Michael is working in Erste Group Bank for almost 12 years now (joining Erste in April 2003). Coming with experiences from external consulting companies (Accenture, IBM Consulting, KPMG) Michael started in Erste at the Business Process Management Department leading various process optimization and transformation projects. After working for 4 years in the Retail Business Development area being responsible for the implementation of strategic important topics for the Retail Board of Erste Michael decided to dive in the world of operations where he is now responsible for Retail Operations in all Erste Group. As the head of Retail Support & Services Michael and his team define and drive the functional group-wide strategy for Retail Operations and Services in order to create transparency and synergies across the group members, to improve the operational environment and efficiency and to optimize the cost base. Retail Operations Processes in scope of his responsibility are Retail loan application and maintenance, Retail account opening and maintenance, Retail deposit opening and maintenance, Retail 3rd party products processing, Retail integrated services (such as mobile banking processes, alternative payments integrated services, etc.) and support for branch processes.