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Work Background
MoveUp MediaPartner Operations Manager
Sep. 2024Spain- Working as Partner Ops manager within the commercial department in a Media group company specialised in Igaming and cryptocurrencies. - Drive partner onboarding processes, ensuring seamless integration and accurate deal implementation across affiliate platforms.
- Manage operational workflows in a dynamic, fast-paced environment shaped by shifting global regulations and evolving SEO strategies, ensuring compliance with local laws and alignment with company objectives.
- Collaborate with the sales team to align on strategies, including CPA, RS and hybrid models, driving cohesive campaign execution.
- Oversee invoicing workflows in partnership with the finance team to deliver accurate, timely invoices, ensuring punctual payments and robust financial processes.
- Conduct competitor and market analyses, leveraging insights from internal stakeholders to identify and execute growth opportunities.
- Lead documentation centralisation efforts by creating and maintaining market research documents, establishing a single source of truth to eliminate duplicative work and inconsistencies.
- Partner with campaign managers to produce and analyse campaign performance reports, identifying areas for optimisation and ROI enhancement.
- Deliver monthly partner and account performance reports, providing actionable insights and strategic recommendations to account managers and sales team.
TikTokPartner Operations Manager
Jul. 2021 - Aug. 2024Dublin, County Dublin, Ireland- Oversaw the onboarding of new partners as well as new LOBs in existing partners , ensuring a seamless integration process
- Regularly assess vendor performance against agreed-upon metrics, address any issues, and ensure vendors meet quality and SLA standards
- Ensure vendors adhere to contractual obligations, industry regulations, and ethical standards, managing any compliance-related escalation - Developed and implemented strategies to improve partner satisfaction and performance metrics - Conducted regular performance reviews, provide actionable insights to partners for growth
- Collaborated cross-functionally to address operational challenges and streamline processes by identifying areas of process improvement and efficiency enhancement in vendor management practices as well as TikTok SOPs
- Invoicing revision
- Stay actively informed with daily world updates / major events that could cause business disruption of partners operations and potentially increasing risk on the TT platform
AccentureOperations Team Lead
Nov. 2019 - Jul. 2021• Responsible for 2 products, concerning Ads and P2P (monetary transactions). Managing 20 agents and one Senior analyst.
• Performance: Recognize and praise accomplishments as well as define coaching and mentoring plans for each of the performers. Investigate large data sets, create reports and elaborate improvement plans. (Maintain SLA & KPI on targets since August 2020,
QA at 96%, Accuracy at 99%).
• Cross-functional Environment: collaborate with support enablement teams to develop and execute team goals, align teams based
in different locations and make sure that common goals are shared and understood. Ex. Creation of a weekly meeting to recap
action items and establishment of daily handover file.
• Escalation: Working on client escalations such as productivity-related issues, quality & accuracy drops, escalations of public
profiles, Refunds of high amount of money, and provide solution to it.
• Onboarding: Responsible for new hires onboarding, transfers, provisioning and escalation of new hire onboarding-related issues as
well as maintenance of data.
• Team spirit: create a positive working environment with open communication culture that aims to lower attrition rate and boost
self learning and team working. Investigate disputes between team members to help reach a positive outcome. (Attrition 0 in the last 8 months).
• Project`s contribution: ideation of Team Lead ́s ramp-up, revamp of product ́s main tool interface, conducting audits to identify the level of exposure to sensitive content across project, Mental health support program.
AccentureSenior Risk Analyst
Sep. 2018 - Jul. 2021DublinJoined as a dynamic Risk Analyst for the Risk&Payment project in September 2017, rapidly earning promotion to Senior Risk Analyst by September 2018.
- Product Expertise: Served as the go-to person for product escalations, making decisive calls on user removals for non-compliance with Community Guidelines or Terms of Use. Spearheaded comprehensive training initiatives, overseeing delivery, schedules, and materials. Crafted knowledge quizzes to evaluate team accuracy, ensuring optimal performance.
- KPI & SLA Mastery: Demonstrated a deep understanding of team targets, conducting sophisticated quantitative analyses that informed strategic decisions in risk prevention and management. Proven ability to handle extensive and complex data sets.
- Cross-Functional Collaboration: Fostered daily communication with internal and external partners, providing vital process information, requirements, and performance metrics to ensure compliance. Collaborated seamlessly with external teams, implementing robust countermeasures against fraudulent and non-compliant activities. Ensured platform safety through trend investigation and generated insightful reports for clients. Cultivated strong relationships with peers, supervisors, Team Lead, and clients.
- Information Security Stewardship: Upheld the highest confidentiality principles within the team and completed comprehensive data protection training.
- Client Project Impact: Played a pivotal role in driving Automated Work Distribution (prioritization of workflows, agent assignment), Knowledge base enhancement, and conducted a Time in Motion study (AHT analysis, redefinition of AHT targets based on workflow, ensuring alignment across parties).
AccentureRisk & Payment Operations Analyst (Hays at ACN)
Aug. 2017 - Jul. 2021County Dublin, Ireland• Product Knowledge: Understanding of financial frauds trends and compliance violations in Commerce, ADS, P2P transaction.
• KPI achievement: maintain high standards in Quality, Accuracy, tickets reviewed, Utilization, Occupancy, AHT.
• Accomplishment of 420- 800 reviewed tickets per day in 7 hours timeframe.
• Platform safety: Provide insights on emerging trends and patterns and build ad hoc learning documentation.
• Communication & Team working: Developing effective working relationships with peers and supervisors and maintain open communication with Team Lead and client.
• Customer service: Handle all integrity cases involving customer concerns via email. Elaboration of new templates that aim to first contact resolution.
• Ideation: make recommendations based on detailed analysis and deep understanding of processes and run gap analysis to spot improvement opportunities.
ConvergysCustomer Service Executive
Apr. 2017 - Aug. 2017County Dublin, Ireland• Managed over 30 inbound daily calls for the Italian and English-speaking markets. • Played a key role in identifying, analyzing, and troubleshooting issues in a challenging time of the year.
• Assisted customers to place and modify bookings along with sorting payment issues. • Dealt with escalations in regard to policies compliance and guest and structure safety. • Creating additional revenue to structures by selling +20% of structure’s service such as breakfast, Spa treatments or any other services that hotels, hostels, B&B could provide.
• Achievement of daily target by implementing a standardized way to address client’s challenges through draft of response templates that would ensure first contact resolution and lower average handling time. • Handled all relocation cases due to structure’s overbookings, ensuring the highest levels of customer service and positive guest experiences by finding solutions in a timely manner.
• Key achievements: Training completed successfully in two weeks – time; Maintained CSAT at 97% by building sustainable relationships and trust with customers through clear communication.
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