Open to opportunities

Oliver Lett

@oliverlett

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PMO and operations leader improving execution with governance, process transformation, and customer success.

Brazil

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What I'm looking for

I want to lead PMO and project delivery, build governance/operating models, and drive measurable customer success—partnering with leadership to improve execution, reduce risk, and scale implementations across complex stakeholders.

I’m an operations, PMO, project delivery, and customer success leader with 15+ years of experience across telecommunications, fintech, technology, and financial services. I’m known for building practical operating models and translating business problems into structured processes, governance, and measurable delivery controls.

Most recently, I managed people and teams totaling 45 professionals across PMO, Staging & Configuration, and Technical Operations, reporting directly to the CEO. I led delivery oversight for 300+ active projects, achieving an average project delivery completion rate of 96% and keeping customer notifications/escalations to ~2% (a project success rate >98%).

I built the Operational Excellence Program (OEP) and created the Project Support Office / NAP framework to validate readiness before execution and improve handoff between Sales, Pre-Sales, Logistics, PMO, and Operations. I also redesigned CRM/Ploomes workflows to standardize intake, Phase Zero readiness checks, scope governance, SLA monitoring, and executive dashboards, and directed enterprise CRM implementations valued up to $1.6 million while expanding BusinessNEXT operations in Brazil.

Experience

Work history, roles, and key accomplishments

PMO & Operations Manager

Método Telecomunicações and Método Systems

Jun 2025 - Jun 2026 (1 year)

Led PMO, staging & configuration, and technical operations, managing 45 professionals and delivery oversight for 300+ active projects. Built the Operational Excellence Program (OEP) and redesigned CRM/Ploomes workflows, sustaining 96% completion and ~2% customer notifications/escalations across the portfolio.

PMO Leadership Portfolio Management Project Governance Risk Management Process Automation Telecommunications Operations Stakeholder Management

Implementation Manager

BusinessNEXT

Apr 2023 - Jun 2025 (2 years 2 months)

Managed BusinessNEXT CRM implementations for financial institutions, directing a global team of 30 and owning solution strategy, scope, budget planning, and implementation governance. Delivered 8 enterprise deployments and supported client engagements valued up to $1.6M while driving Brazil expansion and Agile delivery training for international teams.

CRM Implementation Solution Design Agile Delivery Stakeholder Management Project Governance

Senior Technical Consultant

Fiserv

Mar 2022 - Apr 2023 (1 year 1 month)

Coordinated migration initiatives for 82 credit unions with minimal operational disruption and supported adoption of GL management, EFT processing, Wisdom, and DataSafe platforms. Served as primary client liaison and strategic advisor to improve migration readiness and product utilization.

Banking Technology Migration Client Liaison EFT Processing Data Migration Financial Services Operations

ATM & Debit Card Ops Lead

Webster Bank

Nov 2021 - Mar 2022 (4 months)

Oversaw financial reconciliation for 140+ ATMs while maintaining regulatory and operational controls. Designed process improvements that reduced error rates and increased team efficiency by 15%.

ATM Operations Financial Reconciliations Regulatory Compliance Operational Controls Process Improvement Team Efficiency Quality Assurance

EFT Specialist

Municipal Credit Union

Jan 2021 - Oct 2021 (9 months)

Created and implemented training programs for front-line staff to improve efficiency and customer satisfaction. Centralized operational tools via an intranet hub and onboarded wire transfers, increasing transaction speed and reducing costs while maintaining NACHA and federal regulatory compliance.

Training program development Process Design NACHA Compliance Quality Control

Debit Card Fraud Supervisor

Chase

Mar 2020 - Jan 2021 (10 months)

Managed a remote team of 16 handling escalated fraud claims and debit card disputes. Improved performance through targeted training on Regulation E, quality assurance, and fraud protocols.

Dispute Resolution Call Center Operations Quality Assurance Escalation Management

Assistant Branch Manager

Chase

Mar 2016 - Mar 2020 (4 years)

Directed branch operations for a team of 6, balancing customer experience, operational controls, and sales/service objectives. Achieved multiple fiscal years with 0% operational losses while strengthening AML protocols and internal controls.

Branch Operations Management AML Compliance Internal Controls Customer Experience Operational Risk Management Team Leadership Operational Excellence

Teller Supervisor and Teller

Hudson Valley FCU and Sterling Bancorp

Sep 2010 - Mar 2016 (5 years 6 months)

Progressed from teller-level operations into supervisory roles, building expertise in cash operations, customer service, compliance, internal controls, and branch procedure management. Led day-to-day team support and ensured adherence to operational and regulatory standards.

Cash Operations Customer Service & Compliance Internal Controls Team Leadership Operational Support