Adrian Sibaja

Executive leadership over global operational workflows, establishing unified frameworks across matrixed business units to guarantee consistent client-facing standards and operational excellence. Directed operational throughput and workflow optimization across global teams, resolving systemic bottlenecks to elevate service delivery standards and ensure strict SLA compliance.

Managed end-to-end operational control capabilities, Quality Assurance, and customer-centric assessment designs across key client product offerings. Built and managed a robust book of work focused on operational process governance, service delivery monitoring, and customer satisfaction metrics.

Managed Global Operations and served as LATAM Lead for 1,200+ partner and vendor relationships, driving operational continuity and service delivery standards. Led team transformation of the Engagement Model to scale and support 1,000+ complex integration relationships, optimizing operational support workflows.

Represented CSS across LATAM for operational service execution, serving as the primary executive point of contact for service escalation, resolution, and operational continuity. Coordinated tabletop operational continuity exercises and led monthly Governance Forums to ensure multi-site alignment and delivery execution.

Held full ownership and P&L accountability for Costa Rica and Chile service delivery centers, balancing operational cost-efficiency with high-touch B2B customer support. Partnered directly with enterprise B2B clients to design SLAs, streamline data enablement, and accelerate client activation timelines.

Managed operational performance and service delivery for global shared services suppliers, reviewing SLAs and KPIs to execute targeted process remediation plans.

Directed day-to-day operations and service delivery for Contingent Workforce programs, building end-to-end support structures from the ground up.

Directed Site Operations for Costa Rica Shared Services, supporting multi-functional operational services including finance, accounting, billing, payroll, and general services. Successfully migrated end-to-end Procure-to-Pay operations into Costa Rica Shared Services while achieving 12% year-over-year site cost reductions through process efficiency.

Directed all site management activities including Service Delivery, P&L management, Client Operations, and Legal Representation. Built and launched a brand new 400+ seat capability site from the ground up, managing facility selection, infrastructure design, build-out, and operational launch.

Directed site delivery, P&L management, and client operations management for multinational B2B clients. Successfully hired, onboarded, and trained 200+ technical and operational FTEs in 4 months to execute rapid site ramp-up and meet client service demand.

Managed key accounts in South Florida representing 650 locations and $54M in annual revenue with a 27% growth rate, negotiating major contracts resulting in $7M in incremental annual revenue. Managed end-to-end operations for the Western Union Network across Latin America and the Caribbean, driving revenue, network expansion, and service quality.

Bachelor of Business Management degree from the University of Phoenix.

Completed coursework in Systems Engineering at ULACIT.

Certified Six Sigma Green Belt.

Certified in Project Management.

Hackett Global Business Services Certification.