10+ years of experience in financial services operations (BPO, capital markets, fintech, and insurance). Led multi-site teams of up to 76 FTEs across five functions; designed and implemented ISO-aligned workflows; oversaw SLA compliance; managed KRA and KPI performance; and partnered with analytics and engineering teams on RPA and STP initiatives. Recognized for stabilizing high-risk queues, reducing turnaround times, and delivering clean audit results.
