Shahid Kapoor

About Shahid Kapoor

I am a results-driven professional with 10 years of experience in Operations Management, Client Success, and Program/Project Management across global markets. Over the years, I have built a strong track record of scaling operations, driving process optimization, and elevating customer satisfaction through structured stakeholder engagement and governance.In my current role as Associate Manager at Annalect (Omnicom Media Group), I manage end-to-end demand and deployment across high-value accounts, oversee cross-functional teams, and streamline global operations. My efforts have contributed to improved resource utilization, faster turnaround times, and stronger client partnerships.Previously, at HERE Technologies and Elixia Tech, I led initiatives in Geospatial Data Management, Program Governance, and Operational Transformation, delivering measurable efficiency gains and enabling cross-regional collaboration.I specialize in- Operations & People Management – leading cross-functional teams, resource planning, and governance- Client Success & Stakeholder Engagement – building trust, aligning business objectives, and enhancing CSAT/NPS scores- Program & Project Management (PMO) – driving end-to-end delivery, risk mitigation, and performance tracking- Process Optimization & Automation – streamlining workflows to reduce costs and turnaround times- Data & Reporting Excellence – leveraging tools like Excel, Power BI, JIRA, and PEGA to improve reporting accuracy and operational visibility.Certified in CAPM® and Agile Scrum Foundation, I bring a blend of structured project management expertise and agile adaptability. I am also passionate about integrating AI-driven solutions into operations to unlock efficiencies and foster innovation.With a collaborative leadership style and an eye for detail, I thrive in fast-paced, matrixed environments, consistently delivering results that support both business growth and client satisfaction.Always open to connecting on opportunities in Operations, Client Success, PMO, and Program Management across global markets.

Experience

1. Associate Manager

   Annalect India

   Apr 2024 — Present · Mumbai, IN

   Oversee end-to-end demand-to-deploy operations for 23 agencies in the PR and Brand Consulting group within the Omnicom network, managing a $5.5M portfolio.Partner with Global Delivery Directors and agency CXOs to improve utilization, identify business opportunities, and drive strategic alignment across regions.Lead Customer Success operations under the GCC model, ensuring consistent service delivery, SLA adherence, and operational excellence.Facilitate discussions between agencies and business units on new demand requests, ensuring requirements are accurately documented for Scope of Work (SOW) creation.Collaborate with Governance and Finance teams to prepare comprehensive SOWs, secure timely approvals, and track post-approval deployment with Resource and Talent teams.Foster strong agency relationships through regular check-ins, overseeing 130+ engagements while tracking CSAT/NPS metrics to proactively address risks and drive 10–12% improvement in satisfaction and retention.Prepare and present network pulse reports to leadership, providing visibility into ongoing operations and engagement health.Monitor resource utilization monthly to identify risks and collaborate with stakeholders to maintain 85%+ optimal utilization.Created a Power BI dashboard from scratch with the BI team, highlighting key insights to support utilization and demand status decisions, reducing manual reporting by 70%.Drive cross-functional collaboration across Business Units, Agency Managers, and internal teams including IT, People & Culture, and Talent Transformation to resolve client issues with 95% SLA adherence.Lead continuous improvement initiatives to enhance process efficiency, reduce turnaround time by 20%, and strengthen GCC value globally.