ABOUT ROGER
I have led these operations. I know what the day-to-day reality looks like.
I am Roger El-Maalouf. I have spent more than 20 years leading customer operations. I know what it is like when the numbers look good in a report but the service is struggling, and when a decision has to work on the floor, not just on paper.
Talk to Roger
01
Experience on both sides of outsourcing
I have run operations for outsourcing providers and managed suppliers on behalf of clients. I understand the pressures on both sides. Costs, quality, staffing and commercial performance have to be balanced.
My background covers contact centres, service delivery, partner management and operational change across Nordic and international businesses.
02
Leadership at scale
In previous roles, I have led organisations with up to around 450 employees and managed P&L of up to SEK 180 million. These are responsibilities from my employment, not client work delivered by REM.
I have been responsible for staffing, service levels, sales, budgets, suppliers and people. That practical experience shapes how I approach an assignment.
03
How I work
First, define the problem. Then look at what the evidence tells us, where it falls short and what choices the business actually has.
If the evidence does not support a conclusion, I will say so. If the work calls for expertise I do not have, I will recommend involving the right specialist.
04
Why I started REM
Many businesses have good people who are fully occupied running the operation. They need an experienced outsider who can take ownership of a specific problem or change.
That is where REM comes in. I take responsibility for the agreed work, while you retain control of your business.
Facing an operational challenge?
Tell me what is happening and the decision you need to make.