I developed a structured operations workflow and SOP framework to help a growing business move from fragmented processes to a clearer, more consistent way of working. The solution focused on improving ownership, handovers, accountability and visibility across the full workflow—from work intake through to delivery, quality checks and close-out.

The framework included process mapping, SOP structure, operational controls, escalation points and KPIs, designed to work within the systems and tools a business already uses.