Lidia Hanna Wiktorowska-Smith
Project Manager
Cape Town
Summary
Experienced Project Manager and Business Analyst with a strong background in business process and systems engineering across the IT and insurance sectors. Proven ability to manage large-scale projects, ensure client satisfaction, drive cross-functional collaboration, and deliver technical solutions aligned with business needs. Known for strategic thinking, and a passion for continuous improvement. I am a strong analytical thinker and initiative problem solver. At my job I am following the principle : « A problem properly stated is half solved » (John Dewey)
Overview
22
22
years of professional experience
9
9
years of post-secondary education
Work History
Project Manager
Independent Contractor
Cape Town
01.2024 - Current
- Company Overview: Business Process & Systems Engineering (Information Technology)
- Project planning, scope verification, and resource allocation
- Managing development progress, addressing issues, and prioritizing improvements
- Tracking project timelines and overseeing production deployments
- Coordinating post go-live support and issue resolution
- Ensuring client satisfaction and value delivery
- Business Process & Systems Engineering (Information Technology)
Project Manager
Thoughtexpress Semantic Technology (Pty) Ltd
Cape Town
01.2021 - 12.2023
- Company Overview: Business Process & Systems Engineering (Information Technology)
- Managing large international projects related to MIMO processes (i.e
- Money IN, Money OUT)
- Managing international MIMO (Money In, Money Out) projects
- Project planning, resource assignment, and deadline monitoring
- Validating client issues and recommending solutions
- Creating process maps, implementation notes, and project scope documents
- Liaising between clients and developers; overseeing deployments
- Business Process & Systems Engineering (Information Technology)
Business Analyst & Project Manager
Payment24 (Pty) Ltd
Cape Town
01.2020 - 12.2021
- Company Overview: International Fuel Payment Solutions (Information Technology)
- Gathering and documenting product/integration requirements
- Monitoring requirement alignment and eliminating scope creep
- Overseeing system/integration testing and UAT
- Preparing deployment documentation and signing off releases
- Managing project plans and ensuring deliverables meet deadlines
- International Fuel Payment Solutions (Information Technology)
Business Process & Systems Analyst
Thoughtexpress Semantic Technology (Pty) Ltd
01.2013 - 12.2020
- Company Overview: Business Process & Systems Engineering (Information Technology)
- Gathering and analyzing billing and bank statement requirements
- Implementing process changes using semantic logic and Orfeo code
- Testing and validating system behavior
- Designing reports and assisting clients with operational procedures
- Training clients on billing processes and managing daily support tasks
- Business Process & Systems Engineering (Information Technology)
Client Services Specialist
Old Mutual
Cape Town
01.2011 - 12.2013
- Company Overview: Skandia Versiherung Management & Service GmbH, South Africa branch in Old Mutual, Cape Town
- Supporting team members on complex customer service cases
- Interpreting product rules and performance targets
- Coordinating with Skandia in Poland to ensure meeting expected service levels
- Analyzing KPIs and preparing business documentation
- Participating in process improvements and Lean training initiatives offered by Old Mutual
Client Complaints Specialist
ProService Transfer Agent and Skandia Life Insurance company
Warsaw
01.2007 - 12.2011
- Handled client complaints related to investments and long-term insurance
- Consulted with brokers, analyzed market trends, and interpreted insurance terms
- Led customer service improvements and staff training
- Managed car insurance renewals and policy campaigns
- Reason for leaving: Transferred to a Skandia branch in South Africa, for new challenges and experience
Customer Service Department
Generali T.U.S.A. and Generali Finance L.L.C
01.2003 - 12.2007
- Coordinating work between nine company branches in Poland within processes of renewing a car insurance
- Managing a team of five in the Head Office – supervising their work and being responsible for the results (KPI)
- Facilitating training to employees in business processes
- Participating in the process of designing insurance policy offers, campaigns
- Creating instructions and procedures related to car insurance processes
- I took part in training completed with diplomas from: ‘Telephonic customer service’, ‘Interpersonal communication’ and ‘Conflict resolution’ (EFS, European Commission)
- Reason for leaving: Looking for further development opportunities
Education
High School Diploma -
09.1993 - 09.1997
BA - Economics (Property Management)
10.2004 - 10.2008
Certificate from the course « Derivative Instruments » -
01.2025 - 01.2025
MS Excel and courses related to client service - undefined
Advanced Qualification in Business Analysis NQF Level 6 - undefined
01.2018 - 01.2019
Skills
Project planning and monitoring
Timeline
Warsaw Stock Exchange School - Certificate from the course « Derivative Instruments »,
01.2025 - 01.2025
Project Manager - Independent Contractor
01.2024 - Current
Project Manager - Thoughtexpress Semantic Technology (Pty) Ltd
01.2021 - 12.2023
Business Analyst & Project Manager - Payment24 (Pty) Ltd
01.2020 - 12.2021
Facility Training Institute - Advanced Qualification in Business Analysis NQF Level 6,
01.2018 - 01.2019
Business Process & Systems Analyst - Thoughtexpress Semantic Technology (Pty) Ltd
01.2013 - 12.2020
Client Services Specialist - Old Mutual
01.2011 - 12.2013
Client Complaints Specialist - ProService Transfer Agent and Skandia Life Insurance company
01.2007 - 12.2011
Maria Sklodowska – Curie University - BA, Economics (Property Management)
10.2004 - 10.2008
Customer Service Department - Generali T.U.S.A. and Generali Finance L.L.C
01.2003 - 12.2007
John III Sobieski High School - High School Diploma,
09.1993 - 09.1997
European Social Fund (European Commission) - MS Excel and courses related to client service,
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