Sourabh Srivastava
Own and lead Enterprise Customer Support (ECS) function for global customers providing L3-L4 Support. Own and Improve NPS (Net... | Glasgow, Scotland, United Kingdom
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Sourabh Srivastava’s Emails sa****@si****.com
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Sourabh Srivastava’s Location Glasgow, Scotland, United Kingdom
Sourabh Srivastava’s Expertise Own and lead Enterprise Customer Support (ECS) function for global customers providing L3-L4 Support. Own and Improve NPS (Net Promoter Score) – CSAT (Customer Satisfaction), or other Customer Metric (MTTR, Aging etc),VoC and drive the Key Customer Satisfaction Metrics For Businesses. Drive efficient and consistent processes to support Customers effectively Own Customer SLAs and keep the SLA breaches/Credits to minimum. Responsible for to maintain cost budget and margins. Drive additional revenue opportunities through services via existing & new customer engagement. Create a customer First culture and team structures to support the same. Use Customer Insight and Root Cause using 5 why’s Analytics to identify organization wide improvements and present these to the Board/Senior Stakeholder Peers. Act as the Voice of the Customer across the organisation. Complete ownership from writing to maintenance of the Internal Knowledge Wiki & Integration with Chatbot . Continually develop improvements and embed successful change projects. Handling 50+ Customer Support across multiple geographic in BFSI vertical. Leadership experience managing teams that are at least 20-people . Strong Experience managing a Customer Support for small, medium, large Customer s concurrently in diverse geographies. Experienced Associate with a demonstrated history of working in the banking industry. Skilled in Oracle Database, Databases, Large Scale System Integration, Business Intelligence, and Business Process Improvement. Elicit requirements using interviews , documents analysis ,requirements workshops, survey ,site visits , business process descriptions ,use cases ,scenarios ,business analysis ,task and workflow analysis. Critically evaluate information gathered from multiple sources , reconcile conflicts ,decompose high-level information into details , abstract up from low-level information to a general understanding , and distinguish user requests from the underlying true needs. Proactively communicate and collaborate with external and internal customers to analyse information needs and functional requirements and deliver artefacts as needed . Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Collaborate with implementation teams , supply line and SME to establish the technical vision and analyse trade-off between usability and performance needs. Understanding of how to interpret customer business needs and translate them into applicable operational requirements .
Sourabh Srivastava’s Current Industry Nucleus Software
Sourabh
Srivastava’s Prior Industry
Nucleus Software Exports
|
Nucleus Software
|
National Bank
|
Sungard Now Part Of Fis
|
Nihon Finance
|
Sungard Financial Systems Now Part Of Fis
|
Hitachi High Tech
|
Hsbc
|
Royal Bank Of Scotland Business
|
Shawbrook Bank
|
Dynamic Futures
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Work Experience
Nucleus Software
Senior Team Lead-Product Engineering
Tue Jun 01 2021 00:00:00 GMT+0000 (Coordinated Universal Time) — Present
Nucleus Software
Product Specialist
Tue Jan 01 2019 00:00:00 GMT+0000 (Coordinated Universal Time) — Tue Jun 01 2021 00:00:00 GMT+0000 (Coordinated Universal Time)
Dynamic Futures
Business Analyst
Mon Jan 01 2018 00:00:00 GMT+0000 (Coordinated Universal Time) — Tue Jan 01 2019 00:00:00 GMT+0000 (Coordinated Universal Time)
Shawbrook Bank
Business Analyst-AAF
Mon Aug 01 2016 00:00:00 GMT+0000 (Coordinated Universal Time) — Mon Jan 01 2018 00:00:00 GMT+0000 (Coordinated Universal Time)
Royal Bank Of Scotland Business
AML Business Analyst
Tue Dec 01 2015 00:00:00 GMT+0000 (Coordinated Universal Time) — Thu Sep 01 2016 00:00:00 GMT+0000 (Coordinated Universal Time)
Hsbc
Service Delivery Consultant
Wed Jul 01 2015 00:00:00 GMT+0000 (Coordinated Universal Time) — Tue Dec 01 2015 00:00:00 GMT+0000 (Coordinated Universal Time)
Hitachi High Tech
