Prafull Kumar
Global Delivery Leader | Operational Excellence | Strategic Leadership | Customer Experience | Delivering Growth | CoE Builder | Driving High-Performance | Habit Champion
- Role
- General Manager Benefits (Health & Wealth Services) at Wipro
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
About Prafull Kumar
Driving Operational Excellence | Strategic Leadership | Empowering High-Performing TeamsWith over two decades of leadership experience, I am dedicated to fostering operational excellence and empowering teams to achieve extraordinary outcomes. My expertise spans Operations, Strategy, Quality, and Compliance, where I have consistently enabled teams to surpass both business and individual goals through a collaborative, results-driven approach.I am passionate about stakeholder management, having built strong relationships while motivating teams in fast-paced, multi-functional environments. My strategic acumen enables me to make impactful business decisions that enhance productivity, engagement, and measurable outcomes.Key Expertise:Strategic Planning & Consulting: Translating insights into informed decision-making and sustainable growth.Change Management: Leading organizations through transformational shifts with agility and resilience.Service Delivery: Ensuring top-tier service quality, exceeding expectations.Customer Experience: Championing initiatives to boost satisfaction and loyalty.Business Growth: Driving expansion into new markets and uncovering opportunities.Portfolio Leadership: Successfully managing diverse, complex projects with precision.A key highlight of my career has been establishing Centers of Excellence, standardizing, digitizing, and automating processes for optimal performance. I specialize in transitioning complex work, customizing business setups, and ensuring exceptional service through Service Level Agreement adherence, resource management, and operational excellence.As a leader passionate about talent development, I’ve built high-performing teams, mentored senior leaders, and promoted diversity and inclusion. My leadership philosophy centers on collaboration, empowerment, and continuous growth.
Experience
General Manager Benefits (Health & Wealth Services)
Jan 2026 — Present · Gurugram, IN
A seasoned General Manager leading global operations for one of Wipro BPS’s largest and most strategic clients, with responsibility for large, multi‑location delivery teams across global delivery centers. Brings deep expertise in managing complex, regulated business processes across Healthcare, Pensions, 401(k), and Point Solutions, supporting services that impact more than half of the Fortune 500.Proven leader in driving operational excellence, scale, and profitability by combining strong execution discipline with transformation‑led thinking. Leading end‑to‑end business operations for a marquee client portfolio, ensuring consistent delivery, risk management, and service excellence across geographiesDriving operational efficiency through automation, digitization, and strategic process re‑engineering to improve productivity, quality, and cost outcomesSponsoring enterprise initiatives focused on colleague engagement, retention, capability building, and sustained productivity improvementEmpowering teams with structured operating playbooks, enabling robust operational reviews, performance transparency, and execution rigorMonitoring program milestones, optimizing resource allocation, and proactively managing operational and delivery risksBuilding and nurturing senior‑level client relationships, driving retention, account growth, and improved CSAT, NPS, and SLA performanceChampioning strategic thought leadership and functional innovation, embedding best practices across operationsCollaborating with cross‑functional stakeholders across delivery, transformation, technology, and client teams to deliver high‑value outcomesAccountable for P&L, including annual revenue growth, margin improvement, and long‑term financial sustainabilityLeading a high-performing team of professionals, including Directors, AVPs, Sr. Managers. Together, we’re transforming customer experience with a relentless focus on efficiency, innovation, and client success.
Education
Institute of Management, Technology and Finance
EPMBA, Business Administration and Management, General
Indian School of Business
Strategy Formulation and Execution, Business, Management, Marketing, and Related Support Services
Indian Institute of Management, Calcutta
Leadership Excellence, Business, Management, Marketing, and Related Support Services
Institute of Management Technology, Ghaziabad
Diploma, Business Administration and Management, General
2006 — 2007
Hemwati Nandan Bahuguna Garhwal University
Bachelor of Science (B.Sc.), Mathematics
2001 — 2004
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