Freelancer profile translated to English.
Back to original languageAbout Urs
When banks reorganize their service and back-office areas, they need more than just process optimization – they need transformation with impact.
As an experienced transformation and project manager in the banking sector, I combine structured process design, clear control mechanisms, and sustainable efficiency increases with strong leadership and change management experience.
My strength lies in managing complex transformation programs, defining scalable processes and technical requirements, and implementing future-proof structures that combine regulatory and economic goals.
With my experience from cross-industry change projects, I specialize not only in optimizing service and back-office areas but also in strategically realigning them – sustainably, efficiently, and with measurable added value.
French
Basic
Italian
Conversational
English
Fluent
German
Native or bilingual
Can work on-site
Zürich (up to 50km), Zürich (up to 50km), Bern (up to 50km)
Experience
- BankProject DirectorBANKING AND INSURANCESeptember 2022 - December 2024 (2 years and 4 months)Frankfurt am Main, Germany
Optimization of Back Office & Service Processes
Efficiency Increase & Quality AssuranceThe restructuring of regulatory processes offers far more than compliance – it enables better service quality, cost savings, and scalable process landscapes.In this project, roles, processes, and technologies were specifically reorganized to create a modern service & back-office structure with clearly defined roles and more efficient workflows.The focus was on defining a high-performance support concept, AI-supported optimizations, and the sustainable transformation of working methods.Results and Successes:- Reduction of regulatory findings & improvement of risk assessment – (BaFin F4 → F3)
- Customer center processing times reduced by 30%, error rate reduced by 25%
- Introduction of an optimized support concept for customer service & back office
- First Call Resolution increased by 20% through process automation
- Reduction of manual checking effort by 40% through AI-supported solution
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Education
- Diplom-Wirtschaftsingenieur (equivalent to Master of Science in Industrial Engineering)University of Karlsruhe2000