Johncy Mary

Led end-to-end international business transitions and operational migrations, managing global content operations and workflow transfers across cross-functional teams of 50+ professionals. Built SLA frameworks, KPIs, SOPs, and governance models with Digital Content and business teams.

Directed enterprise operations, business transformation, and service delivery for teams of 125+ professionals in a regulated healthcare environment. Delivered a 21% increase in corporate revenue through workflow optimization, quality governance, and operational excellence programs.

Built enterprise PMO governance — KPI dashboards, risk management processes, and executive reporting — for a portfolio of concurrent projects. Led cross-functional teams of 125+ across business, operations, and technology to execute digital transformation initiatives.

Directed service delivery and project execution across healthcare technology and IT infrastructure operations. Governed SLA performance, risk mitigation, and delivery reporting across concurrent projects, aligning roadmaps to strategic priorities.

Led HR operations, workforce management, and employee-lifecycle transformation across large-scale business operations. Partnered with business and HR leaders to improve operational efficiency and employee experience through new governance frameworks.

Managed end-to-end service delivery and operational governance across enterprise accounts, achieving 99% customer satisfaction through SLA management and quality assurance. Led resource planning, capacity management, and risk mitigation across the account portfolio.

Led strategic programs and enterprise transformation across Operations, HR, and IT, managing teams of 150+ professionals. Delivered 11 enterprise projects on schedule while governing risk, stakeholder alignment, and portfolio planning.

Managed end-to-end project delivery across enterprise operations and technology initiatives, from planning through stakeholder sign-off.

Led quality assurance and process-compliance audits across enterprise operations, using root-cause analysis to strengthen SLA adherence. Built quality frameworks, SOPs, and reporting dashboards adopted across the business.

Led business operations and service delivery across hospitality and IT support portfolios, managing cross-functional teams and client deliverables.

Advised leadership on organizational restructuring, workforce planning, and business process optimization. Designed HR policies, performance-management frameworks, and employee-engagement strategies adopted at scale.

Diploma in Human Resources Management from Oxford Home Study Center in 2023.

Diploma in Project Management from Oxford Home Study Center from 2022 to 2023.

Master of Business Administration (MBA) in General Studies from Loyola College from 2009 to 2011.