In my over two-decade career, I've honed expertise in Financial services, Telecom, transition, and Risk and Compliance. Proficient in Revenue & Cost Management, Metric Management, Process Improvements (COPC and Six Sigma), Business Intelligence, and Client and Customer Complaints Management, I've led operational risk management initiatives, fostering a culture of excellence. This involved independent assessments, challenging 1st LOD risk management efforts, and promptly escalating emerging risks. I facilitated risk management practices, ensuring effectiveness in identifying, analyzing, quantifying, and reporting on Risks and Issues. Collaborating closely with Payments management, control teams, CCOR, and Risk colleagues, I influenced strategic program decisions. Firm-wide initiatives and Risk Assessment Strategies development were my forte, covering Compliance Reviews, Enterprise Level Risk Assessment, and Policy Implementation. I managed Risk & Control Assessments, reviewed Contract Terms & Conditions, and oversaw Fraud Risk Control Functions. Adherence to the BPS Risk Management Framework across FSO projects was a priority, assisting in GDPR, ISO 27001, PCI DSS audits. I focused on AML, KYC, and sanctions compliance, developing robust procedures and policies. Managing multiple projects concurrently showcased my adept prioritization skills. Collaboration with the 1st LOD to detect suspicious activities and ensure compliance was vital. Establishing contracts, SLAs, and billing models optimized cost efficiency and customer service. Active participation in Due Diligence procedures for prominent UK banks and leading sales pursuit teams demonstrated my strategic acumen. I developed support plans, managed stakeholder relationships, and ensured service delivery within contract minimums.Overall, my multifaceted expertise and strategic approach have been instrumental in driving organizational excellence and mitigating risks effectively.

As the manager overseeing overall operations, my primary focus is on optimizing revenue, minimizing costs, and prioritizing customer satisfaction. Currently, I manage a substantial account valued at approximately £9 million, supported by a team of 875 billable FTEs and 70+ support staff.Financial Oversight: My role entails optimizing the Profit and Loss (PNL) of the account, with a keen focus on exceeding revenue targets and maintaining target Gross Margin percentages.Diverse Business Lines Management: I oversee a variety of business lines, including Tech Service, Customer Service, Complaints (OFCOM reportable), Multiple Back Office lines, Escalations, Fault management and resolution, Order Placement and provisioning, E-mail support, and Content writing. It is crucial to ensure seamless operations across all segments to effectively meet diverse customer needs.Performance Enhancement: I drive efficiency metrics, ensuring that all operational KPIs are not only met but surpassed. Through strategic process improvements, I have achieved a green dashboard status and significantly enhanced Net Promoter Score (NPS) and Average Handling Time (AHT) to align with client expectations.Quality Management and Talent Retention: I introduced innovative concepts such as Batch Adoption and implemented robust quality management strategies to tackle early-life attrition challenges. These initiatives have not only improved employee retention rates but have also positively impacted NPS scores.Recognition and Leadership: Within a remarkably short span of five months, I was honored with the Emerging Leader award, highlighting my contributions and leadership in driving operational excellence and achieving key performance milestones.In summary, my approach centers on strategic financial management, operational efficiency, and fostering a culture of continuous improvement to deliver exceptional service and drive sustainable business growth.

As the orchestrator of overall operations, my core objective is to finely tune revenue streams and optimize costs while prioritizing the utmost satisfaction of our customers. I was at the helm of managing a substantial £12.5 million account, buoyed by a proficient team of 438 billable FTEs and 75+ dedicated support staff.Navigating the complex landscape of Risk and Governance, I oversee the profile for the entire Barclays, encompassing over 2000 FTEs. This pivotal role involves meticulously scrutinizing end-to-end process functionality, designing and implementing a robust Severity matrix, and crafting an Assurance and control framework. I spearhead the creation of comprehensive risk registers and swiftly devise action plans to mitigate any identified risks. Through daily and weekly audits, I ensure a proactive approach to identifying and addressing potential business threats, presenting these findings to senior stakeholders with clarity and precision.Cultivating professional relationships with our esteemed clients, I am dedicated to suggesting process enhancements that not only mitigate errors but also unlock additional value, thereby fortifying our partnerships and driving mutual success. Overseeing the sales Gain-Share model for the site, I consistently deliver revenues estimated to exceed over a million per month, demonstrating a steadfast commitment to driving growth and prosperity.Engaging in regular Weekly/Monthly/Quarterly Business reviews with our onshore clients, I ensure transparent communication and alignment on current business initiatives and objectives, fostering a collaborative environment built on trust and accountability.I drive continuous improvement and operational excellence. Additionally, I champion initiatives such as the Green Belt for Net Promoter Score (C-SAT), Accuracy enhancements, and attrition management, all aimed at elevating our performance and delivering unparalleled value to our clients.