Saverio Montrone

Leading full business and site operations across Madrid and Porto, with end-to-end responsibility over P&L, operational performance and overall center management in a multi-client BPO environment. Promoted to lead full business and site management after successfully driving international operations and business unit performance, incorporating digital transformation initiatives, AI-driven solutions and process automation (RPA) to enhance efficiency, scalability and business impact. - Own full P&L accountability for a €9M+ business, managing revenue, margins, cost structure and overall business performance. - Lead the end-to-end management of the centers, overseeing operations, people, financial performance and client delivery. - Drive business growth through performance optimization, client development and expansion of existing accounts. - Manage and develop large-scale teams (up to 750+ professionals), including leadership layers and cross-functional departments. - Ensure alignment across Operations, HR, IT and Finance to enable efficient execution and scalable growth. - Act as a key interface between local operations and national leadership, contributing to strategic decisions and business direction. - Lead transformation initiatives focused on improving profitability, operational efficiency and service positioning. - Embed digital transformation across operations, leveraging AI and RPA to streamline processes, reduce costs and enhance scalability. - Strengthen the positioning of BPO services as a value-driven partner, focusing on long-term client impact and sustainable growth.

Responsible for leading business unit performance, driving growth, operational efficiency and client value creation in a multi-client environment. Promoted after successfully leading international operations, taking full ownership of business unit performance and strategic execution. - Managed full business lifecycle including operational performance, client relationships and service delivery. - Drove revenue growth and profitability through performance optimization and account development. - Coordinated cross-functional teams to ensure alignment between operations and business objectives. - Contributed to scaling business operations and improving service efficiency. - Supported strategic initiatives focused on business expansion and operational excellence.

Led international operations across multiple clients and sectors (IT services, sales, customer experience), managing €9M+ annual revenue in complex, multi-market environments. - Held full accountability over operational and commercial KPIs, including revenue, margins, conversion rates, NPS, CSAT and service levels. - Managed and scaled international teams up to 750+ professionals, including a structured middle management layer. - Owned budget planning and financial performance tracking in close collaboration with Finance. - Acted as key interface with executive leadership, contributing to strategic decisions and operational frameworks. - Standardized best practices across services through data-driven analysis and performance benchmarking. - Led performance and efficiency initiatives to improve both operational delivery and commercial outcomes.

Managed global business services and SaaS transformation projects across multiple regions (Europe, AEME, APAC, LATAM and North America), supporting process standardization and operational efficiency. - Led implementation of new processes and operating models, assessing business impact and scalability. - Monitored and improved KPIs to ensure alignment with global standards and performance targets. - Supported the deployment of core models across regions, ensuring consistency and operational excellence. - Coordinated cross-functional and international stakeholders to drive adoption and execution. - Delivered training and support materials to ensure smooth transition and operational continuity.

Managed international telecom operations across Barcelona and Madrid, leading teams of 130+ professionals in a multi-service environment. - Oversaw performance management, KPI tracking and service delivery optimization. - Identified operational inefficiencies and implemented improvement plans to enhance performance. - Led the setup and launch of new services, ensuring successful implementation and scalability. - Acted as main point of contact with client stakeholders, managing expectations and performance alignment. - Drove team performance through structured leadership and problem-solving strategies.

Managed a European helpdesk service, leading a team of 40+ professionals in a high-performance environment. - Ensured service delivery against SLAs and operational targets. - Led team performance, engagement and development through structured leadership practices. - Delivered operational reporting and performance tracking. - Coordinated training programs to enhance technical capabilities and service quality. - Managed customer escalations and quality assurance processes.

Responsible for training delivery, process optimization and operational support in a technical service environment. - Delivered first-level technical support and process guidance. - Analyzed recurring issues to reduce escalations and improve operational efficiency. - Identified improvement areas and implemented action plans. - Designed and optimized operational processes (SOPs). - Supported continuous improvement initiatives across services.