Iva Kostnerová
Head Of Business Operations
Prague,Czech Republic
Summary
Skilled in developing personalized strategies to drive business growth and enhance client satisfaction. Experienced in implementing innovative solutions to streamline processes and improve overall client experience with executive search results. Proficient in analyzing support data and developing smart self-service solutions. Capable of applying the art and science of change management by blending defined change management playbooks and methodologies with an understanding of country-specific nuances.
Overview
23
23
years of professional experience
Work History
Director Business Operations&Reporting
Global Payments Europe s.r.o.
Prague, Czech Republic
07.2024 - Current
- Responsible for onboarding new country – Germany
- Ensuring optimization of operational processes
- Deep understanding of support processes, KPIs and continuous quality improvement
- Resolving operational incidents and ensuring escalation, preparing documents and reporting internally and externally
- Develop personalized strategies to drive business growth and enhance client satisfaction. Implement innovative solutions to streamline processes and improve overall client experience with executive search results
- Expertise in analyzing support data and developing smart self-service solutions
- Apply the art and science of change management, by blending defined change management playbooks and methodologies, with understanding of country specific
- Proactively identified potential risks and implemented mitigation strategies to minimize negative impacts on projects or business operations.
- Secured key partnerships that contributed to the company''s overall growth strategy and market reach.
- Facilitated cross-functional collaboration for improved decision-making processes within the organization.
Head of Business Operations
Global Payments
Prague, Czech Republic
10.2020 - 06.2024
- Responsible for Business Operations (4 teams in 4 countries – Czech Republic, Slovakia, Romania and Austria)
- E2E view on process from merchant perspective
- Customer support enhancement
- Processes automation and optimization
- Performance management set up
- MIS reports definition and set up for Operation
- Vendors management
- Support new product and service launch
- Established performance metrics to evaluate team effectiveness and identify opportunities for improvement.
- Streamlined business processes by analyzing current procedures and implementing necessary improvements.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
Product Owner
Ceska sporitelna
Prague, Czech Republic
02.2019 - 09.2020
- Create vision of product
- Prioritization of requirements for future product development
- Ordering the items in the Product Backlog to best achieve goals and missions
- Optimize the value of the work the Development Team performs
- Managed backlog prioritization, ensuring alignment with business goals and stakeholder expectations.
Head of Operation Process Development
Ceska sporitelna
Prague, Czech Republic
06.2018 - 01.2019
- Job rotation
- Responsible for 2 teams
- Change management based on strategy in fraud area
- Lead employees, provide direction, set objectives, measure performance and reward accordingly
- Budget management
- Oversee the performance of all services against agreed KPIs and targets.
- Proven ability to learn quickly and adapt to new situations.
Head of Frauds and Transactions Security
Ceska sporitelna
Prague, Czech Republic
09.2017 - 05.2018
- Responsible for 3 teams, 2 of them providing service 24/7
- Change management based on strategy in fraud area
- Lead employees, provide direction, set objectives, measure performance and reward accordingly
- Budget management
- Oversee the performance of all services against agreed KPIs and targets.
Head of Card Fraud and HelpDesk
Ceska sporitelna
Prague, Czech Republic
03.2016 - 08.2017
- Responsible for 3 teams
- Lead employees, provide direction, set objectives, measure performance and reward accordingly
- Budget management (personal and operational costs)
- Oversee the performance of all services against agreed KPIs and targets.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
Deputy Project Manager
Ceska sporitelna
Prague, Czech Republic
02.2011 - 02.2016
- Project management - analysis and implementation phase of Social Card Project, a new distribution channel for state benefits for unemployment, child support, disability support etc.
- Participation on group-wide card projects
- Monitored project progress, identified risks and took corrective action as needed.
- Developed risk mitigation strategies to proactively address potential obstacles and maintain project momentum.
Senior Card Specialist
ERSTE Group Bank AG
Vienna, Austria
07.2008 - 01.2011
- Relationship and vendor management
- Set up of expert forums and participation in ad hoc committees for card operations, payments, IT, Controlling – Card Cost Study and mobile payments
- Design and implementation of a group-wide strategy for debit cards and card operations
Project Manager
Slovenska sporitelna
03.2008 - 06.2008
- Project Manager for implementation of revolving credit cards within the overall core banking system change program
- Coordination of dedicated team (product managers, process managers, business analytics)
- Monitoring of budget
Product Manager
Ceska sporitelna
Prague, Czech Republic
03.2002 - 02.2008
- Managing payment card product portfolio
- Participation on local and group-wide projects
- Profitability analysis, planning
Education
Magister Degree - Business economics and Management
University of Economics
Prague 01.1999 - 1 2001
Bachelor Degree - Business economics, Management, Retail
University of J.E. Purkyne
Usti nad Labem 01.1995 - 1 1998
Group Leadership Programme -
IESE Business School
SpainSkills
Proces Management
People Management
Customer Experience
Leadership
Change Management
Problem Solving
Decision-making
Team Collaboration
Interests
My Family
My Friends
Sport
Modern Art
Timeline
Director Business Operations&Reporting
Global Payments Europe s.r.o.
07.2024 - Current
Head of Business Operations
Global Payments
10.2020 - 06.2024
Product Owner
Ceska sporitelna
02.2019 - 09.2020
Head of Operation Process Development
Ceska sporitelna
06.2018 - 01.2019
Head of Frauds and Transactions Security
Ceska sporitelna
09.2017 - 05.2018
Head of Card Fraud and HelpDesk
Ceska sporitelna
03.2016 - 08.2017
Deputy Project Manager
Ceska sporitelna
02.2011 - 02.2016
Senior Card Specialist
ERSTE Group Bank AG
07.2008 - 01.2011
Project Manager
Slovenska sporitelna
03.2008 - 06.2008
Product Manager
Ceska sporitelna
03.2002 - 02.2008
Magister Degree - Business economics and Management
University of Economics
01.1999 - 1 2001
Bachelor Degree - Business economics, Management, Retail
University of J.E. Purkyne
01.1995 - 1 1998
Group Leadership Programme -
IESE Business School
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