Strategic Operations · English-Market Execution

IvyLiu.

Operations · Brand Strategy · AI Workflows · Legal Ops

I turn ambiguous business challenges into systems anyone can execute. From cross-border fraud crisis management to building HR infrastructure from scratch at a UK fintech startup — I walk into chaos and build order.

Hire one of me instead of a separate ops consultant, brand strategist, English content team, and AI integration specialist.

English-Market Operations Brand Strategy Systems Building AI Workflow Design B2B Development Cross-Border Risk Early-Stage Partner
3
Working Languages
4
Brand Strategy Cases
7
Cases — NeroPay + P&G
7+
Years Cross-Industry
NeroPay Cases — UK Fintech

Problem-solving records,
not job descriptions.

Each case represents a state of chaos or an unstructured brief — no SOP, no precedent, no lawyer, no system, or a client who needs answers their own team can't yet produce. I walked in and built something real.

Case A · Risk Management · Legal Ops
Cross-Border Merchant Fraud: Detection, Prosecution & Risk Controls
UK · Fintech · No Lawyers · Full English · Court Documents
NeroPay faced multiple cross-border merchant fraud incidents — no legal counsel, no precedent. I independently identified fraud patterns, built a complete evidence chain, drafted UK County Court Witness Statements, and designed systemic risk SOPs to prevent recurrence.
England & Wales County CourtWitness StatementOSINTChargeback Management0→1 SOP
Stats
2 claims filed · £12,014 total · 0 external lawyers · 6 weeks zero-to-filed
Exhibits
8 court exhibits · Stripe records · WhatsApp logs · KYC docs · OSINT media reports
Risk Management · Legal Operations
Case B · AI Workflow · Process Optimisation
AI-Driven Menu Data Automation Pipeline
UK · Fintech · Claude · 100 items / 5 min · Replicable SOP
Merchant menus arrived in chaos — scanned PDFs, screenshots, mixed-language documents. I designed a structured semi-automated AI workflow compressing 100-item menu processing to 5 minutes, with a replicable SOP for the whole team.
ClaudeStructured OutputCSV AutomationReplicable SOP
Result
5 min per 100 items · High accuracy post-QA · 0 extra headcount needed
AI Workflow · Process Design
Case C · People Operations · Compliance
Building Recruitment, Payroll & Onboarding Systems from Zero
UK · Fintech · No Existing HR Systems · End-to-End Independent Design · UK Labour Law Compliant
The company entered rapid growth with zero HR infrastructure. I built everything from scratch: multilingual job descriptions, candidate screening, structured interview frameworks, Offer Letters, payroll tracking, onboarding SOPs — all compliant with UK employment law.
Recruitment
Multilingual JDs → screening → structured interviews → offer management
Payroll
Self-built tracking, UK tax & NI, bank transfer coordination
Onboarding
SOP design, system guides, contact maps — new hires independent by week one
Compliance
Multi-jurisdiction NDA review, law firm coordination
People Ops · HR Design · Compliance
Case D · Commercial Strategy · Business Development
High-Value Client Bespoke Sales Proposals
UK · Fintech · 100% English · Bespoke per Client · No External Copywriters
For high-value prospects already using a competitor, a generic pitch wouldn't cut it. I designed fully customised English-language proposals — competitor analysis, bespoke pricing, ROI modelling, and visual design — independently, end to end.
Process
Client research → competitor mapping → custom pricing → full visual proposal document
Commercial Strategy · English Proposals
Case E · Marketing · Ad Ops · AI Tools
End-to-End Marketing: Strategy to Paid Ads to Content
UK · Fintech · Meta · Google · Print Ads · Higgsfield AI
One-person marketing department: market positioning, audience targeting, social content, and physical advertising — all run independently. Used Higgsfield AI for image generation and Claude for semi-automated copywriting without sacrificing brand quality.
Channels
Meta / Google paid ads · Social content · Print collateral · Merchant marketing advisory
AI Stack
Higgsfield (image gen) + Claude (copy) → replicable content SOP → 0 designers needed
Marketing · Ad Ops · AI Tools
Case F · Systems · Knowledge Management · Compliance Design
Designing a Knowledge Management Architecture for FCA-Regulated Environments
UK · Fintech · Google Drive · 9-Layer Architecture · FCA Audit-Ready · ISO 8601
The most common hidden risk in early fintech isn't missing systems — it's systems that grew crooked and can't be fixed. I designed a document management architecture with FCA audit logic at its core: anyone, at any time, can find the right version of the right document.
Design
Compliance-first: Corporate & Legal + Compliance & Risk isolated from daily ops
Naming
ISO 8601 standard + version control = single source of truth
Access
PII & banking data: Viewer-only. External sharing: CEO approval required.
Onboarding
Company Standards doc as single entry point for all new hires
Drive Architecture Overview
00_Company_Standards  ← All-staff baseline, first doc for new hires
01_Corporate_&_Legal  ← Restricted · CEO Office Only
02_Compliance_&_Risk  ← AML · KYB · Transaction Monitoring
03_Operations_&_CS  ← Internal SOP · External SOP · Hardware
04_Product_&_Engineering  ← Roadmap · Tech Docs · Product Lines
05_Sales_&_Marketing  ← Assets · Campaigns · BD
06_Finance_&_HR  ← Reports · Payroll · Contracts
07_Project_Management  ← Minutes · Current Projects
08_Archive  ← Superseded versions only
Systems Design · Knowledge Mgmt · Compliance
Case G · Consumer Strategy · Research Methods · Services Marketing
Procter & Gamble — Envie de Plus Cashback Programme Redesign MSc · University of Manchester
P&G France · External Consultant · Mixed-Methods Research · NVivo + SPSS · 7,500-word Consulting Report
Delivered an independent consulting engagement for Procter & Gamble France — diagnosing why Gen Z and Millennial consumers weren't engaging with the Envie de Plus digital cashback programme, and designing a research-backed strategic roadmap to improve awareness, UX, and long-term retention.
Research
15 semi-structured interviews · 48-respondent online survey · secondary desk research on French cashback market
Analysis
NVivo (reflective thematic analysis) · SPSS (descriptives, non-parametric tests, reliability checks)
Benchmarking
Competitor analysis across UX, personalisation, gamification, and sustainability — identifying specific P&G service gaps
Deliverable
7,500-word consulting report with phased implementation roadmap and feasibility assessment
Recommendations
On-pack awareness triggers · simplified cashback communication · gamified journey · opt-in personalisation · AI-driven support
Context
MSc Business Consultancy Project, University of Manchester · 2025
Consumer Research · Services Marketing · Consulting Strategy
Brand Strategy — Taiwan Market Experience

