CHAMATH MALINGA
Summary
Strategic business and operations leader with over 5 years' experience driving customer-centric value through data-driven strategies. Proficient in planning, forecasting, stakeholder management, data analysis, process optimisation, and growth strategy development. Thrives in dynamic environments by fostering collaboration and customer-centric approaches for achieving excellence. Committed to team development and continuous learning.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
Work history
Operations & Logistics Manager
Uber Eats Sri Lanka
Colombo, Sri Lanka
03.2023 - 11.2023
- Hired and led a high-performing team of eight account managers to attain a 60% national market share across seven cities, achieved through strategic partnerships, merchant operations, and data-driven account management.
- Developed targeted promotional strategies aimed at churn users and customised promotions based on user spending power, resulting in a ~700% return on investment. This significantly enhanced user engagement and boosted conversion rates.
- Implemented a proposal encouraging merchants to uphold dine-in prices on the platform, resulting in a 2.5% signup rate among active merchants within one month.
- Collaborated across functional teams, optimizing support, fraud detection, legal compliance, sales performance, and product adoption, leading to a substantial 15% reduction in operational costs and a significant 20% improvement in customer satisfaction levels.
- Served as the Product Point of Contact (POC) for Sri Lanka, liaising with regional and global product representatives, ensuring seamless communication of local product requirements, and facilitating efficient product update rollouts, resulting in a 25% reduction in product update implementation time and a 30% increase in local product feature adoption rates.
Restaurant Operations Associate
Uber Eats Sri Lanka
Colombo, Sri Lanka
07.2021 - 02.2023
- Enhanced operational efficiency by implementing an automated control system, saving each account manager 4.5 to 5 hours weekly, resulting in increased productivity.
- Achieved a 6% reduction in billing and payment errors, lowering overall defects to less than 2% in Sri Lanka through the creation and execution of automated processes.
- Improved customer satisfaction by 15.65% and streamlined audit efficiency by introducing automated collaborative processes, enhancing merchant partner support.
- Identified and rectified an increasing trend in merchant pay-outs, resulting in a remarkable 78.5% reduction in incremental pay-outs through data analysis and strategic implementation.
- Consistently met 100% Key Performance Indicators (KPIs) month on month while managing a three-person team across three cities, overseeing strategic partnerships and operations for major global and local chain restaurants in Sri Lanka.
- Led the design and implementation of scalable processes, tools, and standardized procedures, resulting in a 40% increase in operational scalability and a 30% improvement in overall efficiency across the partner life cycle.
- Provided critical support during the transition period of the Head of Merchant Operations, ensuring marketplace stability through problem-solving and solution delivery to leadership.
Senior Executive
Uber Eats Sri Lanka
Colombo, Sri Lanka
09.2019 - 07.2021
- Managed global and chain restaurant accounts in Sri Lanka, ensuring an average monthly growth of 2.5% by conducting weekly operational meetings, providing insightful reviews, and delivering strategic insights during regular assessments to drive continuous improvement.
- Achieved a 40% reduction in churn rate by introducing the Early Life Cycle process and a 55% decrease through proactive churn management, enhancing restaurant and account manager experiences.
- Led the Feb 2021 launch in a key city, achieving 100% of forecasted financial and operational metrics, driving continuous growth in trips.
- Managed Sri Lanka's top supermarket onboarding amidst the COVID-19 pandemic in April 2020, ensuring seamless integration and operational success.
Senior Executive
Alibaba Group Holding Limited
Colombo, Sri Lanka
05.2019 - 09.2019
- Identified and transformed 8 process inefficiencies into management-approved projects, leading to a 25% improvement in operational efficiency through timely execution.
- Revamped Standard Operating Procedures (SOPs) from a customer-centric perspective, resulting in a 15% increase in customer satisfaction.
- Implementing saved responses for the digital team resulted in an approximate 30% reduction in average handling time.
Senior Executive
Alibaba Group Holding Limited
Colombo, Sri Lanka
05.2018 - 05.2019
- Resolved Consumer Affairs and Police complaints, ensuring 100% satisfactory outcomes for all involved parties.
- Maintained a zero-backlog policy, handling 100% of unresolved customer complaints with timely updates.
- Improved processes, resulting in a 30% increase in customer satisfaction and 20% higher work efficiency.
- Collaborated with regional teams, sharing knowledge and resolving system issues for improved operations.
Junior Executive
Alibaba Group Holding Limited
Colombo, Sri Lanka
01.2018 - 05.2018
- Improved customer satisfaction by 25% through proactive order management and precise communication during product delay
Education
Bachelor of Science - Information Technology, Computer System & Networking
Sri Lanka Institute of Information Technology
Colombo,Sri Lanka 01.2018 - 12.2021
Skills
- Business development
- Account management
- Data analytics and reporting
- Stakeholder management
- Project management
- Strategic partnerships
- Operational excellence
- Regional growth
- Marketing collaboration
- Autonomy and ownership
- Contract negotiation
- SQL
- Salesforce
- Process automation
Accomplishments
- Positive Participator Winner (Oct 2020) –Uber Eats
- Happiness Hero Award (2018) –Alibaba Group Holding Limited
- Innovator of the Year (2018) –Alibaba Group Holding Limited
Timeline
Operations & Logistics Manager
Uber Eats Sri Lanka
03.2023 - 11.2023
Restaurant Operations Associate
Uber Eats Sri Lanka
07.2021 - 02.2023
Senior Executive
Uber Eats Sri Lanka
09.2019 - 07.2021
Senior Executive
Alibaba Group Holding Limited
05.2019 - 09.2019
Senior Executive
Alibaba Group Holding Limited
05.2018 - 05.2019
Bachelor of Science - Information Technology, Computer System & Networking
Sri Lanka Institute of Information Technology
01.2018 - 12.2021
Junior Executive
Alibaba Group Holding Limited
01.2018 - 05.2018
Similar Profiles
Dinushi PereraDinushi Perera
Senior Executive Human Resources at Deloitte Sri Lanka ( Former PwC Sri Lanka Firm )Senior Executive Human Resources at Deloitte Sri Lanka ( Former PwC Sri Lanka Firm )
Preeni Dilusha SilvaPreeni Dilusha Silva
Commissioned Officer- Administration Branch at Sri Lanka Air Force - Sri LankaCommissioned Officer- Administration Branch at Sri Lanka Air Force - Sri Lanka
Don Manasha Anjalee WeerasingheDon Manasha Anjalee Weerasinghe
Assistant Audit Officer at Lanka Sugar Company (Private) Limited, Sri LankaAssistant Audit Officer at Lanka Sugar Company (Private) Limited, Sri Lanka
SCOTT MILNERSCOTT MILNER
Operations & Logistics Manager at Bauer Media Group/a360Media/McClatchy MediaOperations & Logistics Manager at Bauer Media Group/a360Media/McClatchy Media
Trevor NickelTrevor Nickel
Operations & Logistics Manager at Full Glass Wine Co.Operations & Logistics Manager at Full Glass Wine Co.