Migration Specialist
Mon Sep 01 2014 00:00:00 GMT+0000 (Coordinated Universal Time) — Mon Jun 01 2015 00:00:00 GMT+0000 (Coordinated Universal Time)
Sungard Financial Systems Now Part Of Fis
Professional Services Consultant (Ambit Asset Finance)
Tue Oct 01 2013 00:00:00 GMT+0000 (Coordinated Universal Time) — Tue Dec 01 2015 00:00:00 GMT+0000 (Coordinated Universal Time)
Nihon Finance
Migration Consultant
Sun Sep 01 2013 00:00:00 GMT+0000 (Coordinated Universal Time) — Mon Sep 01 2014 00:00:00 GMT+0000 (Coordinated Universal Time)
Sungard Now Part Of Fis
Engineer-Product Development(Data Migration Consultant)
Mon Oct 01 2012 00:00:00 GMT+0000 (Coordinated Universal Time) — Sun Dec 01 2013 00:00:00 GMT+0000 (Coordinated Universal Time)
Nucleus Software Exports
Data Migration
Thu Dec 01 2011 00:00:00 GMT+0000 (Coordinated Universal Time) — Fri Jun 01 2012 00:00:00 GMT+0000 (Coordinated Universal Time)
National Bank
PL/SQL Developer
Fri Jul 01 2011 00:00:00 GMT+0000 (Coordinated Universal Time) — Tue Nov 01 2011 00:00:00 GMT+0000 (Coordinated Universal Time)
Nucleus Software Exports
Data Migration
Sat Jan 01 2011 00:00:00 GMT+0000 (Coordinated Universal Time) — Fri Apr 01 2011 00:00:00 GMT+0000 (Coordinated Universal Time)
Nucleus Software
Migration Consultant
Mon Nov 01 2010 00:00:00 GMT+0000 (Coordinated Universal Time) — Mon Oct 01 2012 00:00:00 GMT+0000 (Coordinated Universal Time)
Nucleus Software Exports
Data Migration
Wed Sep 01 2010 00:00:00 GMT+0000 (Coordinated Universal Time) — Wed Dec 01 2010 00:00:00 GMT+0000 (Coordinated Universal Time)
Nucleus Software Exports
Finnone Consultant
Thu Jul 01 2010 00:00:00 GMT+0000 (Coordinated Universal Time) — Mon Oct 01 2012 00:00:00 GMT+0000 (Coordinated Universal Time)
Nucleus Software
Software Engineer
Thu Jul 01 2010 00:00:00 GMT+0000 (Coordinated Universal Time) — Mon Oct 01 2012 00:00:00 GMT+0000 (Coordinated Universal Time)
Nucleus Software Exports
Function Knowledge
Thu Jul 01 2010 00:00:00 GMT+0000 (Coordinated Universal Time) — Sun Aug 01 2010 00:00:00 GMT+0000 (Coordinated Universal Time)Skills
Languages
Sourabh Srivastava Email Addresses
FAQ About Sourabh Srivastava
-
Sourabh Srivastava is located at
Glasgow, Scotland, United Kingdom -
Sourabh Srivastava is a
Own and lead Enterprise Customer Support (ECS) function for global customers providing L3-L4 Support. Own and Improve NPS (Net Promoter Score) – CSAT (Customer Satisfaction), or other Customer Metric (MTTR, Aging etc),VoC and drive the Key Customer Satisfaction Metrics For Businesses. Drive efficient and consistent processes to support Customers effectively Own Customer SLAs and keep the SLA breaches/Credits to minimum. Responsible for to maintain cost budget and margins. Drive additional revenue opportunities through services via existing & new customer engagement. Create a customer First culture and team structures to support the same. Use Customer Insight and Root Cause using 5 why’s Analytics to identify organization wide improvements and present these to the Board/Senior Stakeholder Peers. Act as the Voice of the Customer across the organisation. Complete ownership from writing to maintenance of the Internal Knowledge Wiki & Integration with Chatbot . Continually develop improvements and embed successful change projects. Handling 50+ Customer Support across multiple geographic in BFSI vertical. Leadership experience managing teams that are at least 20-people . Strong Experience managing a Customer Support for small, medium, large Customer s concurrently in diverse geographies. Experienced Associate with a demonstrated history of working in the banking industry. Skilled in Oracle Database, Databases, Large Scale System Integration, Business Intelligence, and Business Process Improvement. Elicit requirements using interviews , documents analysis ,requirements workshops, survey ,site visits , business process descriptions ,use cases ,scenarios ,business analysis ,task and workflow analysis. Critically evaluate information gathered from multiple sources , reconcile conflicts ,decompose high-level information into details , abstract up from low-level information to a general understanding , and distinguish user requests from the underlying true needs. Proactively communicate and collaborate with external and internal customers to analyse information needs and functional requirements and deliver artefacts as needed . Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Collaborate with implementation teams , supply line and SME to establish the technical vision and analyse trade-off between usability and performance needs. Understanding of how to interpret customer business needs and translate them into applicable operational requirements . Nucleus Software -