Strategy designed
to be executed.

In a multi-brand agency environment, I built B2B development systems, differentiated positioning, and content architectures across Wellness, EdTech, HR Tech, and Benefits. Strategies that don't stay in decks.

01 / 04

NESS Wellness

Corporate Wellness · B2B Development System

Designed a complete enterprise client acquisition mechanism for NESS — allowing team members with no sales background to reach and engage corporate HR contacts effectively.

B2B SystemTarget Role MappingOutreach SOP
Case 01 — NESS Wellness

Making "find clients for a brand" into a system anyone can execute

A Taiwan agency took on NESS's corporate wellness promotion and needed to build a B2B client acquisition mechanism from zero. The challenge: most executors had no sales background, yet needed to efficiently identify enterprise contacts and generate genuine interest.

"How do you make someone who doesn't know sales get a decision-maker to say 'tell me more'?"
01
Find the Right Person

Defined 6 target roles (HR, L&D, ESG, Admin, Department Heads, Medical/Education), each with its own prioritisation logic and outreach sequence.

02
Generate Interest, Not a Pitch

Designed 9 lead-source strategies (LinkedIn, job boards, company websites, FB communities, trade associations, events). Built separate low-pressure message templates for HR, Admin, and Manager personas.

03
Clear Handoff Trigger Points

Listed all "interested" signals. Once met, immediately hand off — no chasing, no progress tracking. Task complete at handoff.

Core Design Principles
  • Don't mention the brand first — confirm the need
  • Never quote pricing or describe courses
  • Clear stop point: handoff = done
  • Reduce executor decision cost to near zero
9 Lead Sources
  • LinkedIn (foreign companies)
  • 104.com.tw (local SMEs)
  • Company website HR mailbox
  • Facebook HR communities
  • Trade association member lists
  • Existing client industry expansion (highest success rate)

"Data measures execution results. This document shows the system that makes results possible."

