Jerald Bosco

Jerald Bosco Ealing Broadway, London, W5 2HB --www.linkedin.com/in/jeraldbosco Results-driven Senior Operations Manager with over a decade of experience leading large teams across multiple regions. Skilled in optimising operational processes, ensuring compliance, and improving team performance. Proficient in managing complex projects and programs using Agile methodologies, delivering high-impact solutions with efficiency and adaptability. Known for exceeding key performance metrics, streamlining workflows, and delivering cost reductions. Proven success in managing cross-functional teams, implementing best practices, and nurturing a positive work environment. Seeking to leverage my expertise in a challenging role to drive organisational growth and operational efficiency. Achievements • • • • • Improved team accuracy: Led a high-performing team of 159, including 11 team leaders across 9 markets (EMEA & Israel), achieving a 96% accuracy rate for three consecutive quarters. Cost savings: Outsourced 45% of in-house tasks, reducing operational costs by 27%. Process improvement: Led the transition to digital documentation, eliminating over 9,000 offline documents. Excellence in leadership: Recognised with back-to-back "exceeding expectations" ratings for team coaching and leadership. Program Management: Managed 3 large complex high impact projects globally. Experience DEC 2021 – JUN 2024 Senior Operations Manager | TikTok | London • Led a team of 159 including 11 managers, overseeing scheduling, quality control, process improvement initiatives, setting & managing KPIs and all other aspects of operations and delivery. • Led multiple projects using Agile methodologies, leveraging Agile Project Management certification to streamline delivery processes, enhance team collaboration, and achieve 96% accuracy in operations. • Developed and managed HR processes, including onboarding and performance management, to drive alignment with company objectives and compliance standards. Streamlined workflows to boost team productivity and employee retention across multiple regions. • Drove a 4.5% improvement in team efficiency through data-driven allocation and scheduling strategies. Leveraged weekly data analysis and reporting to continuously refine moderating and scheduling processes. • Partnered with the Quality Assurance and the Policy department to maintain regulatory compliance across global operations. • Facilitated operations across multiple time zones (AMS, EMEA, and APAC) to ensure seamless integration and operational consistency across regions. • Effectively managed a large-scale department budget, ensuring optimal resource utilization while achieving substantial cost efficiencies and maintaining high operational performance. • Spearheaded the entire hiring process from talent sourcing to final onboarding, securing top-tier candidates to meet organisational needs. AUG 2016 – DEC 2021 Service Delivery Manager | Manpower Group | London • Managed a team of 30 service delivery professionals, driving performance to meet all client SLAs and KPIs, ensuring consistent service quality and efficiency. • Led end-to-end delivery of client services, ensuring all Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) were consistently met, resulting in a 98.5% client satisfaction rate. • Developed and streamlined Standard Operating Procedures (SOPs) to support over 80% of new clients, leading to a 100% retention rate for new business. • Collaborated with stakeholders and vendors to manage outsourced work and ensure seamless service delivery, achieving consistent on-time performance. • Enhanced operational efficiency through team coaching and process optimisation, driving performance improvement across client accounts. MAR 2015 – AUG 2016 Head Auditor | Manpower Group | London • Led a team of Junior Auditors, ensuring timely and accurate execution of all audit tasks while providing responsive regulatory advice to business units. • Conducted weekly performance reviews and reports for senior management, ensuring compliance with all regulatory standards. • Strengthened client relationships through proactive communication and ensured audit files were submitted on time, avoiding penalties. SEP 2013 – MAR 2015 Auditor | Manpower Group | London • Conducted audits ensuring 100% accuracy of consultant files, meeting all SLAs and compliance standards. • Maintained up-to-date knowledge of regulatory changes to ensure full company compliance. AUG 2008 – DEC 2013 Waiter | Pizza Hut | London While still in education, this part-time job enabled me to learn many valuable workforce skills. I learned how to handle conflict and resolve it diplomatically, how to budget, use resources accordingly and forecast accurately. In addition, I developed customer facing skills as I regularly engaged with people. After a few years I started to do supervisor shifts and manage the store. Core Competencies | Skills Operational Strategy Development • KPI Design & Monitoring • Process Improvement & Lean principles • Budget & Cost Management • Cross-Functional Team Leadership • Vendor & Stakeholder Management • Data Analytics & Reporting • Agile Methodologies | Attention to detail • Public Speaking • Negotiating • Problem Solving • Effective communication Certifications Agile project Management – CPD certification – Cert No- Education 09/2011 - 01/2013 BRUNEL UNIVERSITY | FINANCE AND ACCOUNTING 09/2009 - 07/2011 DOUAY MARTYRS SCHOOL | A-LEVELS MATHS B, ART B, FINANCE B 09/2013 – 09/2014 BUSINESS ADMINISTRATION | LEVEL 3 2