In November 2020, I assumed a pivotal role amidst significant organizational turbulence within the Trading Operations domain, precipitated by a confluence of restructuring initiatives, M&A endeavors, and the disruptive effects of the Covid-19 pandemic. Witnessing a staggering 40% overall attrition (~180 FTE) in 2020, with senior managerial ranks experiencing a 100% turnover during the same period, I recognized an unparalleled opportunity to effect meaningful change and steer the course towards stability and resilience.Location Strategy:Addressing fragmented presence across 13 cities in 12 countries and single-location reliance for critical functions, I devised a comprehensive strategy. This established two operational hubs in each key region (EMEA, APAC, AMER), enhancing resilience and regional customer support.Strategic Tools:I tackled disparate tool usage by centralizing on Salesforce for incident and customer management, boosting operational efficiency and collaboration.Metrics:Implementing a blend of industry-standard and bespoke metrics aligned with organizational goals, we witnessed transformative improvements:MTTa (Assign) reduced from over 150 minutes to under 10 minutesMTTr (Respond) decreased from over 300 to under 20 minutesMTTR (Resolve) slashed from over 100 to under 24 hoursExperience Pulse, a CSTAT measure calculated in the same manner as NPS, surged from low 30s to high 60s, signifying substantial enhancement in customer satisfaction.Through strategic foresight, meticulous planning, and decisive execution, I spearheaded initiatives that not only stabilized the Trading Operations organization but also positioned it for sustained growth and excellence amidst evolving market dynamics and operational challenges. I am happy to report we ended 2023 with a 6% overall attrition.

Implement strategic visions, within highly adaptable and streamlined organizations, to ensure conservation of high quality customer experiences, while delighting the shareholders. Provide leadership and human resource development coaching to reporting team managers. Refine process, demand management, workflow, and incident communication with a global “Follow-the-Sun” mindset.

Drove performance through positive motivation of human resources. Cultivated team dynamic with performance management where required. Supervised and ensured completion of various day to day operational necessities. Notable Experiences:• Maintained >90% customer satisfaction, while merging two customer support teams into one fully functioning unit, resulting in a savings of two headcount.• Preserved employee morale throughout a large scale migration of the team’s peers to Thomson Reuters’ Manila call center.

Administered infrastructure support to market data professionals, utilizing Elektron feeds and TREP environments to publish financial data to their end users.

Assisted front line agents with complex technical issues that allowed quicker resolutions to our customers’ service requests.

Mentored new hires to establish proper processes, impart technical knowledge, and cultivate excellent customer service.

Provided client facing technical support with an emphasis on excellent customer service, which included answering inbound calls, accurately documenting a service request, and troubleshooting issues on various financial data applications