Paula Santos
Operations Manager
E: paula.santos@kingsley-wood.com
Paula is an operations and compliance leader with 15 years’ experience in Management, Customer Service, and Compliance — including six years specializing in Compliance, Security, and Legal functions for top SaaS companies. She is known for precision, process discipline, and calm leadership under pressure. She also excels at building structured systems, enforcing standards, and driving results in high-stakes environments. Strategic yet pragmatic, she balances risk management with operational efficiency, making tough decisions when they matter most.
about
Graduate of Business Management and Administration from Arellano University with 15+ years’ experience in Management, Customer Service, and Compliance. Lean Six Sigma Yellow Belt Certified and C2 English Proficient, bringing a data-driven approach to operational efficiency, quality assurance, and process improvement.
Recent Matters
my work
Combines strategic leadership with a people-first approach to ensure smooth, efficient operations. Oversees local teams, client onboarding, and process improvements, aligning all workflows with UK standards while fostering collaboration across borders. Maintains high compliance and quality standards, develops performance metrics, and ensures technology is used effectively to support productivity. Balances operational excellence with creative initiatives, including social media management, to strengthen the firm’s brand and client engagement
Interest
about me
I’m a proud furmom to five lovable dogs — four American Bullies and one Shih Tzu — who fill my days with joy and endless cuddles. Most of my free time is spent caring for and playing with them. I have a passion for home decoration and organization, always looking for ways to make our space beautiful, cozy, and clutter-free. To unwind, I enjoy watching K-dramas on Netflix or tuning in to my favorite podcasts for a mix of entertainment and inspiration.
Awards & Experience
my expertise
DISC profile (D: 33, I: 8, S: 34, C: 25) reflects decisiveness, steadiness, and attention to detail — enabling effective leadership in structured, high-performance environments.
Proficient in CRM platforms (Salesforce, Zoho, Zendesk, Intercom, Front) and project management tools (ClickUp, Monday, Notion, Confluence). Skilled in workflow design, SOP creation, and leveraging technology to boost productivity and ensure compliance. Recognized for calm, strategic leadership and delivering results in complex, fast-paced SaaS and service-driven industries.
