Marko Krnjić

Experience

• 

  Bell Select

  Jan 2005 - Jan 2005

  Call Center Representative

  Telemarketing activities for various projects such as Oxxio, AEG insurance and different papers and magazines.

• 

  IWO Bouw

  Jan 2006 - Jan 2012

  Backoffice Employee

  As administrative assistant responsible for diverse portfolio of tasks amongst which:- Keeping in touch with and handling of both the credit and the debit client base.- Setting up payment aggreements.- Keeping record and processing of transactions.- Designing the website as well as keeping it updated.- Creating and processing of quotations, purchase orders and invoices.- Requesting relevant permits for construction projects.

• 

  GNR8

  Jan 2008 - Jan 2008

  Project Leader Internship

  Developing a student magazine for InHolland as well as managing/leading a team of 4 students.

• 

  2Contact

  Jan 2014 - Jan 2017

  As a team manager, responsible for the performance of the (sales and service) department and the individual functioning of team members.- Selected, trained, and built high-performance teams to achieve required KPIs and targets; delivered consistent margins and satisfied clients despite low-margin conditions.- Coached campaign teams on collaboration, resulting in an improved customer experience (e.g., collaboration between sales and retention teams for personalized propositions).- Improved individual and team performance in sales and service orientation through training and personal guidance.- Facilitated training on products, projects, sales, service, and communication techniques.- Developed KPIs and designed dashboards to monitor and manage performance. Voir moins As a transition coach, set up projects for clients (Eneco, Vodafone, Oxxio, XS4ALL) and introduced agile/lean principles in the call center industry.- Reduced processes to the essentials, enabling operations to work efficiently and flexibly.- Introduced short iterative cycles to launch and improve sales and service campaigns, delivering value to clients and their customers within one week.- Defined minimum requirements for successful project execution.- Conducted process analyses, identified gaps, and proposed process improvements. Voir moins

  • Team Manager

    Jan 2012 - Jan 2017

  • Coach

    Jan 2014 - Jan 2017
• 

  Enablon

  Jan 2017 - Oct 2022

  As product manager responsible for and focused on maximizing value for clients using risk management software (BowTieXP, BowTieServer, IncidentXP and AuditXP).- Developed and communicated a clear product vision, enabling all departments to deliver a consistent message to customers.- Managed stakeholders worldwide (+/- 2,000 organizations), balancing interests and quantifying value to create understanding for decisions, even when these negatively impacted specific stakeholders.- Managed the backlog and roadmaps, ensuring transparency of future developments; established a continuous feedback loop through user group meetings with key stakeholders.- Developed and validated new concepts and propositions in (barrier-based) risk management, strengthening market leadership. Voir moins - Introduced and implemented Agile, Scrum, and Kanban at CGE Risk, enabling value to be delivered faster and more frequently in smaller iterations, resulting in satisfied sales, marketing, and customers.- Trained and coached teams (IT, sales, marketing, management, back office) in Agile practices, ensuring alignment during release cycles.- Restructured and streamlined business processes during the transition to Scrum, leading to waste reduction and increased customer satisfaction (NPS).- Facilitated the integration of CGE Risk into the Enablon brand following the Wolters Kluwer acquisition. Voir moins

  • Product Manager | Product Owner

    Jan 2017 - Oct 2022

  • Agile Coach | Scrum Master

    Jan 2017 - Jan 2022
• 

  InnSpire

  Oct 2022 - now

  Product Manager | Coach | Scrum Master

  As of October 2022 I'm part of the InnSpire family and the InnSpire Product Management guild.

• 

  UWV

  Jan 2023 - now

  Scrum Master | Coach

  As Scrum Master and (transition) coach, I am responsible for training, coaching, and facilitating two dedicated content teams, as well as coaching the organization (line management, stakeholders, and other divisions) in transitioning to agile ways of working and collaborating with my teams.Team Training and Coaching- Trained team members in agile thinking, Scrum, Kanban, and SAFe frameworks.- Fostered a safe environment where critical feedback is shared, better planning is achieved, and transparency and predictability are enhanced.- Promoted T-shaping, enabling technical roles to take on non-technical tasks and vice versa for faster delivery of value.Coaching the Organization- Improved collaboration between teams and stakeholders by fostering mutual support and helping stakeholders understand how to assist teams effectively.Facilitation of Workshops and Reorganization- Facilitated workshops (e.g., story mapping) to improve prioritization and apply agile best practices consistently.- Supported departmental reorganization to align with division-wide SAFe implementation and departmental needs.Cross-Team Initiatives- Standardized Jira usage with automations, timelines, and program boards in collaboration with the RTE.- Phased out duplicate administration processes, simplifying hour allocation.- Introduced data-driven decision-making, identifying improvement opportunities through sprint metrics.- Removed impediments and dependencies to accelerate value delivery.Onboarding and Development- Trained and coached new colleagues to ensure a baseline level of knowledge, focusing on team members, product owners, and Scrum Masters.Advocacy and Protection- Shielded teams and departments from external pressures, resolved conflicts, and built alignment to secure trust and mandate. Voir moins