertise. Key Achievements: New Business Policy Administration: Led the implementation of new policy processes, significantly improving customer onboarding and streamlining operations. Optimized Policy Management: Enhanced administrative processes through creative refinements, reducing processing times and improving data management accuracy. Customer-Centric Service: Built strong client relationships and expertly resolved complex insurance issues, resulting in high levels of customer satisfaction and trust. Continuous Learning: Stayed up-to-date with the latest industry trends and regulations, ensuring our administrative processes remained current and compliant. Summary: My time as a Life Insurance Administrator was defined by a commitment to excellence, customer-focused service, and a drive for continuous improvement—backed by a unique perspective on the industry gained through experience in diverse business environments.
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