Parmveer Khangura
Case Management Officer @Ontario Government | Gouvernement de l’Ontario
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WORK HISTORY
Case Management Officer @Ontario Government | Gouvernement de l’Ontario
Manage a high-volume portfolio of complex and escalated cases, requiring detailed investigation, compliance monitoring, and enforcement actions under provincial legislation.• Conduct in-depth file reviews and analyze financial and legal information to determine appropriate enforcement strategies or resolution pathways.• Engage with clients, legal representatives, and external stakeholders to gather information, clarify obligations, resolve issues, and guide next steps.• Maintain accurate, timely case documentation across multiple government systems, including updating file status, issuing notices, and processing payments.• Assess compliance and risk factors, escalating cases for legal action or enhanced enforcement where required.• Apply legislation, policy, and program guidelines to support fair, consistent, and informed decision-making.• Support service excellence by assisting with complex inquiries, providing guidance to Tier 1 staff, and contributing to continuous improvement initiatives.• Collaborate with internal teams, legal partners, and support services to ensure timely resolution and uphold program integrity.• Demonstrate professionalism, empathy, and strong communication skills when handling sensitive and emotionally charged situations.
EDUCATION
York University
Bachelor of Arts (B.A.), Liberal Arts and Sciences, General Studies and Humanities
York University
Minor, Marketing
SKILLS
ABOUT PARMVEER KHANGURA
With over 12 years of experience across retail, inside sales, business development, program support, and marketing, I bring a diverse and results-driven background to my current role in case management. Throughout my career, I have focused on resolving complex client matters, coordinating multi-step processes, and supporting programs that require accuracy, accountability, and effective communication.In my current role, I manage sensitive and time-critical cases involving financial records, client communication, entitlement assessments, and documentation review. I analyze account information, resolve discrepancies, and clearly explain outcomes while ensuring compliance with detailed policies and procedures. This work requires strong judgment, analytical problem solving, and the ability to manage difficult conversations with professionalism, empathy, and consistency. By working with multiple internal stakeholders, I ensure accuracy of information, proper record updates, and timely resolution of inquiries.Previously, as an Account Manager at Air Canada, I managed key partnerships with national brands such as Bell, Starbucks, LCBO, and Uber. This included administering promotional terms, developing marketing and program codes, handling requests through ServiceNow, and managing the Givex platform. I led execution of partner initiatives, including end-to-end coordination of program orders, invoicing, reconciliation, credit requests, and ongoing servicing. I also managed employee loyalty program conversions, ensuring accurate data reconciliation and alignment with operational and financial teams.I worked closely with Partner Marketing to review campaign materials, maintain timelines and budget alignment, and support execution of strategic initiatives. I also maintained partnership documentation via SharePoint and contributed market and competitor insights to support program direction. Collaboration with Analytics teams further strengthened forecasting accuracy, program evaluation, and continuous improvement of campaign performance.I am driven by service excellence, continuous learning, and results-oriented execution. My background in case management, corporate account coordination, technical program support, and stakeholder communication enables me to understand operational needs, communicate clearly, and deliver meaningful outcomes. I excel at building relationships, managing detailed workflows, and aligning activities across teams to support long-term success and organizational objectives.
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