Leadership Movement | GreatCXO

Ashish Kapoor has been elevated as Senior Director – Process Excellence at Mercer, marking a significant milestone in his leadership journey.

In this expanded role, Ashish will lead enterprise-wide process excellence, lean transformation, automation, and AI-driven efficiency initiatives, co-owning global service delivery (GSD) efficiency targets and building a strong lean culture across the organization.

Ashish has demonstrated strong growth at Mercer, progressing from Director – Process Excellence (Vice President) to Senior Director, where he drives continuous improvement, simplification, standardization, and AI-led transformation programs. He has been instrumental in leading Rapid Improvement Events (RIEs) and partnering with AI teams to develop AI use cases across Health, Wealth, and Career business lines.

Prior to this, he worked with Accenture as Vice President – Business Transformation, leading RPA, intelligent operations, and transformation programs across finance domains (RTR, PTP, OTC, FP&A). As AVP – Business Transformation, he led global productivity initiatives and is a Lean Six Sigma Master Black Belt certified professional.

Earlier, he served as Deputy General Manager – Service Excellence at Jio, driving customer experience transformation, analytics-led insights, and service excellence initiatives, including leadership of JioMoney operations and performance optimization.

He also held the role of Assistant Director – Business Excellence at
MTS - Sistema Shyam Teleservices Ltd Ltd, leading pan-India quality, KPI design, and Six Sigma programs, and began his career as a Quality Manager at Vodafone, building strong expertise in customer service quality and training operations.

With a proven track record in process excellence, digital transformation, and AI-driven operations, Ashish is well-positioned to drive Mercer’s next phase of operational excellence and innovation.

👏 Congratulations to Ashish Kapoor on this well-deserved elevation.
The GreatCXO community wishes him continued success.

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