Rio McGee
Summary
Shared Services Operations leader with 10+ years’ experience at Fragomen, progressing through Coordinator, Senior Coordinator and Assistant Manager roles. Proven track record in people leadership, service delivery, workflow management and cross-functional project execution. Skilled in developing Team Leads, driving process optimisation, analysing performance data and delivering large-scale operational initiatives. Recognised for strong communication, strategic thinking and the ability to step into senior responsibilities, including executive-level presentations and firm-wide operational improvements.
Overview
10
10
years of professional experience
Work history
Assistant Manager – UK Shared Services
Fragomen
2021.12 - 2026.03
- People Management & Development
- Line-manage and coach Team Leads through monthly 1:1s, structured feedback and annual reviews.
- Identify skill gaps and implement targeted training and development plans.
- Assist in recruitment processes including conducting interviews, assisting with onboarding and offboarding process.
- Lead on HR matters including PIPs, sickness management and sensitive escalations.
- Manage Workday processes, including Team’s leave of absence requests
- Service Delivery & Operational Oversight
- Ensure consistently high service delivery through quality monitoring, clear communication and robust delivery standards.
- Oversee daily workflow, task allocation and capacity planning.
- Oversee project planning for operational support during work stream surges and priority shifts.
- Partner with Team Manager and Shared Service leadership on workforce planning and optimisation.
- Scope, plan and implement new service offerings with internal clients.
- POC for internal client escalations
- Service & Process Efficiency
- Drive process improvements through review, identifying efficiencies and implementing standardisation.
- Ensure cross-team alignment with Managers, Assistant Managers and Team Leads.
- Monitor key operational metrics, escalate risks early and implement corrective action.
- Support automation development, reporting upgrades and workflow enhancements.
- Cross-Team Leadership & Collaboration
- Provide cover for Manager, assuming full operational ownership when required.
- Contribute to Shared Services planning forums, workshops and management initiatives.
- Lead and collaborate on Shared Service wide initiatives and operational improvements.
- Key Achievements
- Leadership & People Development
- Led team through management restructure, maintaining morale, cohesion and clarity during transition.
- Strengthened leadership capability through coaching, delegation and clear role alignment.
- Developed Team Leads to independently manage their mini teams, client workstreams and lead on projects, providing support when required.
- Responsible for recruitment of Team Leads; providing feedback to both successful and unsuccessful candidates
- Assisted Manager in improving team culture, communication and performance expectations.
- Service Delivery & Operations
- Maintained consistently strong service levels while managing capacity, planning and significant surges.
- Delivered on client projects and surges entailing thorough project and resource planning, ensuring these were delivered ahead-of-schedule completion.
- Successfully transitioned full UK case Team to new Task Submission Portal utilising adoption reporting, holding additional demo sessions and escalating where needed
- Ensured consistent task management processes and supported rule-change preparation through detailed planning.
- Cross-Functional Collaboration & Senior Engagement
- Active contributor in management forums, providing operational insight and constructive challenge.
- Worked with Assistant Managers on automation testing, reporting development and Shared Service standardisation.
- Enhanced stakeholder relationships through confident, data-driven quarterly presentations.
- Successfully delivered key presentations to senior leadership, including:
- - CFO (Linda Davachi): UK Adoption Rates & MiFragomen Resource Report
- - Partner (George Koureas): Adoption rate trends & client engagement insights
- - Senior Operations Director (Vance McAlister): Task Override function and reporting, Quality Checking Process and UK Adoption Rate reporting
- Process Improvement, Data & Reporting
- Led initiatives including Task Submission Portal rollout, Task Override function and reporting, New Clarizen quality checking function, Reject and Incomplete task analysis and Capacity App alignment.
- Co-developed new Productivity Report to assist with performance management.
- Created Clarizen outage contingency process and structured communication approach for Business Performance Group to follow for system outages.
- Supported automation enhancements improving scalability and reducing manual effort.
Senior Coordinator II
Fragomen
2016.09 - 2021.12
- Responsibilities
- Managed and coached Coordinators; monitored performance and SLA compliance.
- Conducted monthly 1:1s and quality checks across UK & Ireland workflows.
- Led team meetings, development planning and coaching sessions.
- Supported Manager with best practice initiatives
- Covered Workflow Senior Coordinator duties (prioritisation, reporting, escalations).
- Produced workflow reports to identify trends and improve efficiency.
- Managed HR duties including RTWs, attendance, and PIPs.
Supervisor (Maternity Leave Cover) – UK Shared Services
Fragomen
2020.08 - 2020.12
- Responsibilities
- Responsible for operational oversight for full UK shared Service Team
- Managed Senior Coordinators and Coordinators, providing escalation support and daily operational leadership.
- Completed End-of-Year Reviews with all team members, providing constructive feedback and setting development goals.
- Identified performance trends and partnered with Senior Coordinators on improvement performance.
- Updated task processes and training materials.
- Managed workstream cover, special project requests and HR matters.
- Key point of contact for Senior Stakeholders and Caseworkers.
- Led Best Practice Meetings and represented the team in Manager Forums.
Coordinator – UK Inbound
Fragomen
2016.01 - 2016.09
- Responsibilities
- Drafted and submitted immigration applications and Certificates of Sponsorship.
- Prepared Entry Clearance bundles and compliance packs.
- Created and maintained client records.
- Liaised with Caseworkers to gather requirements and ensure accuracy.
Personal Information
Title: Assistant Manager – UK Shared Services
Timeline
Assistant Manager – UK Shared Services
Fragomen
2021.12 - 2026.03
Supervisor (Maternity Leave Cover) – UK Shared Services
Fragomen
2020.08 - 2020.12
Senior Coordinator II
Fragomen
2016.09 - 2021.12
Coordinator – UK Inbound
Fragomen
2016.01 - 2016.09