Manager - Operations (Certified Scrum Master)

• Monitored staff performance, continually seeking ways to improve team delivery for optimised financial success.
• Supervised and delegated tasks to employees to meet key productivity targets.
• Led weekly and monthly staff meetings for team to communicate updates, process improvements and shifting business priorities.
• Achieved management objectives, consistently hitting deadlines and performance targets.

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Operations Manager

• Enhanced team performance by 20% through targeted mentorship and strategic skill development programs, exceeding departmental goals by 5%.
• Recognised with the "Excellence in Leadership" award for fostering a collaborative and high-performing environment.
• Led a Process Optimisation Project to enhance efficiency (Improved utilisation from 65% to80%), reduce costs (Improved CPS from $0.27 to $0.16), and improve customer satisfaction (Improved CSAT from 3.96 to 4.54 and NPS from 55 to 70). Utilised data-driven insights, stakeholder engagement, and continuous improvement methodologies to achieve operational excellence.
• Enhanced FraudDetection: Led a project to analyse and improve back-office identity verification processes, resulting in a higher fraud capture rate. All the existing processes were analysed, Vulnerabilities were identified to plug the loopholes and effectively implement the changes to improve the FAR (FalseAccept rate from 1% to 0.18%).

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Senior Manager

• Led a year-long project to achieve ISO certifications for QMS9001:2008 and ISMS 27001:2013. This involved a cyclical process of gap analysis, planning, implementation, and audits, demonstrating my ability to plan, adapt, and drive continuous improvement towards achieving defined goals. Following scrum framework and fostering a culture of continuous improvement within scrum team helped us get certified.
• Led a cross-functional project to identify and mitigate business continuity risks. Developed a comprehensive plan to ensure operational resilience in the face of disruptions. Collaborated with stakeholders across departments to define risk tolerance, mitigation strategies, and training programs.
• Led a telecom project for customer to create a talent development program focused on employee growth and skill advancement. This experience to coach, facilitate and drive continuous improvement helped in the successful development of talent pool for the telecom project.