Project Executive Summary
A Digital and Agile (DnA) transformation initiative at UPC Poland to replace end-of-life legacy BPM systems with a modern, scalable Case Management platform. The project managed a 1.91M PLN CAPEX budget, projected to generate 3.9M PLN in five-year operational savings while mitigating a ~20M PLN UOKiK regulatory penalty risk. The evaluated and implemented technology stack included ServiceNow, Bonita Platform, Google Anthos (microservices), Jira, Confluence, OCR & Speech Analytics, and integration with legacy systems (Wizard, Remedy, Deimos, Renaissance RNS CCP).
Role Executive Summary
Project Manager. Served as the central point of contact and integration owner — planning and executing the project within budget, time, and scope. Owned the weekly internal and external vendor status updates, managed Jira licensing for up to 500 users, led the RFP / vendor selection process (Accenture vs. Horus), and coordinated cross-functional architecture and design workshops totaling 60+ man-days of HLD / LLD effort.
Deliverables
- Surpassed regulatory compliance targets by re-engineering the complaint management process, mitigating a ~20M PLN UOKiK penalty exposure, through the implementation of automated case registration and improved end-to-end case visibility.
- Transformed the organization’s legacy infrastructure posture by migrating RNS CCP applications to a Google Anthos microservices architecture, achieving >1M PLN in cost avoidance on IBM server maintenance and future upgrades.
- Orchestrated a 1,91M PLN CAPEX digital transformation programme, projecting 3,9M PLN in five-year cost savings, by leading vendor selection (Accenture vs. Horus) through a structured RFP / RFQ process and steering a cross-functional DnA team through 8 Agile sprints.
- Engineered operational efficiency gains across the customer care function, reducing weekly reporting time by 70% and freeing 100+ team hours per quarter, by designing and deploying a centralized analytics dashboard.
- Spearheaded high-level and low-level design across a cross-functional team of Architects, Analysts, and App Support, delivering 60+ man-days of structured HLD / LLD output in full alignment with internal digital transformation principles.