Saurabh Kumar
Summary
Accomplished Program and Project Leader with over 20 years of success in revitalizing off-track projects and driving them to completion. Extensive expertise in program and project management, consulting services, SWIFT and payment systems, product management, and customer service across diverse clients and geographies. A strong commitment to customer success and accountability ensures ownership of deliverables while consistently guiding programs and projects to successful outcomes. Recognized for exceptional leadership qualities, clear communication, and a robust customer service orientation, with a proven ability to foster team unity and adapt seamlessly to evolving challenges.
Overview
20
20
years of professional experience
5
5
Certification
6
6
years of post-secondary education
Work History
Customer Success (Adoption)- Program Manager
SWIFT Terminal Services Pte Ltd
07.2015 - Current
- As part of this organization, I am currently based in Singapore and serving as a Customer Success Program Manager, where I lead and drive multiple strategic programs. In addition, I take on the role of Service Risk Officer (SRO), assessing and analyzing risks associated with complex solution offerings before they are delivered to customers. In my capacity as a Customer Success Program Manager, I oversee the execution of global programs and the implementation of frameworks across regions including APAC, EMEA, and the Americas.
- Leading Customer & Support Readiness for global HSM migration, covering nearly 950 customers worldwide.
- Leading Customer & Support Readiness for global Alliance Connect Evolution covering nearly 4000+ customers worldwide.
- Accomplished multiple tasks within established timeframes.
- Defined and finalized customer journey for Alliance Connect Evolution
- Managed resource onboarding for a multi-year, multi-million-dollar migration program, engaging vendors and internal stakeholders to ensure timely availability of skilled resources.
- Facilitated Global PS Audit 2023, driving its successful and timely execution.
- Delivered multiple strategic programs including SWIFT Essentials, ISO20022 Customer Readiness Migration, GPI Connector Migration, CSP Awareness & KPIs, Alliance Interface Evolution.
- As a CSP Program Manager, redesigned governance processes, improved cross-regional collaboration, and delivered greater transparency and KPIs exceeding expectations.
- As Custom Code Integration Program Manager (APAC), designed and implemented a yearly maintenance framework, ensuring timely upgrades and improved customer experience.
- Demonstrated product management leadership for SWIFT India Domestic Messaging by addressing core issues, introducing governance models, adopting Agile methodology, and clearing years of backlog items while delivering new releases on schedule.
- Successfully executed campaign management for Swiftnet Rel7.2 End of Support, with regular reporting to senior executives.
- Executed & delivered end-to-end technical setup of SWIFT infrastructure for a Tier 1 Corporate in Singapore, enabling seamless salary and vendor payment processing.
- Delivered Swiftnet Rel7.2 migration projects following PMI process groups and governance standards.
- Executed multiple SWIFT GPI projects across the Asia-Pacific region.
- As a Solution Architect, vetted and approved customer solutions, ensuring high-quality service proposals. Streamlined the service proposal review process for India and South Asia, significantly reducing turnaround time.
- Established a working framework for handling Market Infrastructure (MI) projects, improving structure and consistency.
Project Manager (IT)
Optimum Solutions Pte Ltd
12.2014 - 07.2015
- As part of this organization, I was assigned to a SWIFT & Filtering Centralization project for a Tier-1 bank in Singapore, where I contributed as a SWIFT Business Analyst and Project Change Coordinator.
- Established a change control procedure to effectively track and implement project changes, ensuring smoother execution and governance.
- Proposed an AML filtering workflow to be integrated into SWIFT Alliance Access—a recommendation that was recognized, appreciated, and ultimately adopted by the client.
Project Lead
Xchanging Solutions Ltd
08.2010 - 12.2014
- As part of this organization, I worked in Mumbai as a Technical and Functional Expert, taking on multiple leadership roles including Resource Manager (managing a team of 10–12 members, focusing on development and delegation), Delivery Manager (supervising project execution), and Customer Service Manager (resolving escalations and client concerns).
