Mirjana Kaplarevic

Focused on scaling the platform – building internal processes to scale resulting in increasing the number of onboarded business customers on the platform x10 in less than a year. Closely cooperating with Product Managers and developers on one side, and customers on the other to create suitable solutions while increasing efficiency and speed in delivering.

Managing project of business network transformation influenced by digitalization while coordinating internal and external teams. -Planning and supervising project execution in accordance with the project budget. Coordinating implementation of self service devices, new functionalities development with the aim to migrate customers to digital channels; introducing new service model and new sales roles. -Defining and executing Network development strategy by competition and customer behavior monitoring.

Working on implementation of the first talent management project in Intesa Sanpaolo Group. -Supporting transition of 100 talents across various structures on 4 continents, managing talent data and resources distribution across the Group leveraging on specifically designed tool. -Project progress monitoring and communication, designing career path development, organizing selection process and trainings, managing the roll-out and data analysis of employee surveys, performance feedback and talent reviews.

Monitoring bank exposure to market risks – interest rate, FX, price, liquidity. -Securities portfolio valuation, using also Bloomberg and Kondor + platforms. -Monitoring daily portfolio VaR and P&L distribution, trading and AFS/HFT portfolio movement, cash flow analysis, liquidity assessment, interest rate risk assessment, developing reporting automation using VBA & Regulatory policies revision.

Managing projects concerning Retail customer segments. -Managing entire implementation of ticketing workflow software for Customers complaints, Payment cards claims and Payment operation claims handling. -Quantitative and qualitative market research, Internet banking customer satisfaction, Neuro-marketing research on Mobile banking software user experience, results computation and analysis. -Customer complaints supervision, discovering bottlenecks in processes and potential improvement areas of business.

Associate in quantitative Customers Satisfaction surveys planning, preparing and results analysis, as well results reporting for all the banks from International Subsidiaries Bank Division participating in surveys.