Mag. Ewa Emde

Knowledge &Quality Management

responsibility for service delivered for customer *responsibility for compliance of SLAs *collaborate with the technical teams *identify ways to reduce cost/ improve service *understand client requirements, business opportunity identification, guidance, support and closure *drive resolution of customer escalated problems with Service Delivery Teams *provide Service Management representation and communication for MI’s and Sev 1s incidents as required *Service Reporting (internal and to the customer)

manage SPMS delivery, coordinate incoming requests and outcome deliverables *plan, coordinate and balance incoming workload *build and maintain relationship and collaboration between account team, client and delivery team *regular communication with account team and client *manage the delivery to achieve customer expectations, SLA, prevent complains and escalations *service measurement and reporting *accountability for account documentation related to SPMS service delivery

Customer service *Monitor and action service requests via the Credit Suisse in-house Identity Management toolset in a timely manner *Security management of the Active Directory in accordance to Credit Suisse standards; including maintenance of standards and policies *Manage escalations from senior Management and key Business partners providing regular updates *Analyze current manual processes to identify areas of continuous improvement and increased efficiency opportunities *Ensure SLA's are met

Team Building*Communication*Motivating*Conflicts*Negotiations*Virtual team*Career planning&talent management*Performance Management*Labor law*Time Management*Emotional Intelligence*dealing with stress*Self-presentation*public speaking *Project Management *Knowledge Management/ Benchmarking