Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Timeline
Generic
Valantis Stefanoudakis

Valantis Stefanoudakis

Athens

Summary

Resulted oriented Project Leader with over 20 years of experience in the Banking Industry, specializing in business analysis, project management, and operational excellence. Strong tracking record of managing significant banking projects and possess expertise in various IT and service management frameworks. Enhanced client retention through effective crisis management and communication strategies. Skilled in implementing service level agreements, driving continuous improvement, and fostering a collaborative work environment.

Overview

25
25
years of professional experience
1
1
Certification

Work History

Senior Service Manager

Unisystems SA
03.2024 - Current
  • Assessed client needs to ensure optimal service delivery and satisfaction.
  • Collaborated with cross-functional teams to enhance service processes and workflows.
  • Assisted in resolving customer issues, promoting effective communication and resolution strategies.
  • Implemented feedback mechanisms for continuous improvement in service management.
  • Increased client retention rates by proactively addressing concerns and resolving issues in a timely manner.
  • Managed a team of service professionals, fostering a positive work environment that encouraged collaboration and professional growth.
  • Hired, trained and supervised team of service staff members to meet business goals.
  • · Manage the SLAs & OLAs.
  • · Manage and report on ITSM processes.
  • · Monitor client service on a daily basis (technical accuracy, response times, monitoring and alerting)

Senior Project Manager, Client Services

I-exceed Technology Solutions Private
08.2022 - 03.2024
  • ·Successfully led cross-functional and technical teams through project lifecycle using Agile methodologies
  • Facilitated regular status meetings, communicating updates and fostering collaboration among stakeholders.
  • Mentored junior team members, promoting professional growth and knowledge sharing within the department.
  • Developed project plans, ensuring alignment with client objectives and regulatory requirements.
  • Implementation of project planning for multiple sprints alongside with resources allocation and deployment procedure through Change management for Bank of Valetta.
  • · Ensured project handovers, documentation and knowledge management to support operation teams.

Service Manager

Qualco Group
03.2022 - 08.2022
  • Oversaw service delivery processes to enhance customer satisfaction and operational efficiency.
  • Analyzed customer feedback to identify service improvement opportunities and drive enhancements.
  • Monitored key performance indicators to ensure alignment with organizational goals and objectives.
  • Led weekly team meetings to discuss performance metrics, share best practices, and foster collaboration.
  • Met with customers to discuss service needs and offer available solutions.
  • Analyzed service reports to identify areas of improvement.

Service Owner/Service Owner Head

Alpha Supporting Services SA
12.2015 - 03.2022
  • Delivered Flexcube / FCWeb Banking / FCMobile Banking/ /FCUBS/OBDX/HPSM/SWIFT/FTS services within the agreed service levels.
  • Managed all ISO certifications and (internal/external) audits
  • Provided direction, guidance, and training to Service Owners
  • Managed day-to-day business operations.
  • Established a positive workplace culture that fostered employee engagement, collaboration, and loyalty.
  • Negotiated contracts with suppliers for better pricing and terms, reducing overall costs for the business.
  • Interacted well with customers to build connections and nurture relationships.

Business Analyst

Oracle Financial Services
03.2008 - 11.2015
  • Analyzed business requirements and translated them into functional specifications to enhance operational efficiency..
  • Facilitated workshops and meetings to gather stakeholder feedback and ensure alignment on project objectives.
  • Requirement’s elicitation, analysis, management & communication
  • Conducted gap analysis to assess current processes against industry standards, recommending actionable improvements.
  • Led initiatives to implement new software solutions, enhancing data accuracy and reporting capabilities.
  • Developed high-quality documentation to support training efforts, helping employees fully understand new systems and procedures.
  • Offshore development team co-ordination

Business Analyst

IMS SA
09.2007 - 02.2008
  • Analyzed business requirements and translated them into functional specifications to enhance operational efficiency.
  • ·
  • Performed gap analysis between existing systems or processes and desired state, identifying areas for improvement or enhancement.
  • Analyzed data to identify root causes of problems and recommend corrective actions.
  • Factoring support for banks

Software Engineer

Professional Computer Services S.A.
11.2005 - 08.2007
  • Collaborated with stakeholders to gather requirements and translate them into technical specifications.
  • Implemented CI/CD pipelines, streamlining deployment processes and reducing time-to-market for new features.
  • Tested methodology with writing and execution of test plans, debugging and testing scripts and tools.
  • Implemented version control systems to streamline development processes and facilitate easier code integration and collaboration.

IT Support Engineer

Eurobank Cards
02.2001 - 11.2005
  • Provided technical support for hardware and software issues, ensuring minimal downtime for end-users.
  • Diagnosed and resolved network connectivity problems, enhancing overall system performance and user satisfaction.
  • Fixed payments operator
  • Analyzed support ticket trends to identify recurring issues, guiding proactive improvements in service delivery.
  • Installed, configured, tested and maintained operating systems, application software, and system management tools.
  • Used ticketing systems to manage and process support actions and requests.
  • Created user accounts and assigned permissions.

Education

BBA - Business Management

Metropolitan University
Leicester
07-2005

Associate of Applied Science - Banking And Finance

IEK
IEK Koridallou
06-2001

Skills

  • Operations management

  • Crisis management

  • Incident management

  • Service level agreements

  • Stakeholder management

  • Team leadership

  • Verbal and written communication

  • Customer service management

  • Coaching and mentoring

  • Workflow management

  • Service now/ Smax

  • Jira

  • Core Banking/Mobile Banking

  • ISO 9001/20000

  • Microsoft Copilot

  • Microsoft Office

Accomplishments

  • Supervised team of 20 staff members.
  • Creation of banking Service desk (L1 Support)
  • Core banking & mobile applications ( Oracle’s Flexcube, Finastra’s Fusion Essence) implementation
  • Head of operations for FCUBS and OBDx (Oracle’s core banking), managing 5 subsidiaries and implementing over 30 new major banking enhancements.
  • Core banking and Omnichannel upgrade for 2 subsidiaries of the company with a budget of 10M and scope to improve efficiency with new technologies and customer satisfaction.
  • ITSM process workflows design for banking industry though Jira

Certification

  • Oracle database 10g/12g, Oracle university
  • Oracle Advance PL/SQL 10g, Oracle university
  • · Oracle Form & Report builder 10g, Oracle university
  • · Oracle Weblogic server 12c: Administration, Oracle university
  • · Service now Admin, udemy
  • · Jira Service desk, Atlassian university
  • · Six Sigma White Belt, Aigpe
  • · Six Sigma Yellow Belt, Aigpe
  • · Oracle Certified Project Manager (Level 2), Oracle university


Languages

English
Full Professional

Timeline

Senior Service Manager

Unisystems SA
03.2024 - Current

Senior Project Manager, Client Services

I-exceed Technology Solutions Private
08.2022 - 03.2024

Service Manager

Qualco Group
03.2022 - 08.2022

Service Owner/Service Owner Head

Alpha Supporting Services SA
12.2015 - 03.2022

Business Analyst

Oracle Financial Services
03.2008 - 11.2015

Business Analyst

IMS SA
09.2007 - 02.2008

Software Engineer

Professional Computer Services S.A.
11.2005 - 08.2007

IT Support Engineer

Eurobank Cards
02.2001 - 11.2005

BBA - Business Management

Metropolitan University

Associate of Applied Science - Banking And Finance

IEK

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Valantis Stefanoudakis