As a National Operations Director, I drove consistency, operational maturity, and financial improvements by streamlining processes, conducting root cause analysis, and providing training to employees. I identified financial risks early on and take corrective action, while establishing program management processes for VIP clients to improve project management and client support. I also reorganized critical processes to enhance efficiency and revamp overall organizational performance.My accomplishments within this role are following:• Improved labour utilization by 18% cross-functionally and nationally for more efficient use of resources.• Managed procurement and management of ~75 vehicles across country through efficient fleet management.• Created and directed vendor management process for approximately 100 vendors and subcontractors with annual spending of over $2M to accomplish better vendor management and cost savings.• Increased labour profit by 50% aimed at achieving higher profitability and stronger financial performance.• Developed and implemented operations core playbook process to provide step-by-step guide for standard operating procedures of Canadian Integration Group, while ensuring consistency and quality across operations.• Oversaw Net Promoter Score (NPS) process in Canada, thereby guaranteeing compliance with established standards, monitoring performance metrics, and implementing corrective actions to improve overall customer satisfaction.

Took a well-deserved career break to spend quality time with family.

As a Senior Manager at CIBC Global Operations & Intria, I successfully led technological and operational changes across multiple work streams and products. I streamlined internal delivery services, oversaw transportation operations for all CIBC locations across Alberta, and facilitated the implementation of efficient receipt, control, processing, and exchange of high-value physical items and electronic data. Through targeted strategies, I significantly improved HR and operational annual KPIs, including reducing absenteeism through an inclusive employee wellness program, decreasing employee turnover through engagement surveys and additional training and support, and boosting client satisfaction with improved communication and customer service initiatives. Selected for the CIBC Talent Management Program, I am proud to have contributed to the success of the organization. A section of my key contributions includes:• Directed execution of Lean/Sigma-based program to enhance process efficiency, product quality, and customer satisfaction as a former Chair of National PPCP Committee.• Led and contributed to multiple director-level national business case projects from 2013 to 2016 through strategic planning and execution.• Achieved/surpassed direct operating expense budget of up to $4M consistently from 2011 until exit.• Implemented robust processes to handle high volumes and very high-value transactions within tight timelines and managed nightly Inter FI (financial institution) exchange effectively.• Monitored strict governance controls to ensure excellence in risk and loss management.• Developed and presented comprehensive KPIs for operation centre, including people, processes, and technology as well as high-security facility management.

As Senior Operations Manager, I successfully relocated 120 employees in response to the relocation of three business units by collaborating with cross-functional teams. I prioritized employee satisfaction initiatives to promote a positive and engaged workforce, while driving business growth and development. Additionally, I crafted detailed disaster recovery plans for all functional groups operating within the site.My key successes in this role are:• Achieved remarkable results by surpassing annual targets for revenue, labour cost, operating profit, and client satisfaction.• Drove exceptional performance across all site operations, including financials, client KPIs, recruiting/staffing, training, facilities management, and international volume allocations by heading key initiatives and leading cross-functional teams to deliver outstanding results.• Executed multiple program launches to accomplish exemplary performance across several major accounts.Additional Experience- Senior Operations Manager, Microsoft Customer Service, Office/Outlook and Operating System Support and US Healthcare, Convergys, New Glasgow, NS- Operations Manager, Microsoft Customer Service Convergys, New Glasgow, NS