As we stood at the cusp of the 21st century, fresh business graduates across India found themselves amidst a whirlwind of change and opportunity. The buzz in the air was electrifying, with whispers of a new era dawning upon the nation’s capital, New Delhi, in the form of American Express. The year 2000 had come and gone, leaving in its wake a generation eager to break free from the shackles of conventional semi-government jobs in banks and insurance companies. Globalization was on the horizon, and the internet was rapidly shrinking the world, making opportunities more accessible than ever before.
One individual who embarked on this exciting journey of change and transformation was Anirudhe Ghosh, now Senior Vice President of TASC Corporate Services. Anirudhe is a result-driven professional with a remarkable track record in successfully managing customer contact centers, BPOs, and Shared Services Operations. His journey began in 2001, a time when he was among the pioneering youths venturing into the burgeoning BPO industry.
Drawing inspiration from iconic figures like Jack Welch and Raman Roy, who played pivotal roles in shaping the aspirations of Indian youth during that era, Anirudhe joined the ranks of the million-plus skilled workers who found employment in the rapidly expanding BPO sector by 2001. What set this industry apart was its ability to provide services to clients worldwide, transcending geographical and sectoral boundaries. It was a transformation that was not only reshaping the job landscape but also reducing India’s dependence on traditional government employment, which had long been one of the largest sources of jobs in the country.
With over two decades of experience in the field, Anirudhe has been a firsthand witness to the evolution of the BPO industry, from the era of massive call centers to the integration of business process outsourcing (BPO) and knowledge process outsourcing (KPO). While the industry initially thrived on labor arbitrage, leveraging the cost-effective workforce in developing countries, Anirudhe and his peers played a pivotal role in its transformation. They spearheaded technology-driven, multi-geography global operations, setting the stage for the industry’s continued growth.
In the early days, BPOs primarily focused on back-office functions like customer service and accounting. However, over the years, the scope of services provided by these firms has expanded exponentially. Anirudhe’s leadership extended to various BPO operations, encompassing complex procurements, MRO transformations, IT support, marketing, legal, and human resources.
Anirudhe’s journey with TASC over the last decade has allowed him to apply the wealth of knowledge he gained from his tenure with esteemed organizations such as Infosys BPO and Wipro BPO. His achievements include the remarkable transformation of a sizable Human Resource operation, transitioning it from a paper-based environment to a completely paperless one. Leveraging cloud computing and a robust lean 6-Sigma best practices framework, Anirudhe strategically paved the way for TASC to initiate offshoring of its critical human resource operation, extending its reach beyond borders to Bangalore.
Diverse Industry Experience
Over the past 22+ years, Anirudhe has gained extensive experience across diverse industries, including Staffing, Retail CPG, Telecom, Banking (Retail), Manufacturing, Media and Entertainment, and Human Resources. His roles have spanned leadership in complex operations, Head of Human Resources, and pivotal involvement in establishing TASC Corporate services.
Through these experiences, Anirudhe has distilled key leadership principles:
- Vision: Effective leaders possess a clear vision and the ability to actualize it, perceiving the bigger picture and managing change methodically.
- Trust: Trust is paramount in strong teams. Leaders build trust by consistently honoring commitments.
- Intent: Leadership is effective when it’s rooted in genuine intent, focused on the team’s success.
- Curiosity: Anirudhe’s diverse experiences are driven by curiosity, a trait he values in leaders. It fosters fresh perspectives, encouraging the best from teams.
A Partner for Business Success
TASC Corporate Services, a subsidiary of the TASC Outsourcing group, has established itself as a leading business services organization in the region. The company specializes in guiding businesses through the entire process, from securing licenses to obtaining essential government approvals, facilitating the execution of their “go-to-market strategy.” After the incorporation process, the company ensures enterprise compliance to optimize operational efficiency. It is known as a trusted partner for startups and organizations seeking growth in the UAE, offering dependable and scalable solutions while assisting in overcoming regulatory hurdles.
The company’s HR transformation services recognize the evolving nature of the HR landscape, providing end-to-end solutions to keep organizations ahead of industry changes. With extensive experience as global leaders in HR transformation services, the company helps organizations reimagine the role of HR and leverage technology to address complex business and workforce challenges, ultimately enhancing productivity.
Backed by a team of expert consultants, the company collaborates with organizations to develop comprehensive HR strategies that prioritize Generation AI. They assist in creating human-centric workforce experiences, emphasizing employee engagement and readiness for technological advancements. The company’s well-structured digital HR transformation solutions ensure organizational readiness for the future.
TASC Corporate Services’ mission is to empower businesses and individuals to deliver greater value, achieve better outcomes, and enhance productivity. Together, the company and its clients unlock the full potential of HR organizations, paving the way for a brighter future for businesses.
For over a decade, the company’s staffing business has disrupted the Gulf’s staffing and recruitment industry. The company consistently delivers innovative hiring solutions to businesses of all sizes and types, evolving into one of the region’s premier recruitment, staffing, and HR service providers. Collaborating with established industry leaders and emerging players, the company provides comprehensive business services, including contract staffing, permanent recruitment, HR management, payroll outsourcing, and offshoring. Its suite of services is designed to boost business efficiency and reduce costs.
As a strategic partner, TASC Corporate Services helps organizations achieve their business objectives by addressing and solving critical business challenges.
