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SAURAV SRIVASTAVA
Hyderabad
Summary
Results-driven professional with forward-thinking approach centered on company success and competitive growth. Demonstrated record of success in building successful teams and growing and managing profitable operations.
Overview
24
24
years of professional experience
19
19
Years of outsourcing experience
Work History
Vice President
Complinova Associates Private Ltd
Hyderabad
06.2022 - Current
- Business Development and Customer Success
- Responsible for sales and customer success for products and services across the organization
- KRA’s include
- End to End presales lead generation, acquisition, nurturing, closure & transitioning of customers for SaaS products and services, including improving existing accounts growth
- Building strong client relationships to upsell and cross-sell products and offerings
- Owning the incident management process, including assignment of priority & severity tasks, providing ongoing updates on the status of incidents to clients through resolution and root cause analysis
- Front-ending discussions and product demonstrations, ideate and create content for customer discussions
- Reviewing, recommending and implementing improvements to products and services basis customer and market feedback to mature products and improve CSAT
- Managing and governing vendor performance and relationships
- Driving revenue growth and exceed performance targets
Books and You
Hyderabad
06.2019 - Current
- Books and You is a bootstrap start up formed with a vision to encourage kids & people of all ages to rediscover the benefits of reading physical books and recommending books to parents for initiating their kids to the world of reading
- Books and You is an online e-commerce bookstore which delivers across India and across the globe
- As Co-Founder, responsibilities include managing operations and
- Regulatory - Entity Set up & Registration, Trademark Registration – worked with multiple entities and organizations to complete the set-up process
- P & L and Accounts – grew the monthly revenues from website sales to over ₹ 1.5 lakhs in the last 12 months since launch
- Books and You has been profitable since inception in March 2019 due to diligent monitoring of expenses
- Supplier and Vendor Management – Dealing with publishing houses, distributors, service providers – IT, Logistics, delivery partners – tied up with multiple publishers to host their entire product range on our website and as exclusive resellers for several new authors
- Business Development – New product launches, tie ups with independent authors and publishers – promote & sell new titles, create awareness and improve sales - B2B and B2C channels
- Customer Service/Experience and Support – through Email, Phone, Chat, Bots to improve engagement and reduce cart abandonment
- SEO & Digital Marketing – Set up and growth across Google and Social Media platforms including content creation and various promotional activities – increased website visits to over 20K on a monthly basis through a mix of organic and inorganic methods
- Website Development – Liaison, interface design, functionality, and design enhancements in collaboration with development team, trouble shooting, testing
- Roadshows and Exhibitions in partnership with event managers/management companies to drive awareness and visibility
- Logistics including vendor selection, optimization of shipping charges without impacting delivery
- Setting up storefronts on leading e-commerce platforms as additional LOB, inventory management and account management
Deputy General Manager & Head
Karvy Insurance Repository Pvt. Ltd
Hyderabad
07.2017 - 05.2019
- Service Delivery
- Responsible for service delivery across India (600+ resources) for all verticals – Back Office, Insurance Repository (new accounts and customer success) across all client areas
- Job responsibilities and achievements included:
- P & L responsibility for digital operations and sales
- Ensuring service delivery for all areas; ensuring reviews and action plans are created for any misses
- Improved efficiency levels across leading to HC reduction by 39% through release of existing resources for new business opportunities
- Automation of routine activities to eliminate manual processing levels leading to TAT and Accuracy improvement from around 90% to 97%+
- Reduced incorrect payouts for financial transactions from INR 5 lacs+ to under INR 50K annually
- Rationalized span ratio’s to optimize salary costs by 21%
- Transition Management including due diligence, new account set up and migrations for 3 new life insurance clients
- Customer Service & Experience – Setting up of a helpdesk to manage customer queries, support for technical issues and complaints for repository operations including dealing with IRDA for ensuring compliance with regulations
- Client Management, Relationship management, handling client escalations and exploring new business opportunities, cross sell opportunities, contract discussions and price negotiations
- RFP/RFI responses, client presentations and demonstrations – product and process, pricing discussions and contract finalization
- SaaS based product development and sales – Solutioning, onboarding and implementing SaaS offerings for B2B customers
- People & Resource Management – Leading, managing, developing, mentoring, and motivating team members, as well as managing the talent sourcing strategy across the country
