Whom do I serve?

• Deciding to set up: Organisations deciding to set up shared services.
• Set up and refine: Organisations that have set up shared services and require refining of operations.
• Desire to expand: Organisations that have established shared services and are looking to expand and grow their operations – both capabilities and reach.

What are the challenges you are facing?

Challenges that I can help you address... 

New challenges:

• Remote working – Processes, Team management, training, retention, etc.
• Compliance / security
• Automation, technology disruptions
• BCP
• Talent availability

Existing:

• Costs
• Efficiency
• Flexibility for stakeholders
• Strategic alignment
• Responsiveness to internal clients and their satisfaction
• Expansion and growth
• Engaged employees
• Moving from cost arbitrage to service orientation

What do I offer?

Strategy

• How the shared services model aligns with the business strategy
• Setting up the shared services
• Develop and drive the:
  • Vision
  • Operating model
  • Value proposition
  • Culture

Refining the operations

• Helping you take the services to next level of performance
• Operational efficiency: Processes, Metrics, Efficiency, Cost effectiveness
• People aspects
• Client aspects
• Communicate value to stakeholders
• Risk & compliance

Growth

• Expanding capabilities and offerings
• Expanding the reach – new internal / external clients
• Creating products / solutions

What is my approach?

Understand & diagnose:

• Understand your current situation and challenges.
• Determine business needs.
• Assess and analyse the current processes.

Identify opportunities for improvement:

• Present findings and recommendations.

Organise and manage the projects (if required):

• Develop detailed project plans to drive changes and improvements.
• Provide guidance to address issues and challenges.
• Track and assess the effectiveness of projects.
• Communicate regularly with the concerned stakeholders.

I offer three decades of experience in providing strategic guidance and operations leadership for off-shoring of shared services.

Summary of my experience:

• Last 15 years: Setting up and leading offshore shared services.
• 10 years: Managing country wide business operations – Setting up businesses, managing a geographically dispersed talent pool, revenue generation, profit center management, customer management.
• 10 years: Front end sales and business development in areas of IT solutions, learning solutions, recruiting solutions.

Functional areas include:

• Hands-on, in-depth understanding: Sales, Marketing (of services), Learning solutions.
• Setting up, leadership experience: HR/Talent, Finance, IT services, Helpdesk, Compliance.

Academics: MBA, M.Com., Certified Coach (ICF)

Geographies: I have worked extensively with internal and external customers in India, US & UK. I have also worked with stakeholders in Australia, Canada and Europe. Have a good understanding of ways of working.

I am a builder: I am passionate about building large offshore operations from scratch that deliver value beyond the cost arbitrage. In my recent roles I have built an operation of 600 plus team members from scratch in a span of five years.

Efficient operations: I find it rewarding to improve the efficiency and productivity of the operations. I have restructured operations from a long term strategic perspective. I apply my creativity, leadership and ability to navigate complex and abstract problems.

Strengths: My key strengths include understanding customer needs, building stakeholder relationships, engaging teams, enabling innovation and operational efficiency.

Leadership role in an MNC: In my last leadership role I served as Vice President at an MNC and lead the shared services offshore delivery center (more than 1,000 team members) supporting UK and European geographies. Prior to this role, I have set up and lead large marketing teams supporting the US, Australia, Canada and other geographies. I enjoy nurturing and working in an environment that is inclusive, empowered and encourages continuous learning.