Business Operations Lead - IBM Canada Ltd.
(2014-01)
Canadian GBS Resource & Capacity Management Leader • Canada Strategy & Analytics Capacity Manager • North American Business Analytics Professional Optimization Manager Led workforce planning and resource management activities supporting large, geographically dispersed employee populations, balancing workforce capacity, individual skills, and business demand.
- Monitored workforce information for 400+ professionals, reviewing skills, availability, utilization, and business demand to identify resource challenges and support timely action.
- Worked with employees, leaders, and resource teams to understand individual circumstances, clarify workforce processes, and coordinate next steps related to assignments and resource status.
- Reviewed available employees, open opportunities, and skill requirements with resource and business teams to identify potential matches and address workforce gaps.
- Tracked employees experiencing extended periods without assignments and worked with leaders and internal partners to identify placement actions and follow up on progress.
- Provided coaching, feedback, and process guidance to team members and colleagues, adapting knowledge transfer based on individual experience and understanding.
- Maintained accurate workforce information and developed dashboards and performance reporting to track utilization, capacity, resource movement, and emerging workforce concerns.
Program Manager, Business Operations - IBM Canada Ltd.
(2008-01 - 2014-12)
Coordinated national programs and operational initiatives requiring cross-functional collaboration, communication, analysis, and performance tracking.
- Worked with leaders and cross-functional teams to research operational issues, clarify requirements, and coordinate appropriate next steps.
- Built effective stakeholder relationships through clear communication, responsiveness, and consistent follow-through.
- Coordinated program activities, communications, documentation, and reporting across geographically dispersed teams and changing business priorities.
- Developed and facilitated onboarding, training, and knowledge-sharing sessions to improve understanding of business processes and expectations.
- Analyzed performance information and prepared reports, insights, and recommendations to support leadership decision-making.
- Improved reporting and workflow practices through automation and process redesign, reducing manual effort by approximately 40 hours per month.
Business Controls Analyst & Operations Team Lead - IBM Canada Ltd.
(2003-01 - 2008-12)
Held progressive roles supporting team performance, employee development, operational controls, and service delivery within structured business environments.
- Provided day-to-day guidance, coaching, and problem-solving support to team members, helping resolve complex issues and maintain service expectations.
- Monitored work progress and performance measures, followed up on missed targets, and supported timely resolution of outstanding activities.
- Developed and delivered onboarding, process training, and education resources, adapting guidance to varying levels of employee knowledge and experience.
- Served as a point of contact for complex process and operational questions, engaging appropriate internal partners when additional expertise was required.
- Maintained detailed documentation, tracked issues and corrective actions, and supported strong audit and compliance results.
- Worked across Finance, Sales, Legal, and operational teams to investigate concerns, resolve problems, and improve processes.
Peer Health Coach - Canadian Cancer Society
(2025-01)
Completed formal training in intake-style conversations, goal setting, motivational interviewing, and resource navigation.
- Use active listening and supportive communication to understand individual goals, concerns, and barriers.
- Maintain appropriate documentation and follow established program guidelines.
Volunteer Tutor - Toronto Public Library
(2026-01)
Provide one-on-one literacy support through individualized, goal-focused tutoring sessions.
- Develop and adapt learning activities based on learner progress, needs, and feedback.
- Build trust through patient communication, active listening, and consistent follow-through.
Additional Community Experience - Multiple Organizations
- Junior Achievement Facilitator
- Youth Soccer Coach
- Parent Council Co-Chair
- Running Club Coordinator
- IBM Employee Charitable Fund Treasurer
