Directed IT business operations transformation and drive alignment between enterprise technology initiatives and business strategy. Directed cross-functional teams across financial planning, vendor management, and resource optimization, resulting in improved productivity and operational efficiency.

Spearheaded implementation of a scalable OKR framework, enhancing accountability and data-driven decision-making across business units.

Championed enterprise governance frameworks and standards, increasing compliance consistency and reducing delivery risk across departments.

Led high-impact operational strategy execution, enabling long-term growth and transformation readiness.

Orchestrated transformational customer experience and employee engagement initiatives within Microsoft’s Commercial business unit. Oversaw a cross-functional, matrixed team across Engineering, Strategy, Marketing, and Support to enhance stakeholder collaboration, elevate the employee experience, and improve long-term customer retention and loyalty.

Designed and implemented the Connected Customer Experience (CCE) strategy, unifying customer-facing roles (technical, sales, support) into a streamlined, one-stop solution — increasing support efficiency and customer satisfaction.

Developed and deployed success metrics, KPI dashboards, and OKR frameworks to monitor strategic priorities, execution health, and business outcomes across multiple teams.

Led the creation of a comprehensive stakeholder engagement model, building alignment with 10+ executive sponsors and department heads. Facilitated consistent, transparent communication to ensure cross-functional buy-in.

Led global PMO and transformation delivery for Citi’s $400M AML Technology division under consent order oversight. Acted as Chief of Staff to the Managing Director and strategic advisor for cross-functional technology remediation programs.

Directed a global portfolio of 350+ high-risk, regulatory programs and projects, achieving over 95% compliance delivery across audit milestones.

Established the AML Technology Financial Business Office and introduced disciplined budget controls, increasing cost transparency and reducing overages.

Orchestrated merger of two major organizations, reducing operational headcount by 60% while maintaining full delivery capabilities.

Developed and scaled global PMO training programs (including “PMO in a BOX”), improving audit scores and PM certification rates by 25%.