Download - Changing Role of Leadership
Changing Role of Leadership
Raman Roy Chairman
and Managing Director
June 10 2009Company Confidential
2Company Confidential
With the evolution of the markets the goals and motives for setting up a business have
changed
Goals for Businesses
•My grand father set up the business for• Regular Cash flow • Doing better than a job• Being his own boss
• Kids of today only talk of Value creation• The next Bill Gates• Cash flow is alien
Leadership needed differs by the end objective and Goals
3
Leadership is about leading People
Is there a change from what Grandpa saw?
Company Confidential
…..Grand pa only spoke about his loyal manager Ramu
…..It was all Command and Control
4
Sorry Grandpa but21st Century and Service Organizations are different
…..Ramu’s kids are different
• The labor force consists primarily of highly skilled knowledge workers
• The products of services consist primarily of packages and knowledge
• They tend to be global in scope
• They tend to be technologically driven
• They tend to be characterized by rapid change and complexity
• Their activities are distributed over space and time
• They tend to be multipurpose serving the needs of many constituencies
• They tend to have fuzzy boundariesCompany Confidential
5Company Confidential5
In Good Times
Discovering Talent Work strategically and systematically to discover broad, diverse
talent pools and then ensure that these pools don’t dry up
Developing Talent Building individual skills, knowledge and competencies in ways
that can expand the org’s collective capabilities
Deployment of Talent Right Talent at Right Place and Right Time
It is / was a Battle to acquire TALENT
TALENT had lots of choice
In Turbulent Times
6Company Confidential
• When business is challenging, cracks start surfacing
• So called “unpopular” interventions
• Cut costs – Save money
• Optimize manpower strength
• Rework compensation
• Increase productivity & efficiency of organization
• Redesign training and development programs
• Employee (individual / group) concerns
The Crisis
Time to get Maximum from Optimized Talent Base
Business has lots of choice
Leading in Downturn: People in Stressful Times
People become “swampy”:• They close down• They disbelieve• Get afraid• Need more explanation• Get frustrated easily• Many slow down because they are
cautious
• The natural personality of a workforce and its communications styles shifts towards more:
– Reserved
– Skeptical
– Emotional
– Directive
– Deliberate
Summary: •In hard times people close down, project what they are feeling in different ways. They can appear sullen, angry, and defensive. •Stories about what’s really happening spread quickly and it’s reinforced by co-workers, friends, and families.
Source: Phil Harkins, Linkage
Company Confidential 7
The Leadership Needs Change
The Change…
8Company Confidential
TALENT had lots of choice
Business has lots of choice
TO
Leaders Now and Then
20th Century• Stability, predictability• Size and Scale• Leadership from the top• Organizational rigidity• Control by rules and
hierarchy• Information closely
guarded• Quantitative analysis• Independence
21st Century• Discontinuous change• Speed & responsiveness• Leadership from everybody• Permanent flexibility• Control by vision and
values• Information shared• Creativity, intuition• Virtual Integration
Company Confidential 9
Mutual Respect
and Dignity
Strategies in Turbulent Times
10Company Confidential
• Focus on purpose and values – be true to Mission critical tasks
When people have assurances of what won’t change and a personal connection with leaders who are visible and challenged with same issues and concerns, they will be better able to focus
on the job at hand.
