Irmina Masiuda

Education Cracow University of Economics, Master of Accounting, 2001 Certification Certified Accountant from the Polish Accountancy Association and Six Sigma Green Belt Fun Fact I spent 1 year in China to support Capgemini’s center in Guangzhou, I love cooking and embroidering Career I started in BPO as a temporary employee for International Paper’s (IP) Accounts […]

Education

Cracow University of Economics, Master of Accounting, 2001

Certification

Certified Accountant from the Polish Accountancy Association and Six Sigma Green Belt

Fun Fact

I spent 1 year in China to support Capgemini’s center in Guangzhou, I love cooking and embroidering

Career

I started in BPO as a temporary employee for International Paper’s (IP) Accounts Payable French department. After I became a permanent employee, I had the opportunity to spend five weeks in the US – it was a great experience to travel to North America, work with IP employees, gain more knowledge, document processes and then to use that experience to set up General Ledger operations in Poland. Following my promotion to Process Leader, I was asked to lead one of the key engagements at the then newly-set up China center. My time in Guangzhou was one of the most important and valuable experiences in my life. It was very difficult, especially at the beginning, to understand the Chinese culture, gain the trust of the team and to lead them in the right way. But I managed. Upon my return to Poland, I continued to progress my career, working with clients in different industries. I now serve as Program Manager for a transition team in Europe while providing leadership and management oversight to our Katowice BPO Center operations.

I am generation BPO

I’m very proud of the fact that I was one of the people who laid the foundations of Capgemini BPO and BPO in general, especially in Krakow. It is not easy to understand what we do but it’s definitely not an accountant’s job. It’s more inspiring, motivating and creative. I work with global clients as a process specialist, providing my inputs to developing the company’s assets and sharing my learning with others. I have the freedom to propose and implement new ideas. My future is in my hands and this is the biggest beauty of BPO within Capgemini. The biggest values I bring are my openness, motivation and human approach. I like working with people and BPO is about people. Of course, it’s also about automation and continuous improvement, but firstly, it’s about people. As managers, we need to find the best way to inspire our teams for further growth, just as we expect our top management to motivate us. I’m very proud of the fact that I was one of the people who laid the foundations of Capgemini BPO and BPO in general, especially in Krakow.

Skill sets and Mindsets

The key words are: flexibility, customer focus, creativity, positive thinking. You should not only fulfill your goals but also welcome new ideas, projects and initiatives. Managers need to build the company culture and show their teams how to represent the company in front of external clients or internal stakeholders. You also need to be self-confident, strong and stress-resistant. But all this comes with experience.

The future of BPO

I see BPO becoming more demanding, requiring more strategic thinking from us. Clients see BPO as a real value-add, not just pure cost-cutting. I think that the quality of our work and our people (dedicated, professional, open and friendly) will become even more valuable than it is now. I would like to develop my career in BPO, definitely. I can use my broad experience to help to answer client expectations and bring an innovative approach. Looking forward to it!

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