Business Operations & Shared Services Leader

TATIANA TSOY

HEAD OF BUSINESS OPERATIONS & SHARED SERVICES OPERATIONS DIRECTOR

Enterprise Operations Multi-Site Service Delivery Shared Services & Governance Vendor & Contract Risk Dubai, UAE +971-**-***-**** *******.*****@*****.*** linkedin.com/in/tatiana-tsoy/ EXECUTIVE PROFILE

Cross-functional Business Operations & Shared Services leader with 20+ years of experience building, scaling and stabilising multi-site operations across the UAE and international markets. Leadership scope includes 200+ employees, seven direct reports, 20+ suppliers, an AED 7M+ operating cost base, multi-site facilities, procurement, workforce operations, commercial contracts, service delivery, pre-openings and operational improvement. Built enterprise infrastructure spanning procurement, facilities, contracts, workforce operations, CRM, warehouse logistics and commercial enablement, delivering AED 2M+ in combined documented and attributable business impact.

CORE CAPABILITIES

Multi-Site Operations & Shared Services Operating Strategy & SLA Governance SOPs & UAE Labour Law Facilities, HSE & Accommodation Operations Strategic Sourcing, Procurement & Supplier Governance Workforce & Capacity Planning Budget & Cost Management Contract & Commercial Risk Quality & ISO Readiness KPI Dashboards Pre-Opening & Launch Cross-Functional Leadership SELECTED EXECUTIVE IMPACT

• Gulfa: governed workforce/shared-services operations for 200+ personnel, cut attendance/payroll discrepancy resolution from five days to two, reduced recorded discrepancies by 97.7%, delivered approximately AED 150K–170K in accommodation/vendor savings and supported successful ISO certification.

• Lingvo: scaled a single centre to 16 offices in just over a year, standardising operating, licensing and capacity controls across 20+ subjects and 200+ staff.

• Arcaya: built operating infrastructure from an early commercial stage into a 20+ employee business, delivering AED 500K+ savings, clearing approximately AED 1M in liabilities and preventing AED 200K+ legal loss.

• High-volume operations: managed ~550-seat multi-concept Space Jam operations; related Sushi Wok leadership delivered 102%–109% of financial targets and the highest average guest check across 19 Perm franchise locations.

PROFESSIONAL EXPERIENCE

INTERIM EXECUTIVE & STRATEGIC PROJECT PORTFOLIO Nov 2021-Aug 2026 Interim Executive, Business Operations Leader & Strategic Consultant Fixed-term, consulting and project-based engagements Delivered defined-scope, time-bound executive and consulting engagements across business building, operational stabilisation, commercial transformation and launch readiness. Built operating systems, strengthened governance and aligned cross-functional teams across FMCG, food distribution, hospitality, beauty, corporate services and emerging technology, delivering measurable commercial and operational results within compressed timelines. Project GULFA Operations & HR Shared Services Lead Jan 2026 – Jun 2026 Mineral-water production and distribution FMCG / Manufacturing & Distribution UAE

• Led seven direct reports in HR and administration supporting 200+ employees; aligned Finance, Factory, Operations, Quality, IT and Sales through structured operating routines.

• Rebuilt workforce governance, UAE Labour Law-aligned policies, SOPs, contracts and disciplinary controls; restructured recruitment, achieved 17% conversion and filled 20+ vacancies while managing visa-affected workforce transitions without fines or disruption.

• Built daily workforce dashboards and controls, cutting exception resolution from five days to two and reducing recorded attendance/payroll discrepancies by 97.7%; prepared the function for and successfully passed ISO certification.

• Directed full maintenance and refurbishment across five accommodation sites, including painting, ceilings, plumbing and furniture replacement; introduced uniform-allocation standards and delivered approximately AED 150K–170K in savings. Project JM FOODS Head of Commercial Marketing & Sales Enablement (formal title: Marketing Manager) Oct 2024 – Mar 2025 Food supply, wholesale and distribution for hospitality and foodservice clients FMCG / Food Distribution UAE

• Delivered structured training, commercial-support and process-improvement work across client assignments; JM Foods was a major food-supply and distribution engagement.

