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Sukhvir Singh Parmar

Sr. Manager, Business Operations


Innovative, profit-oriented Business Leader with demonstrated success in increasing revenue and profit share, achieving cost reductions and improving client satisfaction in customer-facing operations. Adept at analyzing the competitive landscape, conducting research and attaining continual profits through focused, strategic workflow, staffing and business process analysis. Exemplary change agent with the ability to analyze issues, devise continuous process improvements and incorporate business process initiatives to increase efficiency, streamline operations and decrease aggregate expenses with limited resources. Consistently identifies and accelerates strategic measures to strengthen performance with sustained operational results. Fortifies long-lasting client and business partner relationships to mutually benefit all parties.

Work History

Manager/Sr. Manager - Business Operations

Jan 2012Present

Managing day-to-day operations for Contract & Compliance Management business, filling many roles to support growth and add to the bottom line.

  • Develop effective client relationships and ensure client delight by exceeding client expectations.
  • Design and implement comprehensive business development strategies while providing productive administrative management involving business, financial, and human resources (HR) responsibilities.
  • Planning, forecasting, budgeting and ongoing budget to actual analysis.
  • Utilizing strategic planning methodologies and goal setting to direct
    operations while increasing productivity and profitability.
  • Measure programs and processes for strengths and weaknesses and
    implement changes as needed.
  • Develop and implement business roadmap (service and technology) to showcase the strategic vision for overall growth of the business to customer and internal management.
  • Project Manage the software development lifecycle with a focus on new technologies and effective solution supporting the business processes.
  • Spearheaded and implemented a successful sales and marketing plan to grow business by obtaining referrals from existing clients.
  • Design and implement training and skill development plan for nurturing a motivated and engaged team.
  • Successfully lead Org. level ESAT and ISAT initiatives.
  • Part of the ISMS internal audit team responsible for ensuring continuing compliance with the ISO 27001 ISMS Policy and reviewing these measures periodically

Assistant Manager - ITES Operations

Sep 2009Dec 2011

Managing Voice and Web customer service operations (~100 CCEs / Sr.CCEs) for a US based financial software company.

  • Ensure the process is compliant to client agreed and internal SLAs.
  • Staffing implementation and shift scheduling basis forecasting with other AM’s and support teams.
  • Manage and Improve the Ticket Routing and Escalation handling process.
  • Review and analyze performance reports against targets on a weekly/monthly basis with Team Managers and with client and investigate causes for performance deviations.
  • Training and BQT management for the process.

Lead - Quality Auditor

Oct 2007Sep 2009

Measuring service quality which includes customer satisfaction, compliance and process effectiveness in BPO/Contact center (Inbound & Outbound)

  • Perform analysis of query/call listening results in line with customer objectives.
  • Develop coaching plans and provide feedback to the staff based on the observations from the sample Quality Checks performed daily.
  • Drafting and revising various quality processes as per current need. Taking proactive majors to reduce defects in the process.
  • Active participation in the preparation of Quality Forms, defining Fatal Errors and process re-engineering.
  • Conducting calibration sessions with internal and external team. (Clients,training,operations) 
  • Co-coordination between operations, training and clients in achieving process goals in terms of excellent customer experience and customer satisfaction.
  • Monitor and report daily/weekly/monthly performance of quality auditors.

Tech/Sr. Tech Support Executive

May 2006Sep 2007

Responsible for handling inbound customer queries regarding software and hardware (Tech process).

  • Got promoted as a Senior Support Executive within 6 months on floor.
  • Awarded the best technical Support Specialist across the process by the client.



Project Management Institute
Aug 2015Present

Project Management Professional by PMI - India Chapter

ISO/IEC 20000 - Lead Auditor

Feb 2016Present

ISO/IEC 20000 IT Service Management Systems Auditor Training Course - Certified by IRCA (International Register of Certified Auditors)

SIX Sigma - Green Belt

Sep 2009Present

Six Sigma - DMAIC Methodology


Business Development

Successfully heading Farming and New Business opportunities with multiple customers. 

  • Compliance Management
  • Obligation Management
  • CLMS Systems
  • CLMS System Helpdesk
Budget Management

Finalizing and Managing annual budget for 2015 & 2016. Liaising with the Finance team to keep a continuous track of Revenue vs. expenditures numbers and if required take necessary action. 

Change Management

Heads the Change Management Board that governs Change management across the department.

  • Process
  • Technology
  • Workforce
Cost Control/Reduction

Effectively managing the P&L for the account with 50% GP for 2015-16 and a projected 56%  GP for 2016-17. Closely monitoring the profitability of the business by controlling costs, inducing efficiencies, de-skilling complex tasks and leveraging resources efficiently.  

People Management

Seasoned people manager with 8+ years of experience in leading and building cohesive cross functional teams. Experienced in making the best use of the talents, strengths and efforts of my people while nurturing their overall growth and professional development.

Process Streamlining/Improvement

Devised and implemented processes, procedures, systems and internal controls to strengthen operations, increase productivity and enhance customer satisfaction.

Project Management

PMI certified Project Manager with proven knowledge of PM Process Groups and Knowledge Areas. Has project managed 4 successful major software releases (worth $1.1 million and aggregated 1080 project man days)  

Relationship Management

Successfully managing business relationship with internal and external stakeholders.

Has helped various projects in Identifying stakeholders and create relationship map at various levels. Appoint relationship managers and understand stakeholder requirements. Establish communication and engagement plans with a focus on continuous change and improvement. 

Develop personal relationship with key contacts

Software Release Management

Successfully managing the software development life cycle with end to end management of 4 major and 10 minor software releases in last 4 years. 

Strategic Planning

Has been involved in defining the strategic vision for the department and aligning it to the vision and mission of the organization. Extracting business goals, setting priorities, focus energy and resources, strengthen operations, ensure that employees and other stakeholders are working toward common goals, establish agreement around intended outcomes/results, and assess and adjust the organization's direction in response to a changing environment.


Designed and developed training programs and various e-learning modules for internal and client trainees. Delivered instructor lead sessions, designed CBTs and helped customer design e-University to host the training content on-line.


Has successfully transitioned 3 projects. Has been involved in the scoping, feasibility study, pricing, as-is mapping, analyzing, to-be mapping, risk management, training, implementation, monitoring and follow-up of the project.


  • 7 Habits of Highly Effective People
  • Six Thinking Hats
  • Six Sigma
  • LEAN
  • Basic Blue for IBM Leaders
  • Leading For Results
  • Certified Voice and Linguistic coach
  • Crucial Conversations
  • Gift work Training for Managers by Great Places to Work
  • ISO 27001 - Training for Internal Auditor
  • ISO 20001 - Training from BSI for IRCA certified auditor

Awards & Recognition

  • Best Global Team 2015 - UnitedLex
  • Pinnacle Award for Best People Managers 2013 - UnitedLex
  • IBM Top Talent for year 2009, 2010 and 2011


MBA - Corporate

Symbiosis Centre for Distance Leraning
Apr 2008Apr 2010

Post Graduate Diploma In Business Management - Specialization in Operations Management

B. Com - Professional

Guru Nanak Dev University
Apr 2003Apr 2006

Bachelor of Commerce - Professional, Lyallpur Khalsa College Jalandhar