Igor Jovanovic
Business Systems & Enablement Manager
Experience
Jun 2024 - Present
1 year 1 monthBusiness Systems & Enablement Manager
MonetizeMore
- Successfully setup, managed, and coordinated the Business Systems & Enablement (BSE) team of five, consisting of Salesforce developers, Revenue Operations analysts, Project Managers, and one Customer Experience Lead, distributed among four time zones (PHT to PST).
- Onboarded into the company’s Leadership team.
- Created and fully onboarded to a Project Management Office (PMO) Framework including all necessary project documentation, allowing the setup and successful closure of multiple Salesforce and process-oriented projects within five months.
- Coordinated 100% automation of the Customer Experience process, ensuring surveys flow at scheduled times, responses are collected and analyzed by an internal AI, and action items flow directly into the owner team's pipeline.
- Perfected stakeholder communication channels leading to successful multi-project completion, improving Salesforce CSAT score from 61% to 80% within the first three months.
- Paved the way for creating the Lean Six Sigma Masters Committee after four months, acting as the governing body for all internal and publisher-oriented processes.
- Ensured Salesforce success as the single CRM by deprecating 100% of reliance on Hubspot within the first three months of onboarding.
- Saved between $10k-$20k per annum by integrating Active Campaign, Zendesk, and Jira into Salesforce within the five-month timeframe.
Oct 2023 - Jun 2024
9 months Serbia
Revenue Assurance Program Lead
NCR Voyix
- Successfully set up and managed the Global Revenue Assurance program, including preparation of projects, processes, and KPIs.
- Hired and led a team of five (three direct and two second-line reports) in EMEA and APAC regions.
- Presented, planned, and managed the Customer Health Checkup project, assuring the collection of over $45M of leaking revenue, surpassing goals and KPIs by over 50%.
- Managed exploration and analysis of multiple partner team processes (including Prepaid Maintenance, Software Subscription, Disputes, and Acquisitions).
- Prepared new, fine-tuned process maps using DMAIC methodology and conducting interviews.
- Ensured cross-functional and cross-industrial cooperation in creating Customer Baseline—a unique, live database containing information on all active and past customers, contracts, and revenue flows.
- Oversaw the Disputes Improvement program led by a direct report.
May 2021 - Sep 2023
2 years 5 months Serbia
Solutions Project Manager
NCR Corporation
- Led core Banking Enablement projects through collaboration with Customer Success Managers (CSMs), Account Executives (AEs), and Product/Development/Quality Assurance teams.
- Improved global NPS score by 1 point, with market-specific increases, including NAMER NPS improvement by 2 points.
- Decreased team costs by $350k/year by streamlining Order Process Quality and Invoicing processes into a combined Center of Excellence.
- Achieved product integrations among compatible platforms, improving global efficiency and productivity by 25% and reducing costs by over $100k/year during the project lifecycle.
- Oversaw revenue recovery milestones of over $26M by May 2021, surpassing annual team expectations by 5%.
- Organized and implemented DMAIC analysis (process map, RACI matrix, SIPOC diagram) for the Service Assumption process.
- Streamlined tool integration—replacing live communication with platform integration into Service Now using biweekly sprints.
- Managed the Entitlement Green Program to improve NPS and CSAT scores.
- Established Data Integrity Center of Excellence (CoE) to tackle data clean-up for 1.7k Banking customers, including creating processes, KPIs, procedures, and dashboards while hiring a manager and five Business Ops Analysts.
- Optimized IT equipment order lead times and streamlined hybrid/remote work processes for roughly 10k employees in the Banking department.
Jan 2019 - May 2021
2 years 5 months Belgrade, Serbia
Project Manager, International Cooperation
Ministry of Defense of Serbia
- Managed European Union IT, healthcare, and military projects, including multiple medical donations and E-learning programs.
- Acted as Team Manager from June 2020 to February 2021.
- Oversaw ownership of 5-10 multimillion-dollar projects annually, documented within a major Gantt chart and Work Breakdown Structure (WBS).
- Redesigned and improved project and program management processes.
Jan 2015 - Jan 2019
3 years 1 month Belgrade, Serbia
Supply Chain Manager
Memfis doo
Oct 2014 - Jan 2016
1 year 4 months Belgrade, Serbia
Trainee in Marketing
Nestle Adriatic S
Summary
Experienced Information Technology, Customer Experience, and Revenue Operations Project/Program Manager, with a demonstrated history of working in software, hardware, and financial industries. Expert at identifying opportunities to maximize product value, as well as eliminate overhead costs and process waste. Decisive and effective communicator, with a hands-on approach to addressing issues and growth opportunities. Strong diversity and inclusion advocate.
Languages
English
Native
Serbian
Native
German
Advanced
Chinese
Intermediate
Spanish
Intermediate
Education
Oct 2009 - Sep 2014
Faculty of Organizational Sciences, Belgrade
Master of Science, minor in international business management · Business Management, Tech Development, Administration · Belgrade, Serbia · 9.71
Certifications & licenses
Product Management for AI & Data Science
Udemy
Generative AI
PMI
Kickoff Waterfall & Agile Courses
PMI
Smartsheet Core App
Smartsheet University
Lean Six Sigma - Black Belt
go4sixsigma
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