Sanja Zoric

• Led the Global Retail Entitlement Reconciliation team of 30 full-time employees (FTE), focusing on entitlement accuracy and revenue assurance.
• Acted as Employee Site Operational Advisor for over 100 team members within the Global Business Services (GBS) division.
• Developed and executed strategic business operations plans, improving efficiency and business performance

Business Strategy and Revenue Assurance:

• Provided strategic leadership and consultancy across the GBS organization, supporting revenue operations teams and division leaders.
• Achieved 300% Year-over-Year (YoY) revenue growth for two consecutive years, generating $100M in recurring revenue and $10M in incremental revenue.
• Implemented cross-functional training programs, reducing billing errors and streamlining the entitlement audit process by 20%.

Talent & Employee Engagement:

• Partnered with HR to identify talent gaps, leading to the successful restructuring of key teams.
• Developed leadership training modules, increasing managerial effectiveness by 20%.
• Improved employee engagement by 25% through strategic HR initiatives and mentorship programs.

• Managed the Client Operations Support teams of 60+ employees, aligning teams with company objectives across North America (NAMER).
• Served as Belgrade Center of Excellence (COE) Site Leader, collaborating with Service Delivery leadership.

Talent & Leadership Development:

• Designed leadership development programs, increasing internal promotions by 30% YoY.
• Mentored and coached over 70+ employees, contributing to a 50% leadership promotion growth rate.
• Introduced internal mentorship programs, improving employee performance and productivity by 40%.

Operational Efficiency & Customer Impact:

• Implemented Lean methodology, reducing operational waste by 30% and penalty fees by 48% YoY.
• Streamlined service delivery processes, increasing efficiency by 30% within the first year of implementation.
• Partnered with Executive Leadership Team (ELT) members on recruitment strategies and talent retention, achieving a 60% employee retention rate.

• Directed a team of 27 Account Support Analysts to deliver exceptional service standards for key accounts in Retail and Hospitality.
• Directed onboarding and training processes for seamless integration of new hires.
• Cultivated partnerships with US ESM/ASM Management to drive process enhancements.

• Oversaw SLA commitments and ensured daily monitoring tools were utilized.
• Collaborated effectively with WCS operations groups, including Field Support, Logistics, Help Desk, Billing Operations, and Customer Advocates.
• Provided logistical data for account-specific Parts Plans and updated the Account Support Plan as necessary.

• Facilitated onboarding process for over 250 contingent employees, maintaining alignment with NCR Corp standards.
• Spearheaded benefits administration and employee policy management for EMEA candidates.

• Led quality control and continuous improvement initiatives, improving employee efficiency by 20%.
• Developed new operational procedures, increasing performance by 30%.