Babalpreet Kaur
Operations Manager
Waterloo,Canada
Summary
Goal-driven Operations Manager with over 7 years of experience in operations and product management, and tactical business leadership. Offers expertise spanning business administration and change management, achieving optimal results with competent planning, organization, and solutions-oriented approach while driving business growth, profitability, and strategic alliances. Diplomatic leader and analytical thinker able to inspire and cultivate productive working relationships with employees and partners.
Overview
12
12
years of professional experience
5
5
years of post-secondary education
3
3
Certifications
Work History
Operations Manager
SkipTheDishes
10.2017 - Current
- Directly managing and leading a team of 18 team leads and 180 team members in a high- performance international operations environment
- Increased employee productivity by 15% in H1 by proactively implementing process improvements, innovative solutions and trainings to meet the road to profitability
- Drove ~4% reduction in inbound contact volume resulting in a quarterly FTE reduction of 2.5% in collaboration with the cross-functional, product, and safety and compliance teams
- Built and reviewed master service agreements and business SOPs, and set KPI targets to align with the operational and organization goals
Board Member
SWFIC
06.2021 - Current
- Approving and monitoring the organization’s programs and services and enhancing the organization’s brand image
- Ensuring strong fiduciary oversight on budgeting and financial management including establishing compensation for executives
- Offering expertise on employee and business development plans to enhance implementation and routine oversight
- Serving as advocate and ambassador for organization by fully engaging, identifying and securing resources and partnerships to advance mission
Operations Team Lead
SkipTheDishes
10.2017 - 12.2020
- Led and managed an Escalations Team and the Centre of Excellence for Menulog Operations, Australia
- Performance managed team members and drove the operational KPIs displaying a 25% increase in service levels
- Planned and forecasted bi-weekly task assignments in a realistic yet time-efficient manner that allowed the teams to deliver 97% of the MVP on the operations roadmap
- Conducted root cause analysis on service quality scores, identified the key opportunity areas and drove team quality score by 20% in a 4 month period.
Product Owner
ECHO India
01.2014 - 07.2016
- Partnered with Product Marketing, Planning, and Software Engineers to deliver products aligned to the organization's vision and deliver customer excellence
- Provided support during the feature and release testing for quality assurance of 3 key products, one of which included launching phone masking to enhance customer and employee privacy
- Developed visual roadmaps and product documentation to communicate and align key components of upcoming features and products to internal teams
Education
Post Graduate Diploma - Applied Human Resources Management
University of Manitoba
Winnipeg, MB 01.2017 - 01.2018
Post-Degree Certificate - Healthcare Reporting & Health Systems Management
Fanshawe College
London, ON 01.2016 - 01.2017
Bachelor’s Degree - Data & Statistics, Biomathematics and Bioinformatics
Panjab University
Chandigarh, India 01.2013 - 01.2016
Skills
Data Analysis & Strategic Planning
Certification
Mental Health First Aider
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Judge a man by his questions rather than his answers.
Voltaire
Timeline
Board Member
SWFIC
06.2021 - Current
Mental Health First Aider
02-2021
Agile Project Management
01-2021
Six Sigma Foundations
11-2020
Operations Manager
SkipTheDishes
10.2017 - Current
Operations Team Lead
SkipTheDishes
10.2017 - 12.2020
Post Graduate Diploma - Applied Human Resources Management
University of Manitoba
01.2017 - 01.2018
Post-Degree Certificate - Healthcare Reporting & Health Systems Management
Fanshawe College
01.2016 - 01.2017
Product Owner
ECHO India
01.2014 - 07.2016
Bachelor’s Degree - Data & Statistics, Biomathematics and Bioinformatics
Panjab University
01.2013 - 01.2016
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