Saurabh Tiwari - Lean Six Sigma Black Belt™ (LSSBB™), Agile Scrum Master™ (ASM™)
SVP, Global CX Transformation Leader at PwU- Claim this Profile
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English Native or bilingual proficiency
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Arabic Elementary proficiency
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Hindi Full professional proficiency
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Punjabi Full professional proficiency
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Urdu Professional working proficiency
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Himachali languages Full professional proficiency
Topline Score
Bio
Gwen Mdinaradze, BBA
Saurabh is a result-oriented, self-motivated and experienced executive. He has been a valuable member of the Harvard Business School Online community, and I am thrilled he has recently joined the Global Chapter as a Team Member. As a Chapter Leader, it is a pleasure working with Saurabh. He is a true professional with a passion for knowledge sharing and networking.
Rohit Banota
Saurabh has truly great knowledge and experience with digital marketing strategy. He demonstrated an in-depth understanding of the complete scope for the digital transformation of one of the brands I was working with. From start to finish, he showed the utmost professionalism and the brand benefited a great deal from the digital efforts he recommended.
Ruhil Bairagi
Saurabh is a seasoned leader with great business acumen. His demeanor when it comes to difficult situations is that of a role model which inspires and motivates others. It’s a pleasure to work with Saurabh as he can always be depended upon; to get the job done. I think of Saurabh as an individual with exceptional planning and organizational skills, with demonstrated ability to manage multiple priorities in a rapidly changing environment.
Gwen Mdinaradze, BBA
Saurabh is a result-oriented, self-motivated and experienced executive. He has been a valuable member of the Harvard Business School Online community, and I am thrilled he has recently joined the Global Chapter as a Team Member. As a Chapter Leader, it is a pleasure working with Saurabh. He is a true professional with a passion for knowledge sharing and networking.
Rohit Banota
Saurabh has truly great knowledge and experience with digital marketing strategy. He demonstrated an in-depth understanding of the complete scope for the digital transformation of one of the brands I was working with. From start to finish, he showed the utmost professionalism and the brand benefited a great deal from the digital efforts he recommended.
Ruhil Bairagi
Saurabh is a seasoned leader with great business acumen. His demeanor when it comes to difficult situations is that of a role model which inspires and motivates others. It’s a pleasure to work with Saurabh as he can always be depended upon; to get the job done. I think of Saurabh as an individual with exceptional planning and organizational skills, with demonstrated ability to manage multiple priorities in a rapidly changing environment.
Gwen Mdinaradze, BBA
Saurabh is a result-oriented, self-motivated and experienced executive. He has been a valuable member of the Harvard Business School Online community, and I am thrilled he has recently joined the Global Chapter as a Team Member. As a Chapter Leader, it is a pleasure working with Saurabh. He is a true professional with a passion for knowledge sharing and networking.
Rohit Banota
Saurabh has truly great knowledge and experience with digital marketing strategy. He demonstrated an in-depth understanding of the complete scope for the digital transformation of one of the brands I was working with. From start to finish, he showed the utmost professionalism and the brand benefited a great deal from the digital efforts he recommended.
Ruhil Bairagi
Saurabh is a seasoned leader with great business acumen. His demeanor when it comes to difficult situations is that of a role model which inspires and motivates others. It’s a pleasure to work with Saurabh as he can always be depended upon; to get the job done. I think of Saurabh as an individual with exceptional planning and organizational skills, with demonstrated ability to manage multiple priorities in a rapidly changing environment.
Gwen Mdinaradze, BBA
Saurabh is a result-oriented, self-motivated and experienced executive. He has been a valuable member of the Harvard Business School Online community, and I am thrilled he has recently joined the Global Chapter as a Team Member. As a Chapter Leader, it is a pleasure working with Saurabh. He is a true professional with a passion for knowledge sharing and networking.
Rohit Banota
Saurabh has truly great knowledge and experience with digital marketing strategy. He demonstrated an in-depth understanding of the complete scope for the digital transformation of one of the brands I was working with. From start to finish, he showed the utmost professionalism and the brand benefited a great deal from the digital efforts he recommended.
