•Monitoring LOB performance, providing suggestions for improvementand training programs to increase team efficiency•Inspired and managed teams in operational improvements, increasing overall productivity.•Managed operations efficiently and effectively verifying customersreceived exceptional service.•Closely monitored LOB performance by conducting observations and tracking key metrics, identifying, and managing underachievers appropriately.•Maintained excellent employee… Show more •Monitoring LOB performance, providing suggestions for improvementand training programs to increase team efficiency•Inspired and managed teams in operational improvements, increasing overall productivity.•Managed operations efficiently and effectively verifying customersreceived exceptional service.•Closely monitored LOB performance by conducting observations and tracking key metrics, identifying, and managing underachievers appropriately.•Maintained excellent employee relationships by cultivating supportive,positive and helpful working environment.•Monitored operations to ensure employees followed relevant procedures and worked towards defined Key Performance Indicator (KPI) targets.•Assessed monthly reports to review client activity and identifyopportunities.•Proactively identified and solved complex problems impactingoperations management and business direction.•Maintained excellent client relationships by efficiently resolvingcustomer issues, including client callouts and client escalations.•Presentation of WBR/MBR/QBR to clients and focusing on business improvement Plans. Show less