Head Of Product Operations
CurrentEMQ operates a global financial settlements network infrastructure handling cross-border transactions which address the needs of corporate clients’ e-commerce, merchant settlement, procurement, remittance, insurance, trade settlement, payroll, etc. activities. Company currently has 200+ employees.• Proactive member of management team driving growth initiatives from $20 million USD / month gross transaction value to over $100 million USD / month.• Led procurement, rollout and expansion of Zendesk platform. Vigorously addressed edge cases resulting in 2x improvement of transfer speed average. Once running, automations and better/faster case tracking removed 4-5 people years of additional manpower.• Report to CEO, one of “key-persons” on supervisory committee, liaison with senior department heads to facilitate manageable growth • Mentor and manage performance for ~5 direct reports, including Head of Network Operations, Head of EMQ Send Operations, Senior Operations Managers, a Control Manager, and indirectly oversee Analysts, Leads, General Operator functions (43 in total) over 4 departments, Product Specialist, Internal Systems, Data & Business Intelligence and Network Operations. • Hired as Senior Product Manager, quickly promoted to Head of Product Operations (September 2019) • Delivered numerous strategy presentations and internal trainings to operations team to standardize vision for company and continue to grow all staff’s skills and contributions • Create projections for headcount growth and other critical resources to meet company’s ongoing rapid expansion• Moved entire network operations to 24/7 capabilities on-time and on-budget during Covid-19 turmoil• Developing in-house statistical models primarily using Monte Carlo simulations to improve prioritisation of tasks, reduce costs, and optimize resources including total staffing levels and work allocations
