Rania Al-Khooly

Program Delivery Director (Delivery Lead for Air Canada)

Serverless Guru

Mar 2025 - Current (1 year 4 months)

Serving as strategic delivery partner to Air Canada leadership, translating business priorities into actionable roadmaps and measurable outcomes Developing governance frameworks, executive reporting, and structured communication practices to strengthen visibility and accountability Leading enterprise-wide modernization programs focused on enhancing customer experience, driving automation, improving operational efficiency Driving cloud optimization initiatives, reducing infrastructure costs through Lambda tuning, Glue job optimization, and architecture modernization Delivering a centralized platform for real-time aircraft event tracking, enabling cross-system integration and improving maintenance turnaround Leading contact centre transf

Lead Program Manager

Porter Airlines Inc

Sep 2024 - Mar 2025 (7 months)

Led a team of project managers delivering enterprise modernization initiatives across IT, finance, and operational systems Drove end-to-end delivery of digital solutions that replaced legacy platforms, improved customer and employee experience, and enabled scalable growth Oversaw program governance, stakeholder engagement, vendor management, and cross-functional alignment to ensure timely, high-impact execution Fostered a team culture grounded in collaboration, continuous improvement, and shared accountability Established clear, repeatable delivery processes and reporting practices to drive consistency, transparency, and operational excellence

Manager - Program Development (Human Services Integration)

City of Toronto

Jan 2024 - Oct 2024 (10 months)

Advanced the mandate of Human Services Integration to simplify the resident experience, modernize systems, and coordinate delivery across housing, child care, employment, and financial supports Led strategic development and cross-divisional implementation of integrated services to improve access, equity, and outcomes for Toronto residents Acted as a key connector across policy, program, and operations—translating strategy into initiatives that reduced duplication, closed service gaps, and supported life stabilization Directed a team in end-to-end program development, from concept to execution—including service design, stakeholder engagement, business case development, and change management Spearheaded modernization and equity initiative

Head of Outreach & Development

Nisa Homes

Jan 2023 - Jan 2024 (1 year 1 month)

Nisa Homes is a not-for-profit charity that provides a safe haven and support services for women, with or without children, who are fleeing domestic violence, poverty, or seeking asylum. Nisa Homes envision a flourishing community in which help is available, shelter is attainable, and healing is possible. - Lead a team of Regional Managers across Canada that manage events, workshops, donor relations, and stakeholder management - Develop and oversee community outreach strategy including government relations, media relations, funders, service providers, donors, community partners and other social services - Develop a volunteer engagement strategy for Regional Managers to recruit, mobilize, and retain volunteers for events, seminars, fundrai

Manager - Strategy, Insights & Planning (Customer Experience Division)

City of Toronto

Jan 2023 - Jan 2024 (1 year 1 month)

The Strategy, Insights & Planning (SIP) team plays a crucial role in driving exceptional customer experience (CX) delivery across the City by developing personalized, enhanced, and standardized approaches. Our primary goal is to support the creation and implementation of strategic initiatives that optimize CX for residents and businesses in Toronto. The SIP team fulfills three main functionalities: 1. Strategic Policy & Standards: - Spearheading the development of comprehensive CX strategies by establishing City-wide policies, standards, and procedures. - Providing guidance and frameworks to ensure consistent and exceptional customer experiences across all divisions. 2. Strategic Governance and Insights: - Overseeing the governance stru

Management Consultant (Customer Experience Division - Strategy, Insights & Planning)

City of Toronto

Oct 2022 - Jan 2023 (4 months)

The CXD aims to improve the City of Toronto’s service delivery by providing simple, omnichannel, and responsive customer experiences. The SIP teams’ goal is to support the creation of personalized, improved, and standardized approaches to customer service delivery across the organization. -Responsible for helping senior leadership make decisions, set priorities, and measure success by conducting research, data/financial analysis, options analysis, governance and organizational design, business process reviews, and stakeholder consultations. -Provides policy analysis, formulation, coordination, and advice to the Deputy City Managers, Division Heads, and senior managers regarding programs, services, and organization at both a strategic and o

Management Consultant (Deputy City Manager Office - Strategic Policy & Planning)

City of Toronto

Jun 2021 - Oct 2022 (1 year 5 months)

Who are we? The Strategic Policy & Planning section is a small but dynamic team that supports the Deputy City Manager, Corporate Services, in driving strategic projects and priority transformation initiatives. In doing so we focus on the City’s desired outcomes in the long-term and plan strategies on how to achieve them. This requires creativity that stretches thinking and challenges assumptions, all while proactively engaging with broad stakeholders to co-create solutions. - Leading the strategy for in-person service delivery for the Customer Experience Transformation program - Supporting management in assessing and devising solutions from a pragmatic and objective perspective - fostering and maintaining cooperative working relationshi

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Founder & Managing Director, Strategy & Transformation

Insightful Impact INC

Mar 2020 - Current (6 years 4 months)

