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Work Background
TogglBusiness Development Lead
Nov. 2023 - Aug. 2024EstoniaLeveraging my extensive operations experience, I was asked to oversee and contribute to the launch of a new Toggl product designed to address various pain points across Operations domains such as Finance and People Operations. To achieve this, I: * Developed a comprehensive long-term roadmap for the product.
* Defined business requirements for upcoming features and functionalities.
* Assisted in defining our Ideal Customer Profile (ICP) and go-to-market strategy.
* Managed the public beta launch of the product.
* Coordinated marketing campaigns to attract test users.
* Facilitated outreach and feedback collection.
* Contributed to product development and bi-weekly cycle planning. While the role of Business Development Lead was a valuable opportunity to enhance my knowledge of SaaS product development, I recognized that my strengths are better utilized in Operations Management. Ultimately, the position did not align with my long-term career goals.
TogglChief Operations Officer
May. 2022 - Nov. 2023EstoniaAs a member of the senior management team, I: * Influenced and shaped the company's strategic direction.
* Contributed to all major management decisions.
* Established the Head of Finance position and successfully hired for the role.
* Led the Operations team, encompassing People Operations, Finance, Data Analytics, and Legal and Compliance.
* Oversaw the implementation and continuous improvement of our performance management system. In November 2023, I transitioned to a new role within the organization to gain experience in Business Development and launch a new product from scratch.
Toggl TrackHead Of Operations
Jun. 2020 - May. 2022EstoniaHere are some of my key achievements in the role, though not an exhaustive list: * Established the Business Intelligence team and implemented a new business analytics tool.
* Expanded the People Operations (HR) team by creating the Talent Acquisition domain and overseeing recruitment.
* Introduced and successfully filled the Financial Controller role.
* Led the annual financial audit, identifying and addressing areas for improvement.
* Outsourced part of the Finance team's work.
* Revamped the organization's transfer pricing setup and managed the reporting process.
* Actively contributed to the company restructuring process.
* Oversaw the revamp of compensation and benefits.
* Managed the process of updating the company values.
TogglOperations Manager
Nov. 2018 - Jun. 2020EstoniaI was hired to accomplish the following, and successfully managed to: * Build the Operations team by hiring new members and developing existing talent.
* Design, innovate, and automate business processes, including contract management, document management (with digital signing), performance management, career development, financial reporting, internal auditing, and business analytics.
* Introduce new tools and solutions to enhance operational efficiency.
* Provide comprehensive legal and compliance services across the organization, including managing contract reviews and negotiations, data privacy assessments, and security audits.
* Support managers in various employee relations situations, such as conflict resolution and employment termination.
ABBHR Service Delivery Lead
Apr. 2017 - Nov. 2018Tallinn, Harjumaa, EstoniaI successfully managed operations in an HR Shared Service Center, delivering services to several thousand employees in the Nordic region by: * Achieving consistent alignment with agreed SLAs and KPIs for service delivery.
* Continuously improving HR services, processes, and customer experience.
* Taking full ownership of the HR Service Center's strategy, budget, and planning.
* Leading and developing a high-performing team.
* Harmonizing, standardizing, and optimizing HR services and processes.
* Building strong stakeholder relationships and delivering effective performance reports. After 12 years in corporate environments, I sought a new challenge and embraced the dynamic world of startups.
TeliaHead of International Back Office Services
Oct. 2010 - Mar. 2017Tallinn, Harjumaa, EstoniaI successfully: *Established an international shared service center from the ground up, growing it to approximately 120 employees through effective recruitment, process implementation, and KPI development.
* Led the service center with full P&L responsibility.
* Secured new customers and expanded the service portfolio.
* Developed and mentored service center team managers.
* Strengthened customer relationships.
* Enhanced and streamlined process development. The service center excelled in providing order handling, outbound contact center services, network routing, and level 2 network support. Previously, as a Process Manager at Telia Eesti, I managed and developed internal incident, problem, change, and order management processes.
Baltika GroupIT & Helpdesk Manager
Oct. 2008 - Oct. 2010Tallinn, Harjumaa, EstoniaI successfully managed the company's IT infrastructure and internal IT helpdesk by: * Coordinating efficient hardware and network operations.
* Launching and developing a high-performing helpdesk.
* Managing and enhancing our content management system.
Fujitsu ServicesHelpdesk Manager
Aug. 2007 - Oct. 2008Tallinn, Harjumaa, EstoniaI successfully launched a new 24-person IT helpdesk in Estonia by recruiting skilled personnel and effectively managing daily operations.
Runway International OU2nd Level Helpdesk Analyst
May. 2006 - Aug. 2007Tallinn, Harjumaa, EstoniaI provided IT support to corporate customers from GE Healthcare Finland. In addition, I helped the team leader with various tasks, e.g. quality assurance, recruiting, and training.
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