Experience

• 

  NLB Banka Sarajevo

  • Sarajevo, Federation of Bosnia and Herzegovina,...

  • Head of CRM and Contact Center

    • Jan 2024 - Present
    • Sarajevo, Federation of Bosnia and Herzegovina,...

    CRMContact CenterCX

• 

  BBI Bosna Bank International

  • Director of Digital Banking, CRM & Contact Center

    • Oct 2022 - Jan 2024

    Digital transformationDigital BankingCRMCard product development&PartnershipContact Centar

• 

  Sberbank

  • Russian Federation
  • 700 & Above Employee

  • Head of Digital Banking

    • Apr 2022 - Nov 2022

    Have defined, proposed, implemented and monitored strategies in the domain of digital banking, including development of a digital banking platform, mobile applications for iOS and Android platforms; Worked to introduced a new and developed of existing communication and sales channels; implemented new innovative solutions and improvements in mobile and internet banking, websites, online applications, and new digital services at the level of the Bank; coordinated ATM, ATS network (daily cash deposits devices) POS terminals, and E-commerce services.Project manager for GooglePay.− introduction of digital products and services in cooperation with partner companies− improvement of existing products and services in the area of digital banking− responsible for profitability of digital channels, online sales, ATM, ATS, POS Networks− proposed and initiated marketing and CRM campaigns in order to increase the number of users− monitored trends and analyzed competition, proposed actions with the aim of increasing sales and utilization of services and distribution channels− monitored technical and coordinated operational aspects of the implementation and development of projects related to digital services in the bank− continuously managed, reported on and maintained the level of online sales and online users at budgeted values ​​with associated presentations, instructions and work procedures− proposed and initiated budget proposals for digital advertising− participated in the recruitment process to hire new employees, responsible for regular monitoring and evaluation of employee performance for subordinate employees through implementation of individual work performance monitoring system− identified development needs of subordinates and provided support to employees in the realization of professional development programs, active participation in their education, transfer of knowledge and experience

  • Card product and business development

    • Mar 2019 - Apr 2022

    -development of existing and introduction of new bank card products and processes− selection of design, testing and development of technical specifications of future products and processes− implementation of new products, identification of necessary improvements on existing card products− preparation of templates and contractual documentation; update of user instructions for application software to support banking operations− analysis, monitoring and improvement of product profitability and initiation of proposals for improvement− creation of presentations, instructions and work procedures− development of the training plan for retail employees− active monitoring of budget implementation for bank card products, monitoring of achieved results and development of proposals for improvement− monitoring movement of the bank card portfolio and implementation of activities to manage it− monitoring of market trends, proposal of actions aimed at increasing sales of card products− creating campaigns with the aim of stronger promotion of products on local markets− initiation of proposals for marketing activities and coordination with card houses− process management for card products− up-to-date, high-quality and accurate reporting within the scope of my responsibilities− initiating and managing CRM campaigns for card products

• 

  Vakufska banka d.d. Sarajevo

  • Corporate Account Manager

    • Dec 2018 - Jul 2019

    − market analysis and identification of target clients for establishing business cooperation;− establishing, developing and maintaining business relations with clients− identifying client needs, creating offers and selling products to clients− consulting and educating clients about the bank's products− preparation of credit applications, analysis of credit risks− analyzed financial indicators and independently proposed credit rating for less complex clients− maintenance, improvement and responsibility for the profitability of business relations with clients− executed contracts and implemented placement

  • Relationship Manager

    • Mar 2018 - Dec 2018

• 

  HETA ASSET RESOLUTION BiH

  • Bosnia and Herzegovina
  • Financial Services
  • 1 - 100 Employee

  • Credit Processing Associate

    • Dec 2016 - Feb 2018

  • Procurement Specialist

    • May 2016 - Dec 2016