Neslyn S.
Senior Operations Executive
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Neslyn C. is a seasoned Strategic Operations Executive with over 20 years of expertise in leading vast, multisite service delivery enterprises across regions like APAC, North, and Latin America. In her role as the Senior Director of Operations at Sutherland Global, she provides strategic leadership ensuring alignment with the company's organizational objectives and business strategies. She drives service delivery excellence utilizing a balanced scorecard approach, focusing on operational efficiency, client satisfaction, and financial outcomes. Process optimization is a key area of focus for Neslyn, as she adeptly uses Lean/Six Sigma practices to address operational gaps, thereby enhancing quality and productivity. Her efforts are reinforced by her collaboration with HR, Finance, IT, and other departments, ensuring operational readiness and execution. Neslyn has a robust track record of developing leadership talent and fostering high-performance cultures. Her background includes substantial roles, such as Director of Operations and Senior Account Manager, emphasizing her financial management & budget ownership skills and the ability to transform underperforming operations.
Experience
Senior Director of Operations
Sutherland GlobalProvided strategic leadership across multiple sites ensuring alignment with organizational goals and long-term business strategy. Drove service delivery excellence by employing a balanced scorecard approach centered on people, client satisfaction, operational efficiency, and financial performance. Led diverse teams by establishing performance expectations, coaching leaders, and promoting a culture focused on accountability and continuous improvement. Championed process optimization through the identification of operational gaps and the implementation of Lean/Six Sigma methodologies. Collaborated with HR, Finance, IT, Workforce Management, and Training to guarantee operational readiness and execution. Monitored KPIs to meet performance targets, utilizing data-driven insights for decision-making. Developed leadership talent through mentoring and building succession pipelines, while ensuring compliance with governance and regulatory requirements.Director of Operations
Sutherland GlobalOversaw operational delivery with a focus on client satisfaction, workforce performance, and financial outcomes. Promoted operational excellence through strategic planning and disciplined execution.Senior Account Manager
Sutherland GlobalManaged operations for a workforce of 400 across various functions. Enhanced client relationships, resolved escalations, and aligned solutions to meet business needs. Directed budgeting, forecasting, and cost management initiatives, and led recruitment, training, and workforce development programs.Strategic Business Unit Manager II (Mortgage)
Xerox ServicesLed operations for a 200-employee business unit across Jamaica and Guatemala. Managed client relationships to ensure SLA compliance and oversaw a USD $5M annual budget focusing on cost control and profit realization. Directed process improvement, change management, and compensation program implementations.Strategic Business Unit Manager (Credit & Financial Services)
Xerox ServicesHandled operational responsibilities within the Credit & Financial Services sector, ensuring effective management of service delivery and client relationships.Operations Manager (Credit & Financial Services)
Xerox ServicesOversaw operations within the Credit & Financial Services vertical, focusing on efficient service delivery and adherence to business objectives.
Skills & Expertise
Education
- Master's in MSc, Management StudiesUniversity of the West Indies
- Bachelor's in BSc, Management StudiesUniversity of the West Indies
- Diploma in Diploma, Business Administration (Finance)University of Technology
- Diploma in DiplomaMount Alvernia High School
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