Lawrence Grant

• Led a multi-layer operations organization of 2 supervisors and 52 front-line specialists supporting global background screening, drug testing, and occupational health services globally, delivering high-quality results for enterprise clients.
• Drove end-to-end service delivery with a focus on turnaround time, quality, and customer satisfaction.
• Promoted through increasing responsibility over 19.5 years, culminating in leading multi-site operations supporting enterprise clients at global scale.
• Owned KPI design and performance management (volume forecasting, capacity planning, WIP, aging, QA); analyzed trends and executed corrective action plans to meet or exceed SLAs.
• Managed high-stakes client and internal escalations through clear, data-backed communication, transforming issues into sustainable solutions.
• Partnered cross-functionally with Product, Compliance, Sales, and Client Services to align on roadmap, policy, and client requirements; influenced strategy and contributed to organizational growth initiatives.
• Built a culture of continuous improvement; identified process gaps, and implemented SOPs/automation.
• Coached and developed leaders, established hiring standards and performance frameworks, and implemented engagement routines to strengthen team effectiveness.
• Ensured compliance with contractual, regulatory (DOT), and internal policies across workflows to mitigate risks and uphold organizational standards.

Key Skills: Operations leadership, people management, continuous improvement, client escalation management, KPI design and analytics, capacity planning, process optimization, compliance oversight, strategic planning, change management, stakeholder communication, Proprietary Tools/Excel/Tableau/PowerPoint.

• Other roles within the Organization: Data Entry, Implementation, Account Management, Employment/Education Verification.