GAURAV NAGPAL
Gurgaon
Summary
Operations leader with 20+ years of experience across GCCs and shared services environment in financial services, insurance and hospitality. Strong at running large teams, fixing processes, improving turnaround times, and keeping operations audit-ready.
Overview
23
23
years of professional experience
Work History
Senior Manager – Human Resources
KAARA Hospitality Pvt. Ltd.
Gurgaon
01.2025 - 08.2025
- Led the end-to-end HR function, supporting growing hospitality operations.
- Owned the end-to-end hire-to-retire employee lifecycle.
- Established HR policies, compliance frameworks, and employee lifecycle processes.
- Worked closely with business leaders to support stable operations and growth.
- Managed complaints with calm, clear communication and problem-solving approach.
Operations Consultant
KAARA Hospitality Pvt. Ltd.
Gurgaon
11.2023 - 03.2024
- Supported greenfield setup of hospitality operations as an external consultant.
- Defined operating model, SOPs, KPIs, and governance structure.
- Designed staffing models, productivity benchmarks, and a scale roadmap.
- Enabled alignment across Operations, Finance, HR, Sales, and Marketing.
Entrepreneur
Self employed
10.2022 - 10.2023
- Launched and managed a niche food business in the Rajasthan market.
- Owned daily operations, vendor management, pricing, and margins.
- Used customer feedback to improve offerings and services.
- Led a team of employees, providing training, performance evaluations, and motivational leadership to enhance productivity.
- Fostered relationships with key clients and stakeholders, enhancing customer satisfaction and loyalty.
- Created work schedules and assigned employees shifts to cover company operations and fulfil clients' needs.
Senior Manager – Operations
Better Mortgage
Gurgaon
07.2021 - 09.2022
- Led GCC-based incentive operations supporting approximately 2,000 employees across India and the US.
- Drove an enterprise-wide incentive platform migration, scaling operations from 8 to 24 teams in partnership with HR and Finance, ensuring accurate payouts, and zero payroll disruption.
- Migrated to a new incentive platform, reducing processing turnaround time by 65%.
- Strengthened controls and governance to ensure consistent, audit-ready delivery.
- Managed crisis situations, mitigating risks and maintaining business continuity during challenging periods.
AVP – Benefit Operations
JPMorgan India Pvt. Ltd.
Mumbai
08.2017 - 07.2021
- Managed benefits operations for over 40,000 employees across India and APAC.
- Improved and maintained a 94% CSAT score, and cleared audits with zero major findings.
- Led enterprise-level projects, partnering with Technology, HR, Finance, and global stakeholders to deliver large-scale operational and system improvements.
- Strengthened governance, controls, and reporting across benefits operations.
- Fostered strong relationships with stakeholders to support business objectives.
Business Operations Manager
Sun Life Financial
Gurgaon
10.2014 - 07.2017
- Led Group Insurance operations, managing end-to-end policy administration and servicing.
- Ran operations with 80+ FTEs, delivering SLAs across productivity, quality, AHT, and customer experience.
- Managed group insurance processes including enrollments and renewals.
- Established cross-functional training programmes across teams, improving skill coverage, and increasing inter-team collaboration.
- Partnered with onshore teams to stabilise transitions and improve service delivery.
- Cultivated work environment focused on personal responsibility, continuous improvement and delivering high-quality results.
Operations Manager
Genpact (GE Capital)
Gurgaon
10.2002 - 09.2014
- Managed life and health insurance operations for US and Australian clients.
- Delivered end-to-end service across policy issuance, underwriting support, and customer servicing.
- Progressed from Process Executive to Operations Manager, leading large, multi-process teams.
- Controlled attrition below target, and delivered consistent productivity and quality metrics.
- Supported multiple process migrations and stabilisation initiatives within a shared services model.
- Directed staff recruitment and training, building a highly skilled and motivated operations team.
Education
Bachelor of Commerce -
Delhi University
Green Belt Certification
Genpact
Skills
- Operations transformation and process excellence
- Workforce planning and capacity management
- Service delivery, KPI & SLA management
- Lean Six Sigma/Continuous improvement
- Change management
- Risk management & controls
- Compliance & audit management
- Stakeholder and people management
Projects
- Established processes for launching a new hotel, improving operational efficiency and cross-functional coordination.
- Reduced global incentive processing turnaround time by 65% while scaling teams from 8 to 24.
- Implemented Single sign on (SSO) for 30,000 employees across the organisation, reducing Tier-1 support queries by 25%.
- Led global records management initiative, disposing 150,000+ records in regulatory compliance
- Designed workforce development programs, increasing cross-skilled and up-skilled resources by 20%.
- Improved end to end policy delivery TAT by 10% using DMAIC methodology.
Timeline
Senior Manager – Human Resources
KAARA Hospitality Pvt. Ltd.
01.2025 - 08.2025
Operations Consultant
KAARA Hospitality Pvt. Ltd.
11.2023 - 03.2024
Entrepreneur
Self employed
10.2022 - 10.2023
Senior Manager – Operations
Better Mortgage
07.2021 - 09.2022
AVP – Benefit Operations
JPMorgan India Pvt. Ltd.
08.2017 - 07.2021
Business Operations Manager
Sun Life Financial
10.2014 - 07.2017
Operations Manager
Genpact (GE Capital)
10.2002 - 09.2014
Bachelor of Commerce -
Delhi University
Green Belt Certification
Genpact