Customer-Centric Operations Director | Scaling
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A senior professional with 18+ years' experience spanning insurance, financials/banking/fintech, healthcare, and offshoring/BPO. Proven transformational leader driving growth, delivering exceptional results, and spearheading Lean Six Sigma operational efficiency/continuous improvement (resulting in $239.4M USD benefit) for Fortune 500 companies. Skilled in change management, complex problem-solving, and successful business scaling.
Recognized for building, managing, and empowering high-performing cross-functional teams exceeding stakeholder expectations. Proficient in crafting effective business strategies, frameworks, and streamlined management systems to enhance operational efficiency. Consistently demonstrates best-inclass performance leadership across various functions, ensuring operational excellence and top-tier quality.
Cross-functional teams include but not limited to Quality, Customer Experience, Training, Capacity Planning, WFM, HR, Employee Engagement, Operations, etc. Effectively manages profit and loss, contributing to organizational financial success. Leads global cross-functional teams and collaborates closely with clients, ensuring client and customer success through strategic employee and stakeholder engagement.
Provides support for both vendor or service provider and vendor manager of US North American companies.
Jerico has consulted for McKinsey and Company.
Customer-Centric Operations Director Driving Continuous Improvement, Operational Efficiency, and Best-in-Class Performance | Scalable Success | Vendor Management | Consulting | Enabler | Strategist | Mentor | Chief of Fun
Master of Business Administration Summa Laude (GWA of 3.97 or 99.25%)
