Francesca Cortese

I am a senior operations and transformation professional with 18 years of experience in an international environment, combining operational expertise, process optimization, technology, people development and cross-functional project management.

Throughout my career, I have worked across Operations and Servicing, Process Improvement, Quality Assurance, UAT and post-release testing, AI and automation initiatives, knowledge management, training and outsourced operations.

I am particularly experienced in identifying opportunities to simplify and improve processes, translating operational needs into practical solutions, coordinating stakeholders and ensuring that changes are effectively implemented and adopted.

My background also includes working with AI/LLM and automation initiatives, supporting testing and validation activities, analysing operational data using SQL, Splunk and Coralogix, and managing process, policy and system changes across international teams.

People development has always been an important part of my work. I have designed and delivered onboarding, upskilling, coaching and continuous-learning programs, built and maintained knowledge bases, launched LMS platforms and supported teams across Europe, Asia and the Americas.

I am comfortable working at the intersection of people, processes and technology — whether the challenge is improving an existing operation, introducing a new tool or process, coordinating a transformation, strengthening quality, or helping teams adapt to change.

I bring a pragmatic, hands-on approach, strong stakeholder management skills and the ability to move comfortably between strategic objectives and day-to-day execution.