Microsoft Excel, Google Sheets
Talwinder Singh
General Manager
Hong Kong,Sai Kung
Summary
Hong Kong-born, Cantonese-fluent, data-driven, commercial operator and builder seeking leadership roles; immediately available. I scale complex businesses, leading P&Ls, teams, and cross-functional execution to drive profitable growth. Highlights: £5M operating-model investment at Deliveroo HK delivering HKD 300M+ annual savings; 10x revenue and +50% conversion at Lendela; market launches for Lalamove in India and the U.S. (100k+ customers, USD $10M/month in year one).
Overview
10
10
years of professional experience
4
4
Languages
Work History
Operations Director
Deliveroo, Hong Kong - Food Delivery Marketplace
08.2022 - 04.2025
- Built the courier pay and engagement model to reduce churn and grow our customer promise, securing £5M investment; delivered a roadmap targeting 30% lower daily costs (HKD 300M annually) while maintaining speed and peak/holiday resilience.
- Led a cost optimisation program by rebalancing fleet mix and applying efficiency models to lower unit costs; reduced cost per order by 9.6% and generated HKD 230M annual savings without hurting service quality.
- Expanded delivery reach for high-margin partners to unlock profitable demand; achieved a 31% order lift with 25% incremental growth and improved satisfaction and profitability.
- Replaced blanket recovery codes with a targeted in-app process at risk addresses to curb failed deliveries; cut undelivered orders by 90%.
- Restructured the operations team by consolidating roles and instituting a scalable 2-manager/2-system model to eliminate silos; improved execution quality and reduced headcount by 31% (16 to 11).
- Built a resource prioritization framework to focus investments on high-impact zones and top cohorts; increased order volume by 8.2% and generated growth with no increase in the cost base.
- Launched RFID check-in at pickup points to improve handoff and throughput; reduced average order time by 3 minutes.
- Positioned delivery speed as a competitive advantage by streamlining prep, dispatch, and capacity to boost loyalty; reduced average delivery time by 7.5 minutes.
- Brokered a three-party EV transition plan with a scooter OEM to replace fuel costs embedded in courier pay; targeted up to HKD 100M annual savings while improving sustainability and rider economics via discounted vehicles and charging infrastructure.
- Piloted food lockers in dense high-rises to remove the slowest delivery leg and improve asset redeployment; enabled ~30% faster courier turnaround, opened previously unprofitable buildings, and reduced parking penalties.
General Manager
Lendela, Hong Kong - Loans Comparison Marketplace
02.2021 - 08.2022
- Scaled revenue 10x in under 12 months by implementing a multi-pronged growth strategy, combining customer acquisition, new partner onboarding, and improved conversion tactics to unlock rapid and sustainable expansion.
- Drove a 50% improvement in funnel conversion rates by leading cross-functional initiatives to optimize the user experience, redesign the platform, and align sales processes with customer behavior insights, increasing customer acquisition and retention.
- Rebuilt the team with a focus on industry expertise, hiring key talent with deep knowledge of the lending ecosystem to improve communication with customers and navigate lender requirements; this enabled smoother partner collaboration, improved customer interactions, and elevated team performance.
- Launched 20+ new lending partners and banks as part of a strategic effort to diversify the platform's offering, enabling tailored solutions for customers across credit profiles—from premium banks for high-credit customers to smaller lenders serving underserved segments—unlocking new customer bases and expanding market reach.
Regional Director
Lalamove, Hong Kong, India, USA - Uber for intracity logistics
11.2018 - 02.2021
- Spearheaded Lalamove's market entry into India, launching operations across 7 cities with a headcount of 400+, including driver recruitment, local partnerships, and operational infrastructure; built a scalable foundation to support rapid regional expansion.
- Established 2 customer support centers with a team of 150+ handling 7,000+ daily customer contacts, ensuring operational excellence and customer satisfaction in a high-growth environment.
- Built a business serving 100,000+ customers within the first year, driving $10 million USD in monthly revenue in India through effective market positioning, demand generation, and operational execution.
- Launched Lalamove in the United States, expanding into Dallas, Chicago, and Houston during the COVID-19 pandemic, overcoming logistical and market entry challenges to establish a foothold in a highly competitive landscape.
Head of Operations
Floship - 4PL eCommerce SaaS Platform
Hong Kong
09.2017 - 08.2018
- Designed and implemented a scalable returns solution through Floship's tech platform, enabling thousands of eCommerce brands to streamline returns management by automating routing decisions for restocking, disposal, or repairs, reducing losses caused by inaccurate routing and improving customer satisfaction.
- Led a high-performing team of 6 to manage multimillion-HKD crowdfunding projects annually, ensuring seamless logistics execution for successful Kickstarter campaigns, including the fulfillment of hundreds of thousands of orders under tight timelines.
- Oversaw on-demand fulfillment operations for global eCommerce clients, coordinating with international warehouses to optimize processes, enforce SLA compliance, and deliver exceptional service levels, contributing to long-term client retention and revenue growth.
COO at MaiDan and Head of Foodpanda Corporate
Merged Org of maiDan and Foodpanda
Hong Kong
08.2015 - 04.2017
- Led daily end-to-end operations for a complex multi-restaurant delivery model, managing a team of 20 runners and 4 leaders to ensure seamless order collection, repackaging, and last-mile delivery, achieving high customer satisfaction and operational efficiency.
- Collaborated with Foodpanda to design and launch their corporate allowance product, enabling hundreds of corporate clients to streamline employee meal reimbursements through a scalable, tech-driven solution, driving adoption across major industries such as banking and finance.
Education
Bachelor of Arts - Marketing
Hong Kong Baptist University
Hong Kong 04.2001 -
Skills
- P&L Ownership
- Performance and KPI Management
- Cross-functional Collaboration
- Comms and PR
- Government Relations
- Partnerships and Vendor Management
- Risk, Legal and Compliance Management
- Strategic Planning
- Go-to-Market and Expansion
- Process Improvement
- Operations Oversight
- Profitability, Unit Economics and Margin Improvement
Websites
Accomplishments
- Secured £5M to redesign operating model; delivered HKD 300M+ annual savings while improving customer satisfaction and loyalty.
- Drove 10x revenue growth and +50% funnel conversion at Lendela within 12 months through team rebuild and partner expansion.
- Launched Lalamove in India and the U.S.; reached 100k+ customers and USD $10M/month in India within year one.
- Reduced cost per order by 9.6% and saved HKD 230M annually without degrading service quality.
- Cut failed deliveries by 90% and saved HKD 43M annually via targeted verification at risk addresses.
Software
Slack, Microsoft Teams, Confluence
Tableau, Power BI, Looker
SQL, Snowflake
A/B testing frameworks, GA4
Asana, Jira, Mondaycom, Notion
Salesforce, HubSpot
Zendesk, Intercom, Freshdesk
Mailchimp, Braze
Timeline
Operations Director
Deliveroo, Hong Kong - Food Delivery Marketplace
08.2022 - 04.2025
General Manager
Lendela, Hong Kong - Loans Comparison Marketplace
02.2021 - 08.2022
Regional Director
Lalamove, Hong Kong, India, USA - Uber for intracity logistics
11.2018 - 02.2021
Head of Operations
Floship - 4PL eCommerce SaaS Platform
09.2017 - 08.2018
COO at MaiDan and Head of Foodpanda Corporate
Merged Org of maiDan and Foodpanda
08.2015 - 04.2017
Bachelor of Arts - Marketing
Hong Kong Baptist University
04.2001 -