TOEFL IBT

Senior Operations Manager with extensive experience in managing multiple business lines, optimizing KPIs, and leading teams in international banking environments. Proven track record at GGA Solutions BPO and Scotiabank CCC, excelling in operational planning, financial analysis, and process automation. Strong communicator with advanced English proficiency and a commitment to professional growth, leadership development, and achieving organizational goals. Motivated by continuous improvement and long-term stability, aiming to drive impactful results and foster team excellence.

Manager responsible for multiple lines of business. Full management of key KPIs: SLA, NPS, CSAT, AHT, QA. Operational planning and staffing projections. Presentation of weekly and monthly results to the client. Management and preparation of payroll, productivity bonuses, and variable compensation. Implementation of improvements, turnover control, and leadership development. Use and allocation of budget for incentives and operational purposes.

Senior Operations Manager

Comprehensive management of operations and strategic KPIs. Budget administration, financial control, and financial analysis. Technical support for Canadian banking operations and Mexico–Canada coordination. Banking authorizations. Sales and customer service strategy for Canada. Process automation using CRM/ERP systems. Development of SOPs, incentive plans, and operational processes.

Management and supervision of teams ranging from 20 to 60 people across operations and new revenue streams. Analysis of metrics, trends, and errors. Presentation of results to senior management in Mexico and Canada. Recruitment processes. Staffing forecasts and workforce requirements.