Anna Makowska

Partner Manager:

- Developing network of partner companies from four organizations when joining UCMS up to
over forty at present.
- Creating and developing sourcing strategy.
- Preparing all international contracts between UCMS and partner companies in Europe: frame
agreements, non-disclosure agreements, prolongations, amendments, pre-contractual
arrangements. All above in close cooperation with corporate lawyers based abroad.
- Search and evaluation of companies across EMEA in order to choose the best solutions for
the given project. Making final decision in regards to subcontractors and cooperation with
them.
- Managing work of teams in partner companies on UCMS projects and monitoring KPIs.
- Business meetings and pricing negotiations. In many cases parallel negotiations with several
countries involved in the project.
- Interviews, workshops and conferences with top managers of the chosen organizations in
regards to creating most efficient and smooth cooperation.
- Complex change and process management skills.

Account Manager:
- Analyzing the quality of Clients’ Cooperation and Satisfaction (‘CCS’) resulting from the
following dimensions: the quality of provided services (completeness, accuracy, timeliness,
responsiveness), Clients’ expectations, level of relationship.
- Identification of problems with the quality of CCS.
- Proposing actions towards improvement of the quality of CCS.
- Coordinating improvements implementation process as well as implementing improvements
in the area of CCS.
- Organizing and leading regular meetings and conf-calls with a Client representatives.
- Dealing with issues escalated by both Service Delivery Team (‘SDT’) and Clients.
- Responsibility for Clients’ communication in complex operational cases.
- Leading all teleconferences concerning service quality level, new services to be implemented,
problems discussions, explanations, etc.
- Escalation point for Clients untypical expectations and not standard operational
communication.
- Managing and developing good relationships of UCMS Group with its Clients by utilization of
different management methods and tools.
- Building, developing and maintaining account management system in Poland.
- Designing and implementing good practices for serving UCMS Group Clients.
- Cooperating with Sales Department to create possibilities of cross-selling for current and
potential UCMS Group Clients and their partners.
- Maintaining good level of cooperation with: UCMS colleagues and teams in offices across
region, partners, clients – daily communication and cooperation in English (sometimes
French).
- Close cooperation with top management, directors and board members in both: within
UCMS and partner companies.

Project Manager:
- Regular cooperation with Software Implementation and Maintenance Team (‘SIMT’) and
SDT.
- Supporting or leading projects in the area of service and software implementation.
- Preparing and maintaining selected project documentation, e.g. implementation plans,
progress and status tracking tools.
- Monitoring implementation progress according to agreed schedule and undertaking activities
to manage project risks.
- Responsible for regular project communication process with Clients.
- Coordinating and monitoring Client on-boarding process (from SIMT to SDT) - i.a. making
sure SDT knows and understands the scope of service and service is delivered on time and
within agreed schedule.
- Support in preparing documents and tools at Client on-boarding process necessary to
provide service e.g. calendars, scope of services, analysis reports, etc.
- Participating in Weekly Implementation Meetings with top management (reporting and
discussions about projects statuses, planning next steps, etc.).
- Designing, building and implementing tools and practices to improve project management in
UCMS Group.

- Representing company on the market.
- Business development & Clients relationship management
- Coordinating and cooperating with external service suppliers.
- Managing Key Accounts.
- Budgeting.
- Reporting to the Board.
- Team management and employees recruitment.
- Supervising financial aspects of the companies.
- Co-creating company's strategy.

October 2006 – May 2008 Business Unit Manager
June 2004 – September 2006 Recruitment Consultant