- Drive operational efficiencies and ensure both operational and financial goals are exceeded- Define goals and objectives to ensure the team achieves excellence and grows client satisfaction- Recruit, motivate and retain a high performing delivery-focused operations team (150+ people)- Develop strong lines of communication within the team, across the broader organisation, with suppliers and most importantly with clients- Introduce external benchmarking to measure how the function is performing against key competitors- Ensure all IT solutions are designed, tested and implemented within budget, on time and to a standard that exceeds defined project requirements- Identify ways for the operations team to improve the client engagement model, including the 24x7 client support and IT functions, by ensuring that processes, procedures and controls are in place to deliver 100% client satisfaction- Work closely with the other members of the executive team to help define the broader strategy and direction of the company

- Oversaw training, development, scheduling, and performance management for a team of technical engineers working on RIM projects for US based clients.- Continually researched and developed considered recommendations for acquisition of new technologies, leading to current array of standardized tools.- Enforced stringent quality control standards and ensured attainment of all product development lifecycle milestones.