01
Operational Excellence
Performance baselines, accountability structures, and client-facing KPIs that hold under pressure.
Operations Executive · Transformation Leader · Business Consultant
Richard Dunn
I lead complex operations, protect strategic client relationships, and build organizations that deliver — consistently and at scale.
Based in Medellín, Colombia
Current Leadership
Director of Operations, Colombia
iQor · Medellín
- Experience
- 20+ years
- Verticals
- Retail · Telco · Financial Services
- Scope
- Operations · P&L · Client Delivery
About
Twenty years of leadership.
Twenty years of leadership.
One standard: the client comes first.
From front-line supervisor to Operations Director and Account Manager — with institutional depth few leaders can match.
Richard Dunn is an operations executive and business consultant with more than two decades of continuous leadership inside iQor — across multiple sites, verticals, and roles.
His career has centered on client relationships: understanding what clients actually need, communicating with clarity when challenges arise, and growing partnerships once trust is established.
Today he leads operations in Medellín with full responsibility for site integration, client delivery, and leadership capacity across programs — combining deep institutional knowledge with hands-on executive stewardship.
Multimillion-dollar P&L ownership. Contract negotiation and renewal. Bilingual, multi-national BPO operations across retail, telco, and financial services — with the compliance rigor and service standards each demands.
Areas of Expertise
Where leadership creates measurable impact
End-to-end operational command — from frontline performance to executive stakeholder management.
02
Leadership Development
Coaching, accountability, and culture that retain talent and elevate client experience.
03
Workforce Strategy
Staffing models and hiring pipelines aligned to volume, market dynamics, and client demand.
04
Business Transformation
Site integration, infrastructure build-out, and technology-enabled CX that positions organizations for growth.
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Client & Stakeholder Management
Trusted senior point of contact — surfacing risk early, managing expectations, and driving structured business reviews.
Consulting Philosophy
Trust first.
Trust first.
Clarity always.
Results that endure.
“Durable client relationships are built on proactive communication, honest risk assessment, and a clear point of view — not on avoiding difficult conversations.”
Understand before you advise
Listen first. Solve for what clients actually need — not what assumptions suggest.
Surface issues early
Escalate with root cause, business impact, and a recommended path — before problems become contract threats.
Grow what you protect
Operational discipline and proactive engagement create the conditions for scope expansion — not just retention.
Lead through people
Client experience follows team stability. Leadership accountability is non-negotiable.
Who I Work With
Organizations navigating complexity at scale
BPO & Contact Center Operators
Leaders scaling multi-vertical delivery who need operational rigor, client-ready infrastructure, and leadership depth.
Enterprise Clients
Retail, telco, and financial services organizations with high service expectations and vendor relationships that demand executive stewardship.
Operations & Client Services Leadership
Senior leaders managing strategic accounts, P&L accountability, and the translation of client requirements into measurable performance.
Teams Undergoing Transformation
Organizations integrating new sites, entering new markets, or rebuilding foundations while maintaining delivery standards.
Services Offered
Advisory and operational partnership
Engagements tailored to your stage — from strategic guidance to hands-on leadership during critical transitions.
Operations Leadership & Site Integration
End-to-end ownership for new or transitioning sites — HR, recruiting, technology, and training aligned to SLAs from day one.
Strategic Account Management
Executive engagement, structured business reviews, escalation resolution, and long-term account growth strategy.
Performance & P&L Advisory
Variance analysis, root-cause assessment, corrective action planning, and margin optimization across fluctuating volumes.
Workforce & Capacity Planning
Staffing model design, hiring pipeline development, and workforce management aligned to client demand and local market conditions.
Risk & Attrition Mitigation
Early risk identification, proactive client engagement, and operational interventions that protect and expand program scope.
Executive Stakeholder Engagement
Credible representation at every level — QBRs, contract discussions, and cross-functional collaboration with legal, finance, and technology.
Contact
Ready to move your operation forward?
Whether you are scaling delivery, strengthening a strategic account, or leading a complex transformation — let's talk about what success looks like and how to get there.
Medellín, Colombia · Remote and on-site engagements available