Johncy Mary

Dynamic, forward-thinking, and results-driven Executive Operations and Service Delivery Leader with over 19 years of distinguished experience steering global IT Services, Healthcare, HR Operations, and Technology domains. A proven track record of architecting large-scale business transformations, orchestrating complex international service migrations (UK to India), and managing multi-million-dollar budgets. Highly adept at scaling cross-functional global teams of up to 150+ professionals, aligning senior C-suite stakeholders across geographies (US, UK, Canada, Australia), and engineering technology-driven process improvements.

Expert in establishing robust PMO structures, risk mitigation frameworks (RAID), and AI-powered workflow automation that consistently velocity-charge productivity, revenue, and organizational efficiency.

Operations Manager (International Migration & Strategy) - Likewize

(2024-12)

• Architected and executed the seamless transition of critical business operations and project portfolios from Bristol (UK) to Chennai, safeguarding continuous service delivery and 100% operational uptime.
• Partnered directly with international C-suite leaders across HR, Finance, and IT to synthesize global frameworks, standardize enterprise policies, and eliminate operational friction to drive cross-border scalability.
• Directly head a 50+ member cross-functional team supporting sophisticated international service channels.
• Championed the enterprise deployment of AI-enabled workflow automations and chatbot architecture, stripping away operational overhead, slashing turnaround times, and significantly boosting talent retention.

Head of Operations / Head of Project Management - Mediwave Digital Pvt. Ltd.

(2022-06 - 2024-11)

• Directed end-to-end operational delivery for high-stakes, UK-based client portfolios, leading a team of 11 Project Managers and a 50+ member cross-functional engineering and operations crew.
• Maintained 100% on-budget project delivery across concurrent, multi-million-dollar workstreams through precision financial forecasting and agile resource matrix planning.
• Institutionalized rigid governance models, RAID management logs, and strict alignment with DPIA and DTAC compliance standards, mitigating enterprise risk by preventing delivery roadblocks.
• Engineered predictive corporate workflows and executive dashboard reporting utilizing Power BI and SQL, upgrading visibility for board-level decision-making.

Delivery Manager / Service Manager - Tata Consultancy Services (TCS)

(2012-05 - 2022-05)

• Led and mentored large-scale delivery ecosystems of over 150+ professionals serving top-tier enterprise clients across the US, UK, Canada, and Australia.
• Redefined and restructured legacy standard delivery models, resulting in an immediate 21% boost in revenue generation and a 30% surge in collective team productivity.
• Spearheaded predictive workforce planning and strategic employee engagement frameworks, resulting in an unprecedented 99% employee satisfaction score and a 10% decrease in overall attrition.
• Acted as the primary strategic partner for international Program Heads and global stakeholders, steering governance reviews and strengthening long-term client retention.

Senior Management Consultant / HR Operations Consultant - IR Trends Pvt. Ltd.

(2011-02 - 2012-03)

• Co-piloted organizational strategy alongside the company founder to build foundational corporate infrastructure and launch standard operating processes (SOPs) during a high-growth phase.
• Oversaw HR operations for an expanding team of 25+ staff members, ensuring absolute alignment with regional labor codes and strict corporate governance.

Master of Business Administration - MBA (2011)

Bachelor of Business Administration - BBA (2009)