Bansari Kapadia

• Purpose-led Innovation – Founded Milaassa, a digital-first engagement platform for senior citizens that bridges the gap between technology and human connection. While the platform enables discovery and coordination, the delivery of wellness, fitness, learning, and community programs is in person, ensuring authenticity, trust, and deeper social engagement.
• Human-Centric Product Strategy – Spearheaded the design and positioning of a unique hybrid model: digital ease + real-world experience. Crafted differentiated customer journeys that empower seniors to stay active and connected
• Ecosystem Partnerships – Built a strong partner network of wellness coaches, community centers, and activity providers to deliver high-quality in-person experiences at scale. Forged collaborations that enhanced service diversity and accessibility, while driving community trust.
• Market Insight & Social Relevance – Identified the growing need for senior engagement solutions in an ageing society and positioned Milaassa as a timely response to the “silver economy.” Created a sustainable business with dual impact: generating enterprise value while driving positive social change

Key Projects Undertaken:

• Performance Management & Transformation Programs
  Spearheaded the organization’s performance management charter by driving large-scale transformation programs across sales, customer service, and operations. Established governance mechanisms, introduced cross-functional scorecards, and ensured alignment of frontline metrics with business strategy. This initiative enabled consistent performance visibility across verticals and accelerated decision-making at leadership levels.
• RAG (Red-Amber-Green) Performance Framework
  Conceptualized and institutionalized a data-driven RAG framework to track productivity, service standards, and compliance across 1,200+ frontline staff. The framework became a central performance monitoring tool, improving accountability, transparency, and coaching effectiveness, leading to a 2x uplift in workforce productivity within 18 months.
• Workforce Diagnostics & Employee Engagement
  Conducted detailed workforce diagnostics by analyzing attrition trends, employee engagement surveys, and productivity drivers. Designed tailored interventions such as career pathing, incentive restructuring, and recognition programs. These measures not only reduced attrition significantly but also improved overall employee morale, driving higher service quality and sales conversion.
• Customer Experience Enhancement Programs
  Launched multiple customer-centric interventions, including Sales Excellence initiatives and internal knowledge-sharing platforms. These initiatives helped institutionalize best practices across teams, streamlined complaint resolution processes, and reduced customer complaints by 30%, thereby enhancing NPS and retention rates.
• Data-Driven Marketing & Acquisition Optimization
  Leveraged advanced analytics to monitor and optimize marketing spend across channels. Implemented attribution models and ROI dashboards that identified high-yield campaigns, eliminated low-impact spends, and improved acquisition efficiency. These efforts maximized return on marketing investments and supported sustainable growth.
• Cross-Functional Change Leadership
  Partnered with senior leadership and business unit heads to roll out enterprise-wide transformation programs. Introduced structured OKRs and Balanced Scorecards, aligning frontline execution with long-term strategy. Built internal capability for analytics-driven decision-making through training, workshops, and change management initiatives.

Key Responsibilities

• Enterprise-wide Strategy & Leadership Alignment
  Partnered with the MD and senior leadership team to design and drive multi-year strategic programs. Orchestrated cross-business alignment, breaking down silos and enabling faster decision-making. These interventions significantly enhanced organizational agility and positioned the company to capture new market opportunities.
• Board & Investor Management
  Owned preparation and delivery of Board-level presentations, quarterly strategic reviews, and Balanced Scorecard initiatives. Designed KPI frameworks linking operational performance with long-term strategic goals, ensuring consistent visibility and accountability at the leadership and Board levels.
• Business Growth & Financial Impact
  Steered initiatives that contributed directly to 12% revenue CAGR and 23% PBT growth over a 5-year horizon. Achieved this through a combination of cost optimization programs, productivity enhancement levers, and innovation-driven product diversification.
• Mergers, Acquisitions & Strategic Partnerships
  Led due diligence, synergy assessments, and negotiation support for M&A partnerships with experience-led travel providers. These partnerships expanded the company’s customer base, enriched its product portfolio, and strengthened competitive positioning in the premium leisure and experiential travel market.
• Industry & Policy Advocacy
  Actively collaborated with CII and multiple government bodies to co-create policy frameworks shaping India’s travel and tourism ecosystem. Advocated for sustainable tourism, private sector participation, and infrastructure development, strengthening the company’s industry influence and public–private partnerships.
• CXO-level Decision Support & Special Projects
  Delivered data-backed business insights, scenario models, and market-entry strategies to support CXO decision-making. Managed high-impact special projects that bridged strategy with execution, ensuring timely delivery and measurable outcomes

• Technology Strategy & Transformation – Advised global BFSI clients on technology roadmaps, transformation planning, and M&A integration, enabling modernization of IT landscapes and future-ready operating models.
• Market Entry & Digital Disruption – Led consulting engagements on market entry strategy, competitive positioning, and digital disruption, equipping clients with clear execution blueprints to navigate regulatory and technology shifts.
• Key Account Leadership – Served as Key Account Manager for Diamond Clients, building CXO relationships, unlocking key engagements, and driving long-term client value.
• C-Suite Advisory & Benchmarking – Delivered insight-rich advisory reports with benchmarking metrics and best practices, directly influencing executive decision-making on growth, cost optimization, and innovation

• Managed business strategy engagements across education, manufacturing, and IT, delivering market assessments, entry strategies, and process reengineering to drive growth and operational efficiency.
• Conducted in-depth market and competitor analysis, generating actionable intelligence that informed client positioning, investment decisions, and risk mitigation.
• Developed go-to-market presentations, feasibility studies, and stakeholder roadmaps, equipping leadership teams with clear blueprints for scalable execution and market success.

• Executed equity research and detailed financial modeling for the EMEA Building Materials sector, delivering actionable insights to support investment decisions.
• Produced comprehensive fundamental and technical analyses leveraging Bloomberg, FactSet, and DataStream, ensuring data accuracy and market relevance.
• Developed sector valuation models and investment theses for senior leadership, shaping portfolio strategies and client recommendations.