Rohan Srivastava

Customer-service orientation, “big-picture” vision, and sensitivity to the bottom-line combine usefully to deliver projects with a characteristic blend of detail, and cost-effectiveness. Career span of 8 years of experience which is into Client Service and Customer Relationship Management. A keen planner, strategist & implementer with demonstrated abilities in planning service related business plans & strategies for accelerating the growth of the organization. Extensive understanding and usage of processes and fast integration of best practices from outside functions or businesses. Abilities in monitoring overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.

• Responsible for driving performance through effective coaching and performance management.

• Worked in different levels/orientation in Lead to Cash Cycle for Business and reported scope of improvements in overall process.

• Secured 2 back to back Promotions for successfuly executing Contract Transition from On-shore Team and Training on Revenue Assurance.

• Have led a Team of 15 resource comprises of SRMs & CDMs to work on various projects and prepare Business Case for reaching milestones.

• Awared Contract Performer of the Year'20-21 - Implemented contract oriented processes for service delivery.

• SRM Utilization Project - Resource Efficiency.
• Delivered Provisioning and Change projects.
• Associated with Revenue Assurance Team.
• NPS and The Customer’s Satisfaction Survey.
• Managing Monthly Service/Business Review.

Marketing Essentials - Harvard Business Review

• Obligation Management – To ensure all BT’s commitments are met during the life of the contract. Assign owner for each Obligation, review progress and ensure compliance.
• Financial Forecasting - Provide the best estimate of revenues to be realized and cost to be incurred in the following periods to the contract accountants. Defining base revenues and cost of the contract P&L, reflecting appropriate change controls in forecasted numbers, forecast for the upcoming sales opportunities available in the Salesforce based on how likely they are going to be realized in contract P&L.
• Change Management - Maintain governance over contract change controls to ensure all change controls are tracked and billed to the customer appropriately.
• Risk Management - Identify, evaluate, respond and monitor the risk management process to ensure all risk are mitigated and cause no financial impact on contract P&L.
• Resource Management - Ensuring people are resourced appropriately on to the work as per the Resource Plan, ensure accurate time booking against the Project code and validating Resource cost against Budgeted Cost.
• Supplier Management – To ensure all SLA’s are met by the 3rd Party suppliers as contracted in supplier agreement, match the third party spend on the contract against the customer revenue, ensure operational engagement with the third parties.
• Stakeholder Management - Engage and manage stakeholders at different levels, both within and outside the organization, to achieve contract objectives.
• Contract Governance– Prepare various contract governance reports CGR’s providing an important element of internal governance for senior management team. It includes a self-assessment of a contracts ‘state of health’ along with key financial data.
• Debt Management - Work with Collections Team/Contract accountant on overdue debt, Escalate to account team/customer where necessary. 
• Variance Analysis – Preparation and Review of Monthly Forecasts and Bi-Rolling Forecast with in-depth analysis of variances b/w actuals, forecast & budgets and provide variance commentary accordingly. 
• Invoice Management – Ensuring Invoices are raised appropriately and issued to customer each month within the agreed SLA. 
• Revenue Management – Identifying revenue leakage (if any) and ensure to bill them with retrospective effect as per the Contractual terms. 
• Margin Management – Identification of areas to reduce cost & improve revenue margins and their implementation with the help of Procurement & Contract Team.