Vik M.
Senior Operational Effectiveness Manager @OLG
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WORK HISTORY
Senior Operational Effectiveness Manager @OLG
Toronto, ON, CA
Reporting to the VP, Operations, led various initiatives to reduce dependency on disjointed systems that led to reporting errors and communication breakdowns. Established robust information and data pipelines and implemented lean processes that focused on delivering strategic value to the organization- Engaged with frontline employees to enhance CRM functionality and standardize operational procedures- Led development of the first of its kind online platform to improve customer experience while significantly improving backend operations and SLAs, which now exceed 90%- Automated KPI reporting that provides live insights to all relevant stakeholders.
EDUCATION
Georgia Institute of Technology
Master of Science - MS
McMaster University
B. Eng.
York University - Schulich School of Business
Master of Business Administration (MBA)
ABOUT VIK M.
Hi, I am Vik. I am a skillful leader with experience in developing effective processes and KPIs, solving complex problems, and coordinating teams to meet profit goals, efficiently allocate resources, and maximize revenue. I am expert at managing and delivering projects that focus on maximizing operational efficiency, minimizing supply chain disruptions, standardizing processes, and improving quality standards. Throughout my career, I have honed my skills to become adept at solutions that are not only data driven but also cognizant of organizational culture. I have also conducted effective training and development programs for staff, as well as provided leadership to teams for achievement of performance targets and on-time completion of projects.
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