02 / 04

WUWOW × TutorABC

EdTech · Campus KOC + Social Repositioning

Differentiated positioning for two English learning brands, a campus ambassador programme, a three-layer social content strategy, and a three-stage venue partnership outreach model.

Brand PositioningKOC ProgrammeSocial StrategyEdTech
Case 02 — WUWOW × TutorABC

Two brands, two positionings, one complete student penetration strategy

TutorABC emphasises quality and certification; WUWOW emphasises fun and agile learning. My work was to clarify the differentiation and design separate student market entry points for each brand.

"WUWOW memes drive traffic — but people laugh and leave. The real problem: who actually trusts a brand enough to pay to learn English?"
01
Campus KOC Recruitment

Designed ambassador recruitment mechanism and incentive structure (course credits → digital certificates → internship referral pathway). Packaged referrals as a "Campus Marketing Lab" to avoid MLM feel.

02
Three-Layer Social Architecture

Acquisition (high-engagement short video) → Retention (series knowledge posts) → Conversion (CTA + free resource packs). Each layer has a distinct function — no mixing.

03
LinkedIn Digital Badge Differentiation

Let students add TutorABC credentials to LinkedIn profiles — upgrading the platform from "course provider" to "résumé enhancement tool".

Positioning Difference
  • TutorABC → Professional, certified, workplace English
  • WUWOW → Fun, agile, speaking-focused, students
  • Combined = Top-down + Bottom-up strategy
KOC Programme KPIs
  • First cohort: 10 campus ambassadors
  • Each produces ≥2 UGC content pieces
  • 2–3 campus events, each reaching ≥100 students

"Package referrals as growth, not sales — make students feel they're joining a community, not doing business development."

03 / 04

Apollo (MayoHR)

HR Tech · Foreign Enterprise Market Entry

Analysed positioning gaps in Taiwan's HR software market, identified the strategic gap for entering the foreign enterprise segment, and proposed a concrete action plan from content strategy to decision-chain penetration.

Market AnalysisB2B MarketingHR TechForeign Enterprise
Case 03 — Apollo (MayoHR)

Strong product. Foreign enterprises aren't buying. The problem is messaging, not the product.

Apollo's HR system has clear advantages in Taiwan regulatory compliance and full-stack integration — theoretically perfect for foreign companies in Taiwan. But LinkedIn content had almost no engagement. They were speaking the language of local Taiwanese HR, not foreign decision-makers.

"A foreign HR Manager doesn't want a feature list. They want: what KPIs can this system help me show to HQ?"
Diagnosis
The Positioning-Marketing Gap

Apollo has everything to penetrate foreign enterprises (ISO27001, automatic local law updates, full-module integration), but messaging targets local SMEs — missing foreign HR/Finance's need-language entirely.

Entry
Three Levels of the Foreign Enterprise Decision Chain

Global HR/IT sets standards → Regional HR/IT screens solutions → Local HR uses daily. Strategy: reach local HR first, equip them with English materials to pitch to HQ.

Content
Content Restructuring Direction

Bilingual white paper on Taiwan HR regulatory pain points for foreign firms. KPI-framed case titles: "Payroll processing time cut 40%, avoided significant labour inspection fines".

Apollo's Entry Advantages
  • Auto-updates for Taiwan Labour Standards Act
  • ISO27001 — passes foreign enterprise IT audits
  • Full-module single platform integration
Root Causes of Low Foreign Penetration
  • LinkedIn content audience = local HR only
  • No English content or foreign company case studies
  • Missing the KPI language of foreign decision-makers

"Win local HR first, then give them English materials to advocate upward to HQ."

04 / 04

Multi-Brand Strategy

Multi-Brand Operations · Agency Architecture Design

Coordinated B2B promotion strategy across NESS, Fully, Apollo, and WUWOW/TutorABC — designing cross-brand collaboration frameworks, weekly social publishing systems, and a three-phase speaker commercialisation roadmap.

Multi-BrandSocial SystemsCommercialisationAgency Ops
Case 04 — Multi-Brand Strategy

Building agency operating architecture across four brand verticals

Simultaneously managing strategy across employee wellness (NESS), flexible benefits (Fully), HR software (Apollo), and English education (WUWOW/TutorABC). This case demonstrates unified operating logic with differentiated promotion strategies in a multi-brand environment.

