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Work Background
Athens iOS MeetupsCo Organizer
Oct. 2017
Advantage FSE - FISERV Business PartnerPeople & Culture Director
Mar. 2015Athens, Attiki, GreeceResponsibilities:
Strategic Leadership: Developed HR strategy aligned with business goals, nurturing high-performance culture in remote and hybrid teams.
End-to-End HR Management: Oversaw all HR functions, from talent acquisition to DEI initiatives. Key Achievements:
• Cultural Transformation: Contributed to transforming the company into a leading software house and employer of choice in Greece.
• Recruitment Framework: Designed a framework resulting in 200+ IT Digital Banking hires, launching 9 Software Engineering Academies, and increasing employee referrals from 10% to 50%.
• Employee Engagement & Well-being: Enhanced engagement, raised satisfaction rates from 68% to 82%, designed a comprehensive internal communication framework, held team-building activities.
• Career Development Framework: Bridged company goals with employee aspirations and introduced a training program for mentors.
• On-boarding & Assimilation: Developed an on-boarding framework focused on compliance, culture, and connection.
• Alumni Scheme: Established alumni processes, fostering community engagement and re-hires, alongside a referral award scheme.
• Policies & Handbooks: Created comprehensive people-related policies, including Remote Work, Anti-discrimination, Data Protection, and an Employee Handbook.
• Retention & Satisfaction: Reduced 1st-year churn from 12% to 0%, maintaining a total churn rate of 11%—below the industry average. Doubled employee tenure from 2.5 to 5 years.
• Positive Ratings: Elevated company ratings on platforms like Glassdoor, achieving a 4.5 rating, 97% CEO approval, and high recommendations, reflecting a positive culture, diversity and inclusion, and career opportunities.
Piraeus Bank (following the acquisition of Millennium bank)Customer Experience & Intelligence, Manager
Jan. 2014 - Dec. 2014Athens, GreeceAfter the successful acquisition of Millennium Bank, spearheaded a series of strategic initiatives focused on enhancing the overall customer experience at Piraeus Bank.
Key Achievements:
• Pioneered the development of customer-centric processes, emphasizing service excellence and fostering customer engagement.
• Devised an employee engagement process to drive the Bank's continuous quality improvement cycle.
Millennium bankDirect Banking Director
Jan. 2009 - Dec. 2013Athens, GreeceBusiness Development and operational management of Internet Services, ATMs, Contact Center. Key Achievements:
• Award-Winning Contact Center: Earned Gold Awards in the 2012 & 2009 Teleperformance Grand Prix Contest for Contact Centers in Greece.
• Financial Growth: Achieved a 50%+ increase in Direct Banking operating income.
• Innovation: Introduced Mobile Banking with a 10% monthly growth rate.
• eBanking Success: Drove a 75%+ annual increase in eBanking active users and a 70%+ in revenue.
• Call Center Optimization: Reduced abandonments by 50%+ and waiting time by 40%.
• Team Leadership: Led a team of 50 (2 direct reports), reporting to the COO.
ΕΛΛΗΝΙΚΟ ΙΝΣΤΙΤΟΥΤΟ ΕΞΥΠΗΡΕΤΗΣΗΣ ΠΕΛΑΤΩΝ (ΕΙΕΠ) - Hellenic Institute of Customer ServiceMember of the Board
Jan. 2007 - Dec. 2007Athens, Greece
Millennium bankQuality Assurance & Customer Care Director
Sep. 2004 - Dec. 2008Athens, GreeceQuality Management: Oversaw quality in customer service, employee satisfaction, and complaints.
Framework Design: Designed and launched Customer & Employee Satisfaction Framework, including a Customer Care Center and an Innovative Ideas scheme.
Team Leadership: Led a team of 6 professionals, reporting to the GM. Key Achievements:
• Employee & Internal Satisfaction: Boosted employee satisfaction by +21% and internal customer satisfaction by +8%.
• External Satisfaction: Enhanced external customer satisfaction by +10%.
• Cost Efficiency: Achieved 30% lower survey handling costs.
• Complaints Handling: Reduced complaints by 20% and resolved them 50% faster.
Millennium bank (ex Novabank, start-up operation)Human Resources Director (start-up position)
Nov. 1999 - Aug. 2004Athens, GreeceFounding Team Member: Integral member of the bank's founding team, played a pivotal role in shaping the organization's early years.
Strategic Leadership: Crafted and executed a people strategy that aligned seamlessly with the bank's business strategy and core values. Nurtured a high-performance culture that contributed to the bank's success.
Team Leadership: Led a team of 9 HR professionals, reporting directly to the CEO. Key Achievements:
• Recruitment Excellence: Designed a robust recruitment framework, resulting in the successful onboarding of 400+ employees within 8 months.
• Comprehensive Training: Contributed to a 'cascade' training program for various employee levels and specialties, ensuring readiness for the bank's launch.
• Career Development Framework: Designed a holistic framework aligning company objectives with employee aspirations, focusing on evaluation, goal setting, training plans, rotations, succession planning and high-flyer management.
• Compensation & Benefits: Managed total compensation and benefits, including bonus schemes and stock options.
• Awards and Recognition: Spearheaded the bank's recognition as the "Best Place to Work in Greece" and "Best Place to Work in Europe."
• Organizational Excellence: Co-led an "Improving Organizational Performance" project aimed at maximizing value creation and sustainability, in collaboration with McKinsey & Company.
• Global Contributions: Actively participated in international projects, shaping competency frameworks and corporate levels.
ING BankHuman Resources Manager (start-up position)
Dec. 1997 - Nov. 1999Athens, GreeceHR Strategy: Developed and executed the Human Resources strategic direction in alignment with ING Group’s directives.
Europe-wide Projects: Participated in Europe-wide HR projects and simultaneously served as the Greece HR lead for the local ING Group, covering both the bank and insurance company.
Team Leadership: Led a team of 3 professionals, reporting to the Country Manager.
CitibankMarketing Product Manager
Sep. 1996 - Nov. 1997Athens, Greece
CitibankCompensation & Benefits Administrator
Jan. 1993 - Aug. 1996Athens, Greece
CitiHR & Public Relations Assistant
Jun. 1990 - Dec. 1992Athens, Attiki, Greece
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