- Recruited, developed, and managed talent, ensuring performance and quality targets were consistently achieved.
- Orchestrated and successfully facilitated departmental certification for CMMi v1.3 L5 SVC (July 2014).
- Led and delivered customer projects including Alliance Connect Upgrades and Swiftnet Rel7.0 Migration, proactively identifying risks and implementing corrective actions.
- Partnered with cross-functional teams to address challenges swiftly and maintain smooth project progress.
- Enhanced team performance by monitoring daily activities, providing mentorship, and driving continuous improvement.
- Optimized resource utilization by accurately forecasting project needs and allocating resources accordingly throughout the project lifecycle.
- Partnered with project team members to identify and quickly address problems.
- Ensured timely delivery of critical deliverables by closely monitoring progress against milestones and adjusting plans as necessary.
Senior Software Engineer
Synova Innovative Technologies Pvt Ltd
07.2009 - 07.2010
- As part of this organization, I was based in Gurgaon and assigned to the Citibank project at IBM India Pvt. Ltd. The primary objective was to provide day-to-day BAU operational support for multiple back-office applications while building a skilled resource pool with the required domain knowledge.
- Established a new support unit by gaining deep understanding of business applications and delivering reliable production support.
- Enhanced team performance through close monitoring of daily activities and effective mentoring.
- Contributed to the migration of the payment application to Release 6.0, ensuring timely completion of assigned tasks with 100% accuracy.
Education
Post Graduate Program - AI and ML: Business Application
The University of Texas At Austin-McCombs School of Business
The University Of Texas09.2025
Master of Science - Networking and Telecommunication
I2IT (Savitribai Phule Pune University)
India 01.2004 - 09.2005
Bachelor of Engineering - Electronics and Telecommunication
North Maharashtra University
India 08.1999 - 11.2003
Skills
- Compassionate
- Collaborative
- Curious
- Critical Thinker
- Honest
- Optimist
- Pragmatic
- Resilient
- Decision-making
- Time management
- Customer service
- Team leadership
- Cross-functional teamwork
- Task delegation
- Project management
Certification
- PMI-Agile Certified Practitioner (PMI-ACP) (3657396)
- Project Management Institute (PMI) - PMP (2109385)
- APMG International- AgilePM Foundation (04267259-01-D2V7)
- Professional Scrum Master (PSM)
- Professional Scrum Product Owner (PSPO)
- ITILv4.0 Foundation
- SWIFT Certified on SWIFTNet Link, Alliance Gateway, Alliance Access, Alliance Connect
- IBM Certified System Administrator on AIX 6.1
- Microsoft Certified System Engineer (2003)
HOBBIES AND INTERESTS
Reading Self motivational books, Learning New Skills, Financial planning/Investment, Spending time with Family, Physical Training, AI & ML
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Timeline
Customer Success (Adoption)- Program Manager
SWIFT Terminal Services Pte Ltd
07.2015 - Current
Project Manager (IT)
Optimum Solutions Pte Ltd
12.2014 - 07.2015
Project Lead
Xchanging Solutions Ltd
08.2010 - 12.2014
Senior Software Engineer
Synova Innovative Technologies Pvt Ltd
07.2009 - 07.2010
Master of Science - Networking and Telecommunication
I2IT (Savitribai Phule Pune University)
01.2004 - 09.2005
Bachelor of Engineering - Electronics and Telecommunication
North Maharashtra University
08.1999 - 11.2003
Post Graduate Program - AI and ML: Business Application
The University of Texas At Austin-McCombs School of Business
Similar Profiles
Saurabh KumarSaurabh Kumar
Global Programme Manager (Customer Success) at SWIFT Terminal Services Pte LtdGlobal Programme Manager (Customer Success) at SWIFT Terminal Services Pte Ltd
SHIPING WENGSHIPING WENG
Logistics Manager at NG TERMINAL PTE LTDLogistics Manager at NG TERMINAL PTE LTD
Kevin ChengKevin Cheng
Person in Charge at CONCEPT & SWIFT PTE. LTD.Person in Charge at CONCEPT & SWIFT PTE. LTD.
