As a seasoned leader with an extensive experience of 13+ years in managing and optimizing delivery operations, I have managed a dynamic team of 60+ FTEs and 4+ Team Leaders. My strategic training programs have empowered over 100 FTEs across multiple projects, driving process improvement to an impressive 99.98% accuracy.I am dedicated to maintaining compliance, ensuring quality work, and upholding professional work etiquettes. My achievements include a significant increase in FTE headcount while maximizing speed and efficiency in deliverables. I excel in managing major incidents and problems during offshore hours, ensuring timely resolutions within SLAs, and leading major incident management bridge calls to drive quicker service restoration.I am passionate about automation opportunities and continually assess and enhance processes for optimal performance.Customer satisfaction is paramount to me; I excel in assessing feedback, evaluating areas for improvement, and providing critical feedback to associates and supervisors. I maintain robust relationships with clients and key stakeholders across all regions, effectively handling escalations and ensuring seamless communication.Key Achievements:- Increased FTE headcount while maximizing speed and efficiency.- Resolved major incidents within SLAs during offshore hours.- Led incident management bridge calls for faster service restoration.- Conducted technical interviews across multiple projects and hired key talent for the organisation.- Identified and implemented process improvements and automation opportunities.- Achieved higher customer satisfaction through continuous feedback and process enhancements.- Maintained strong client and stakeholder relationships, effectively handling escalations.Let's connect to explore how my expertise can contribute to your organization's success.