Kapil Uppal

Experienced professional with over 18 years in Sales Operations, Customer Experience, Partner Experience, Team Management, Process Optimization, and Digital Transformation. Proven success in managing cross-functional global teams, driving efficiency, improving customer satisfaction, and delivering measurable business outcomes. Adept at leading large-scale projects, transitioning global processes, and implementing automation strategies across industries.

HP India Sales Pvt. Ltd. | Since Apr 2013

Account Operations Manager | Apr 2015 – Present

• Managed operational relationships with mid-to-large clients, improving SLAs and customer satisfaction.
• Drove process improvement initiatives and optimized Order-to-Cash cycles.
• Deployed global tools and led training sessions and post-deployment optimizations.
• Acted as a point of escalation for customers and partners concerns and collaborated with other functions to drive resolution of operational issues of high complexity.
• Identified process gaps, advocated for process improvements, and implemented changes to enhance operational efficiency and customer satisfaction.
• Spearhead the design and documentation of end-to-end (E2E) order fulfilment & contractual eBiz processes (Process Mapping/SOP), ensuring alignment with global standards across EMEA, APJ, and AMS regions.
• Conducted project reviews with leadership, presenting progress updates, risk assessments, and key milestones.

Team Lead – Billing | Apr 2013 – Apr 2015

• Led billing operations, ensuring timely invoice generation, payment followups, and accurate ERP reconciliations.
• Interfaced with customers to address billing discrepancies, issue resolutions, and payment processing.

Mahindra Satyam BSG, Hyderabad | Jul 2010 – Mar 2013

Operations Manager – Russell Investments

• Successfully transitioned and stabilized Australian Hire to Retire processes.
• Led payroll processing, fund investments, and customer disbursements with a focus on compliance.
• Recruited, trained, and managed high-performing teams, reducing attrition and boosting productivity.

Mercer HR Services (Patni Computers) | Mar 2006 – June 2010

Assistant Manager – UK/Ireland Fund Accounting

• Managed fund accounting, pension administration, and financial analysis, ensuring regulatory compliance.
• Collaborated with auditors and compliance teams to maintain seamless operations.

Hewitt HR Services (Efunds International) | Mar 2004 – Mar 2006

SME/Team Member – Direct Billing & Payments

• Led monthly account reconciliations, ensuring accuracy and financial compliance.
• Managed health and group benefits reconciliation, preparing executive dashboards for clients.

EDUCATION •

M.Com (Masters in Commerce) – RDVV Jabalpur University, 1999

B.Com (Bachelors in Commerce) – RDVV Jabalpur University, 1997