Accomplished Global Operations Director with over 20 years of experience in Customer Operations, Relationship Management, and Service Management within the Financial Services industry. I excel at driving customer initiatives, enhancing operational resilience, and fostering strategic client relationships. My extensive background includes integrating and automating processes using tools like ServiceNow, Service Cloud (Salesforce), Celonis, and Microsoft Power Platform to drive efficiency and improve service delivery. Most recently, I laid the foundations for Digital Operational Resilience Act (DORA) preparedness by collaborating closely with consultants to understand the regulation and adapt it to our internal processes within the Service Escalation function. DORA aims to ensure financial institutions can withstand and recover from all types of disruptions. I initiated comprehensive gap analyses and strategic compliance measures, establishing a robust framework for digital operational resilience that continues to evolve and strengthen across the organization. As an effective communicator, I excel in building and nurturing relationships with C-Suite stakeholders and at all levels. My strong analytical and problem-solving skills, coupled with my organizational abilities, enable me to manage complex projects and ensure compliance with regulatory frameworks. I have a proven track record in crisis, incident, and problem management and am passionate about developing high-performing teams and promoting a culture of excellence and continuous improvement. Specialties: Customer Success Digital Transformation, Process Automation, and Optimization Incident, Problem & Crisis Management (Experienced in ITIL) Risk & Controls (CRISC Certified) Client Relationship Management I am committed to leveraging my expertise to drive operational excellence and deliver strategic value to organizations.