Transcript Slide 1

Changing Role of Leadership
Raman Roy
Chairman and Managing Director
June 10 2009
Company Confidential
Goals for Businesses
With the evolution of the markets the goals
and motives for setting up a business have
changed
•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
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Leadership is about leading People
Is there a change from what Grandpa saw?
…..Grand pa only spoke about his loyal manager Ramu
…..It was all Command and Control
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Sorry Grandpa but
21st 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 boundaries
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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
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In Turbulent Times
The Crisis
• 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
Time to get Maximum from Optimized Talent Base
Business has lots of choice
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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
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The Change…
TALENT had lots of choice
TO
Business has lots of choice
The Leadership Needs Change
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Leaders Now and Then
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20th Century
Stability, predictability
Size and Scale
Leadership from the top
Organizational rigidity
Control by rules and
hierarchy
Information closely
guarded
Quantitative analysis
Independence
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21st Century
Discontinuous change
Speed & responsiveness
Leadership from everybody
Permanent flexibility
Control by vision and
values
Information shared
Creativity, intuition
Virtual Integration
Mutual
Respect and
Dignity
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Strategies in Turbulent Times
• Focus on
purpose and
values – be true
to Mission
critical tasks
• Leaders should
Connect and not
Hide
• Demonstrate
commitment in
Motives and
understanding
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.
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Leadership Style in Crisis Management
Phase -1
Phase -2
Phase - 3
Phase - 4
Phase - 5
Signal
Detection
Preparation /
Prevention
Containment /
Damage Control
Business
Recovery
Learning &
Reflecting
Leadership Competencies
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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
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Global Mindset
Access
mainstream
distribution
Create world
class brands
Embrace global
standards
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Enhance
productivity
through processes
Scale up through
global acquisitions
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Invest in design
& research
Obtain low cost
capital
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Earn quality
reputation
Source: Dr. Jagdish N. Sheth, Emory University
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Leading in Downturn: The Work of
Leader
Strategy
Innovation
Growth
Effectiveness
Vision
Vision
Efficiency
Productivity
Systems
Execution
Source: Phil Harkins, Linkage
• 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
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Building High Performance Teams
• Define / Re define Motives for Individual and company
• Define overlaps
• Employee objectives
• Company Objectives
• Communicate
• Minimize pain
Leadership is about the Leader changing with the needs
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Pioneers of the Indian BPO Industry
Complexity – Added Value
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
• Quatrro team pioneered
offshoring to India
• The team established
India’s first captive for
Finance & Accounting
• Quatrro team pioneered
real time processing
and voice–based
services
• The team established
India’s largest multiprocess captive unit
• Scaled beyond F&A
S P E C T R A M I N D
Formerly GECIS
Indian BPO industry
was in its nascent stage
(data entry was only RPC(1)
service in India)
(1992-1996)
_____________________
(1) Remote Processing Center.
• Quatrro team pioneered
3rd party operations
• Multi-faceted services
• Acquired by Wipro in
July 2002
India established as the
premier global offshoring
destination for call center
and BPO services
(1996-2000)
Started and grew
Spectramind into India’s
largest
independent BPO company
(2000-2005)
• 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”
(2006 and beyond)
Preeminent Senior Management
