ALEKSANDRA SZAJWAJ

WORK EXPERIENCE
Global SSCs Lead, Digital Infrastructure Business Operations
Hitachi Vantara, Cracow, Poland
May 2020-Present

• Driving alignment of people governance across Shared Services

Centers in APAC, EMEA & AMER
• Implementing matrix management model across Global Business
Operations
• Process mapping and optimization
• Close cooperation with Global Function Leads and Business Leads
on KPIs & SLAs
PROFILE
• Managing RPA implementation initiatives across Digital
Seasoned leader of global operations Infrastructure Business Operations
focused on process improvement and
people development. Able to quickly Shared Services Manager, Global Services Operations
establish diverse, multi-cultural networks Hitachi Vantara, Cracow, Poland
and connect right people to reach Sep 2019-May 2020
great results.
• Leading Global Services Operations department located in
CONTACT Hitachi Vantara's SSC in Kraków.
PHONE: • Overseeing operations of teams responsible for Professional
+48 608 181 327 Services contract lifecycle management [pre-sales, forecasting,
contract management, resource allocation, rev rec, service
LINKEDIN: provider management – Procure to Pay]
www.linkedin.com/in/ola-szajwaj • Talent development & retention [cross trainings, teams merging]
• Workload tracking and balancing [BI dashboards
EMAIL: implementation]
oszajwaj@gmail.com
• Driving efficiency increase

LANGUAGES • Continuous Improvement

English [Business Fluent – C2] EMEA CC Service Operations Manager

Spanish [Advanced – B2] Genpact, Cracow, Poland
Polish [Native] Oct 2018-Aug 2019

CERTIFICATES • Leading EMEA Customer Care front office [55+ FTE]

Diploma in GBS • Operational reporting of teams’ performance [contract
RPA Implementation Methodology management & renewal stats, service order management, service
PRINCE2® order dispatch, invoicing, call center metrics, etc.]
LEAN & Six Sigma Green Belt trained • Being point of contact for service business leaders from EMEA
• Standardizing and fine-tuning processes across EMEA, regular
interactions with Senior Management on VP level, escalation
management
• Driving process alignment across regions,
ServiceMax implementation in CC EMEA [testing, UAT sign off,
trainings]

EMEA Customer Care Manager

Genpact, Cracow, Poland
Mar 2017-Sep 2018

Customer Care Regional Manager

PerkinElmer, Cracow, Poland
Aug 2016-Feb 2017

Customer Care Team Manager

PerkinElmer, Cracow, Poland
Oct 2012-Jul 2016

Export Specialist in Customer Care Department

PerkinElmer, Cracow, Poland
Sep 2012-Sep 2013

IT Customer Support Backup trainer

International Paper, Cracow, Poland
Apr 2012-Aug 2012

IT Customer Support Specialist

International Paper, Cracow, Poland
Aug 2011-Mar 2012

EDUCATION
Music Academy in Cracow, Poland
2006-2011
Master’s degree in Instrumental Performance (Viola)

Jagiellonian University in Cracow, Poland

2006-2009
Bachelor’s Degree in Culture Studies (Comparative Studies of Civilization)

I hereby authorize you to process my personal data included in my job application for the needs of the
recruitment process in accordance with the Personal Data Protection Act dated 29.08.1997 (uniform text:
Journal of Laws of the Republic of Poland 2002 No 101, item 926 with further amendments)