Headline

Manager – Client Business Centre of Excellence @HSBC

About

As a Success Guide at Salesforce, I manage a high-volume portfolio of over 1,000 customer cases, ensuring efficient operational execution and platform adoption for global accounts within the SaaS ecosystem. With a focus on structured Standard Operating Procedures (SOPs) and outreach playbooks, our team has secured a 75.05% Customer Acceptance Rate (CAR) and delivered a 95.8% Customer Satisfaction (CSAT) rate, all while maintaining an average Time to Resolution (TTR) of approximately 21 days. A graduate of Indraprastha Institute of Management and Technology with a Bachelor of Technology, I am committed to operational excellence and cross-functional collaboration. My work is rooted in facilitating strategic migrations and lifecycle execution, driving platform efficiencies, and minimizing service disruptions for enterprise clients.

Location

Bengaluru

AI stack

antigravity

claude

gemini

notebooklm

ChatGPT

ChatGPT Images

Work experience

Manager – Client Business Centre of Excellence at HSBC, Jul 2026 - Sep 2026 · 3 mos, Bengaluru, Driving operational excellence and strategic execution at a global scale within HSBC’s Client Business Centre of Excellence. Leading cross-functional alignment and process innovation to streamline delivery and maximize client satisfaction. Implementing robust governance and data-driven frameworks to optimize workflow velocity and mitigate operational risk.

Success Guide at Salesforce, Apr 2023 - Jun 2026 · 3 yrs 3 mos, Bengaluru, 📈 Scale Portfolio Ownership & Metrics: Command a high-volume portfolio of 1k+ customer cases, driving end-to-end operational execution and platform adoption across global accounts. Secured a 75.05% Customer Acceptance Rate (CAR) across 1k actionable assignments by strictly executing structured SOPs and outreach playbooks. Maintained a refined average Time to Resolution (TTR) of ~21 days across 1k closed cases, optimizing operational velocity. Delivered an outstanding 95.8% Customer Satisfaction (CSAT) rate with 62.5% 'Very Satisfied' Top-Box scores and zero dissatisfied responses. 🔄 Strategic Migrations & Lifecycle Execution: Serve as the critical execution layer for company-wide transition initiatives, successfully navigating accounts through complex migrations (Hyperforce, MIAW/LiveAgent, WhatsApp API) and critical product End-of-Life actions (Classic Knowledge EOL, Social Studio EOL, DocGen 2.0 Apryse Replacement). 🤝 Cross-Functional Collaboration: Partner seamlessly with internal engineering squads, Product Management, Support, and Account Executives (AEs) to address complex account blocks, align strategic customer outreach, and resolve technical delivery bottlenecks. 🏆 Leadership & Process Innovation: Selected for and completed the Salesforce Accelerate Program (2025), a highly competitive internal leadership development track recognizing high-potential talent within the organization. Nominated for the #WowMoments Innovator Award for independently designing standardized outreach templates utilized department-wide to streamline bulk delivery. Recognized as the team's internal Go-To Expert for AI initiatives.

Salesforce Business Analyst at Kcloud Technologies - World of Salesforce Cloud, May 2022 - Apr 2023 · 1 yr, Noida, Elicited and defined comprehensive business requirements for over 10 diverse Salesforce projects. Managed agile delivery processes, including Scrum ceremonies, functional specifications, and process flow optimization. Facilitated User Acceptance Testing (UAT) and system demonstrations to ensure technical builds aligned with client business objectives

Salesforce Administrator at 360 Degree Cloud Technologies Pvt. Ltd., Sep 2020 - Jun 2022 · 1 yr 10 mos, India, Administered core SFDC functions, including the configuration of Profiles, Roles, OWDs, Validation Rules, and Approval Processes. Executed large-scale data migrations using Data Loader and Workbench while maintaining data integrity. Provided post-installation support and troubleshooting for AppExchange applications like 360 SMS and 360 CTI.

Business Development Executive at DruArts, Aug 2019 - Sep 2020 · 1 yr 2 mos, Saharanpur, Drove revenue growth through lead generation, contract negotiation, and strategic upsell/resell initiatives. Implemented proactive customer retention strategies and served as a primary point of contact for a diverse client portfolio.

Education

Bachelor of Technology, Computer Programming, Indraprastha Institute of management and technology,Saharanpur

Public links

shubham-bhardwaj-csm.netlify.app: https://shubham-bhardwaj-csm.netlify.app/