"An agency doesn't start from scratch with each brand — it finds the same enterprise contacts and responds to different needs with different brands."
Structure
Planning Team vs Enterprise Team Division

Brand planning handles strategy and materials; enterprise team handles outreach, contact, and pipeline. Clear ownership means everyone works in their highest-value zone.

Social
5–6 Posts/Week Content Architecture

Monday: educational; Tuesday: lifestyle; Wednesday: interactive; Thursday: people stories; Friday: resources. Optimised posting times with A/B testing built in.

Revenue
Three-Phase Speaker Commercialisation

Short-term (personal brand, SME targeting) → Mid-term (platform speaker + bundle selling) → Long-term (certification system + licensed modules), with dual revenue: live sessions + subscription recordings.

Brand Verticals
  • NESS — Corporate Wellness / EAP
  • Fully — Digital Flexible Benefits Platform
  • Apollo — HR Tech / HRIS
  • WUWOW/TutorABC — EdTech
Shared Target Clients
  • Foreign firms, tech, finance: high budget, ESG-focused
  • Fast-growth startups: need systems, lack HR expertise
  • Healthcare, manufacturing: heavy compliance pressure

"Different brands, same enterprise contact — learn to knock the right door in the right order."

Skills — Cross-Domain Capabilities

Every skill has a
real deliverable floor.

I don't pursue 100 in one domain. But I can reach a deliverable 80 in each — fast. That's the core value of a genuine generalist.

⚖️
Legal & Crisis Operations
Fintech · UK Market · Fraud Cases
Cross-border fraud management, compliance document review, law enforcement liaison, evidence chain construction. Independently completed UK County Court format documents with no legal counsel, then built systemic security SOPs.
🤖
AI Workflow Design
Claude · Higgsfield · ChatGPT · Perplexity
Using AI as a genuine productivity multiplier. Semi-automated data processing with Claude, image generation with Higgsfield replacing photographers — identifying where AI adds most value and designing replicable semi-automated pipelines.
🌐
Full English Business Execution
Legal Docs · Proposals · Vendor Comms · Content
Not just fluent English — representing your company effectively in English-language markets. From legal documents to sales proposals, vendor negotiation to brand content, handled independently end-to-end.
📊
Brand Strategy Design
B2B · EdTech · HR Tech · Wellness · Multi-brand
From market analysis to executable SOPs — designing differentiated positioning, development systems, and social strategies for agency-represented brands. Strategies that get implemented, not just presented.
📣
Marketing Strategy & Ad Operations
Meta · Google · Print · Merchant Marketing
Hands-on paid advertising, audience analysis, physical ad design, and end-to-end merchant marketing advisory. Understanding brand premium logic — never sacrificing brand quality for short-term conversion rates.
🏗️
Early-Stage Full-Stack Operations
Sub-10 Headcount · Zero-to-One · English Markets
Recruitment, payroll, compliance, logistics, advertising, document systems, new hire training — running a company on self-built SOPs in a zero-system environment. A rare compound experience most people never accumulate.
How I Work — Thinking Framework

Three consistent frameworks
behind every project.

Whether it's fintech operations or brand strategy, I enter every chaotic situation with the same thinking logic.

01
Ask "why not" first
Before designing a process, I define the boundaries — what this person shouldn't be doing often clarifies what they should. Defining exclusions reduces execution friction and raises success rates more than any instruction list.
02
Decompose fuzzy requests into dimensions
A brief like "help the brand find clients" gets decomposed into: who's the target (role) × where to find them (source) × what to say (message) × when to stop (handoff trigger). Once decomposed, anyone can execute.
03
Design testable hypotheses
Every strategy should be verifiable. I embed KPIs, A/B test logic, or milestone checkpoints at design time — so whoever comes after me can track and adjust, even when I'm not in the room.
Writing — Thinking in Public

How I
see the world.

I write long-form essays every few weeks. Topics span organisational design, cross-cultural business, AI tools in practice, and personal philosophy. Not content marketing — it's how I think.