Ruhil Bairagi
Saurabh is a seasoned leader with great business acumen. His demeanor when it comes to difficult situations is that of a role model which inspires and motivates others. It’s a pleasure to work with Saurabh as he can always be depended upon; to get the job done. I think of Saurabh as an individual with exceptional planning and organizational skills, with demonstrated ability to manage multiple priorities in a rapidly changing environment.
Credentials
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Fundamentals of Agile Project Management
Project Management InstituteMar, 2023- Sep, 2024 -
Fundamentals of Waterfall Project Management
Project Management InstituteMar, 2023- Sep, 2024 -
Lean Six Sigma Black Belt (ICBB)
SimplilearnOct, 2022- Sep, 2024 -
Agile Scrum Master
SimplilearnSep, 2022- Sep, 2024 -
Business Analytics with Excel
SimplilearnSep, 2022- Sep, 2024 -
Lean Management
SimplilearnSep, 2022- Sep, 2024 -
Minitab
SimplilearnAug, 2022- Sep, 2024 -
Customer Experience Management
MedalliaJun, 2020- Sep, 2024 -
Project Management: Solving Common Project Problems
Project Management InstituteMay, 2020- Sep, 2024 -
Six Sigma Green Belt (CSSGB)
Project Management InstituteMay, 2020- Sep, 2024 -
Advanced Google Anatylics
Google -
Amazon Connect - Business (Digital)
Amazon Web Services (AWS) -
Become a Customer Service Manager
LinkedIn -
Building Customer Loyalty
LinkedIn -
Certificate in Bancassurance
Emirates Institute for Banking and Financial Studies (EIBFS) -
Fundamentals of Digital Marketing
Google -
Leading a Customer-Centric Culture
LinkedIn -
Licentiate in General Insurance
Insurance Institute of India -
Licentiate in Life Insurance
Insurance Institute of India -
Managing Customer Expectations for Managers
LinkedIn -
Managing a Customer Contact Center
LinkedIn -
Managing a Customer Service Team
LinkedIn -
Migrating to aws - Business
Amazon Web Services (AWS) -
Quality Standards in Customer Service
LinkedIn -
Using Customer Surveys to Improve Service
LinkedIn -
Winning Back a Lost Customer
LinkedIn
Experience
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PwU
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United Kingdom
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IT Services and IT Consulting
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1 - 100 Employee
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SVP, Global CX Transformation Leader
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Aug 2020 - Present
Helping clients to typically reduce costs by 30% to 40% and implement processes 2 to 3 times faster, with an increase in an overall efficiency by 60% to 70%. key Impacts:- - 50%+ Increase in New Business - 60%+ Increase in customer NPS & CSAT scores - 40%+ Reduction in complexity and costs - 50%+ Reduction in call volumes, service visits and related interactions - Slashed complaints by 50% - 100%+ Growth in Persistency Ratios Helping clients to typically reduce costs by 30% to 40% and implement processes 2 to 3 times faster, with an increase in an overall efficiency by 60% to 70%. key Impacts:- - 50%+ Increase in New Business - 60%+ Increase in customer NPS & CSAT scores - 40%+ Reduction in complexity and costs - 50%+ Reduction in call volumes, service visits and related interactions - Slashed complaints by 50% - 100%+ Growth in Persistency Ratios
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RAKBANK
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United Arab Emirates
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Banking
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700 & Above Employee
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Senior Customer Relationship Manager - Bancassurance
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Jan 2018 - Jul 2020
Proven success driving CSAT & Sales growth while leading top performing Direct to Consumer teams across Contact Center and Online channels of a large distribution network for Bancassurance, in a highly competitive market. Spearheaded the Transformation of an Underperforming Operations into Profitable, Innovative & High Growth Business Unit using Lean, Six Sigma & Digital Transformation. Proven success driving CSAT & Sales growth while leading top performing Direct to Consumer teams across Contact Center and Online channels of a large distribution network for Bancassurance, in a highly competitive market. Spearheaded the Transformation of an Underperforming Operations into Profitable, Innovative & High Growth Business Unit using Lean, Six Sigma & Digital Transformation.
