Łukasz Karolak

Responsibilities: Process Management • Building the Center of Expertise operational department aligned with the company Offer to Cash transformation strategy • Order-to-Cash direct process owner for Western Europe • Responsible for the Order-to-delivery, Disputes management, Return order management and Inventory transactions (Cycle Counts) processes across Western Europe • Ensuring resource planning in line with available budget • Budget preparation and executing approved targets • Overseeing transition of the processes to 3rd party vendor • Establishing governance with 3rd party vendor and stakeholders • Ensuring the contractual measures are met by 3rd party vendor • Center of Expertise Warsaw Leadership member Continuous improvement • Leading and supporting transformation and technology initiatives across processes • Ensuring synergies across the different processes and streamlining process changes • Sharing and promoting continuous improvement mindset • Cooperating with Senior Management (up to VP level) on standardization initiatives

Key achievements: • Coordinated the Business Continuity Plan for EMEA OTC after a worldwide SAP outage. Contributed to a fast recovery by initiating order processing in the SAP test environment, transferred after recovery to SAP production • Implemented an OCR solution for order processing. • Led the Return Order Management transformation to reduce the average lead time (from return request to credit) and successful transition to 3rd party • Improved the error rate by enhancing the customer feedback tool, implemented governance around the analysis and continuous improvement actions Responsibilities: Service Delivery Management • Supporting the development and implement the strategy for Customer Care Germany • Leading the German Backoffice Operations Department and the Mechanical Circular Support team within the Order-to-Cash process • Implementing best practices for process & organization • Ensuring that customer enquiries, claims and complaints are responded in a prompt manner • Meet agreed SLA levels for the respective region • Ensuring compliance with Quality, Regulatory procedures while executing processes Continuous Improvement • Driving and leading cross-country process & productivity improvements initiatives using Lean tools • Taking the lead on standardization initiatives cross-country in SSC • Deploying Problem Solving approach and ensuring the proper execution of the continuous improvement projects on the SSC level Team management • Managing up to 100 employees and 6 direct line managers • Mentor/Support direct reports to ensure the right managerial competences are being developed • Working closely with direct reports to establish operational goals and objectives in line with organizational priorities • Ensuring development plans are defined and high potentials identified • Leading capacity planning for the SSC teams supporting organizational growth

Responsibilities: • Leading four CS BO teams consisting of 3 Supervisors (and their respective teams) and the direct organization of up to 20 CSRs on different therapies for the whole German market • Stabilizing the operations and KPI’s after integration with Covidien • Integrating the different teams in terms of the Order - To - Cash process