Business Observation
How I Handled a Cross-Border Fraud Case in the UK — Without a Lawyer
When fraud hit, most people's first instinct is to call a lawyer. But what if you're a three-person company, in the UK, and it's never happened before? This piece documents how I independently built the evidence chain, drafted court documents, and coordinated with law enforcement — and the decision framework I took away.
March 2026
Read →
Operations Thinking
The Most Common Document Management Mistake Early Startups Make
"We'll organise it later" is the most expensive sentence in a startup. This essay analyses common document management failures and how I designed an FCA-audit-logic-driven knowledge architecture that scales from 3 to 30 people.
March 2026
Read →
AI in Practice
Why Your English Marketing Copy Doesn't Convert — and What AI Can (and Can't) Fix
Many non-native brands' English copy reads like a direct translation. This isn't just a language problem — it's a cultural context problem. Exploring the fundamental difference between English-market persuasion logic and where AI accelerates the fix.
Coming Soon
Soon
Workplace Structure
Feeling Suffocated at a Big Company Isn't a Personality Problem
On the structural misfit of "chaos-adaptive" personality types in institutional environments — and why the same people thrive in early-stage startups. A framework-driven analysis, not a rant.
March 2026
Read →
Services — What I Offer

Cooperate with me,
don't just hire me.

I am open to consulting engagements — not becoming another approval-waiting employee inside your org. If you need someone who can walk into chaos, and push execution forward, let's talk.

01
Early-Stage Operations Audit
For teams under 10: map current operational blind spots, build baseline SOP architecture, identify the highest-priority systems to formalise first.
→ Early-stage startups
02
English-Market Business Support
Help brands enter English-language markets: full English proposal writing, vendor communication, compliance documentation, bespoke sales strategy.
→ Overseas market expansion
03
AI Workflow Implementation
Help 5–20 person organisations identify highest-ROI automation opportunities, design practical semi-automated pipelines, and reduce repetitive labour costs.
→ Brands needing efficiency gains
04
Brand Strategy & B2B Development
Build executable B2B development mechanisms, differentiated positioning, and social content architecture — strategies that get implemented, not just presented in decks.
→ Agencies · Multi-brand companies
05
Industry Research & Market Reports
Research support for market entry decisions or investment pitches — competitor analysis, industry trends, target market sizing. Full English output, delivered as a ready-to-use document.
→ Startups entering new markets
06
Process Design & SOP Architecture
Build executable, handoff-ready standard operating procedures from zero — onboarding, customer service, compliance, HR — for teams with no existing systems.
→ Scaling or transitioning teams
About — Background

Cross-language,
cross-industry.

My background is genuinely varied — seven years of teaching, English education, fitness training, cross-national work, then into marketing strategy and fintech operations. These experiences trained me to think from the user's perspective, not just the brand's.

Working at a Taiwan brand strategy agency taught me to build a complete pipeline from analysis → strategy → executable SOP. Working at NeroPay UK taught me to build a functioning company skeleton from zero in a zero-system environment.

Currently building my own strategic consulting practice, focused on helping early-stage brands — particularly those navigating English-language markets for the first time.

EnglishTraditional ChineseJapanese
External Consultant — Envie de Plus Cashback Programme
Procter & Gamble France · MSc Business Consultancy Project, University of Manchester · 2025
Delivered a 7,500-word consulting report for P&G France on redesigning their digital cashback programme for Gen Z and Millennial consumers. Conducted mixed-methods research (15 interviews, 48-respondent survey), ran NVivo thematic analysis and SPSS quantitative tests, benchmarked competitors, and developed a phased strategic roadmap covering gamification, personalisation, simplified UX, and ethical positioning.
Operations & AI Workflow
NeroPay · UK Fintech Startup
Merchant development, fraud case management, AI process optimisation, marketing campaigns, HR system architecture, compliance documentation, and business development for Middle Eastern and Turkish restaurant merchants. Built every operational system from zero.
Brand Strategy Project Manager
Taiwan Marketing Agency (NESS, WUWOW, Apollo, Fully)
Multi-brand strategy planning and brand integration proposals. Designed executable B2B development systems, social content architecture, and KOC programmes for agency-represented brands across wellness, EdTech, HR tech, and benefits.
English Teacher / Cross-Cultural Education
Multiple Countries · 7 Years
Built cross-cultural communication capabilities and a teaching background that trained me to decompose complex concepts into digestible forms for different audiences — a skill that translates directly into strategy and systems work.
Contact

Looking for someone
who solves chaos?

I'm open to a limited number of consulting partnerships and long-term collaborations. If you're an early-stage founder, a brand needing cross-border support, or have any idea worth discussing — tell me your situation.

Languages
English · 繁體中文 · 日本語
Time Zone
UK / Taiwan — Flexible Remote
Engagement Types
Consulting · Project · Long-term Retainer
Connect