Aleksandra Zolynaite

• Led the Asia-Pacific transformation programme focused on designing and implementing a customer-centric operating model.
• Drove organisational alignment across Customer Success, Product, Operations, Technology, and Compliance functions to support strategic transformation objectives.
• Identified operational and customer experience improvement opportunities within the APAC region, developing initiatives that secured executive approval and were subsequently rolled out globally.
• Designed governance frameworks, operating procedures, and engagement models to enhance customer experience, operational efficiency, and service delivery.
• Acted as a strategic advisor to senior leadership on organisational effectiveness, operating model evolution, and growth initiatives.

• Led enterprise Customer Success across EMEA and Asia, managing a €600M institutional portfolio.
• Delivered €120M portfolio growth while maintaining retention above 95%.
• Designed and implemented SOPs, SLAs, KPI frameworks, and customer health-scoring models.
• Established Voice of Customer programmes strengthening customer feedback loops and strategic decision-making.
• Improved time-to-value through standardised onboarding and lifecycle programmes.
• Partnered with Product, Operations, Technology, and Compliance teams to improve organisational alignment and customer outcomes.

• Managed relationships with institutional clients, including brokers, banks, investment funds, and wealth management firms across multiple jurisdictions.
• Led client adoption, and value realization for trading, investing products (Enterprise ecosystem, multi-tenant & embedded).
• Developed strategic account plans by identifying client growth initiatives, business opportunities, pain points and future platform requirements.
• Acted as the Voice of the Customer, translating client requirements into product improvement opportunities and supporting roadmap prioritization.
• Facilitated collaboration between customers, Product, Technology, Operations, and Compliance teams to ensure successful solution delivery.
• Standardized QBR and EBR frameworks, strengthening executive stakeholder engagement and expansion planning.
• Implemented Power BI reporting and Jira workflow automations, reducing churn risk by approximately 15% and improving customer health visibility.

• Delivered approximately 400% revenue growth through product diversification and strategic account development.
• Worked exclusively with UHNW individuals (>€10M net worth) and institutional clients, including banks, brokers, investment funds (including electronic listing, subscription and redemption process), supporting adoption, relationship management, and strategic business initiatives.
• Led KYC, AML, onboarding, and market-data integration initiatives.
• Introduced governance frameworks reducing onboarding timelines by approximately 30%.
• Supported regulatory, operational, and commercial initiatives within a highly regulated financial-services environment.

• Played a pivotal role in building and launching a greenfield Internet Service Provider, creating the operational foundations, governance frameworks, business processes, and performance structures that enabled successful market entry and subsequent growth.
• Established KPI frameworks and executive reporting mechanisms to drive data-led decision-making and performance management.
• Supported strategic partnership development, commercial negotiations, and business expansion initiatives.
• Led cross-functional teams to improve operational alignment, service quality, and organisational effectiveness.
• Managed budgeting, forecasting, and resource allocation across multiple business functions.
• Implemented operational governance and performance frameworks to support sustainable growth and scalability.

• Partnered with senior leadership to align operational priorities across field operations, customer support, and business functions.
• Led cross-functional initiatives enhancing organisational communication and accountability, driving effective execution.
• Designed and optimised operational workflows, improving efficiency and reducing service-delivery bottlenecks.
• Oversaw escalation-management processes and operational issue resolution.
• Supported executive decision-making through performance monitoring, reporting, and resource planning.
• Aligned teams and processes with organisational objectives during business-growth initiatives, supporting strategic alignment.

• Managed administrative operations, supplier relationships, and contractual agreements to ensure business continuity and enhance operational efficiency.
• Redesigned distribution processes, increasing market coverage by 20%.
• Implemented process improvements strengthening efficiency and service delivery.
• Supported governance practices and streamlined documentation management and operational controls to uphold compliance and facilitate decision-making.
• Coordinated cross-functional activities to enhance operational consistency and drive improvements in business performance.
• Supported governance practices, documentation management, and operational controls.

• Led day-to-day business operations within one of Lithuania's largest retail environments.
• Managed operational budgets, resource allocation, workforce planning, and performance management to optimize resource utilization.
• Managed operational budgets, resource allocation, workforce planning, and performance management.
• Monitored KPIs and operational metrics to enable informed decision-making and enhance operational effectiveness.
• Implemented process improvements reducing costs while maintaining service standards.
• Monitored KPIs and operational metrics to support data-driven decision-making.
• Partnered with senior leadership on strategic initiatives to drive operational improvements and support business growth.