Sourabh Srivastava

FAQ About Sourabh Srivastava

• What is Sourabh Srivastava's address?

  Sourabh Srivastava is located at
  Glasgow, Scotland, United Kingdom

• What is Sourabh Srivastava's job title?

  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

• What industry does Sourabh Srivastava currently work in?

  Sourabh Srivastava currently works in the
  Nucleus Software

• What is Sourabh Srivastava's area of expertise?

  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 .

• Which languages does Sourabh Srivastava speak? 

  Sourabh Srivastava speaks the following languages:
  No languages available.

• Which industries has Sourabh Srivastava previously worked in?   

  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

• What is Sourabh Srivastava’s work experience?  

  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 .

• How can I find Sourabh Srivastava on LinkedIn?  

  You can view Sourabh Srivastava’s
  LinkedIn profile at LinkedIn URL.

• What are Sourabh Srivastava’s work email addresses?  

  Sourabh Srivastava’s work email addresses are
  [email protected] .

• What company does Sourabh Srivastava work for?  

  Sourabh Srivastava works at
  Nucleus Software