- Vendor Management – ensuring service levels and delivery across different vendors, SLA and performance reviews
Associate Director
United Health Group Information Services Pvt. Ltd
Hyderabad
04.2016 - 05.2017
- Claims Operations
- Responsible for claims service delivery for a line of business and region within the United States based out of NCR and Hyderabad (350 resources)
- Job responsibilities included:
- Ensuring revenue and Operating earnings targets are met and exceeded for the business
- Process Management - SLA management including Quality, TAT, Productivity
- Quality delivered at 99.99%+ consistently through, Introduced step up targets and revised incentive scheme which helped reduce 10 FTE’s requirement leading to additional business outsourcing opportunity
- Drove internal accuracy projects to improve accuracy from 93% to 97% thereby reducing external errors by 70% and eliminating dependency on repeat quality checks
- Leading initiatives to reduce cost and improve operating earnings%
- Improved Seat Utilization from 1.45 to 1.82 leading to savings of $1.8M annualized
- Increased OE% from 26% in 2015 to ~30% monthly in 2016
- Leading and driving Process Innovation and Improvement initiatives to improve accuracy and Turn Around Time
- Reduction of interest paid for delayed processing of claims from $834K in 2015 to $463K in 2016
- Ensured target of mis-paid avoidance of $7MM is met/exceeded every month through new initiatives and error prevention and detection tools
- Ensuring Business Continuity plans are developed and executed including testing at periodic intervals as part of EMT team and Site BCP lead for business segment
- Designated as site lead for Hyderabad for business segment
- Client management, handling client escalations and exploring new business opportunities
- Improving customer experience and Net Promoter Scores (NPS) through improved customer service levels and reduced escalations
- Tasked with implementation of new digital platform for claims processing for Optum Global Services
- Identified key bottlenecks and streamlined governance and knowledge sharing sessions led by SME’s to improve claims processing accuracy
- Interacting with client/ internal stakeholders to drive and influence improvement objectives
- Forecasting, strategizing and implementing plans for growth in business
- Managing transitions – from identifying processes to setting up SLA’s and monitoring performance along with transition team
- Mentoring, training and grooming Middle and Frontline Managers to manage people, process and performance
- Leading Employee Engagement activities and identifying measures to reduce employee turnover
- Improved employee satisfaction from 83% in 2015 to 90% in 2016 annual survey
- Responding and providing direction for operational issues
Deputy General Manager & Head
Karvy Insurance Repository Pvt. Ltd
Hyderabad
09.2014 - 04.2016
- Responsible for service delivery across India (250 resources) for all verticals – Back Office, Insurance Repository (new accounts and customer service) and Persistency Management across all client areas
- Job responsibilities included:
- Ensuring revenue and profitability targets are met and exceeded for the company and ensuring additional revenue streams are identified and explored
- Responding to RFP, RFI and leading pre-sales discussions
- Project Execution – of all projects in pipeline are completed as per timelines
- 2 projects executed from planning to implementation stage
- Contract discussions including existing and any renewals, discussions and negotiations with prospective clients and leading prospective client visits
- Ensuring service delivery for all areas; ensuring reviews and action plans are created for any misses
- Improved accuracy levels across all processes leading to reduced/zero penalties for misses in SLA’s
- Improved night shift staffing for increased seat utilization and laid down governance structure to increase accountability and output enabling a 1-day TAT for all back-office processes
- Client management, handling client escalations and exploring new business opportunities
- SaaS based product development and sales – Solutioning, onboarding and implementing SaaS offerings for B2B customers
- People management – Leading and guiding the team, develop, mentor and coach the service delivery leads and build competency across the company
- Reduced attrition across all levels especially at leadership level
- Improving and Sustaining customer satisfaction for Repository operations including dealing with IRDA for ensuring compliance with regulations
- Leading and driving Process Innovation and Improvement within the Back Office area
- Ensuring compliance with ISO regulations and standards and Internal controls
Assistant Vice President
Exl Service Pvt. Ltd
Noida
11.2011 - 09.2014
- Client Operations
- Responsible for back-office operations (600 resources) with the client relationship based out of 2 locations in India – Noida and Pune
- Job responsibilities included:
- Managing Revenue and P/L for the back-office area and ensuring additional revenue streams are identified and explored
- Ensuring service delivery for all areas; ensuring reviews and action plans are created for any misses
- Updating and maintaining Contracts with changes as required and agreed upon
- Responding to RFPs/RFIs for Back Office prospective clients and leading prospective client visits at Noida for showcasing capabilities
