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S.L. · Candidate #2758
Client Operations, Delivery & Production Manager
Client Operations, Delivery & Production Manager · Customer Service & Call Centre · Kadawatha, Gampaha
school 1 CV available
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Applicant Summary
Strategic Client & Operations Manager with 19 years of experience leading global 24x7 production operations, cross-functional teams, and enterprise client portfolios. Experienced in workforce planning, SLA/KPI management, stakeholder engagement, operational transformation, and escalation management.
Professional Details
Job TitleClient Operations, Delivery & Production Manager
IndustryCustomer Service & Call Centre
Education Levelschool
LocationKadawatha, Gampaha
CountrySri Lanka
Skills & Expertise
Professional Experience
Client & Production ManagerLed 24x7 multi-location production operations across Sri Lanka and India. Managed 30 direct reports and an overall workforce of 100–150 employees, served as primary escalation point, and maintained over 90% SLA and KPI compliance.
Associate Client & Production ManagerManaged end-to-end operational performance, implemented workflow improvements, led training and compliance initiatives, and supported client account management through risk mitigation and escalation handling.
Senior Project CoordinatorDirected workforce planning for uninterrupted 24x7 operational coverage, conducted process audits and root-cause analyses, monitored workflow performance, and prepared operational reports.
Project CoordinatorSupervised daily production operations across multiple teams, coordinated training and mentoring, and supported UAT activities and issue management.
Senior Document Specialist / Document SpecialistProcessed and formatted documents for U.S.-based corporate clients, supervised production cells, and maintained internal document revision rates below 10%.
Education & Qualifications
GCE Advanced Level (Commerce Stream)
GCE Ordinary Level