Saurabh Shrivastava Email & Phone Number

Greater Seattle Area

Seattle, Washington, United States

Responsible for the worldwide operational management of the Marketing Service Centers (MSCs) comprising 300+ marketing operation professionals in various onshore, nearshore, and offshore locations – United States, India, Lebanon, Romania, Prague, and Argentina. The scope of the responsibilities includes Client relationships, Account Management, Annual and quarterly planning related to Staffing and Capacity forecast, and Strategic initiatives for efficiencies optimization.Key Responsibilities• Oversee account relationships and act as the primary liaison for corporate, local office, and client relationships.• Build strong relationships with internal departments and drive deliverables to help meet the goals of our clients (process improvement, efficiency optimization, capacity forecasting, annual planning)• Cross-functional collaboration with Operations, Business, and Technology teams to help drive strategic initiatives.• Lead Monthly, and Quarterly Business reviews with clients to report KPIs (SLA, Lead Time, Satisfaction Score, Average Handling Time) against agreed Statement of Work (SOW), Cost, and resource utilization. • Uncover/understand client objectives, challenges, and needs by performing regular client needs assessments and operational audits.• Ownership of invoicing, budgeting, forecasting, staffing, and overall center of excellence.• Key focus on solving operations issues (Ex – Hiring delays, Quality Deliverables, KPI misses,• Assure Business Continuity and disaster recovery planning through the regular workload balancing across multiple work locations and capabilities. • Responsible for crisis management, process management, SLA adherence, service improvement, value adds, etc. • Build capabilities of individuals and teams through effective employee development, involvement, communication, and coaching• Help support the overall goal-setting process with HR and the leadership team.

Gurgaon,Haryana

Managing technically advanced and state of the art Back Office Operations for Microsoft in the US, Canada markets. Being a valued contributor to key strategic initiatives right from conceptualization to facilitating implementation in real time environments. Directly responsible for managing a team of eight team leads with a complete span of 60 members.Key ResponsibilitiesClient Servicing• Mapping client’s requirements and ensuring rendering effective solutions in line with the guidelines specified by the clients on the Operations Shop Floor• Taking escalations for resolving critical issues; ensuring Quality, Delivery & Business Continuity.• Onboarding a new process/project and leading frequent client reviews on operations health and project status.• Cost estimation based on project requirementOperations Management• Standard Operational Procedures (SOP) Creation and implementation• Setting up & maintaining CTQ (Critical To Quality) / CTP (Critical To Process) targets for process & team• Taking various initiatives for maintaining SLA (Service Level Agreement) and ensuring the targets are always met• Conducting All Hands with the Operation Leads to keep them informed on the company’s vision and latest updates.• Frequent internal project reviews to check performance status• Team Goal setting and constant review of progress• Ensuring healthy utilization for the production team and raising funding requests to stakeholders for low-capacity issuesProcess Management• Ensuring internal process audits & process reviews to ensure strict adherence to the process parameters/systems as defined guidelines• Initiative process automation projects (where applicable) for efficiency gainTeam Management• Managing Team functions viz. manpower planning, recruitment, induction, performance appraisal, etc.• Leading, mentoring & monitoring the performance of project leads to ensure efficiency in process operations and meeting of individual & team targets

Gurgain, Haryana

Good exposure in Process Transition, Client management, Cross-functional exposure in Operations, Quality, Training, Special focus and skills to support and mature a Start-up business with speedy ramp-ups and project management tools & discipline. Good knowledge of Best Practices & Trends in Shared Services Industry. KEY RESPOSIBILITIES INCLUDE: Giving presentations and reports to the client on proposed process migration strategy and coordinating with the Offshore project Manager for transition plans, this includes selection of people with the required and agreed skill sets, from within the process. Ensuring and working on cost effective and optimum resource utilization for existing and new processes. SPOC for client related issues and complaints. Analyzing End user satisfaction and dissatisfaction and aligning that with transaction monitoring. Forecasting, Staffing, Scheduling and reduction of attribute level variation in transaction monitoring.

Supervising the Services Operations of the BPO and monitoring the work force of 15 team members from various functional departments. Successfully achieved team targets regularly with proper process management, planning & control. Interacting directly with the client to set regular call monitoring sessions and to obtain / deliver feedback on performance.Responsible for driving corporate values and culture to the shop floor, be a single point of contact for the team and the senior management through effective communication on key deliverables, Coordinating team huddles and meetings, handling escalated calls

Gsb Lead, Organizational Leadership

Masters In Business Administration, Marketing

Bachelor Of Computer Science, Computer Science