I lead large-scale operations with full P&L accountability, driving performance, profitability, and customer outcomes across complex, multi-client environments.
• Directed operations supporting 800+ employees across 7+ enterprise clients in financial services, insurance, technology, retail, and telecommunications.
• Managed business portfolios exceeding $4M USD in monthly revenue, balancing growth, cost control, workforce optimization, and client satisfaction.
• Owned P&L performance, identifying operational efficiencies, improving margins, and managing incentive programs valued at up to $150K USD per month.
• Led workforce planning, forecasting, capacity management, quality assurance, and service delivery functions to consistently achieve SLA, CSAT, QA, FCR, and productivity targets.
• Managed Statement of Work (SOW) execution, ensuring alignment between contractual commitments, pricing structures, operational delivery, and financial performance.
• Partnered with clients and executive stakeholders through business reviews, strategic planning sessions, and performance governance frameworks.
• Maintained audit readiness and regulatory compliance in highly regulated environments, serving as a key liaison during PwC, Deloitte, OSA, and IATPM audits, all completed successfully with no major findings.
• Applied data analytics, workforce intelligence, and predictive modeling to improve retention, reduce attrition, optimize staffing strategies, and support business decision-making.
My strength lies in translating operational complexity into measurable business results—balancing customer experience, employee performance, operational efficiency, compliance, and profitability at scale.
