Mujda Rasoul
Vice President of Service and Operations @Peninsula Canada
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WORK HISTORY
Vice President of Service and Operations @Peninsula Canada
Toronto, ON, CA
Reporting to CEO & Global Board of Directors. Board-facing executive with P&L accountability and national leadership of 10+ cross-functional teams across Operations, Human Resources, Health & Safety, SaaS, AI, HRIS, Client Success, Customer Service, Sales Support, Onboarding, Retention, Billing, Contact Centre, Training & Development (L&D), & Content Development. •Scaled Canadian footprint from 3 to 12 provinces/territories; expanded client base 1,100% and revenue 700%, positioning Peninsula as the industry leader in HR consultancy and SaaS-enabled service delivery. •Implemented Salesforce CRM Service (Email-to-Case, SLA routing, knowledge repository), achieving 8-sec ASA, 0.4% abandon rate,+50% FCR. •Implemented BrightHR SaaS HRIS and AI BrAInbox Q & As, 800+ learning videos), achieving 74% adoption, boosting compliance, and lifting retention by 17%. •Deployed a national service delivery model (SLAs, KPIs, OKRs, SOPs, QA audits, bonus structures), enabling scale across Canada. Results: 25% faster onboarding ramp-up, 40% reduction in operational errors. •Built Enterprise client program, mitigating churn 8%, increasing renewals 18%. •Designed and executed an upsell/retention engine, delivering $6M ARR revenue without FTE increase. •Created a Sales Support SME function, increasing sales conversion 75%, reducing disputes 30%.•Launched onsite HR outsourcing services (investigations, mediations, training) with legal-grade governance standards. •Partnered with customers across 19 sectors: healthcare, technology, financial services, hospitality, manufacturing & transportation, providing strategic Human Resources & operational expertise. •Implemented workforce management infrastructure, policies, handbooks, contracts, health & safety, SOPs, job architecture & training. Specialized expertise in supporting not-for-profits, healthcare, & unionized environments, leveraging both formal education and practical leadership experience.
EDUCATION
McMaster University
Employment Relations, Business, Human Resources
ABOUT MUJDA RASOUL
Strategic and results-driven executive with extensive experience leading large-scale Operations, Human Resources, and Client Success functions across SaaS, consulting, and technology-driven organizations. Over the past decade, I have built high-performing teams, scaled service delivery models, and driven enterprise transformation through innovation, analytics, and execution excellence.I have worked with startup and established firms alike, scaling operations, people, and processes to achieve profitability and long-term growth. My career spans global markets, working across Canada, the United States, the United Kingdom, Ireland, Australia, and New Zealand to deliver performance-driven solutions that align people, systems, and strategy.My expertise covers the full employee and client lifecycle from HR and compliance to onboarding, service delivery, and retention. I have implemented Salesforce CRM and HRIS systems, launched AI-driven service platforms, and developed operational frameworks that strengthened client retention, efficiency, and profitability.Throughout my career, I have built and redefined service delivery frameworks, implemented enterprise technology platforms, and led large-scale change initiatives that improved retention, efficiency, and client satisfaction. I have led diverse, multi-disciplinary teams delivering HR, Health and Safety, and business consulting across every major industry, building a culture of accountability, precision, and high performance. I develop leaders who perform at the highest level and design systems that deliver sustainable results at scale.
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