EMEA operations leader · SSC / GBS / BPO
I have spent 20 years in EMEA operations. I have led organisations of more than 50 people and redesigned operating models where results depended on rework, workarounds and overloaded teams.
Open to conversations about a permanent operations leadership role.
Experience and results
I add the most value where service continuity, clear ownership and the removal of work that creates no value must happen at the same time.
I redesigned work allocation, metrics and ownership across five teams. The change reduced resource requirements by 10–15% in individual teams, removed overtime and improved Market‑Driven Metrics by 10 points in three months.
I led an organisation of more than 60 people through four managers. I maintained service continuity despite a six‑FTE gap, a frozen budget and the simultaneous relocation of part of the work. I later supported process harmonisation and the phased rollout of Salesforce Order Management.
Career path
I develop and test ONI on real operational problems, including through interim work.
In parallel, I develop Human Ready AI, work on the book “Staying Afloat”, and test my assumptions in conversations as a speaker, mentor and participant in industry discussions.
I remain open to a permanent EMEA operations leadership role.50+ people, five managers and multiple EMEA markets.
Transfers, service stability, SLA, Salesforce, risk and accountability for outcomes.
Banking operations and supervision of work across a team of around 30.
Client operations, data and inventory control across six NHS depots.
Let’s discuss the role, the scope of ownership and the real problem that needs to be solved.
How I work
A good result can conceal rework, delayed decisions, overtime and informal workarounds. I first make that cost visible. Then I work with the organisation to simplify how the work gets done.
I find where work stops, returns or depends on a manual workaround.
I connect delays, rework and overload to performance, quality and risk.
I clarify who owns the work, who can decide and what good quality means.
I align measures, routines and rules so the problem does not return after a few weeks.
Human Ready AI
Human Ready AI is my named methodology for preparing people and organisations to work with AI. It combines operational experience with practical AI use at work — without ignoring context, accountability or human constraints.
Role, way of thinking, level of autonomy and the user’s actual needs.
Tasks, decisions, knowledge sources, risk and the conditions in which work happens.
Clear rules for how a person and an AI tool work together in a specific process.
Terms and instructions understood across roles and levels of experience.
A way to preserve decisions, knowledge and context between tasks.
Reviewing outcomes, correcting the approach and knowing who makes the final decision.
Methodology in practice
As a speaker, I addressed the gap between implementing a tool and preparing people to work with it. The talk was titled “Firmy wdrażają AI. Pracowników do AI — już nie.” I also attend the community’s meetings to test my own assumptions against other people’s practice.
Conversations with people building companies, products and teams help me examine how similar AI tensions appear in different environments. I treat this exchange as part of developing the methodology, not as a collection of event appearances.
Ways to work together
Leadership of EMEA operations, shared services or a complex operational change.
Stabilisation, transfer, reorganisation or operating model redesign within an agreed timeframe.
Human Ready AI, organisational readiness for AI and the hidden cost of operations.
Public presence
I take part in initiatives where professional experience supports the exchange of perspectives, mentoring and learning from people responsible for different organisations.
More than 40 mentoring pairs took part in the event. It formed part of Vital Voices’ global initiative taking place across many countries. My role was simple and specific: a mentoring conversation grounded in my experience of leading people and operations.
The scale of the event and the presence of leaders from many industries created a valuable setting for conversation. Media partners included Forbes Women, Newsweek, Onet and Business Insider.
Official Vital Voices Poland photo reportSwipe to see the remaining photographs.
Contact
About a permanent operations role, a defined change mandate, Human Ready AI or a talk for your organisation.