Operations across Apple, Google, Shell, Flexibits, the ADB, and three ventures of my own.
Eleven years, six employers, four countries, one through-line: operations
that hold up under real use. Most recently a publicly tendered e-government
platform and a €20M+ infrastructure program in Portugal. Now based in Dubai,
building and running two fintech products with AI as the operating engine.
01
Roles
01
Inserconstrói
Portugal · Jun 2023 — Jun 2026
Senior Operations & Program Delivery Manager
Led POLIS, a publicly tendered e-government platform that replaced paper forms across four departments of a municipal authority, and ran delivery operations on a €20M+ public infrastructure program alongside it.
·POLIS: 38 workflow types mapped and redesigned into one submission, routing and approval system, delivered on schedule with a nine-person team across two organisations
·94% end-user adoption at three months, request processing down from 11 days to 3.2, manual entry steps from 8 to 1, error rate from 23% to 4%
·On-time milestone delivery up from ~58% to 91%, and ~1,100 staff hours recovered per quarter
·€20M+ infrastructure program coordinated with a multidisciplinary team of 13 against statutory milestones and audit deadlines
02
Bridge Bank · Klartion
Independent · 2024 — Present
Founder & Operator, Fintech SaaS
Two commercial fintech products built on open banking, taken from concept to paying customers across Europe and North America. Built alongside full-time work and automated so they run without daily involvement.
·A 200+ trial cohort converting at 16% to paid, with 29% add-on attach, tracked in SQL against a licensing layer built from scratch
·Owns product, roadmap, engineering, infrastructure, Stripe billing, pricing and support end to end
·AI as the primary engineering and operations resource: Python services, open-banking integrations, Cloudflare Workers, automated releases, AI-assisted support, no headcount
03
North & Hayes
Independent · 2026 — Present
Founder
A premium managed executive-support service positioned and priced for the UAE, Singapore, Australian and United States markets, above the commodity assistant category on security, oversight and accountability.
·Designed the full operating and commercial model: pod-based delivery with defined ratios, retainer pricing, contractor rate structure and margin per client, service levels and escalation paths
·Produced the entire operating spine with AI, from the written security standard and contract pack to the hiring and training program, sales playbooks, brand and website
04
Flexibits
Remote · May 2020 — May 2023
Project Manager, promoted to Senior Operations Program Manager
Early operations hire at the maker of Fantastical, Apple's Mac App of the Year 2020. Ran the operation through the scale from around 10 people to 22 and through the company's move to a subscription model.
·Owned Fantastical's entry into Brazil and the Portuguese-speaking markets: prioritised the market, then ran the launch across product, engineering and marketing
·Cleared a ~5,000-ticket support backlog from the subscription migration by diagnosing the drivers in the ticket data and fixing them upstream, down to a steady 200–300 per day
·Managed a team of 5 across support and localisation, and standardised release and service delivery as the company grew
·Contributed to Fantastical's AI-powered natural-language parser alongside the engineering team
Fantastical · Apple Mac App of the Year, 2020
05
Shell
Manila, Philippines · Jan 2018 — Apr 2020
HR Operations Specialist, Process & Digital Transformation
Ran payroll and HR operations for 400+ staff across Shell's South American business units from the Manila global business services hub, to defined service levels across multiple jurisdictions.
·Managed a team of 7 delivering against service levels across multiple emerging-market jurisdictions and regulatory regimes
·Time-to-hire reduced from ~60 to 45 days by redesigning hiring workflows from pipeline data
·Built the workforce and scenario models senior leadership used for capacity planning and resourcing
06
Apple
Cork, Ireland · Oct 2016 — Dec 2017
AppleCare Advisor, Operations Specialist
Localisation and quality assurance on pre-release Apple software across multiple European language markets, at Apple's European headquarters and under strict confidentiality standards.
·Managed a team of 6 across localisation and QA workstreams
