Kamelia Gankova

• Responsible for initial and ongoing administration - company establishment, finance, accounting and reporting.
• Responsible for operational setup and strategy including systems, processes and people.
• Leads risk, compliance and governance tasks and license applications in 3 different jurisdictions.
• Responsible for Marketing and Sales - strategy, planning and implementation.

• Established a consulting business providing a wide range of services allowing foreign companies to enter the Bulgarian market and grow their business with ease.
• Focus on fintech and crypto companies.
• Performing setup, advisory, support and management functions.

Website: https://growthhub.bg/

• Manages setup, growth and day-to-day operations;
• Oversees hiring, onboarding, training and professional growth of employees;
• Compliance, risk and governance responsibilities incl. licensing;
• Negotiates contracts and service agreements with vendors to achieve prime pricing;
• Monitors and coordinated workflows to optimize resources;
• Documents processes and drafted SOPs to comply with regulations and company policies;
• Administrative tasks.

• Established the local entity and functions, incl. structure and processes, as well as hiring the top level management;
• Managed the setup, growth and ensured smooth day-to-day operations of the local entity performing the following functions Customer Service, Risk, Compliance, Payments, Legal and Privacy and Administrative;
• Responsible for hiring, onboarding, training and professional growth of employees (HR&Recruitment functions);
• Mitigated financial discrepancies by efficiently managing budget and payroll operations (Finance and Accounting functions);
• Responsible for all local and specific global relationships with partners;
• Identified and solved issues with production, workforce and material sourcing to drive business objectives;
• Performed duties in accordance with all applicable standards, policies and regulatory guidelines to promote safe working environment;
• Established a global multichannel Customer Success center of 1500+ employees currently, 20+ languages, 24/7;
• Developed and implemented new strategies and policies in collaboration with executive partners to establish and achieve long-term business objectives, providing company with strong and sustainable organizational leadership;
• Led restructuring and turnaround through development of new leadership team in an extremely fast-paced environment;
• Responsible for adherence to insurance and safety regulations across various projects.

• Total responsibility over the merge of the CS departments within the group;.
• Relocation of a CS team of 70+ people from North America;
• Financial planning, strategy and implementation to demonstrate sufficient synergies and savings;
• Implementation of new systems (CRM, telephony, internal knowledge base, etc.) and alignment of existing;
• Team restructure including position and salary alignments internally as well as against the market, urgent upskill of employees with potential to take over managerial roles, changes to allow 24/7 coverage for all products from a single location;
• Cross trainings and effective application of gained knowledge on all products within the group for 250+ CS people;
• Creation and application of new Group policies (internal and external, compliance, legal, efficiency improvements related, change management related);
• Languages and countries expansion – planning and implementation, alignment between brands;
• Payments, approvals, budget related activities;
• Customer and employee satisfaction (NPS, eNPS);
• Recruitment and retention initiatives;
• Advisory role in terms of product development, user experience and any changes affecting customers of the group;
• Created annual budget and developed comprehensive plan to accomplish company objectives while staying within budget;
• Focused teams on developing innovative and cutting-edge approaches at all levels with effective resource allocation and strategic planning;
• Analyzed business needs while soliciting customer feedback for process improvements;
• Developed measurement tools, dashboards and reports to track metrics on adoption and effectiveness of initiatives.

• Company formation and initial setup of local organisational and management structure;
• Established local partnerships for the clients;
• Responsible for the business real estate;
• Created plans and strategies based on customer requirements;
• Hired key people to allow the business to grow locally (Director, Finance lead, Legal lead, Dev lead, Operational lead, etc.);
• Created easy to follow strategic and implementation plans to support future growth and development.

• Handled disputes directly;
• Liaised with government agencies and other regulatory bodies;
• Followed and implemented compliance and regulatory regimes and changes related to complaints handling;
• Identified repetitive or critical issues, analyzed information and provided solutions to problems;
• Developed and implemented performance improvement strategies and plans to promote continuous improvement;
• Developed team communications and information for meetings;
• Managed quality assurance program, including online and on-site evaluations, internal and external audits and certifications and customer surveys;
• Fulfilled internal and external reporting obligations and audits.

• Responsible for Customer Service, Merchant Services, VIP Services and Payments Departments (Operations);
• Led numerous structural changes and implementation including relocation of teams from other countries to Bulgaria;
• Led recruitment, training, onboarding and retention activities in all teams;
• Responsible for reviewing working practices and various compliance and legal aspects to ascertain if it is successful and if not, devise alternatives;
• Payments and budget related activities (creation, management, reporting);
• Responsible for customer and employee satisfaction (NPS);
• Ensured that financial as well as all other departmental targets are consistently met.
• Prepared variety of different written communications, reports and documents to ensure smooth operations.

• Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
• Planned, organized, directed, controlled and evaluated departmental performance;
• Responsible for internal policies development, presentation and implementation;
• Responsible for business processes simplification and functional streamline;
• Responsible for multiple workforce structural changes and reorganization;
• Introduced a quality assurance process;
• Responsible for strategic planning and decision making;
• Introduced key performance measurements, reporting and analytics.
• Introduced higher standards for customer service and increased efficiency by streamlining operations.