Effectively manage and organize Projects and Business Process Outsource (BPO) relationships. Ensure the day-to-day management of the BPO services. Operations Management which includes managing the day to day service delivery with the team in a multi-product environment. Build productive working relationship with peers and senior executives. Draft, prepare and/or manage project plans, including risks and issues.

Served as the primary Manager for the Clearance/Issuance team. Facilitated business and compliance reviews of all relevant tasks. Identify and implemented continuous improvement initiatives by assessing current processes, programs, and systems to business requirements, and by recognizing opportunities for standardization, increased efficiency, cost reduction, increased quality, compliance, and improved user experience. Analyzed workflows and processes, complex data and make good decisions to influence the ESU business outcomes. Interface with off-shore team regarding quality, timeliness ramp & volume of work.

Develop and implement a recruiting campaign and monitor results to ensure large volumes of applicants apply within a specific geographic location. Supervise employees directly in the office and in the field and take appropriate action regarding hiring, promotions and reassignment.

Managed support processes and developed direct reports located in multiple locations. Improved quality, internal reviews and audits scores. Resolved problems by determining the root cause, selected and explained the best solution, expedited the correction or adjustment and followed up to ensure resolution. Project Management initiatives that included tracking progress, monitoring, communicating project status regularly and resolving issues related to implementation. Audited multiple operational processes to ensure compliance with regulation and adherence to quality standards.

Managed operational processes by analyzing and reviewing ad hoc reports and recommended solutions to leadership. Ensured adherence to effective internal controls and compliance for the completeness and accuracy of transactions. Managed and developed team of eight direct reports.