Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Generic
Kiran Parmar

Kiran Parmar

Mumbai

Summary

PMP-certified and Six Sigma Green Belt Operations Manager with a strong foundation in optimizing processes and driving efficiency. Proven track record in leading cross-functional teams, achieving project milestones, and streamlining workflows. Skilled in strategic planning and problem-solving to ensure continuous improvement and operational excellence.

Overview

18
18
years of professional experience

Work History

Principal Consultant

Stirrup Communications
09.2024 - 05.2025
  • Led cross-functional team of 10+, overseeing project delivery, performance, and stakeholder engagement.
  • Managed strategic initiatives for clients like IHCL, EIH, Crompton Greaves, IDFC FIRST Bank, Godrej, and NSE — delivering branding and digital solutions.
  • Drove process excellence by auditing operations, identifying inefficiencies, redesigning workflows, and documenting SOPs.
  • Implemented automation in proposal and invoicing workflows, reducing manual dependencies and billing turnaround by 20%.
  • Built KPI dashboards to monitor delivery health, SLA compliance, client satisfaction, and resource utilization with Tableau and SharePoint.
  • Established performance management framework aligning individual goals with project outcomes for continuous feedback and development.
  • Mentored junior team members in project planning and communication, fostering internal capability growth.
  • Facilitated client onboarding programs for smooth transitions and stakeholder alignment.

Senior Process Manager

Cactus Communications Pvt. Ltd.
04.2020 - 08.2024
  • Led AI automation initiatives, streamlining editorial workflows and cutting escalations by 30%, enhancing service delivery consistency.
  • Developed capacity optimization model adopted by 350+ FTEs, achieving 25% increase in resource utilization and fewer SLA breaches.
  • Reduced internal rework rates from 8% to 2% by outsourcing editing tasks, allowing teams to concentrate on high-value activities.
  • Streamlined procurement operations, implementing best practices that resulted in 15% cost savings and faster vendor turnaround.
  • Conducted data-driven capacity planning to align resources with demand, boosting SLA adherence and minimizing disruptions.
  • Identified operational risks, executing mitigation plans to ensure project continuity under varying loads.
  • Orchestrated collaboration among finance, delivery, quality, and client teams, enhancing invoicing accuracy and speeding payment processing.

Process Manager

Cactus Communications Pvt. Ltd.
04.2015 - 03.2020
  • Resolved customer issues, boosting satisfaction and ensuring high-quality service delivery.
  • Monitored vendor performance and enforced quality standards while providing tailored solutions to client challenges.
  • Spearheaded process improvements that streamlined workflows and enhanced productivity for business growth.
  • Led change initiatives with minimal disruption, providing direction and support for successful execution.
  • Fostered a high-performance culture by mentoring teams and promoting continuous learning.

Process Coordinator

Cactus Communications Pvt. Ltd.
10.2013 - 03.2015
  • Engaged with diverse teams to align on customer requirements, ensuring seamless execution and high-quality deliverables. Effectively addressed queries from global editors with prompt and precise resolutions, enhancing operational efficiency.
  • Leveraged product knowledge to drive customer satisfaction and service excellence. Spearheaded day-to-day operations with a structured approach, optimizing workflows for enhanced productivity and stakeholder alignment.
  • Coordinated with freelancers and external vendors, ensuring timely delivery and adherence to service-level agreements (SLAs), thereby maintaining operational integrity and business continuity.

Customer Support Executive

Sutherland Global Services
03.2011 - 10.2013
  • Handled customer queries using CRM tools, ensuring timely resolution through effective communication and cross-team collaboration.
  • Trained new team members and helped streamline support processes to enhance overall customer experience.

Quality Analyst

Wipro
09.2007 - 06.2010
  • Collaborated across teams to identify and resolve defects, conducting root cause analysis to drive continuous service improvement.
  • Mentored junior analysts, promoting knowledge sharing and skill development within the team.

Education

Bachelor of Commerce -

Mumbai University
Mumbai
01.2007

Skills

    Core Competencies

  • Lean Management Process Automation Workflow Optimization
  • Stakeholder Management Cross-functional Collaboration Team Leadership
  • Budgeting & Cost Control Resource Allocation Vendor Management
  • Risk Mitigation SLA Management Project Portfolio Management
  • KPI Tracking Total Quality Management Service Delivery Excellence
  • Critical Thinking Problem Solving Innovation Communication

    • Tools & Platforms

  • Zoho Projects Tableau Power BI SharePoint

Accomplishments

  • Managed a client portfolio worth ₹5 Cr (~$0.6M USD) for top-tier clients including Crompton Greaves, IHCL, IDFC FIRST Bank, Abbott, and DMART, ensuring seamless stakeholder coordination and high-impact service delivery.
  • Led automation and process redesign in the copy editing vertical to support business scaling goals, aligning CRM workflows with operational requirements to improve efficiency, turnaround, and scalability.
  • Identified and resolved a critical revenue leakage by revamping CRM configurations, restoring accurate billing and stabilizing recurring revenue streams.
  • Designed and implemented a capacity optimization model adopted by 200+ full-time and 150+ contract staff, reducing SLA breaches, improving delivery forecasting, and supporting high-volume operations.

Languages

English
Bilingual or Proficient (C2)

Timeline

Principal Consultant

Stirrup Communications
09.2024 - 05.2025

Senior Process Manager

Cactus Communications Pvt. Ltd.
04.2020 - 08.2024

Process Manager

Cactus Communications Pvt. Ltd.
04.2015 - 03.2020

Process Coordinator

Cactus Communications Pvt. Ltd.
10.2013 - 03.2015

Customer Support Executive

Sutherland Global Services
03.2011 - 10.2013

Quality Analyst

Wipro
09.2007 - 06.2010

Bachelor of Commerce -

Mumbai University

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