Hiteshi Kapoor
Summary
Professional business leader prepared for challenges of Senior Manager role. Combines deep understanding of business operations with commitment to driving team success and achieving significant results. Renowned for adaptability in dynamic environments and collaborative approach to problem-solving, leveraging keen analytical and decision-making skills with comprehensive P&C Insurance domain leadership across Broker Services, Placement lifecycle (Pre-, Post-, and End-to-End), Policy Management, and the U.S. Excess and surplus (E&S) insurance market. Demonstrated success in leading APAC operations for six years, driving operational stability, process modernization, and high-performing teams that consistently deliver on business objectives
Overview
18
18
years of professional experience
Work History
Senior Manager Ops
Genpact India Pvt. Ltd.
07.2023 - Current
- Managed P&C Broker services LOB
- Provided strong leadership to enhance team productivity and morale.
- Led cross-functional teams to achieve project milestones and deliver high-quality results.
- Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
- Improved team performance by providing comprehensive training and fostering a collaborative work environment.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Evaluated hiring, firing, and promotions requests.
- Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
Assistant Manager
Genpact India Pvt. Ltd
12.2007 - 03.2021
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
Operations Manager
Genpact India Pvt. Ltd
04.2021 - 05.2023
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
Education
Post Graduation in Finance & Banking - Finance And Banking
SCDL
Pune10-2020
Skills
- Strategic planning
- Cross-functional collaboration
- Operations management
- Cross-functional team coordination
- Operations planning
- Team leadership
- Business performance management
- Decision-making
- Customer relationship management
Accomplishments
Achievements
Successfully managed multi-region client operations (APAC).
Consistently maintained high client satisfaction scores.
Drove initiatives leading to improved accuracy, efficiency, and VOC scores.
Recognized for outstanding leadership and process improvement
Managing 100+ span including front line managers, Knowledge experts and process specialists
Managed multiple new transitions along with OJTs and deployed solutions
GB certified professional
Timeline
Senior Manager Ops
Genpact India Pvt. Ltd.
07.2023 - Current
Operations Manager
Genpact India Pvt. Ltd
04.2021 - 05.2023
Assistant Manager
Genpact India Pvt. Ltd
12.2007 - 03.2021
Post Graduation in Finance & Banking - Finance And Banking
SCDL