• At JM Foods, rebuilt fragmented B2B/B2C marketing into an integrated commercial-support system spanning brand standards, digital catalogues, QR lead capture, sales follow-up, analytics and inventory controls for marketing assets and equipment.

• Led Gulfood 2025 delivery and provided product, service and workflow training for 15+ sales/event staff; redesigned the style of Emirates Culinary Guild stage presentations into a more interactive experiential format while tastings remained part of the established ECG model.

• Supported 20–30% demand uplift, product-range expansion across ~60% of existing clients and ~15% higher repeat engagement; delivered 30% organic audience growth, Pierre Koffmann and Chef’s Table activations, exclusive distribution/supply opportunities and B2C channel preparation. Project ARCAYA COSMETICS Executive Operations Director (formal title: Executive Director) Jun 2024 – Nov 2024 Cosmetics wholesale, retail and distribution Trading Company / Beauty & Personal Care UAE

• Built operational infrastructure from an early commercial stage with only CEO, GM and Secretary in place and no sales or operating workforce; established legal, regulatory, supplier, CRM, warehouse, accounting, HR and sales controls.

• Managed the operating side of a cumulative AED 5M+ annual operating-expenditure and working-capital cash plan jointly with Finance/Accounting, covering procurement, warehouse logistics, lease commitments, payroll, sales commissions and inherited liabilities; direct vendor and payment-prioritisation authority contributed to AED 500K+ savings and approximately AED 1M in liability clearance.

Project CARLTON HOTELS & SUITES Commercial Marketing & Brand Operations Lead Jun 2023 – May 2024 Four 4- and 5-star hotels with associated F&B outlets Hospitality / Hotels & Restaurants UAE

• Directed integrated commercial marketing across four hotel properties and F&B outlets; secured partnerships with major banks, Emirates Airlines and technology/lifestyle platforms, and restored Google/Meta advertising continuity after critical account restrictions.

Project STRIDERLABS Strategy & Commercial Positioning Consultant Dec 2022 – May 2023 Web3, Metaverse, NFT and token-based ventures Emerging Technology / Digital Assets UAE

• Developed commercial positioning, investor/shareholder materials, competitive narratives and ecosystem partnerships for Web3, Metaverse and NFT initiatives, supporting market entry and fundraising readiness. Project AZAN CORPORATE SERVICES Strategic Consultant – Business Structuring & Commercial Jun 2022 – Nov 2022 Company formation, visa processing and banking-support services Corporate Services / Business Setup UAE

• Built service packages, pricing, workflows, documentation and lead qualification; designed and delivered seminars on UAE company structures, laws and regulations that converted attendees into clients and supported AED 400K+ first- month revenue.

Project SUVOROFF RESTAURANT GROUP Pre-Opening Operations Director Dec 2021 – May 2022 Multi-venue restaurant and lounge group F&B / Hospitality / Restaurants UAE

• Led the initial raw-shell build and pre-opening phase for a two-level Palm Jumeirah flagship comprising separate fine- dining and lounge concepts within an AED 3M+ CAPEX scope covering interior fit-out, MEP, kitchen installation and pre- opening expenditure; directly managed contractor deliverables, municipal licensing and equipment procurement while supporting three existing restaurants.

• After an Operations Manager joined, transitioned direct site supervision while retaining executive oversight of launch readiness, group branding, multi-location menu engineering and digital customer acquisition; recruited/trained 50+ staff, secured Emirates Airlines and Russian Emirates Magazine partnerships and recorded a single-day web traffic peak of 19,092 unique visitors.

MENA COLLEGE OF MANAGEMENT Promotions & Marketing Manager Jun 2020 – Nov 2021 Higher-education institution offering accredited bachelor programmes Education / Higher Education UAE

• Delivered institution-wide digital and brand transformation with no marketing budget in a constrained recruitment market

(>70% UAE Nationals, ~95% male, three accredited bachelor programmes); grew monthly website users 8 1,595

(+19,837%), total unique visitors to 10,180 across the tracked period, social impressions 47 31,849 (+67,663%), reach 593 34,862 (+5,778%), 3-second+ video plays 224 5,787 (+12,483%), and mobile page-load speed by 122%. CALL DOCTOR Marketing Manager – Healthcare Partnerships & Growth Jul 2018 – Jun 2020 On-demand and home healthcare services Healthcare / Medical Services UAE

• Built the formal B2B partnership model from a limited informal hotel base and personally established, drafted and negotiated 200+ signed corporate Service Agreements; many were group-level contracts covering multiple properties, so the number of physical activation sites materially exceeded 200.

