Vishal Phonsa

My responsibilities include: • Lead end-to-end delivery of complex web and digital platform initiatives supporting modernization of City services • Translate strategic priorities into executable roadmaps, aligning business units, technology teams, and stakeholders • Drive cross-functional delivery across multiple interconnected projects, ensuring timelines, quality, and outcomes are met • Oversee project planning including scope, resourcing, budgeting, risk, and communication frameworks • Strengthen and evolve project management practices by incorporating industry best practices to improve delivery efficiency and consistency • Partner with subject matter experts to forecast demand, optimize resource allocation, and manage capacity across initiatives • Explore and assess emerging technologies, including Gen AI, to enhance service delivery and operational efficiency

Driving Strategic Transformation | GenAI Explorer | Program & Change Leadership As a Senior Strategy Manager at TELUS, I lead transformational initiatives within the Customer Solutions Delivery & Enablement (CSD&E) team. Focusing on long-range strategic planning (3–5 years) and execution, with a growing emphasis on how Generative AI can accelerate innovation, simplify operations, and elevate the customer and team experience. My responsibilities included: • Designing and executing strategies to optimize CSD&E’s performance and future readiness. • Exploring GenAI applications that align with business priorities and support scalable growth. • Collaborating cross-functionally to lead change, deliver measurable outcomes, and influence enterprise direction. • Ensuring alignment of programs with our long-term strategic goals. I thrive in dynamic environments, and my leadership style fosters innovation and a commitment to excellence.

I joined the company in 2009 and progressed through the ranks, receiving 3 promotions and reaching the position of Senior Manager. In the role, I influenced the development as well as enhancement of services and systems, while overseeing the management and planning of business opportunities. My job duties included, collaborating with key stakeholders for the formulation and execution of appropriate strategies to drive utilization, penetration, and growth; while supervising End-to-End processes to ensure optimal service delivery. Lastly, I maintained client visibility and coordination to analyze business processes, identify alternative solutions, assess feasibility, and recommend new approaches. • Developed and executed training programs covering new processes and tools for 500+ personnel in the business unit. • Realized $10M in cost savings by leveraging expertise in developing project profitability models. • Improved project visibility, enhanced team collaboration, and reduced expenses by deploying a new cloud based professional services automation (PSA) tool, replacing the legacy solution. • Implemented ‘ASC 606’ accounting standards, enabling record sharing between organizations and certifying compliance with international financial requirements. • Managed Customer Satisfaction (CSAT) program, surveying users, receiving feedback, and analyzing responses to gauge customer experience for the development of improvement programs. • Created model to measure and control cost variance, leading to savings of $9M for the company. • Devised ‘Milestone Billing’ process, billing clients at pre-determined project milestones, leading to acceleration of more than $12M in revenue. • Received multiple awards and honors, such as: formal recognition during Employee All Hands Meeting for exemplary process improvement activities; an Ovation Award for designing logo of global project management office; and winner of Social Media Contest for enhancing organic twitter growth.

I was responsible for managing the Quality business unit, reporting to the Plant Manager. I played a pivotal role in establishing quality functions for a newly built manufacturing unit. • Areas of Focus: Quality Management, Vendor Management, Audits, Root Cause Analysis.

I was the New Product Introduction lead for the visual display division. Lead for Bill of Material (BOM) for 5 lines of products. • Areas of Focus: Industrial Engineering, Sourcing, Lean manufacturing. • Completed Green Belt Six Sigma Project

I was the Production Team leader for the speaker manufacturing assembly line. • Areas of Focus: Quality Control, Resource Planning, Industrial Engineering, CSAT.

Executive MBA course