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Saleh Sallam
Project Manager | Operations & Process Implementation
[відкрити контакти](див. вище в блоці «контактна інформація») [відкрити контакти](див. вище в блоці «контактна інформація») Kyiv, Ukraine [відкрити контакти](див. вище в блоці «контактна інформація»)

Summary
Project Manager with 5+ years of experience building and restructuring departments, implementing processes and KPI systems, and
leading teams of up to 150 people. Experienced in the full delivery cycle: gathering requirements, planning scope and budget,
estimating deadlines by team velocity, managing risks, and aligning expectations with stakeholders, including the CEO, 4 internal
departments and 18 outsourcing client companies, with direct communication to their CEOs. Hands-on with Jira, Trello, Power BI and
Google Sheets/Excel. Delivered measurable results: +250% QC team productivity and 7.5x Compliance department output (400 to 3,000
verifications per month) within 2 months.

Key Projects
QC Department Build-Out from Scratch May 2023 - Jul 2023
Took over a department with no defined process and a structure of 5 team leaders and 4 agents; rebuilt it from scratch in 3
months. Built a strategy from a fixed monthly budget: calculated required headcount, defined compensation conditions and
prioritized which directions to cover.
Designed the team structure with a clear zone of ownership per person and a backup for each, so every incoming request had an
owner and a cover from day one.
Created an employee KPI system and standardized reporting, then optimized workflows so process changes never hurt
employees' KPI results.
Result: new structure of 2 team leaders and 12 agents, +250% team productivity, stable output of 1,000 customer cases reviewed
monthly by 12 agents.

Compliance Department Restructuring Aug 2024 - Oct 2024
Restructured the department, standardized workflows and introduced KPI-driven management.
Result: grew the team from 1 team leader and 2 agents to 1 team leader and 15 agents; output rose from 400 to 3,000
verifications per month (7.5x) within 2 months, and the share of each month's new clients verified within the same month rose
from 2% to 55%.

Sales Performance Monitoring System
Designed and implemented an agent-level and team-level performance tracking and early-warning system in Google Sheets
and Power BI.
Enabled objective employee evaluation and detection of negative trends before they affected overall results.

Business Profitability Monitoring Framework
Redesigned the framework by integrating Retention performance, traffic acquisition costs and ROI analysis.
Gave the CEO a data-driven view of departmental profitability and early signs of declining business performance, used to guide
strategic and operational decisions.

How I Run Projects
Requirements first: no task starts without a clear technical specification and an agreed format of the final deliverable.
Realistic planning: scope is assessed, then the deadline is set using team velocity, without overtime. If the client needs it faster,
the budget for overtime is agreed in advance.
Risk and resource management: every request has an owner and a backup. When technical or human issues appear, other
team members are mobilized to hold the deadline.
Expectation management: if circumstances make the original scope impossible, stakeholders are informed early and
expectations are adjusted based on the actual situation.
Task visibility: all tasks were tracked in Trello with an owner, an execution stage and a full history of updates and comments, so
the department head could see the status of any task at any moment.

Experience
NDA (fintech, 500+ employees) Kyiv

Head of Back Office Aug 2023 - Aug 2026
Led 150 employees across 5 departments, including QC, Compliance, Customer Support and CRM; oversaw finance,
administration and documentation operations to ensure accurate processing and timely reporting.
Handled requests from the CEO, 4 internal departments and 18 outsourcing client companies (sales companies), coordinating
communication directly with their CEOs.
Delivered four projects: QC department build-out, Compliance department restructuring, a Sales performance monitoring
system and a business profitability framework (details in Key Projects).
Developed and standardized workflows for data entry, record management and internal approvals, reducing operational delays.
Coordinated accounting, HR and operations teams to resolve cross-functional issues.
Worked directly with the CEO to identify performance gaps and deliver data-driven recommendations.

Head of Sales Quality Control Jun 2023 - Jul 2023
Led a 15-member QC team: performance, workload distribution and adherence to quality standards.
Took part in hiring and onboarding of new team members.
Optimized QC workflows and set up performance monitoring to detect recurring issues and negative trends early.

QC Team Leader Jan 2023 - May 2023
Prepared daily, weekly and monthly performance reports and management presentations.
Audited lead processing for compliance with procedures; analyzed QC results to identify recurring errors and trends.
Delivered structured feedback to agents and managers and tracked corrective actions.

Finance Operations Specialist Feb 2022 - Dec 2022
Midgard Consulting Kyiv

Managed monthly budgets and payment operations, including salary disbursements through electronic banking systems.
Prepared monthly Excel reports on balances and transactions; reconciled accounts and resolved discrepancies.

QC Agent, then Head of Department Jul 2020 - Jan 2022
DRP Fintech Kyiv

Promoted from Agent to Head of Department within 4 months; led 35 people across 3 teams.
Handled communication with regulators (CySec, FCA) on escalated customer complaints, ensuring timely, compliant outcomes.

Education
Bachelor, Information Technology
Taras Shevchenko National University of Kyiv
2018 - 2022 Kyiv, Ukraine

Skills
Project management: requirements gathering, scope and expectation management, planning and deadline estimation by team
velocity, resource and budget planning, risk management, stakeholder communication, process implementation, change
management
Tools: Jira, Trello, Power BI, Google Sheets, Excel
Leadership: team building, KPI design, performance management, hiring and onboarding, department restructuring

Languages

English Ukrainian Arabic
Native Fluent Fluent