Dana Ferns

Key Responsibilities & Deliverables

• Lead cross-functional global teams to deliver seamless, multilingual, omni-channel CX transformations.
• Drive adoption of AI‑based insights, automation, and agentic intelligence to reduce effort, optimize cost, and boost customer metrics
• Build and lead regional CX delivery hubs (e.g., India centers in Gurugram, Noida, Hyderabad) for scalable operations
• Implement delivery best practices: agile methodology, DevOps, CI/CD for CX platforms, quality control, and risk mitigation.
• Enforce compliance, data governance, and ethical AI usage across CX deployments.
• Shape and own delivery-driven P&L for CX vertical—manage resource allocation and margin optimization.
• Collaborate with Sales & Customer Success to support CX growth targets, proposals, and renewals.
• Architect a unified global delivery strategy for CX engagements spanning North America, UK, ANZ, APAC, India & Middle East
• Align delivery frameworks with AIonOS’s growth goals and the Intelligent Agentic AI strategy embedded in their IntelliMate™ platform

Key Responsibilities & Deliverables

• Responsible for scaling up operations across APAC region, launch a new office location in India, build a strong culture around people and performance and deliver excellent service to our local teams as well as the end client.
• Present to clients and prospective clients on results of current projects as well as new business opportunities in relation to operations, analytics, and strategic offerings.
• Contribute to the success of the overall team by participating or co-leading training, commercialization prep, product, or partnership development initiatives as needed.
• Lead complex client engagements by closely coordinating business and technical resources for ongoing projects.
• Foster day-to-day relationships with technology partners; meet with new technology companies as needed.
• Oversee overall financial management, planning, systems, and controls.

Key Responsibilities & Deliverables

• Focus on reduce operating cost and increase revenue growth by launching new verticals for the organization.
• Implementation of a GOM & Operating Structure.
• Consult on Process Optimization and Automation.
• Improve Employee Lifecycle & Engagement.

Key Responsibilities & Deliverables

• Provide strategic support, management and oversight to all aspects of the Business (Administration, P&L, Performance, Account, Client & People Management) for the site/city
• Provide direction & development, formulate policies & strategies for the future expansion of the Geo as part of the India Business Development & Account Management Executive Team
• Lead and Grow the Travel & Hospitality and Retail verticals as the strategic lead across SEA & India
• Executive Custodian of Culture & Champion for Diversity & Inclusion & Corporate Sustainability for the region

Key Milestones and Achievements

• Part of the executive team that has been responsible to grow India from 2000 employees to 10,000 employees by the exit of 2022.
• Grew the India Book of Business from $30M in 2020 to $100+M exit 2022
• In the 21 months grew the site to 2400 employees with 9 clients across an Omni Channel & Multi Vertical operations with strong P&L margins of 56%GM and an Annualized Attrition of 48%
• Grew Mohali to be a Travel & Hospitality COE, winning multiple RFPs in both traditional travel space as well as large travel tech logos

Key Responsibilities & Deliverables

• Manage operations functions and processes across multiple Wealth Management Mortgage Operations country locations.
• Effectively staff and supervise direct reports to manage their teams to capably handle and execute program requirements across locations.
• Work across all teams to properly identify, document and develop actionable steps to address operations risks and reinforce control agenda for the line of business.
• Manages performance, aggressively developing skills, capabilities and successors. Provides real-time feedback to the team and fulfills performance management commitments.
• Change agent for additional globalization strategies for Mortgage Operations in current and any future global locations.

Key Responsibilities & Deliverables

• Lead and Grow the BFSI, Travel & Hospitality and Retail Verticals, with a footprint spanning across the Philippines & India, locations include (Baguio, Clark, Manila, Cebu and Gurgaon).
• Run Multi Site Operations (six sites) with an employee span of 3000+ FTE and Total Book of Business Valued at $200 Million Dollars.
• Administration and Responsibility for all site related deliverables, ranging from Business Development, Account & Client Relationship Management, People & Performance Management, HR, Corporate Security, Corporate Real Estate, Compliance, Financials, Corporate Sustainability, etc…
• Constantly explore/deploy AI/RPA integration opportunities to improve clients cost of doing business and improve customer experience.

Key Responsibilities & Deliverables

• Execute a 4-fold management strategy, focusing on learning and growth, business and process, customer satisfaction and profitability.
• Collaborate with 5 supplier sites & 7 captive sites to service an 40 Million Customer Base Credit Card Business.
• Establish Capital One Philippines Support Services Corporation as an Leading Financial Services organization within the country with a view to expand operations across other planned Geographies.
• Execute the end to end M&A transition of the HSBCs US Card Business valued @ $33B

Key Responsibilities & Deliverables

• Leadership of multiple processes across the two GSC's in Manila comprising 1000+ FTE undertaking a variety of activities for business partners across the Group, responsible for all aspects of operations and day to day functional support.
• Build a Center of Excellence (COE) Organization to create efficiencies of scale for cost optimization.
• Work with risk management ensuring internal control, operational risk, information security, business continuity and compliance requirements are properly applied.
• Liaise with business partners and COE to ensure business strategies are implemented; AOP targets are achieved and best practices are shared and leveraged.