Operations Manager

• Feb 2022 - Present

Senior Consultant

• Jul 2019 - Dec 2020

• Created a go-to-market strategy for new consulting service offering and designed tool to be used on such projects: assessment tool to evaluate how an organization has responded to COVID-19 and identify key recovery steps• Created strategy for major Caribbean bank to launch customer complaints management portal. Delivered recommendations to improve current end-to-end complaints management process, designed UX/UI of portal, designed future-state processes, designed organizational / resourcing change management, communicated with tech architecture team to finalize cost estimates for business case, and provided regular status updates to stakeholders.• Led project management engagements for a Big 5 Canadian Bank, facilitating stakeholder engagement, completing project charter and artifacts, and ensuring timely delivery of projects• Created learning strategy frameworks and onboarding and learning & development road maps for major Caribbean bank Facilitated mapping sessions with clients across geographies (Canada, Singapore, Hong Kong, and the USA); ensured proper documentation of 850+ controls and 100+ systems for a Big Five Canadian Bank.• Conducted a service delivery efficiency review of the Economic Development Office of Ontario municipality through stakeholder engagement, document review, and jurisdictional research

MBA Consultant

• Jan 2019 - May 2019

Led a team of 5 in a Strategy study to provide recommendations on how the firm might differentiate themselves in Southeast Asia in a post-digital era. Conducted a competitive analysis of the digital consulting industry in the region, analyzed Southeast Asia’s current innovation ecosystem, and recommended opportunities for innovation, key markets, and post-digital trends to be leveraged. Led a team of 5 in a Strategy study to provide recommendations on how the firm might differentiate themselves in Southeast Asia in a post-digital era. Conducted a competitive analysis of the digital consulting industry in the region, analyzed Southeast Asia’s current innovation ecosystem, and recommended opportunities for innovation, key markets, and post-digital trends to be leveraged.

MBA Consultant

• Jan 2019 - Apr 2019

Conducted customer journey mapping, benchmarking analyses, and behavioural intervention design for a Canadian Bank’s Wealth Management Group. Analysed the competitive landscape, developed the customer journey of attaining a wealth adviser, and recommended behavioural interventions to nudge customers to set-up an appointment with a Wealth Advisor. Conducted customer journey mapping, benchmarking analyses, and behavioural intervention design for a Canadian Bank’s Wealth Management Group. Analysed the competitive landscape, developed the customer journey of attaining a wealth adviser, and recommended behavioural interventions to nudge customers to set-up an appointment with a Wealth Advisor.

MBA Intern

• Jan 2019 - Apr 2019

Conducted a jurisdictional scan, identifying leading practices in business talent across 10 jurisdictions. Completed report and presented key findings and recommendations to the Division's Senior Directors and the Ministry’s Deputy Minister, with the goal of developing the unit’s vision, purpose, and services. Conducted a jurisdictional scan, identifying leading practices in business talent across 10 jurisdictions. Completed report and presented key findings and recommendations to the Division's Senior Directors and the Ministry’s Deputy Minister, with the goal of developing the unit’s vision, purpose, and services.

MBA Consultant

• Sep 2018 - Nov 2018

Led team of 4 in the largest international Business Design competition.Conducted customer journey mapping, perspective taking, prototyping, market research and testing, product development (wireframe design and UX/UI design), product pitch, and stakeholder engagement.Team placed 2nd out of 50+ international MBA teams. Led team of 4 in the largest international Business Design competition.Conducted customer journey mapping, perspective taking, prototyping, market research and testing, product development (wireframe design and UX/UI design), product pitch, and stakeholder engagement.Team placed 2nd out of 50+ international MBA teams.

MBA Intern

• Mar 2018 - May 2018

Led a study focused on Industry 4.0 and Smart Manufacturing and provided recommendations on digitalization strategies for various manufacturing companies in the UAE. Study informed the firm’s strategies in public sector engagements (Dubai’s Smart City Strategy) and private sector engagements (consumer goods, food and beverage, manufacturing). Led a study focused on Industry 4.0 and Smart Manufacturing and provided recommendations on digitalization strategies for various manufacturing companies in the UAE. Study informed the firm’s strategies in public sector engagements (Dubai’s Smart City Strategy) and private sector engagements (consumer goods, food and beverage, manufacturing).

Senior Associate

• Feb 2017 - Aug 2017

• Led a team of 3 in the Strategy and Customer Domain Team on a major Current State Assessment of the country’s leading telecommunication company (with 66.7 million subscribers; $470.5 MM 2018 Net Income), focusing on strategy, customer experience, process review and process/ productivity improvement, review and improvement of policies and standards, systems documentation, and risk and control analyses. • Facilitated live walkthroughs and workshops with telecommunications client, mapped out processes, and reviewed team’s process maps, streamlining processes, maximizing efficiency, and standardizing methodologies and terminologies that impacted the client’s 66.7 million subscribers.• Identified gaps in complaints handling and troubleshooting processes and provided recommendations to improve process efficiency and enhance customer experience, resulting in a 50% reduction in duration and complaint frequency and a 40% reduction in resolution time. • Directly reported key findings and recommendations to the Chief Customer Officer and other C-Suites. • Supervised and mentored 6 Management Consulting interns, educating them on best practices on case engagement and presentation skills; mentored team won company case competition (top 6 interns out of 40)

Senior Associate

• Jul 2015 - Dec 2016

• Led multiple teams of 5-6 (total of 12 individuals) in IRM external audit engagements across industries such as consumer markets, industrial markets, hospitality, telecommunication, banking and insurance in assessing internal risks and controls and in aligning processes to industry best practices. Interacted with C-Suite level executives and Senior Managers of client counterparts. • Led external audit training for 35 staff members; was 1 of 4 selected out of 15 senior associates and managers to attend the Information Risk Management in External Audit Train the Trainer Training Seminar in Bangkok, Thailand. Rolled-out training sessions to Manila Practice. • Boosted overall firm efficiency of KPMG global firms by conducting assessment of design and operating effectiveness of the control documentation for Sarbanes-Oxley Audit and Cross Border Audit from different international KPMG firms for an external audit of a regional bank and enabling foreign KPMG firms to rely on local risk or compliance test procedures and results

Associate

• Sep 2013 - Jul 2015

• Prepared and reviewed formal reports and discussed results to client’s management (Senior Managers, Finance Controller, Chief Information Officer, and Chief Finance Officer) and KPMG management (Director, Partner), providing timely status updates and presenting final report, explaining conclusions and recommendations