• Embedded 3–4 free healthcare/wellness activations annually per partner property into the standard agreement, creating a high-volume recurring events programme across hotels and corporate sites; also led rebranding and multi-channel growth activity.

• Renegotiated Al Ain Motorcycle Festival sponsorship cost down 85% while doubling branding presence and secured the Food Truckers healthcare partnership at Emirates Golf Club at AED 0 participation cost with exclusive activation/distribution rights.

IMC MEDICAL CENTERS Marketing Executive / Community Manager Jul 2016 – Jul 2018 Private medical centre and outpatient healthcare services Healthcare / Medical Services UAE

• Generated approximately AED 1M in incremental revenue through membership-focused campaigns and improved retention by 23% in high-profit service areas, alongside brand, digital, community and event activity. AMRA TRADING CO LLC Office Manager Feb 2015 – Jul 2016 Luxury watches, pens, cufflinks and leather goods Luxury Accessories / Trading UAE

• Managed day-to-day office operations, vendor communication and administration in a compact luxury-accessories trading SME; standardised office and procurement workflows supporting retail and wholesale distribution. GLOBAL TEACHER Operations Director / Director May 2011 – Feb 2015 Online language and education platform Education / EdTech Russia / International

• Built and scaled the venture to 200+ teachers, 15+ languages, 10 subjects and 600K+ monthly website visitors, with responsibility spanning operations, product, customer support, people and financial planning. LINGVO TUTORING SERVICE Operations & Project Director / Project Director Sep 2007 – Mar 2012 Multi-site tutoring and education services Education / Training Russia

• Scaled from one location to 16 offices in just over a year, expanding from one to 20+ subjects and 200+ employees through standardised site, licensing, workforce and capacity controls. AVROSS EVENT MANAGEMENT Managing Director Sep 2003 – May 2007 Corporate, public and government event management Events / Professional Services Russia

• Directed delivery of 2,000+ commercial and government events with attendances up to 15,000, coordinating permits, suppliers, logistics and cross-functional delivery teams. SPACE JAM Restaurant Manager / Multi-Venue F&B Operations Aug 2000 – Sep 2003 Multi-concept restaurant and nightclub complex F&B / Restaurants & Entertainment Russia

• Managed ~550 seats across Kama, Kyoto and Yama concepts; related restaurant leadership experience included Sushi Wok, where performance reached 102%–109% of financial targets and the highest average guest check across 19 Perm franchise locations.

EDUCATION & PROFESSIONAL DEVELOPMENT

• University Diploma in History Perm State University 2001–2004

• Diploma in English Language Teaching Perm State Pedagogical College 2000–2003 UAE Labour Law (2026) Train the Trainer: Beginners to Advanced (2025) Leading Diverse Teams & Organisations (2023) Recruiting, Hiring & Onboarding (2023) Human Resources Analytics (2022) Business Analytics: Marketing Data (2022) International B2B Marketing (2021) A3 Problem Solving & Continuous Improvement (2021) Lean Six Sigma Foundations

(2021) Retail Digital Supply Chain (2021) Consumer Neuroscience & Neuromarketing (2020) Project Management Foundations: Quality (2020) Advanced Google Analytics (2020) An Introduction to Consumer Neuroscience (2020) Psychology of Sales (2019) Advertising on Facebook (2019) Advanced Diploma – Digital Marketing (2018) Certificate in Social Media Marketing (2018) Certificate in Digital Marketing (2017) Effective Management (2007) Effective Sales (2001) SYSTEMS, PLATFORMS & GOVERNANCE TOOLS

CRM / ERP-enabled workflows Advanced Excel Power BI Google Analytics KPI/SLA dashboards ISO audit readiness CAPA and action registers SOP/process mapping HSE and accommodation controls Procurement, supplier and contract governance LANGUAGES

Russian – Native English – Professional working proficiency

Contact this candidate