Taking Operations to the Next Level

The core to any successful operation is having strong people, process, and technology; however, the magic of taking an operation to the next level happens when these three are in continuous discovery and improvement.

People: Your greatest asset and investment

Motivated, happy people are the key to the success of your operation. Invest early and often in your greatest assets as they run the engine of today and will develop into your future leaders.


  • Balance the hiring and promotion of talent, internally and externally
  • Develop leadership, managerial and influencing skills in addition to job skills
  • Recognize successes, great and small

Process: Staying ahead of change

Processes that once worked well must be challenged as your products, business, industry, and environment evolve. Client and customer needs change over time and so must the processes that support them.


  • Map and monitor your processes to understand efficiencies and waste
  • Incorporate Voice of the Customer (VoC) into end-to-end operational feedback loops
  • Continuously monitor Key Performance Indicators (KPIs) as well as metrics

Technology: Enabling better outcomes

Technology is the great enabler for monitoring processes and outcomes and identifying new opportunities for greater productivity. Balancing technology with talented people is the sweet spot that helps to define and differentiate a company’s brand, experience and identity.


  • Connect your people through visual management tools, physically and digitally
  • Automate the easy and simple for your customers and employees
  • Utilize your people over technology to solve for the more complex problems that require integrative thinking and emotional intelligence (EQ)

A maniacal focus on continuous improvement is essential for any operation to get to the next level. Never stop improving, working to do things better and faster than yesterday. The small changes add up to the big wins. Analyze the data, listen to your customers, and leverage your team’s strengths to fuel positive change. Identify opportunities, prioritize them, and deliver – over and over again. This will drive a competitive advantage and elevate your operation to the next level.

Greg Marcel

Greg Marcel

Greg leads operations at Paymerang, overseeing the end-to-end process that delivers a world-class ePayments experience. In addition, Greg heads up efforts in Fraud Prevention, Risk Management and Quality Assurance functions to ensure that not only do our clients, vendors, associates and investors have an insanely great experience, but that they are also protected from harm and risk. He is an energetic, results driven executive with more than 15 years of leadership experience in Financial Services and Manufacturing. Greg brings a track record of improving customer satisfaction by driving transformational changes to processes, procedures, and tools. Greg proudly served in the U.S. Navy Reserve before moving on to engineering at the Viasystems Group, operations at Capital One and third-party risk management at Spinnaker Consulting Group.