• Responsible for 2 agile development and 2 operations teams• Agile framework adoption (Scrum, Kanban, Lean)• Coaching and mentoring team members on Agile principles and practices to improve their performance and productivity• Facilitating Agile ceremonies, such as Sprint Planning, daily stand-up, Sprint Reviews and Retrospectives• Supporting team members in their tasks• Proactively identify and resolve impediments• Service Contract negotiation• Responsible for KPIs and SLAs• Ensure the quality of provided services• Manage and monitor operations, reduced service delivery time by improving operational processes• Plan and review compensation actions; enforcing policies and procedures• Contribute operations information and recommendations to strategic plans and reviews; prepare and complete action plans; implement production, productivity, quality and customer-service standards; resolve problems; complete audits; identify trends• Forecast requirements; prepare an annual budget; schedule expenditures• Meet or exceed operations labor budget expectations• Responsible for all department managers and supervisors, with review/approval responsibility for all operations employees• Run a safe, injury/accident free workplace.

• Robotic Process Automation SME• Vendor Bank Data Verification process owner• Development and management of staff• Allocation and management of work to team members and first point of escalation for issues from the team• Subject expert for systems and procurement process for team• Management of appropriate stakeholder relationships within the BSC and the businesses/functions• Overall service level compliance• Ensuring smooth and timely service delivery• Provide coaching for the team members as part of their on going development and training• Conduct half-yearly and annual appraisals with direct reports• Provide first level escalation for any issues raised by the team• Ensure all processes are compliant with current ISO 9000 accreditation & assist in preparation for future accreditation• Develop, achieve and monitor Process Performance Indicators aligned to the Service Level Agreements• Develop, control and improve processes and procedures to ”Best in Class” standards.

• Introducing, executing, controlling business projects• Marketing, advertising control• Supporting VIP customers• Analyzing statistics• Creating status reports to owner• Supervising teams (customer service, project manager, logistics manager, marketing team)• ERP Product Owner.