Sourabh Srivastava currently works in the
Nucleus Software -
Sourabh Srivastava specializes in
Own and lead Enterprise Customer Support (ECS) function for global customers providing L3-L4 Support. Own and Improve NPS (Net Promoter Score) – CSAT (Customer Satisfaction), or other Customer Metric (MTTR, Aging etc),VoC and drive the Key Customer Satisfaction Metrics For Businesses. Drive efficient and consistent processes to support Customers effectively Own Customer SLAs and keep the SLA breaches/Credits to minimum. Responsible for to maintain cost budget and margins. Drive additional revenue opportunities through services via existing & new customer engagement. Create a customer First culture and team structures to support the same. Use Customer Insight and Root Cause using 5 why’s Analytics to identify organization wide improvements and present these to the Board/Senior Stakeholder Peers. Act as the Voice of the Customer across the organisation. Complete ownership from writing to maintenance of the Internal Knowledge Wiki & Integration with Chatbot . Continually develop improvements and embed successful change projects. Handling 50+ Customer Support across multiple geographic in BFSI vertical. Leadership experience managing teams that are at least 20-people . Strong Experience managing a Customer Support for small, medium, large Customer s concurrently in diverse geographies. Experienced Associate with a demonstrated history of working in the banking industry. Skilled in Oracle Database, Databases, Large Scale System Integration, Business Intelligence, and Business Process Improvement. Elicit requirements using interviews , documents analysis ,requirements workshops, survey ,site visits , business process descriptions ,use cases ,scenarios ,business analysis ,task and workflow analysis. Critically evaluate information gathered from multiple sources , reconcile conflicts ,decompose high-level information into details , abstract up from low-level information to a general understanding , and distinguish user requests from the underlying true needs. Proactively communicate and collaborate with external and internal customers to analyse information needs and functional requirements and deliver artefacts as needed . Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Collaborate with implementation teams , supply line and SME to establish the technical vision and analyse trade-off between usability and performance needs. Understanding of how to interpret customer business needs and translate them into applicable operational requirements . -
Sourabh Srivastava speaks the following languages:
No languages available. -
Sourabh Srivastava has prior experience in the following industries:
Nucleus Software , Dynamic Futures , Shawbrook Bank , Royal Bank Of Scotland Business , Hsbc , Hitachi High Tech , Sungard Financial Systems Now Part Of Fis , Nihon Finance , Sungard Now Part Of Fis , Nucleus Software Exports , National Bank , Nucleus Software Exports , Nucleus Software , Nucleus Software Exports , Nucleus Software Exports , Nucleus Software , Nucleus Software Exports -
Sourabh Srivastava has the following professional experience:
Nucleus Software , Nucleus Software , Dynamic Futures , Shawbrook Bank , Royal Bank Of Scotland Business , Hsbc , Hitachi High Tech , Sungard Financial Systems Now Part Of Fis , Nihon Finance , Sungard Now Part Of Fis , Nucleus Software Exports , National Bank , Nucleus Software Exports , Nucleus Software , Nucleus Software Exports , Nucleus Software Exports , Nucleus Software , Nucleus Software Exports . -
You can view Sourabh Srivastava’s
LinkedIn profile at LinkedIn URL. -
Sourabh Srivastava’s work email addresses are
[email protected] . -
Sourabh Srivastava works at
Nucleus Software
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