Managing and mentoring an entire squad of software house professionals, including technical lead, software engineers, and account managers, ensuring high performance and operational efficiency.

Oversee daily operations and resource allocation for a portfolio of 40+ clients, optimizing workflows and project timelines to ensure on-time and effective service delivery.

Develop and execute operational strategies aligned with company vision, leading to improved profitability and long-term business growth.

Manage the entire client contract lifecycle, from initial drafting and negotiation to renewals and upselling, securing long-term partnerships.

Drive strategic account growth by upselling, cross-selling, and identifying opportunities for project expansion and new initiatives with existing clients.

Act as senior point of contact for all key client relationships, resolving complex issues and serving as a strategic partner to meet client business goals.

Analyze operational data and financial reports to guide data-driven decisions, improving overall efficiency and cost management.

Implement robust quality control standards and project governance policies, ensuring high-quality and on-budget delivery of all digital projects.

Proactively identify and mitigate project risks while managing client expectations and preventing scope creep.

Lead the recruitment, onboarding, and performance management of team members, fostering a culture of continuous improvement.

Represent the company at industry events to build and maintain strategic relationships.

Communicated job expectations and managed team performance through planning, monitoring, appraising, and reviewing job contributions.

Enforced internal policies and procedures in collaboration with the team.

Contributed operations information and recommendations to strategic plans; implemented production, productivity, quality, and customer-service standards.

Prepared and scheduled resource availability, analyzed variances, and initiated corrective actions.

Analyzed and improved organizational processes, workflows, employee and space requirements, and equipment layout.

Ensured the product backlog remained up-to-date based on evolving project needs.

Worked closely with all relevant project stakeholders towards achieving project objectives and deliverables.

Drafted epics, stories, and tasks for execution by the development team.

Evaluated progress at each stage of development, identifying improvements in customer satisfaction, operational efficiencies, and cost reduction.

Managed relationships with key internal and external operations clients, keeping them consistently informed.

Served as the primary point of contact for customer issues related to digital products and devised ways to improve customer experience.

Built and maintained client relationships, ensuring satisfaction with project progress.

Acted as the main contact for major changes, incidents, and complaints.

Aligned client needs with customized business programs.

Supervised and motivated teams, ensuring achievement of performance metrics.

Conducted business analysis, identifying improvements and value-added opportunities.

Established communication schedules and provided regular progress reports.

Managed the relationship between the project and the Call Centre, ensuring delivery of objectives and required reports.

Supported coordination of vulnerability assessments by preparing interview lists and schedules.

Conducted training for the team to ensure proper execution of project objectives.

Regularly updated the Operations Officer on progress, obstacles, and developments.

Ensured project activities aligned with Save the Children's policies and donor guidelines.

Compiled comprehensive field audits and reports using monitoring and evaluation techniques.

Established strong relationships with stakeholders and health and safety service providers.