Gaurav Kapil

About Gaurav Kapil

Gaurav is a senior executive and CEO with expertise in operations, strategy, business transformation, and P&L management. He has held various leadership roles in both large corporations and the start-up ecosystem.Adaptable, determined, and focused, Gaurav has been instrumental in building efficient, scalable, reliable, and future-ready operations, enhancing customer experiences, and optimizing supply chain organizations through processes and technology.He is a people-oriented leader who establishes a powerful personal connection with the teams on the ground. He has led large, diverse teams and is known for his enthusiasm, positivity, and inspirational leadership, with the ability to motivate individuals and large teams.Gaurav serves as CEO-resQ, with overall responsibility for setting and executing the company’s long-term business strategy across Services and Care products. He leads a multi-million-dollar P&L, driving sustainable growth, operational excellence, and scalable delivery across markets.In his previous role, he served in the capacity of Chief Operating Officer at OneAssist, overseeing operations, P&L, service network design, supply and fulfilment, insurance, settlement operations, and acted as the custodian of the CX experience, and managed a large geographically distributed team. In role before that, Gaurav was Senior Vice President at Craftsvilla, he was responsible for operations, supply, category management, marketplace development, customer experience, and private labels. He played a crucial role in running and growing the business alongside the co-founders. Prior to this, he held the position of Senior Director of Operations Excellence and Customer Experience at Snapdeal and Flipkart.

Experience

1. Senior Vice President and Business Head

   Reliance Retail

   Dec 2025 — Present · Mumbai, IN

   Gaurav serves as CEO-resQ, with overall responsibility for setting and executing the company’s long-term business strategy across Services and Care products. He leads a multi-million-dollar P&L, driving sustainable growth, operational excellence, and scalable delivery across markets.His mandate spans end-to-end ownership of operations, service delivery and fulfilment, supply chain, and geographic expansion, while steering the business toward a multi-category platform. A core focus of his role is building resilient systems, high-performance teams, and a growth engine capable of supporting rapid scale.Gaurav leads a geographically distributed organization of employees and service fulfilment experts, supported by an ecosystem of 1600+ channel partners. ResQ business has become one of the largest and most trusted expert in the electronics care.

Education

• COPC-Certified Registered Coordinator (Release-4.1)

  Certified COPC-Registered Coordinator

  2008 — 2008

• National Institute of Technology Hamirpur-Alumni

  B. Tech, Mechanical

  1999 — 2003

• COPC-Release 5.0

  COPC- Certified registered coordinator

  2011 — 2011

• Indian Statistical Institute, Bengaluru Centre

  MBB, Certified Master Black Belt

  2009 — 2009

Skills

• Solution Architecture
• Black Belt
• Iso
• Business Process Improvement
• Process Management
• Business Process Mapping
• Analytics
• Process Improvement
• Service Delivery
• Process Engineering
• Balance Score Card
• Predictive Modeling
• Copc
• Multivariate Analysis
• Quality Assurance
• Bpo
• Offshoring
• Six Sigma
• Process Consulting
• Business Process
• Business Process Re-Engineering
• IT Service Management
• Change Management
• Lean Management
• Balanced Scorecard
• Operational Excellence
• Pmp
• Leadership
• Capacity Planning and Work Force Management
• Business Analytics
• Outsourcing
• Management
• Business Intelligence
• Quality Management
• Process Excellence
• Mis
• Workforce Management
• Copc-Registered Coordinator
• Risk Management
• Team Management