Advise senior leaders on translating strategic vision into disciplined execution across complex, multi-stakeholder environments. Work spans nonprofit social services, telecommunications, and airline industries, supporting organizations navigating modernization, growth, and large-scale transformation agendas. Core Focus - Facilitate executive strategy alignment and define clear, measurable priorities - Translate enterprise vision to operational roadmaps, governance structures and delivery models - Lead cross-functional transformation initiatives across business, technology, and frontline operations - Strengthen leadership alignment, stakeholder engagement, and performance culture - Support organizations operating in regulated, multi-cultur

Business Analyst (Strategic Policy and Planning)

City of Toronto

Oct 2019 - Jun 2021 (1 year 9 months)

Team focus: the Strategic Policy & Planning team is a small but dynamic team that supports the Deputy City Manager, Corporate Services, in driving strategic projects and priority transformation initiatives. - Conduct research and jurisdictional scans to explore best practices, barriers, and gaps of similar programs and initiatives by other governments and organizations - With stakeholders, prepare and support business cases, implementation & change management plans, and RFI/P/Qs for transformational projects within the Customer Service Centre of Excellence - Monitor standing committee and Council agendas to identify arising issues ensuring that affected staff are informed and adequate actions are taken if needed to ensure compliance with

Business Analyst II (Process Improvement Centre of Excellence)

TELUS

Jan 2018 - Feb 2019 (1 year 2 months)

Team focus: Elevate the customer experience and enhance cost savings through process improvement methodologies such as Lean Six Sigma, Own.it (similar to Kaizen/Workout), Lean Redesign, and Fair Process • Assessed new opportunities to build out project funnel by analyzing process metrics and develop a baseline for project benefits • Developed and produced business cases with tangible recommendation plans based on assessment • Built and managed relationships with cross-functional teams to consult and influence stakeholders to proactively add value to projects/initiatives • Collaborated and negotiated between business teams, technology teams, and support teams in defining project scope boundaries. • Drove requirements elicitation by creating

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Business Analyst II (Strategic Programs)

Feb 2019 - Oct 2019 (9 months)

Team focus: Deliver strategic programs for the Technology Strategy & Business Transformation business unit that improve reliability, operational efficiency, and customer and team member experience. • Manage the introduction, pilot and launch of a new system (ITSM) and ITIL process by working closely with technical and business teams • Facilitate workshops and interviews to elicit process and system requirements and liaise with stakeholders • Supporting TELUS Health & Payment Solution integration within current working practices • Govern and manage User Acceptance Testing to validate the system against the business requirements • Identify the impact of product launch, projects, and technology changes • Build and continually develop relations

Business Analyst II ( TELUS Business Solution)

TELUS

May 2016 - Dec 2017 (1 year 8 months)

Team Focus: Analyze and deconstruct complex business problems into manageable process improvement initiatives • Defined, measured, analyzed and improved the executive and operational key performance indicators (KPIs) for leadership teams • Worked with business units to pinpoint information needed to develop effective business intelligence via reliable reporting & data analytics while executing ad-hoc data analysis to fulfill the short term and, often, urgent requests • Interfaced between internal customers and technical experts to identify reporting requirements and translated those into technical deliverables • Elevated client experience, operations efficiency, and team engagement through issue root cause analysis which led to executing qu

Business Analyst (Supply Operation)

TELUS

May 2012 - May 2016 (4 years 1 month)

• Built & maintained relationships with vendors to review and discuss all inventory issues, pricing, promotions • Communicated & collaborated with stakeholders on new product introductions, product life cycles and forecasts • Analyzed inventory supply and long-term forecasts to meet key metrics and requirements • Led discussions around inventory planning/requirements issues and resolved with appropriate functional groups • Maintained a strong understanding of product and services, organizational delivery capabilities, and TELUS end-to-end processes; additionally, attentive to industry trends and technology available that would, if implemented result in operational or efficiency improvements to current processes

Procurement Specialist (Supply Operation)

TELUS

Nov 2009 - May 2012 (2 years 7 months)

• Planned, purchased and monitored all material within the portfolio to key inventory metrics while maximizing turns and fill rate and minimizing obsolescence • Sustained relationships with vendors to ensure inventory is available and pricing is current • Designed, implemented and oversaw product recall and buyback programs to ensure products are recycled, reused, or responsibly disposed • Participated in the coordination of engineering changes, product line extensions, or new product launches to ensure orderly and timely transitions in material or production flow.

Material Planning Analyst (Supply Operation)

TELUS

Jul 2007 - Nov 2009 (2 years 5 months)

• Responsible for managing inventory for 20-30 TELUS corporate stores with a combined value of an excess of 5 million dollars using SAP – MRP II • Analyzed sales and inventory data to ensure appropriate allocation of merchandise to the stores to maximize stock turnover while reducing stock-outs • Collaborated with Corporate Stores Operations, Sales & Service, Finance, Product & Development, and Third Party Logistics to effectively and efficiently identify customer needs and review strategic initiative to expedite slow-moving inventory

Reverse Logistics Analyst (Supply Operations)

TELUS

Jun 2006 - Jul 2007 (1 year 2 months)

• Provided a comprehensive full repair cycle experience for Channel partners • Responsible for compliance of the business requirements of repair turn-around time • Mediated repair strategies between Channel partner and Vendor repair partners

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Sr Product Care Rep (TELUS Retail)

Apr 2005 - Jun 2006 (1 year 3 months)

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