Board Of Directors
Raman Roy
Daniel R. Mintz
Raj Dutta
Chairman & 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
Founding 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
Executive Director
23+ years of experience in handling
diverse finance and general
management assignments
Worked with GE, Wipro and HCL
India's Most Experienced BPO Management Team
Created over 35,000 Indian BPO jobs over the last 17+ years
Corporate Functions
Raj Dutta
V Balakrishnan
Executive Director & CFO
23+ yrs Experience
GE, Wipro and HCL
President & Chief Executive,
Strategic Business
Development
25+ yrs Experience
GE, Larsen & Tubro and
Wipro
S Varadarajan
Sunil Rawal
EVP, Chief Human Resources
Officer
25+ yrs Experience
Amex, Tata and Wipro
EVP, Chief Quality, Risk and
Compliance Officer
25+ yrs Experience
GE and Wipro
Sunil Gujral
Rakesh Sharma
EVP, Chief Technology Officer
20+ yrs Experience
Amex and Wipro
EVP, Infrastructure Services
21+ yrs Experience
Oracle and Wipro
Integrated Lean, Six Sigma, Kaizen and COPC quality programs to
increase productivity, timeliness and cost effectiveness for our clients
Ed Quintero
Srini Pingali
Collectively executed over 2700 Six Sigma Projects across various
domains in the BPO industry
EVP, Business Development
25+ yrs Experience
Anderson and Wipro
EVP, New Product
Development
18+ yrs Experience
Accenture, Wipro and
Tata
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 backoffice 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
Handling Diversity:
Team Quatrro: Multi location & Multi cultural
Board Of Directors
Raman Roy
Daniel R. Mintz
Raj Dutta
Chairman & 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
Founding 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
Executive Director
•
23+ years of experience in handling
diverse areas in Finance and General
Management
•
Worked with GE, WIPRO, HCL…
Business Lines
Risk Management
Finance & Accounting
Mortgage Services
Cesar Soriano
S Vaman
CEO, Quatrro Risk
Management
26+ yrs Experience
Amex, Citi Group…
Hari Baskaran
President, Quatrro Risk
Management
CEO , Finance &
Accounting
19+ yrs Experience
RSM McGladrey, Dun
and Bradstreet (D&B),
Bowne Business
Solutions...
Gary Bettin
R. Sivadas
CEO Quatrro Mortgage
Solutions
25+ yrs Experience
Bank of America
Managing Director,
Scope eknowledge
24+ yrs Experience
Escorts, UB
Suresh
Subramanian
Shyam Sundar
Interactive Entertainment
Chandu Nair
Director & President,
Scope eknowledge
24+ yrs Experience
COO Quatrro Mortgage
Solutions
President and Director,
Finance & Accounting
25+ yrs Experience
E&Y, KPMG…
17+ yrs Experience
Citi Group…
Knowledge Services
22+ yrs Experience
Motorola, GE, Equinox
Legal Solutions
Vijayalakshmi
Rao
Director & COO, Scope
eknowledge
23+ yrs Experience
TI Cycles, SAIL…
Technical Solutions
Richard Leinfellner
Howard Hill
Srinivas Pingali
CEO, Babel Media
25+ yrs Experience
EA among others
CEO, Quatrro Legal Solutions
35+ yrs Experience
Chrysler, Pepper Hamilton …
CEO, TSG
17+ yrs Experience
Accenture, Wipro, Tata…
Businessworld, Asian
Paints
Business Support Services
Sanjeeva Fernando
President, Business Support
Services
20+ yrs Experience
John Keells Group…
Corporate Functions
V Balakrishnan
Raja SV
Sunil Rawal
Ed Quintero
President & chief Executive,
Strategic Business Development
25+ yrs Experience
GE, Larsen & Tubro, Wipro…
EVP and Chief, Human Resources
Officer
EVP and Chief Quality, Risk and
Compliance Officer
EVP, Business Development
25+ yrs Experience
25+ yrs Experience
Amex, Tata, Wipro…
25+ yrs Experience
GE, Wipro…
Anderson, Wipro…
Sunil Gujral
Rakesh Sharma
Srinivas Pingali
EVP and Chief Technology Officer
20+ yrs Experience
EVP, Infrastructure Services
21+ yrs Experience
Oracle, Wipro…
EVP, New Product Development
17+ yrs Experience
Accenture, Wipro, Tata…
Amex, Wipro…
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Executing Our Strategy
Risk Management
Interactive
Entertainment
Legal
Information
Services
New Service
Lines
Uncontested
Build
Technology Solutions
New Business
Models
Mortgage Services
Finance &
Accounting
Acquire
New
Geographies
New
Markets
Singapore, Sri Lanka,
China, UK, U.S., Canada
B to C – Business
to Consumer
Small & Medium
Businesses
Align
A unique and differentiated BPO built over the last 36 months
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Very little of what leadership is
about is visible
Somehow you always know when it exists!!!!!!
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[email protected]
www.quatrro.com
Company
Confidential
Company
Confidential
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