Created and scaled a Common Operations Team model with common processes, KPIs and governance—improving consistency while allowing local teams to stay close to customers.
Each country operated its own back-office processes for quoting, order management and customer support. Duplication was high, quality was inconsistent, and scaling required adding headcount rather than capability.
Designed and launched a Common Operations Team model that centralized repetitive processes while preserving local commercial relationships. Established shared KPIs, standard work instructions and a governance cadence. Built a core-flex model: a strong central core of standardized processes with controlled flexibility for local market needs.
The model improved consistency, reduced duplication and freed local teams to focus on customers. It became a scalable foundation—new markets could be onboarded into the common operations framework without rebuilding processes from scratch.
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