Dafina Krasniqi

Responsible for the assessment, calculation, and review of Standard Unit Time (SUT) for various banking processes and services.

• Led the coordination and documentation of SUT-related activities in line with internal policies and local directives.

• Collaborated with stakeholders to identify process cost drivers and variances, and provided training and guidance to relevant departments.

• Monitored and maintained performance indicators (KPIs) for all SUT metrics; conducted follow-ups on efficiency initiatives.

• Designed and updated process documentation including process maps, templates, measurements, and cost center matrices.

• Coordinated data collection and final analysis in cooperation with Finance and Business units, ensuring accuracy and transparency.

• Evaluated automation progress based on input process capability and Straight-Through Processing (STP) levels.

• Organized regular meetings with cross-functional teams and supervised staff involved in process measurement.

• Identified improvement opportunities through benchmarking and prioritization assessments.

• Ensured the quality and reliability of data and reporting for management decision-making.

Leasing Application Management & Financial Analysis

• Processed leasing applications from initial document check to system entry and submission for risk approval (PI and Micro segments).

• Conducted financial analysis and drafted business summaries to support credit decision-making.

• Ensured all documentation and data were complete, accurate, and in line with RLKO and Group Directives.

• Applied 4-eyes principle before submission and closely coordinated with the Risk Department for approvals.

• Maintained data quality in the Core Leasing System (CLS), including asset registration and final application review.

After-Sales Operations

• Managed client communications post-agreement, including depreciation plans, invoice handling, and prepayment requests.

• Facilitated restructuring of non-performing leasing agreements, including preparation of financial documentation.

• Handled partial payments and related approval workflows with internal departments.

• Collaborated with IT to resolve system issues, test new developments, and ensure smooth technical operations.

Customer Experience & Complaint Handling

• Delivered high-level customer support on agreement clarifications, installment queries, and general service requests.

• Managed complaints through the VOC platform and liaised with RBKO Customer Experience teams.

• Prepared and provided data to external vendors conducting NPS and CX surveys.

Vendor Relations

• Communicated with vendors post-agreement activation to confirm deliveries and initiate asset registration.

• Prepared and processed asset payments, vendor memos, and supported vendor program coordination.

Marketing & Reporting

• Supported marketing campaigns, including the preparation of reports, memos, and tracking performance metrics.

• Delivered regular sales pipeline reports and contributed to initiatives like the “Family & Friends” program, KCGF, and Buyback Agreements.

• Created and managed purchase orders for office and marketing expenses.

Administrative & Project Support

• Assisted Line Manager with various front-office tasks and delegated projects.

• Acted as a backup for team members as needed and supported smooth office administration.

Assisted the Sales Support team with application processing, data entry, and document verification.

• Supported the preparation of leasing applications and communication with internal departments.

• Helped with organizing documents in the Core Leasing System (CLS) and ensuring data accuracy.

• Observed the full leasing process, including after-sales support, client communication, and reporting tasks.

• Preparing registration forms and contracts
• Maintaining record sheets regarding kids daily attendance
• The cooperation and support of the accountant of the Garden
• Helping to prepare monthly report for income vs. expenses

Assisted in the collection and organization of property and asset-related data for valuation purposes.

• Supported senior appraisers in preparing valuation reports for real estate, vehicles, or other tangible assets.

• Conducted market research and compared prices to support accurate asset value estimations.

• Helped with document preparation, data entry, and maintaining internal databases.

• Observed valuation inspections and learned about local regulations and industry standards.