# Monika Kowalcze

Monika Kowalcze is a remote worker on Himalayas, Founder at EmpowerMind Hub, based in Australia.

Source: https://himalayas.app/@monikakowalcze

```text
Operations & Service Delivery Manager at St Vincent's Medical Imaging who halved patient complaints and increased booking retention by 25%.
```

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | Australia |
| Authorized to work in | Australia |
| Salary expectations | 60k+ EUR |
| Job categories | Operations Manager, Head of Operations, Service Delivery Manager |
| Skills | Operations Management, Service Delivery, Process Redesign, Workflow Redesign, P&L management, Budgeting, Governance, Quality Management, Regulatory Compliance, Stakeholder Management, Team Leadership, Coaching, Change Management, Customer Experience, Customer Relationship Management |
| LinkedIn | https://linkedin.com/in/monikakowalcze |

## What I'm looking for

```text
I'm targeting Head of Operations and Senior Operations Manager roles, and I'm open to remote roles across Europe.
```

## About

```text
At St Vincent's Medical Imaging (St Vincent's Health Australia), I led 25 direct reports at a site serving around 250 patients a day. I redesigned reception workflow and patient intake, halving complaints and increasing booking retention by 25%.

At Equity Trustees, I managed around 60 complex fiduciary client matters and reorganised the financial request process, improving client satisfaction by around 25%. Earlier, at Just Better Care, I managed 120 aged care and disability clients and redesigned intake to improve response times by around 70%.

I also owned and ran two retail businesses, with full P&L responsibility, before selling both during COVID-19. Through EmpowerMind Hub, I designed The Executive Mirror, a structured interview framework for executive hiring, succession planning and leadership transitions. I'm targeting Head of Operations and Senior Operations Manager roles.
```

## Experience

### Founder (current)

EmpowerMind Hub. Mar 2025 - Present

```text
Designed The Executive Mirror, a structured interview framework for executive hiring, and developed leadership tools and workshops. Built the practice alongside postgraduate business studies.
```

Skills: Executive-Interviews, Leadership-Development, Workshop-Facilitation, Ethical-Assessment-Design

### Operations & Service Delivery Manager

St Vincent's Medical Imaging. Sep 2024 - Jan 2026

```text
Led 25 direct reports within a 90-employee site serving around 250 patients a day. Reduced patient complaints by 50% and increased booking retention by 25% through process redesign.
```

Skills: Operations-Management, Service-Delivery, Process-Redesign, Patient-Intake, Workflow-Optimization, Team-Leadership, Governance, Quality-and-Compliance, Stakeholder-Management

### Client Relationship Manager

Equity Trustees. Nov 2023 - Sep 2024

```text
Managed a portfolio of around 60 clients with complex financial, legal and estate matters in a regulated trustee environment. Improved client satisfaction by around 25% by reorganising the financial request process.
```

Skills: Customer-Relationship-Management, Trust-Administration, Financial-Services, Compliance, Stakeholder-Coordination, Process-Improvement

### Senior Case Manager

Just Better Care. Feb 2023 - Nov 2023

```text
Managed a portfolio of 120 aged care and disability clients, coordinating families, clinicians and community providers. Improved response times by around 70% and reduced complaints by redesigning the client intake process.
```

Skills: Case-Management, Aged-Care, Disability-Support, Client-intake, Compliance, Stakeholder-Coordination

### Healthcare Operations Manager

The Sydney Private Hospital. Sep 2022 - Nov 2022

```text
Supported hospital leadership on operations, governance and accreditation readiness.
```

Skills: Healthcare-Operations, Governance, Accreditation

### Operations & Scheme Manager

Advance Rehabilitation Centre. Apr 2022 - Sep 2022

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Improved financial and funding-claims processes and stakeholder reporting.
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Skills: Operations-Management, Financial-Processes, Stakeholder-Reporting

### People & Operations Manager

Annandale Eye Care. Aug 2021 - Feb 2022

```text
Led practice operations across workflow, recruitment, onboarding, compliance and patient experience.
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Skills: Operations-Management, Recruitment, Onboarding, Compliance, Patient-Experience

### Managing Director & Operations Manager

Nikka's Coffee Shop Pty Ltd. Aug 2018 - Dec 2021

```text
Owned and ran two retail businesses with a team of 6 and combined annual turnover of around A$350,000. Held full responsibility for profit and loss, budgeting, and operations, and sold both businesses during COVID-19.
```

Skills: Business-Ownership, P&L-management, Budgeting, Procurement, Inventory-Management, Hiring, Customer-Experience

## Education

### Torrens University Australia

Master of Business Administration, Business Administration

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Pursuing a Master of Business Administration, currently in progress.
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### PMI

Professional Development, Business Analytics

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Completed professional development in Business Analytics.
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### Torrens University Australia

Graduate Certificate of Business, Business

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Completed a Graduate Certificate of Business in 2026.
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### NASBA

Professional Development, Decision-Making Strategies and Finance Foundations

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Completed professional development in Decision-Making Strategies and Finance Foundations.
```

## Tech stack

- Google Workspace
- Microsoft 365

To contact Monika, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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