Zsofia Kovacs is Head of Corporate Customer Service at K&H Bank, applying Operational Excellence and Lean tools and methods to back-office activities. Zsofia previously held process improvement leadership roles in banking, IT, retail and sales, having 18 years of extensive Six Sigma, Operational Excellence and Lean experience. With Masters, MBA and DESS degrees in management and finance and as a certified Project Management Professional (PMP), she has worked for the largest Hungarian banks and retail sales groups, leading cross-domain process improvement projects and creating the framework for continuous improvement. Before moving to K&H Bank, Zsofia was the Process Management and Regulation Director and member of the Executive Board at Match Hungary. At K&H Bank she was responsible for leading the Operational Excellence Competence Centre.