- Leading and driving Process Innovation and Improvement within the Back Office area
- Delivered $2M in benefits on an annual basis from 2011 to 2014
- Client management and ensuring excellent Voice of Customer (VOC) scores
- Manage conference calls/other communication with the client and build/sustain a rapport with key client contacts
- Team Management and People Development - Lead & motivate a team of Support and Operation Managers and ensure their development through direct coaching and feedback wherever required, Support Learning and development initiatives, Coaching and counseling
- Implementing rewards/recognition, appraisal & Incentive programs
- Create cross-functional teams to encourage team building and retain knowledge
- Ensuring compliance with SOX, BS and ISO regulations and standards and Internal controls
- Site Lead for Client Operations – coordination for site visits for Clients and Internal stakeholders with Facilities, Logistics and Technology functions, ensuring site readiness and dealing with daily operations requirements
Senior Manager
Exl Service Pvt. Ltd
Noida
06.2009 - 10.2011
- Client Operations
- Was part of the Core operations team that set up the back-Office Operations in Noida from the planning phase for major US insurance carrier
- The Client is one of EXL’s biggest Insurance Clients
- Job responsibilities in the set up phase included:
- Hiring Operations and Migrations teams,
- Staffing,
- Setting up infrastructure for training and production,
- Arranging and completing visa formalities and travel requirements through a team of 3 migration managers,
- Ensuring training plans set up were adhered for all 3 lines of business being migrated and the processes within them
- Reviewing performance of Trainers and Teams and ensuring the thresholds were achieved
- Ensuring procedures and processes for certification were set up
- Communicating and reviewing progress with the Client Project managers and EXL Migration team
- In the steady state, the role entails handling a team of 100 people split across 3 Lines of Business, clients for the various businesses, managing performance delivery and day to day operations
- The role also involves:
- Monthly Invoicing & Billing/P & L
- Client Management
- People Growth and Development to reduce attrition and drive employee morale
- Overseeing and implementing PI opportunities for improving processes and performance
- Reporting and Compliance to various internal controls and policies
- Staffing and Forecasting to ensure maximum billing and future growth opportunities are accounted for
- Reviewing performance metrics with the Client and analyzing reasons for variance and providing for action steps for improvement
- Budgeting and managing expenses for Client visits and R n R
- Achievements:
- Was recognized as an “Employee Retention Champion” in H1 of 2011
Senior Manager
Exl Service Pvt. Ltd
Noida
01.2009 - 05.2009
- Client Operations
- Responsible for managing 2 US Insurance Clients, one Health and the other Property & Casualty
- Was looking at Operations delivery for both Clients and managing performance
- Achievements include:
- Setting up Operations for the P & C Client within a span of 2 months from start of migrations to Go-Live
- Exceeding steady state targets within 2 weeks of completion of process training
- Performance Targets and Client expectations were exceeded leading to new business being off shored by the Client.
Manager
Exl Service Pvt. Ltd
Noida
02.2007 - 12.2008
- Client Operations
- I was responsible for managing 2 US Insurance Client relationships, one Life and the other Health
- The role required managing service delivery and managing performance and people for both accounts
- I was also involved in budgeting and forecasting requirements
- The role required managing Clients expectations and delivering performance as per the agreed SLA’s
- My achievements included:
- Improving the gross margin of the Healthcare account from a -41% in September 2007 when it changed to a transaction based pricing to a healthy +45% for the year of 2008
- Ensuring attrition rate was below target at 18% for the year
- Had 0% attrition for my direct reports
- Annual E-Sat scores for 2008 was 87% which was higher than the company average
- C-Sat scores at 84% against a target of 80%
- Achievements:
- Was recognized as the “Best Manager” for the year of 2008
- Was recognized as an “Employee Engagement & Retention Champion” in the last quarter of 2007.
Assistant Manager
Exl Service Pvt. Ltd
Noida
11.2004 - 01.2007
- Transaction Processing
- Job responsibilities include handling a team of 10 associates vis-à-vis, performance as per laid down KPI’s, administrative functions, appraisals and recruitment of new associates, client presentations and reporting the same to management
- Creating development plans for non-performing associates and providing them regular feedback for improvement
- Handling issues escalated by the associates on the floor and by the clients
- The job also entails ensuring the process is adherent to various certifications and that an action place is envisaged and implemented for non-compliance
- In September 2005 was handed an additional team of 9 associates
- Achievements:
- Was recognized as an “Employee Engagement & Retention Champion” in the first quarter of 2006
- Awarded the Best Assistant Manager award for the quarter January 2005 to March 2005 and also for the entire year of 2005 & 2006
- My team was recognized as the Best Team for the year 2005.
