Jakub Hrda

Experience

• 

  BNP Paribas Personal Finance

  Jan 2004 - Jan 2017

  Key achievements:▪ Year-on-year increases in PL production > 10% with the similar number of employees▪ Implementation of online reporting and statistics on a daily basis for operational teams▪ Increase in the share of PL production in the total portfolio by approx. 10% in year-on-year increasesResponsibility:- manage the operation of the PL branches (approx. 60 people)- administration, methodology, organization- achieving of requested business results- organising and implementing motivational programs and staff developement schemes- setting business plans and objectives- participating in development and implementation of new processes and methods- responsible for the operation and results of 5 branches (incl. On-line channel and The Retention team) Zobrazit méně

  • Manager of Personal Loans Branches

    Jan 2010 - Jan 2017

  • Head of Personal Loans Branch

    Jan 2006 - Jan 2010

  • Consultant of Personal Loans

    Jan 2004 - Jan 2006
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  Hello bank! ČR

  Jan 2017 - Jan 2023

  Key achievements:▪ Complex preparation and new organization of teams and work in the B2C segment when changing the organizational structure, which led to an increase in productivity and work efficiency▪ Increase in business results▪ Stabilization of teams and reduction of turnover Responsible for the overall relationship between the bank and the individual customers B2C and Retail banking activities, including:- Branches and external call-centre- The Management of individual customer requests (all channels)- Digital, Retention, Telemarketing activities - The Advanced customer analytics Zobrazit méně Key achievements:▪ Continuous improvement of business results approx. + 10% per year▪ New reporting and performance monitoring system for operative teams▪ Implementation of new workforce management with DAYSWAPS▪ Win in the REBOUND WORLD CUP - international competition (13 countries of the BNP PARIBAS PF group)Responsible for the Retail Banking activity (approx. 80 people) with the individual customers, including:* Traditional branches (Prague, Brno, Ostrava)* Light branches (shoping mall, partnership) * Digital team (digital and phone customer requests)* Retention team (overall customer retention activities) * The business strategy implementation- Ensure a business continuity plan- Supervise the operations of teams and manage resources efficiently- Analyse performance indicators of the assigned section of the organization Zobrazit méně

  • Customer Success Director

    Jan 2022 - Jan 2023

  • Retail Banking Manager

    Jan 2017 - Jan 2022
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  Miele CZ & SK

  Jan 2024 - now

  Customer Service Manager