Kapil Deshpande

About Kapil Deshpande

Business Operations Leader | Project & Program Management | Process Excellence | Continuous Improvement Results-driven Business Operations Manager with 20+ years of experience in project management, process excellence, quality transformation, and customer success. Passionate about driving efficiencies, automating workflows, and leading high-impact initiatives to enhance business operations and service delivery. Currently leading strategic projects at Salesforce, ensuring seamless execution, risk management, and stakeholder alignment across global teams. Proven expertise in driving continuous improvement, optimizing workflows, and implementing innovative solutions that enhance customer satisfaction and business performance.**Key & Program Management** – Leading large-scale projects with a focus on execution and efficiency.**Process Optimization & Automation** – Implementing Lean Six Sigma methodologies to enhance productivity.**Continuous Improvement** – Driving operational excellence through data-driven insights and best practices.**Customer Success & Quality Management** – Ensuring high-quality service delivery and process transparency.**Cross-Functional Collaboration** – Partnering with global teams across India, US, UK, Australia, and the Philippines. Passionate about **building high-performing teams**, fostering innovation, and delivering **measurable business impact**. Always open to **networking and exploring new opportunities** to drive transformation and operational success. Let’s connect!#ProjectManagement #ProcessExcellence #BusinessOperations #ContinuousImprovement #Leadership #CustomerSuccess #QualityManagement

Experience

1. Business Process & Tools Senior Manager

   Salesforce

   Feb 2024 — Present · Hyderabad, IN

   Ensure all projects are delivered on time within the stipulated scope Lead the initiation and planning of a project and ensure technical feasibility Develop a detailed plan to monitor and track the progress of the project Coordinate with internal and external parties for the flawless execution of projects Manage relationships between clients and stakeholders Measure project performance using appropriate project management tools Perform risk management analysis to reduce project risks Report and escalate to upper management as and when needed Create and maintain a comprehensive project documentation Assist in the prioritization of backlog items at both a global and regional level, while managingstakeholder expectations and IT capacity demands Understand and interpret the diverse issues and requirements of stakeholders which maysometimes conflict and facilitate/negotiate with stakeholders to design solutions that meetoverall business Critically evaluate information gathered from multiple sources, reconcile conflicts, converthigh-level information into details, convert technical information to a general understanding,and differentiate user requests from the underlying true needs. Collaborate with IT to drive the implementation of more complex systems enhancements

Education

• Adarsha Polytechnic

  Diploma, Computer Science and Engineering

  2000 — 2002

• Indian School of Business

  Business Administration and Management, General

• NIBM Institute

  Executive MBA, Quality systems management and Operations Management

  2013 — 2014

Skills

• Operational Excellence
• Certified Green Belt
• Service-Level Agreements (Sla)
• Quality Assurance
• Vendor Management
• Iso 9001
• Contact Centers
• Service Delivery
• Business Analysis
• Iso 9000
• Itil
• Team Leadership
• Project Management
• Erlang
• Call Centers
• Sla
• IT Service Management
• Microsoft Office
• Team Management
• Active Directory
• Itil V3 Foundations Certified
• Transition Management
• Customer Service
• Management
• Team Building
• Captivate