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


• 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…


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


Mutual Respect

and Dignity

Strategies in Turbulent Times


• 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


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


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



• 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

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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



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


[email protected]

www.quatrro.com

Company Confidential

Changing Role of Leadership

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