Summary
Overview
Work History
Education
Skills
Certification
Hobbies and Interests
Languages
Timeline
Generic

Nitish Nagpal

Operations and Strategy Leader
Bengaluru

Summary

Results-driven professional with 14+ years of progressive experience leading end-to-end Program, Project, and Product Management initiatives across complex operational landscapes. Adept at aligning cross-functional teams, defining strategic roadmaps, and delivering high-impact solutions at scale. Additional expertise includes Policy Development, Data Analysis, Risk Assessment, and Training Design. Proven track record of delivering sustained business results through continuous improvement, operational excellence, and scalable process automation. Recognized for implementing advanced automation strategies that generated over $15M in cost savings.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Operations Manager

Amazon
11.2020 - Current
  • Supervised 5+ operational processes related to Global Trade, Risk and Compliance (100+ employees); Program managed a portfolio of cross-functional projects; Conceptualized Risk assessment and mitigation strategy.
  • Scaling Operations – Supplemented annual growth of the team by 2x by implementation of process improvement initiatives related to machine learning. Led policy implementation for risk and compliance process setup for 2 years.
  • Led Operational planning for past 3 years. Collaborated and influenced strategic goal setting and metric establishment for reporting teams and aligned with 20+ internal stakeholders, including, Program, Tech, Finance, Supply Chain and Human resources.
  • Product Development – Led idea generation and BRD development for new tool implementation, liaised with cross-functional teams to drive UATs, created feedback loops for feature improvements to deliver optimized tools with latest technologies.
  • Project/Program Management – Managed delivery of ~12+ projects utilizing Amazon recommended tools (Asana, Playbook) from inception to process standardization, with accumulated savings of $5M + and 50+VHCs.
  • People Management – Led recruitment of 20+ Front line managers for the vertical. Setup the Career and Capability uplift framework for L4 managers.

Senior Manager

Teleperformance
11.2019 - 10.2020
  • Supervised 10+ operational processes related to Seller Support and E-commerce operations (250+ employees); Managed daily/weekly/monthly delivery on Process metrics; Conceptualized Performance management framework and Fraud prevention mechanism for customer safety.
  • Revenue Growth – Increased revenue growth by 3x for specific line of business by onboarding new processes.
  • Process Compliance – Established process health metrics and audit mechanisms to effectively gauge process improvement opportunities, highlight risks in the value chain and conduct work-shops to drive solution implementation.
  • Awarded Best Manager award across all Partner sites in Teleperformance for exceeding Deliver results and maximizing business revenues.

Manager

Genpact
11.2013 - 11.2019
  • Setup and oversaw daily operations for Banking processes (200+ employees); Collections process setup; Built satellite offices in Australia and other parts of India to ensure business continuity; Team management; Global Process standardization; Data Mining; Acquisitions.
  • Won YoY Best manager award for 5 years for maintaining NPS scores of 9.5/10, Delivering HC growth and Driving revenue assurance.

Assistant Manager

Axis Bank
08.2013 - 11.2013
  • Retail banking operations – Outward clearing, Cash management, Bills/Remittances, Loans and Fund Management; Business Development – Customer acquisition and relationship management.

Event Co-Ordinator

Entice Events
01.2013 - 06.2013
  • Customer acquisition; Client/Celebrity management; Social media marketing; Financial Planning and execution; Vendor management.

Process Developer

Genpact
11.2010 - 12.2012
  • Process SME for a Collections process in GE Healthcare; Reporting and Creation of Data dashboards; Business Transitions; Training and Mentoring.

Education

Master of Business Administration -

Birla Institute of Technology
Mesra
05.2013

Bachelor of Business Administration -

Birla Institute of Technology
Mesra
05.2011

Skills

  • Critical thinking and problem solving
  • Project and Product management
  • Strategic planning
  • Influencing and negotiation
  • Risk assessment
  • Process improvement
  • Verbal and Written Communication

Certification

  • Lean Six Sigma Black Belt, Bench Mark Six Sigma, 07/01/21
  • Lean Six Sigma Green Belt, Genpact, 12/01/17

Hobbies and Interests

  • Playing Football
  • Reading
  • Cooking
  • Travel

Languages

  • English
  • Hindi
  • French

Timeline

Operations Manager

Amazon
11.2020 - Current

Senior Manager

Teleperformance
11.2019 - 10.2020

Manager

Genpact
11.2013 - 11.2019

Assistant Manager

Axis Bank
08.2013 - 11.2013

Event Co-Ordinator

Entice Events
01.2013 - 06.2013

Process Developer

Genpact
11.2010 - 12.2012

Master of Business Administration -

Birla Institute of Technology

Bachelor of Business Administration -

Birla Institute of Technology

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Nitish NagpalOperations and Strategy Leader