Capacity optimisation — 50 seats
Removed 50 seats from a high-volume operation without service level impact. Data-driven, demand-aligned, structurally sound.
I build systems that perform — and people who own them.
Most operations problems look like process problems. They're usually people problems. Most AI problems look like technology problems. They're usually deployment problems. Twenty years in banking and BPO operations taught me to find the structural cause, not the visible symptom.
Inside a compliance-driven financial services operation, I led the programmes that actually changed how the work ran — capacity freed without touching service levels, an AI assistant built for frontline decision support, performance frameworks that created ownership rather than measurement.