Open to opportunities

Maria-Emilia DINCULEANA

@maria-emiliadinculea

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Regulatory & Operations manager driving compliance, KPIs, and process improvement across multinationals.

Romania

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What I'm looking for

I’m looking for a role where I can lead regulatory operations and compliance, drive KPI-focused performance and process improvement, and manage cross-functional, multilingual teams—while applying my interest in AI adoption and digital euro regulation.

I’m a results-driven Regulatory & Operations Manager with 5+ years of progressive leadership in BPO and multinational environments. I lead regulatory response operations by managing cross-functional teams and setting strategic objectives to ensure full compliance with EU and international regulatory frameworks.

I bring a proven track record of designing SOPs and operational protocols for new projects, aligning delivery with regulatory and organizational standards. As a Lean Six Sigma Yellow Belt, I drive continuous process improvement to increase efficiency and reduce response time on regulatory queries, while maintaining strong KPI performance.

I’ve led multilingual teams across customer experience and regulatory escalation, implementing coaching frameworks and individual development plans to improve agent performance. I’m also skilled at handling complex issues as an escalation point, streamlining workflows with QA, training, and operations, and delivering executive-level presentations on regulatory risk assessments.

Alongside my operational work, I’m currently pursuing a PhD in Management with published research on AI adoption in banking and digital euro regulation. With training and hands-on experience in translation and interpretation, I use cross-cultural communication, conflict resolution, and stakeholder engagement to support seamless collaboration across European and global markets.

Experience

Work history, roles, and key accomplishments

Current

Freelance Translator & Interpreter

Current

Self Employed

Jan 2021 - Present (5 years 6 months)

Provided professional translation and interpretation services across Spanish, English, French, and Romanian for legal, medical, and corporate clients.

Translation Interpretation English French Romanian Legal Translation Medical Translation Corporate Translation

Regulatory Response Team Manager

TELUS Digital Europe

Jan 2024 - Jul 2026 (2 years 6 months)

Led regional regulatory response operations, setting objectives to ensure compliance with EU and international regulatory frameworks. Developed SOPs, coached team members with KPI targets, drove Lean Six Sigma process improvements, and presented regulatory risk and performance to senior stakeholders.

Regulatory Compliance SOP Development Cross functional Leadership KPI Management Team Coaching Conflict Resolution Stakeholder Engagement Executive Communication Lean Six Sigma Process Improvement Risk Assessment Spanish French

Team Leader

TELUS International Europe

Nov 2022 - Jan 2024 (1 year 2 months)

Managed a multilingual customer experience team, overseeing daily operations, performance tracking, and quality assurance. Served as an escalation point for complex customer and regulatory issues and partnered with QA, training, and operations to streamline workflows and onboarding.

Customer Experience Operations Performance Monitoring Quality Assurance Coaching Frameworks Individual Development Plans Escalation Management Onboarding and Support

Customer Experience Specialist

TELUS International Europe

Nov 2021 - Nov 2022 (1 year)

Provided high-quality customer support across English, Spanish, French, and Romanian through multiple channels. Consistently met CSAT and first contact resolution targets and was fast-tracked to Team Leader within 12 months.

Customer Support Multichannel Support Spanish French Romanian CSAT First Contact Resolutions

Advocate Manager / Project Manager

SRL PTC Auto

May 2021 - Sep 2021 (4 months)

Managed client advocacy and project delivery by coordinating between internal teams and external stakeholders. Oversaw project timelines, resource allocation, and reporting for multiple concurrent initiatives.

Client Advocacy Project Delivery Project Timelines Resource Allocation Reporting