TMF's Global Head of Operations reveals secrets to success using AI orchestration
Enate's Founder, Kit Cox, sits down with Felipe Araya, Global Head of Operations at TMF Group, to talk about what it really takes to run consistent services across 95 countries.
Felipe explains how TMF moved off dusty SOPs and shared mailboxes, rolled out orchestration to more than 5,000 colleagues, and drove over $43M in efficiency savings along the way. They get into the difference between consistency and standardization, why "Goldilocks" service delivery matters, and how TMF now reads client sentiment straight from emails in real time using AI.
If you run global services and you're working out where AI actually fits, this one's for you.
