Summary
Overview
Work History
Education
Skills
Timeline
ProjectManager

Sergey Kuzmin

Project Manager
Tel-Aviv

Summary

Skilled Project Manager with 5+ years of experience in FinTech, Banking, Customer Experience, and Customer Loyalty areas. All of my 10+ projects were implemented with Agile, Waterfall, or Hybrid format in a complete Software Development Life Cycle (SDLC) with a team of up to 20 people (UX, UI, Developers, Business Analysts, etc.). I want to realize all my experience as a leader in cross-functional teams to manage unique projects that will change the lives of thousands of customers.

Overview

6
6
years of professional experience
4
4
years of post-secondary education
3
3
Languages

Work History

Senior Project Manager

09.2020 - 11.2022
  • Vtb.com/
  • VTB is the top 2 bank in Russia, with more than $ 289 billion in assets
  • Managed a team of 5 employees (CJE, UX, and UI designers)
  • Voice of Clients project implementation: data aggregation from customer interaction channels to build predictive models to reduce churn and increase clients’ loyalty
  • Worked with clients' complaints and transaction volumes to identify bottlenecks in CJM
  • Developed the quality incentive system for employees for the regional network and head office based on an actual plan with various KPIs: the number of complaints, waiting times in the line, etc
  • Achievements: 1
  • The Bank was ranked in the top 4 on the Customer Loyalty Index
  • 2
  • A quality control system for product delivery based on a customer journey map (CJM) was implemented in less than 10 months
  • 3
  • Ensured FCR performance by 85%
  • 4
  • The percentage of bank clients waiting in line for more than 10 minutes has decreased from 30% to 20%.

Project Manager

VTB
09.2019 - 09.2020
  • A customer loyalty management program roadmap has been established in less than 3 months
  • Worked with initiatives: online cash ordering, credit card event calendar, card unblocking, and blocking in mobile and online bank apps
  • Cross-functional communication was organized between sales (25 teams) and IT (8 teams), which reduced T2M by 25%
  • Corporate management of 2 bank subsidiaries (customer loyalty and insurance companies): budgeting, growth strategy, procurement process management, etc.)
  • Achievements: 1
  • More than 400 new customer experience initiatives were implemented in less than 1 year
  • 2
  • Implemented a Unified Customer Experience Improvement Plan, which reduced complaints by 6,5%
  • 3
  • Developed and implemented an internal customer experience measurement system across all customer interaction channels and key retail business products
  • 4
  • Increased CSI of retail business products by 5%
  • 5
  • Implemented a "green" project, "Plant a Forest” - more than 50 000 trees were planted.

Project Manager

Vozrozhdenie Bank
09.2015 - 08.2018
  • 15+ new retail business products (debit cards, credit cards, mortgages, etc.) were launched in less than 8 months
  • Refined current retail business products by simplifying the CJM and making them digital
  • Organized communication between products (12 teams) and IT (6 teams)
  • Created implementation process for new features based on Agile frameworks (Scrum, Kanban) using
  • Jira and Confluence
  • An incentive program was implemented for retail sales staff (based on the volume of credit, deposit, insurance products sales, and quality of customer service)
  • Achievements: 1
  • The new product launch speed (T2M) was improved by 20%
  • 2
  • Reduced transaction times in the sales network by 33% by moving them to remote service channels
  • 3
  • The queue management system was implemented in a network of 65 points of sale, which increased throughput by 15%.

Education

Master’s degree - Banking

Moscow Banking Institute
01.2011 - 01.2015

Skills

    Advanced problem solving

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Timeline

Senior Project Manager

09.2020 - 11.2022

Project Manager

VTB
09.2019 - 09.2020

Project Manager

Vozrozhdenie Bank
09.2015 - 08.2018

Master’s degree - Banking

Moscow Banking Institute
01.2011 - 01.2015

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Sergey Kuzmin Project Manager