Summary
Overview
Work History
Education
Skills
Timeline
Certification
Generic
NITESH KAPOOR

NITESH KAPOOR

Pune

Summary

Operations Leader | Project Management | Workflow Automation | Global Resource Management | SLA & Capacity | Remote Team Leadership

Operations leader with 11+ years of experience scaling global teams, streamlining workflows, and driving efficiency across EMEA, NAMER, and APAC regions. Skilled in resource planning, AI-powered automation and tool procurement, and building high-impact process and systems that deliver measurable results. Agile, data-driven, and focused on making operations smarter, faster, and more scalable.

Overview

8
8
years of professional experience
1
1
Certificate

Work History

Global Resource Manager

Brainlabs Digital Pvt. Ltd.
Pune
09.2024 - Current
  • Directed end-to-end global operations strategy across four regions (EMEA, NAMER, LATAM, APAC), delivering a 22% increase in project turnaround speed by architecting scalable workflows and automating 3 high-friction manual processes using low-code AI tools and ops automation platforms.
  • Standardized global delivery frameworks across a dispersed workforce of 900+ team members spanning multiple functions, including CRO, Retail Marketing, Influencer, Data & Strategy, SEO, Search, Programmatic, and Social.
  • Launched and scaled a centralized project- People Planner and resource intake system globally, seamlessly integrating with HubSpot, Greenhouse, and data warehouse team, enabling real-time tracking of 250+ monthly project resourcing requests at 95% SLA adherence.
  • Led resource optimization strategy leveraging predictive analytics and headcount modeling, boosting workforce utilization by 18% and reducing delivery idle time by 12 hours per resource/month, while serving as a key cross-functional liaison between Media, Data, and Support teams.
  • Rolled out a timesheet compliance and forecasting system across four global hubs, increasing adoption from 63% to 91% within 6 months and aligning capacity planning with financial controls.
  • Evaluated and implemented three AI-powered operations tools to automate reporting, reduce manual dependencies by 30+ hours/month, and enhance real-time visibility into project staffing and burn.
  • Chaired global WBRs and MBRs with 40+ international stakeholders from EMEA, NAMER, LATAM, Austrailia and Singapore, driving operational insights, flagging delivery risks early, and ensuring real-time alignment between resourcing, revenue, and delivery teams.
  • Created and institutionalized the “Distributed Working Playbook”, a global enablement framework adopted by 120+ leaders to drive asynchronous collaboration, inclusion, and productivity across time zones, resulting in a 14% improvement in engagement metrics.
  • Established ongoing audit cycles for people planner data, ensuring resourcing decisions were data-driven and principle aligned.

Business Operations Manager

dentsu
Pune
03.2022 - 08.2024
  • Leading strategic implementation of an enterprise-wide Media Management system, affecting 400 employees.
  • Managing cross-functional teams to deliver two critical operational projects- GCS solving the excessive HC allocation issue on multiple channel accounts and Gemba –Kaizen Project) which garnered 110 account improvement innovative ideas within a 12-month period.
  • Drove process optimization using Lean Six-Sigma methodologies yielding a 30% increase in operational profit margins –16L (avg/client).
  • Collaborated with SVPs/VPs and Finance stakeholders to integrate revenue systems, achieving seamless transaction processes and recovering 35 Cr+ across 45 clients in one year timeframe.
  • Developed comprehensive risk management protocols that decreased project risks by 30% by managing capacity management on media projects.
  • Conceptualized and executed sales and business development analytics dashboard that provided real-time insights on live metrics.
  • Led hiring, onboarding and ramp up of 150 new hires. Addition of 22% HC based on the necessary skill-sets and media requirements.
  • Engaging with key stakeholders for timely updates/callouts to resolve challenges, manage support via leading WBRs and MBRs.
  • To enhance employee satisfaction, executed the set up of regular leadership connects, dedicated R&R program, employee grievance system and monthly engagement activities.

Manager, CS Operations

Amazon Development Centre
Pune
07.2017 - 02.2022
  • Led successful launch of Canada Phones Pilot batch with headcount of 18 associates and expanded to team size of 120 HC in 12 span of months.
  • Periodic connects with L2/L3/L4s, bridging training gaps basis CGP –Career Growth Plan), Develop strategies to improve employee satisfaction, Attrition management, Succession planning, annual performance and Hiring.
  • Identified process improvement opportunities with Quality and Program team to improve efficiency and quality leading to 20% decrease in CHT.
  • Annual goal setting, monitor skill performance to ensure efficiency & quality at par with network, coaching to bridge performance gaps for Canada and US teams at PNQ site, Formulate Incentive plans & R&R.
  • Monitor and deliver defined SLAs, Periodic reviews via WBR & MBR, Capacity planning with WFM –Workflow Management Team, Change management –People/process related.
  • Won Connection Champs (employee feedback) Award for two consecutive years(2018–19 based on feedback provided by 150 employees.
  • Launched Amazon sports division in 2018 for corporate sporting events.

Education

MBA - Marketing & Finance

Amity University
NCR, Delhi, India
07.2017

B.Sc. - Multimedia

Panjab University
NCR, Delhi, India
03.2013

Skills

Certifications

PMP certified

Lean Six Sigma- CTPS MLP

ACES Certified

Strategic Operations
Global Operations Leadership
SLA & KPI Governance
Distributed Team Management
WBR/MBR Execution
Stakeholder Alignment (EMEA, NAMER, APAC)
Strategic Workforce Planning

AI & Prompt Engineering
Prompt crafting for ChatGPT, Claude & Gemini
AI-driven workflow automation & content generation
Multi-step prompt chaining for business use cases

Resource & Capacity Management
Resource Utilization Optimization
Headcount & Timesheet Systems
Demand Forecasting & Scenario Planning
People Planning Systems
Risk Mitigation & Audit Controls

Tech Tools & Platforms

PMP Methodology Risk Assessment Agile & Scrum Gantt Charts Sprints & Standup

Clockify Timehseets Hubspot Greenhouse
Google Workspace MS Office suite Workday
n8n makecom Zapier Prompt engineering

Timeline

Global Resource Manager

Brainlabs Digital Pvt. Ltd.
09.2024 - Current

Business Operations Manager

dentsu
03.2022 - 08.2024

Manager, CS Operations

Amazon Development Centre
07.2017 - 02.2022

MBA - Marketing & Finance

Amity University

B.Sc. - Multimedia

Panjab University

Certification

  • Business Development intern- Byju's, Bengaluru, 2016
  • Assistant Creative Editor- Balaji Telefilms, Mumbai, 2014
  • Assistant line producer- Dharma Productions, Mumbai, 2014
  • Creative Editor- JIMMC, 2013/14

Awards & Recoginiton

* Dentsu- Rise Award- 2022/23
* Amazon India-Canada Best Skill Manager Award- 2018 and 2020.
* Outstanding Leader Award- CS India level in Q4’18
* Connections Champ-Oct’19 and Dec’18
* Retention Champion- Q1’21, Q3’18 and Q4’17.
* Amazon Cricket Championship-2018/19
* Amazon Basketball Championship- 2018/19

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