Manage global operations for Sellside, ensuring strict adherence to Service Level Agreements (SLAs), high-quality resolution metrics, and seamless follow-the-sun coverage. Identify day-to-day operational bottlenecks and implement proactive measures to stabilize delivery and optimize quality. Participate in detailed root-cause analysis for known operational roadblocks and support the deployment of preventative guardrails to mitigate recurring issues.
Troubleshoot operational problems, recommend data-driven solution alternatives, and collaborate with cross-functional teams to execute project workflows. Analyze data and volume trends to support operational trade-offs and daily resource allocation decisions.
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