Kelly KelleyKelly Kelley
<ul> <li>Designed and led post-sale client experience strategy for AI-adoption SaaS firm, improving adoption for clients by 5x over industry benchmark and achieving 69% product-market fit (Sean Ellis test) in the US.</li> <li>Spearheaded retention and expansion strategies through end-to-end user experience mapping and VOC insights, exceeding customer health score targets.</li> <li>Partnered with Product, Sales, and Marketing teams to translate client experience designs and feedback into technical requirements.</li> <li>Launched user and client experience enhancement initiatives that improved onboarding speed and reduced friction for enterprise clients.</li> <li>Built client success frameworks and success plans focused on renewal, upsell, and customer advocacy.</li> <li>Drove consensus on the customer experience vision across internal stakeholders through data reporting and live presentations.</li> </ul> at Multiverse / AdoptionAI<ul> <li>Designed and led post-sale client experience strategy for AI-adoption SaaS firm, improving adoption for clients by 5x over industry benchmark and achieving 69% product-market fit (Sean Ellis test) in the US.</li> <li>Spearheaded retention and expansion strategies through end-to-end user experience mapping and VOC insights, exceeding customer health score targets.</li> <li>Partnered with Product, Sales, and Marketing teams to translate client experience designs and feedback into technical requirements.</li> <li>Launched user and client experience enhancement initiatives that improved onboarding speed and reduced friction for enterprise clients.</li> <li>Built client success frameworks and success plans focused on renewal, upsell, and customer advocacy.</li> <li>Drove consensus on the customer experience vision across internal stakeholders through data reporting and live presentations.</li> </ul> at Multiverse / AdoptionAI
IQBAL NASEEMIQBAL NASEEM
<ul> <li>Spearheaded the entire lifecycle of MetalCloud as DeFacto head, a B2B SaaS platform for foundries, from ideation to scale — currently serving over 110 customers with over ₹1.1 crore in annual recurring revenue.</li> <li>Drove a strategic product pivot from traceability to real-time metallurgy intelligence after 250+ customer interviews, significantly accelerating market fit and adoption.</li> <li>Achieved 87% customer retention, a rare benchmark in B2B SaaS, by designing sticky, value-driven features, and strengthening onboarding and support processes.</li> <li>Increased average order value 25x (from ₹20K to ₹5L); closed 67+ clients, including Tier 1 manufacturers, with the top 10% contributing over ₹5L annually.</li> <li>Owned GTM and full-stack execution across product, sales, operations, and customer success; improved the demo-to-close conversion rate from 11% to 28% while maintaining CAC under ₹12K.</li> <li>Operated in a zero-structure, founder-led environment, reporting directly to the CEO and CTO, with full accountability for the roadmap, execution, and revenue growth.</li> </ul> at NowPurchase<ul> <li>Spearheaded the entire lifecycle of MetalCloud as DeFacto head, a B2B SaaS platform for foundries, from ideation to scale — currently serving over 110 customers with over ₹1.1 crore in annual recurring revenue.</li> <li>Drove a strategic product pivot from traceability to real-time metallurgy intelligence after 250+ customer interviews, significantly accelerating market fit and adoption.</li> <li>Achieved 87% customer retention, a rare benchmark in B2B SaaS, by designing sticky, value-driven features, and strengthening onboarding and support processes.</li> <li>Increased average order value 25x (from ₹20K to ₹5L); closed 67+ clients, including Tier 1 manufacturers, with the top 10% contributing over ₹5L annually.</li> <li>Owned GTM and full-stack execution across product, sales, operations, and customer success; improved the demo-to-close conversion rate from 11% to 28% while maintaining CAC under ₹12K.</li> <li>Operated in a zero-structure, founder-led environment, reporting directly to the CEO and CTO, with full accountability for the roadmap, execution, and revenue growth.</li> </ul> at NowPurchase