The largest tour operator and tour agency in KZ. External and internal quality control and management, process improvement, CJM management, partners' communication and process improvement. ESG management championship in the company with EBRD consultancy.

Management of Operational Risks

Quality Control and Process Efficiency Department head. Initially - creation of the function in the Bank. Team and process building, steering and managing. Customer Complaint management system creation. Results: 97% of customer complaints and comments logged and addressed after 1 year of Department function; Complaint response time is 3 working days; 69% decrease of the number complains under the main three reasons (in 4 months); 47% increase in customer service satisfaction level after 2 years of Department function. Responsibilities: Undertaking periodic Branch Internal Control reviews and Risk and Control Assessments; Ensuring that risks are assessed and controlled and that the activities undertaken comply with regulation, procedures and guidelines; Assisting Compliance, Operational Risk and Internal Control in executing their requirements. Managing of internal complaint policy and complaint handling standards; Monitoring and reviewing the quality performance of client servicing areas, positively influencing the business areas in achievement of performance levels and service improvement; Building effective recommendations for the improvement of the Customer Experience; RegulrStaff trainings and Train the Trainer sessions conduction; Contribution towards implementing a coordinated and consistent Customer Experience program across all business areas. Completion of a project on ISO standards certification for the Bank. Executive Director, Private Banking Head (1 year) Building up Private Banking. Bringing up HNWI portfolio. Developing and stabilizing the function in the turbulent economic environment. Ensuring compliance of internal processes and procedures with relevant internal instructions and external regulatory requirements. Executive Director, Procurement Head (1 year) Building up Procurement Dept team. Control over procurement processes for purchase of services, technologies and goods for the Bank. Ensuring transparency of the procurement process and compliance of the internal processes and procedures with the relevant internal instructions and external regulatory requirements.

RBS (Kazakhstan) - Royal Bank of Scotland (www.rbs.com) Initially -establishing of internal audit function in the country due to the changed regulatory requirement. Providing assurance to the Group risk management and control processes in relation to customer, financial and reputational risks. Managing operational delivery of a portfolio of audits; managing relationships with specific businesses; planning and resource management. Working in close cooperation with the regional audit function, participating in the audit processes in other countries (NL, Romania, Russia).

Initially -establishing of quality management function in the country. Managing and supervising of Quality Management Department staff. Organizing of seamless process flows between Bank functions, Departments and branches. Setting of business processes and procedures, business process improvement activities (Work-Out, using Kaizen, LEAN, 6-sigma methodologies). Coaching and supervising of front office staff.

Process Intelligence and Special projects Department Head 2 years Managing and supervising of Department staff. Organizing of seamless process flows between Bank departments and Branches. Carrying out special projects initiated on a business need or by Head Office/ Handling Compliance related issues at the Consumer Clients level, providing clarification on the Compliance requirements. Audit comments rectification. Coaching supervising and managing of front office staff. Client Services Department Head (front office) 2 years Managing of Retail Customer services for Private individuals countrywide (29 middle management staff in 6 cities). Customer attraction and retention activities. Service quality implementation and controlling. Complaint management. Staff and functions management. Customer Services Group Head (front and back office)-2 years Managing of Customer services activities for legal entities and private individuals and Account administration countrywide. Customer services, account maintenance, fees, Regulatory bodies reporting, audit comments rectification. Head of International Transfers (back and front office) - 4 years Managing of international transfers desk (5 staff). Customer service activities and effecting of transfers in the bank systems. Investigation, reporting, consulting. International Transfers Desk Specialist (back and front office) - 2 years Customer service, effecting FCY transfers, handling investigations, queries, providing reporting.

Advertising and image-building activities on a country level