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AXA
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Italy
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Glass, Ceramics and Concrete Manufacturing
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1 - 100 Employee
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Regional Customer Service Leader - AXA Gulf
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Feb 2017 - Jan 2018
Key member of the Leadership Team reporting directly to the Regional Head of Direct Marketing - AXA Gulf. Successfully led ccontact center teams for AXA Gulf for 4 countries - UAE, Oman, Qatar, and Bahrain. Improved conversion rates by 100% via revitalizing the direct marketing campaigns, enhanced profitability by 25% in 6 months via prioritizing high margin products. Transformed AXA's complex customer service operations with a focus on creating real value through LSS & digital reinvention. Fueled digital growth & created stunning customer experiences via harnessing the power of data and artificial intelligence. Show less
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Zurich Insurance
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Switzerland
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Insurance
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700 & Above Employee
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Customer Service Manager (GI) - Middle East
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Apr 2013 - Nov 2016
Key member of the Leadership Team reporting directly to the Head of Customer Service Group, Direct Marketing & e-commerce for the Middle East region. Managed regional contact center for Zurich Insurance Middle East for 4 countries - UAE, Oman, Lebanon, and Kuwait. Transformed an Underperforming Operations into Profitable, Innovative & High Growth Business Units using Lean, Six Sigma & Digital Transformation. Contributed to growing the business by 200%, from $50Mn annual premium in 2013 to more than $1.5Bn in 2015. Show less
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Data Direct Group
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United Arab Emirates
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IT Services and IT Consulting
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100 - 200 Employee
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Contact Center Manager - Sukoon Insurance
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Sep 2011 - Sep 2013
Starting from the Scratch, set up and managed Direct To Consumer (D2C) Operations; Contact Centers & Online Channels for Sukoon Insurance in the Middle East region. Drove the business with proper P&L management by applying In-depth knowledge in bank-sponsored and direct marketing business, MI development, CRM, cross sell, renewals & new propositions (NPS) across Life, A&H, Health, Motor, Home, and Travel Insurance.
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Contact Center Manager - AIG
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Jul 2007 - Sep 2011
Starting from the Scratch, set up and managed Direct To Consumer (D2C) Operations; Contact Centers & Online Channels for AIG in the Middle East region. Drove the business with proper P&L management by applying In-depth knowledge in bank-sponsored and direct marketing business, MI development, CRM, cross sell, renewals & new propositions (NPS) across A&H, Health, Motor, Home, and Travel Insurance.
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Contract Center Manager - Europcar
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Jun 2006 - Jul 2007
Starting from the Scratch, set up an omnichannel contact center (800-Europcar) for Europcar. Responsible for Global Sales/Worldwide Bookings, Retention, Billing/Care and Complaints Management for Europcar in The Middle East and North African (MENA ) region.Efficiently managed Sales & Srvice Operations for Europcar and was single handedly leading 4 teams, each with an average span of over 15 FTEs. Within first 3 months, Dubai was ranked as #1 contact center site globally, achieved the highest conversion rate (%) for bookings, and consistently remained on the top of the chart until Europcar took over the operations on-shore as per its launch plan in the Middle East. Show less
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Wipro Limited
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India
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IT Services and IT Consulting
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700 & Above Employee
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Team Leader - Operations (AOL.com)
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Aug 2003 - Sep 2005
Was part of the leadership team leading 4 processes (circa 1200 people) with an average span of over 300 FTE's. Responsible for Service Delivery of diverse LOBs - Sales, Retention, Billing/Care/Tech Support for AOL.com and its subsidiaries - Netscape, Compuserve and Walmart Interactive Services across the UK, and North American regions. Was part of the leadership team leading 4 processes (circa 1200 people) with an average span of over 300 FTE's. Responsible for Service Delivery of diverse LOBs - Sales, Retention, Billing/Care/Tech Support for AOL.com and its subsidiaries - Netscape, Compuserve and Walmart Interactive Services across the UK, and North American regions.
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Vodafone Idea Limited
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India
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Telecommunications
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700 & Above Employee
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Call Center Supervisor
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Jun 2000 - Jul 2003
Customer Service Operations Management for Vodafone Idea Limited previously known as Spice Telecom. Customer Service Operations Management for Vodafone Idea Limited previously known as Spice Telecom.
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Education
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Saïd Business School, University of Oxford
Executive Leadership Programme -
Harvard Business School
Management Programme -
Indian Institute of Management Bangalore
Customer Relationship Management Programme -
University of Helsinki
Artificial Intelligence and Machine Learning Programme -
Himachal Pradesh University
Bachelor of Business Administration - BBA, Business Administration and Management, General
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