Customer Care Executive
Exl Service Pvt Ltd
Noida
09.2001 - 10.2004
- Transaction Processing
- Job responsibilities included being a Back-up to the Team Leader, Quality Control, Process Excellence, Training & mentoring new associates to help bring them up to acceptable levels of Quality and Productivity, creating Training Plans and Methodology and ensuring timelines were adhered to by the designated trainers
- Additionally, assisted the Team Leader in routine activities of creating and maintaining client reports, paretos, PowerPoint presentations on the team & process and database management
- I was the designated Subject Matter Expert (SME) for the team
- I was also responsible for administrative functions in the team leader’s absence.
Executive
M/s JV Info Solutions Pvt. Ltd
Noida
04.2000 - 09.2001
- Content Management
- M/s JV Info Solutions is into providing software solutions for their global clients with offices in Noida, India and Sydney, Australia
- The work involved assisting and managing a quality team of 10 and a production team of 45 people, vis-à-vis, setting targets, achieving daily targets both individually and as a team, monitoring performances and suggesting improvements, preparing reports for production and performances, maintaining accuracy levels as specified by the client, solving technical and non-technical problems, liaisoning with the client regarding specifications and problems faced
- Also actively involved in short listing & conducting interviews for potential team members.
Web Developer
M/s NetConnect Pvt. Ltd
New Delhi
09.1999 - 03.2000
- NetConnect develops and maintains websites on a contractual basis for individuals and corporate clients
- The work involved interacting with the client, making presentations, designing and developing portals and websites
- Also handled software installation and configuration of web servers.
Education
B. Com - Commerce
Ramjas College, Delhi University
Delhi 07.1995 - 06.1998
Lean Six Sigma Green Belt -
TQM International
Delhi 07.2010 - 01.2011
LOMA 280 -
Life Office Management Association (LOMA)
Noida 02.2011 - 06.2011
AHM 250 -
America Health Insurance Plans (AHIP)
Hyderabad 02.2017 - 04.2017
Honors Diploma - Networking and Computing
NIIT Noida
Noida 07.1996 - 06.1998
EADP (e-Business Application Development Programmer) -
SQL * International
New Delhi 07.1999 - 09.1999
Skills
Business Development
Financial Management
Relationship building and retention
Performance metrics analysis
Presentations
Additional Information
- Other Achievements: , Editor – in – chief, School Magazine Awarded NIIT Bhavishya Jyoti Scholarship. Awarded McNally Bharat Engg. Co. Ltd. Scholarship for higher studies after Class X. Personal Details: Date of Birth :
Interests
Watching Movies
Timeline
Vice President
Complinova Associates Private Ltd
06.2022 - Current
Books and You
06.2019 - Current
Deputy General Manager & Head
Karvy Insurance Repository Pvt. Ltd
07.2017 - 05.2019
AHM 250 -
America Health Insurance Plans (AHIP)
02.2017 - 04.2017
Associate Director
United Health Group Information Services Pvt. Ltd
04.2016 - 05.2017
Deputy General Manager & Head
Karvy Insurance Repository Pvt. Ltd
09.2014 - 04.2016
Assistant Vice President
Exl Service Pvt. Ltd
11.2011 - 09.2014
LOMA 280 -
Life Office Management Association (LOMA)
02.2011 - 06.2011
Lean Six Sigma Green Belt -
TQM International
07.2010 - 01.2011
Senior Manager
Exl Service Pvt. Ltd
06.2009 - 10.2011
Senior Manager
Exl Service Pvt. Ltd
01.2009 - 05.2009
Manager
Exl Service Pvt. Ltd
02.2007 - 12.2008
Assistant Manager
Exl Service Pvt. Ltd
11.2004 - 01.2007
Customer Care Executive
Exl Service Pvt Ltd
09.2001 - 10.2004
Executive
M/s JV Info Solutions Pvt. Ltd
04.2000 - 09.2001
Web Developer
M/s NetConnect Pvt. Ltd
09.1999 - 03.2000
EADP (e-Business Application Development Programmer) -
SQL * International
07.1999 - 09.1999
Honors Diploma - Networking and Computing
NIIT Noida
07.1996 - 06.1998
B. Com - Commerce
Ramjas College, Delhi University
07.1995 - 06.1998