Anja Hennrich-Huber

• Led multi‑disciplinary teams to deliver complex transformation programs, ensuring alignment across business, operations, and technology.
• Advised C‑level executives on the selection, design, and implementation of innovative software platforms (e.g., securities advisory), enabling scalable and resilient service operations.
• Drove business development and portfolio growth, shaping client proposals, winning strategic accounts, and expanding the Technology Transformation practice.
• Applied deep expertise in Customer Service Operations, back‑office optimization, O2C fundamentals, and operating‑model redesign, guiding clients through end‑to‑end service transformation.
• Accelerated digital adoption by deploying AI, analytics, and RPA solutions to reduce manual effort, increase service quality, and improve KPIs such as CSAT, AHT, SLA performance, and processing throughput.
• Ensured robust delivery through strong program governance, risk management, and change‑management frameworks, driving sustainable impact across client organizations.

Key Project Experience

Directed a multi‑year digital transformation of the bank’s securities advisory business, redesigning end‑to‑end processes across front‑, middle‑, and back‑office functions. Delivered improvements in operational efficiency, compliance, and customer experience through modern IT solutions and optimized service workflows.

• Led digital transformation and service‑operations initiatives for major clients across the DACH region, with a focus on customer service, back‑office optimization, and end‑to‑end operational processes.
• Directed global automation programs aimed at improving service performance, efficiency, and process quality, leveraging AI‑enabled solutions, RPA, and digital migration toward self‑service channels.
• Advised senior executives on strategic operating models, AI and analytics use cases, and process optimization to build scalable, people‑centric service organizations that deliver measurable business impact.

• Led business development and delivery of consulting engagements in the field of intelligent automation, driving end‑to‑end value creation across customer service and back‑office operations.
• Designed and implemented AI‑driven transformation initiatives for leading banks, covering use‑case identification, data and process assessment, solution design, and operational rollout.
• Managed a €1.5M automation program for the shared service center of a major bank, improving operational performance, reducing manual effort, and enabling scalable, people‑centric service operations.

Implemented billing and payment solutions for automotive clients, improving end‑to‑end transaction processes and enhancing customer experience across service and support operations.

• Optimized operational processes and reporting frameworks for leading banks, increasing transparency, performance steering capabilities, and efficiency in service‑ and back‑office environments.
• Initiated and led an international mentoring program for women, strengthening talent development, cross‑cultural collaboration, and organizational capability building.

• Co‑led a post‑merger integration program in the banking sector, aligning processes, operating models, and systems to ensure a seamless transition and stable operational performance across customer service and back‑office functions.
• Held a teaching position at WU Vienna, delivering courses on analytical thinking and problem solving, and strengthening capability building and structured problem‑solving skills for future leaders.