• Leaders should Connect and not Hide
• Demonstrate commitment in Motives and understanding
Leadership Style in Crisis Management
Phase -1 Signal
Detection
Phase -2 Preparation /
Prevention
Phase - 3 Containment /
Damage Control
Phase - 4 BusinessRecovery
Phase - 5 Learning &Reflecting
Leadership Competencies
• External focus…defines success in market terms … benchmarks the competition … makes growth the goal … comfortable outside the walls of the organization
• Clear Thinker…simplifies strategy into specific actions, sets priorities and makes clear decisions
• Technology savvy…comfortable with product, service & information technology … knows how to fund and win
• Inclusive leader… connected with the workforce, energizing in approach• Imagination… willing to take risks to promote growth … on both people and ideas• Confident expert… uses depth as a source of confidence, leading the" what”
generation
Company Confidential 11
Global Mindset
Embrace global standards
Scale up through global acquisitions
Obtain low cost capital
Earn quality reputationInvest in design
& research
Enhance productivity
through processes
Create world class brands
Access mainstream distribution
1
2
345
6
78
Source: Dr. Jagdish N. Sheth, Emory University
Company Confidential 12
Leading in Downturn: The Work of Leader
Strategy
Systems
ExecutionGrowthVision
Innovation Effectiveness
EfficiencyProductivity
Vision
• Establish goals in challenging times • Need to focus and align time & energy• Determine and reckon with worst scenario, it creates the most
opportunities for pathways for solutions
Source: Phil Harkins, Linkage
Company Confidential 13
14Company Confidential
• Define / Re define Motives for Individual and company • Define overlaps
• Employee objectives• Company Objectives
• Communicate • Minimize pain
Building High Performance Teams
Leadership is about the Leader changing with the needs
Pioneers of the Indian BPO IndustryC
om
ple
xity
– A
dd
ed V
alu
e
(1992-1996) (2000-2005) (2006 and beyond)(1996-2000)
• Quatrro team pioneered real time processing and voice–based services
• The team established India’s largest multi-process captive unit
• Scaled beyond F&A
India established as the premier global offshoring destination for call center and BPO services
Formerly GECIS
S P E C T R A M I N D
• Quatrro team pioneered 3rd party operations
• Multi-faceted services • Acquired by Wipro in
July 2002
Started and grew Spectramind into India’s largest independent BPO company
• Quatrro endeavors to provide clients with innovative solutions at optimal cost through a combination of tools, platforms and business processes
Targeting uncontested markets and pioneering new service lines. A vision of taking the industry “Beyond the Existing”
• Quatrro team pioneered offshoring to India
• The team established India’s first captive for Finance & Accounting
Indian BPO industry was in its nascent stage (data entry was only RPC(1)
service in India)
The Quatrro management team is the most experienced in India and has been responsible for hiring, training and developing more than 35,000 employees in offshore locations
_____________________(1) Remote Processing Center.
3
Preeminent Senior Management
Board Of DirectorsBoard Of Directors
Daniel R. MintzFounding Managing Director, Olympus
Capital Holdings Asia
20+ years of private equity and mergers and acquisitions experience
Worked with Morgan Stanley Capital Partners ("MSCP") and Morgan Stanley's Mergers and Acquisitions Department
Raj DuttaExecutive Director
23+ years of experience in handling diverse finance and general management assignments
Worked with GE, Wipro and HCL
Raman RoyChairman & Managing Director
17+ years in the BPO Industry
Pioneered Remote Processing in India
Created 3 of the largest BPOs in India
Transitioned over 500 processes to India and created over 35,000 BPO jobs
Created over 35,000 Indian BPO jobs over the last 17+ years
Established 16 delivery centers
Migrated over 1,150 processes from multiple geographies and industries
Built largest BPO in India by scaling operations to over 1 million back-office transactions, 5 million inbound calls and 2 million outbound calls per month
Setup over 1 million sq ft of infrastructure globally
Over 450 years of cumulative work experience in BPO and leading organizations including GE, Amex, Citigroup, KPMG, E&Y, Accenture, Tata, Wipro and Oracle
Developed “Gold Standard” processes for product lines and functional areas including global best practices and compliance solutions
Integrated Lean, Six Sigma, Kaizen and COPC quality programs to increase productivity, timeliness and cost effectiveness for our clients
Collectively executed over 2700 Six Sigma Projects across various domains in the BPO industry
Corporate FunctionsCorporate FunctionsIndia's Most Experienced BPO Management TeamIndia's Most Experienced BPO Management Team
Raj DuttaExecutive Director & CFO
23+ yrs Experience
GE, Wipro and HCL
Rakesh SharmaEVP, Infrastructure Services
21+ yrs Experience
Oracle and Wipro
V BalakrishnanPresident & Chief Executive,
Strategic Business Development
25+ yrs Experience
GE, Larsen & Tubro and Wipro
S VaradarajanEVP, Chief Human Resources
Officer
25+ yrs Experience
Amex, Tata and Wipro
Sunil RawalEVP, Chief Quality, Risk and
Compliance Officer
25+ yrs Experience
GE and Wipro
Sunil GujralEVP, Chief Technology Officer
20+ yrs Experience
Amex and Wipro
Ed QuinteroEVP, Business Development
25+ yrs Experience
Anderson and Wipro
Srini PingaliEVP, New Product
Development
18+ yrs Experience
Accenture, Wipro and Tata
4
Business Lines
Handling Diversity: Team Quatrro: Multi location & Multi cultural
Hari BaskaranPresident, Quatrro Risk Management
17+ yrs Experience
Citi Group…
Gary BettinCEO Quatrro Mortgage Solutions
25+ yrs Experience
Bank of America
Cesar SorianoCEO , Finance & Accounting19+ yrs ExperienceRSM McGladrey, Dun and Bradstreet (D&B), Bowne Business Solutions...
Shyam SundarCOO Quatrro Mortgage Solutions
22+ yrs Experience
Motorola, GE, Equinox
Suresh SubramanianPresident and Director, Finance & Accounting25+ yrs ExperienceE&Y, KPMG…
R. SivadasManaging Director, Scope eknowledge
24+ yrs Experience
Escorts, UB Chandu NairDirector & President, Scope eknowledge
24+ yrs Experience
Businessworld, Asian Paints
Vijayalakshmi RaoDirector & COO, Scope eknowledge
23+ yrs Experience
TI Cycles, SAIL…
Legal Solutions Technical SolutionsInteractive Entertainment
Knowledge ServicesFinance & Accounting Mortgage ServicesRisk Management
Business Support Services
S VamanCEO, Quatrro Risk Management
26+ yrs Experience
Amex, Citi Group…
V BalakrishnanPresident & chief Executive, Strategic Business Development
25+ yrs Experience
GE, Larsen & Tubro, Wipro…
Raja SVEVP and Chief, Human Resources Officer
25+ yrs Experience
Amex, Tata, Wipro…
Sunil RawalEVP and Chief Quality, Risk and Compliance Officer
25+ yrs Experience
GE, Wipro…
Sunil GujralEVP and Chief Technology Officer
20+ yrs Experience
Amex, Wipro…
Rakesh SharmaEVP, Infrastructure Services
21+ yrs Experience
Oracle, Wipro…
Ed QuinteroEVP, Business Development
25+ yrs Experience
Anderson, Wipro…
Srinivas PingaliEVP, New Product Development
17+ yrs Experience
Accenture, Wipro, Tata…
Board Of Directors
Corporate Functions
Richard Leinfellner CEO, Babel Media
25+ yrs Experience
EA among others
Howard HillCEO, Quatrro Legal Solutions
35+ yrs Experience
Chrysler, Pepper Hamilton …
Srinivas PingaliCEO, TSG
17+ yrs Experience
Accenture, Wipro, Tata…
Sanjeeva FernandoPresident, Business Support Services
20+ yrs Experience
John Keells Group…
Raman RoyChairman & Managing Director• 16+ years in the BPO Industry• Pioneered Remote Processing in India• Created 3 of the largest BPO’s in India • Transitioned over 500 processes to India
& created over 35,000 BPO jobs
Raj Dutta
Executive Director
• 23+ years of experience in handling diverse areas in Finance and General Management
• Worked with GE, WIPRO, HCL…
Daniel R. MintzFounding Managing Director, Olympus Capital Holdings Asia • 20+ years of private equity and mergers and acquisitions
experience• Worked with Morgan Stanley Capital Partners ("MSCP")
and Morgan Stanley's Mergers and Acquisitions Department
Company Confidential 17
18Company Confidential
Executing Our Strategy
A unique and differentiated BPO built over the last 36 months
Build
Acquire
Align
Unc
onte
sted New Business
Models
New Geographies
New Markets
New Service Lines
Risk ManagementInteractive
Entertainment
Information Services
Legal
Technology SolutionsFinance &
Accounting Mortgage Services
Singapore, Sri Lanka, China, UK, U.S., Canada
Small & MediumBusinesses
B to C – Business to Consumer
19
Somehow you always know when it exists!!!!!!
Very little of what leadership is about is visible