Principles for Achieving Service Excellence
Anirudhe emphasizes that customer satisfaction should not be a transactional approach but an integral part of an organization’s culture. To achieve this, he believes that the customer should be at the core of all decision-making processes, becoming an inherent part of the organization’s DNA.
In his 20+ years of experience, working with esteemed leaders at organizations like Infosys, Wipro, and iGATE, Anirudhe has distilled key principles for driving service excellence while maintaining efficiency and enhancing productivity:
- Set Clear Expectations: Ensure that customers have a precise understanding of what to expect from your services. This involves providing accurate information about your offerings, setting delivery timelines, addressing potential delays, and having a risk mitigation strategy in place.
- Be Responsive: Respond promptly to customer inquiries and complaints, expressing genuine gratitude for their feedback. This demonstrates your commitment to resolving any issues they may encounter.
- Be Proactive: Take the initiative to identify and address potential issues before they escalate into major problems. Clearly communicate challenges to customers and your approach to mitigating them.
- Personalize the Experience: Make customers feel valued and important by personalizing their experience. This may include using their names, remembering their preferences, or offering special deals or discounts.
- Go the Extra Mile: Occasionally, going above and beyond can significantly enhance customer satisfaction. This might involve small gestures like offering a complimentary gift or addressing a problem, even if it’s not your fault.
- Empower Employees: Grant employees the authority to make decisions and solve problems on the spot. This ensures that customers are satisfied, even in the face of challenges.
- Measure and Track: Utilize customer satisfaction metrics to assess your performance and identify areas for improvement.
- Act on Feedback: Take customer feedback seriously and implement changes to enhance your products, services, and overall customer experience.
- Use Technology Effectively: Leverage technology, such as Customer Relationship Management (CRM) software, to monitor customer interactions and preferences, improving operational efficiency.
- Optimize Processes: Continuously streamline your operations for maximum efficiency, reducing errors, and ultimately enhancing customer satisfaction.
- Cultivate a Positive Work Environment: Fostering a positive workplace environment leads to happier and more productive employees, resulting in improved customer satisfaction.
- Employee Training: Ensure your employees are well-trained in providing excellent customer service, including handling complaints and resolving issues swiftly and effectively.
Anirudhe acknowledges the ever-evolving nature of operational dimensions, emphasizing the importance of agility in adapting to change. This ensures that service delivery excellence is maintained while pursuing efficiency and productivity.
As Ron Kaufman says – “What’s possible today isn’t bound by what was possible yesterday and is never a measure of what’s possible tomorrow.”
Strategies for Successful Shared Services and BPO Operations
Anirudhe emphasizes the importance of aligning shared services operation strategies with an organization’s long-term objectives. He believes that successful shared service and BPO operations share three fundamental pillars that are largely industry-agnostic: People, Process, and Technology. Deploying these resources strategically is crucial for achieving optimal results in shared services.
Drawing from his experiences and key successes, Anirudhe highlights several key areas of focus:
- Define Clear Objectives and Goals: Determine what you aim to achieve with shared services. Whether it’s cost reduction, efficiency improvement, or both, clear goals provide the foundation for developing a successful strategy.
- Identify Suitable Services for Centralization: Not all services are equally suited for centralization. Consider factors such as cost, expertise requirements, and the need for consistency when selecting which services to centralize.
- Standardize Processes and Procedures: Standardizing processes and procedures for delivering centralized services ensures consistency and efficiency across the organization.
- Leverage Technology for Automation: Employ technology solutions that can automate tasks and enhance operational efficiency within shared services.
- Measure and Track Performance: Continuously monitor and assess the performance of shared services to identify areas for improvement.
- Continuous Improvement: Embrace a Kaizen approach, recognizing that shared services are an ongoing process requiring continuous enhancement and optimization.
- Gain Stakeholder Buy-In: Secure support and alignment from all stakeholders, including business units, employees, and senior management, as shared services represent a significant organizational change.
- Effective Communication: Regularly communicate with stakeholders to ensure transparency and alignment in shared services operations.
- Agility and Adaptability: Remain flexible and adaptable to changes in the business environment, making necessary adjustments to meet evolving business needs.
Anirudhe also underscores the importance of tailoring strategies to specific industry verticals. For instance, in the financial services sector, compliance with regulations takes precedence, while in healthcare, safeguarding patient privacy becomes a primary concern. This industry-specific focus ensures that shared services operations align with industry standards and requirements.
Takeaways for Successful Process Transitions and Ramp-Ups
Anirudhe emphasizes the importance of viewing process transitions not as mere “lift and shift” operations but as opportunities for transformation. Through his extensive experience in managing transitions, he has gleaned valuable lessons that prioritize process improvement and successful outsourcing for customers. Here are some key takeaways from his experience:
- Planning is Crucial: A well-thought-out plan is essential for a smooth transition. This includes defining the scope of work, identifying necessary resources, and establishing a timeline.
- Stakeholder Buy-In is Essential: The success of any transition or ramp-up relies on the support and buy-in of all stakeholders. Gaining their commitment early in the process is critical.
- Effective Communication: Maintaining open lines of communication with all involved parties, including the team, stakeholders, and customers, is essential to prevent surprises and ensure alignment.
- Utilize Project Management Methodology: Employing a project management methodology facilitates effective planning, tracking, and management of the transition or ramp-up process.
- Flexibility is Key: Recognize that plans may need to adapt as circumstances change. Being flexible and adaptable is crucial to navigate unexpected challenges.
- Realistic Expectations: Acknowledge that transitions may encounter obstacles, and perfection is not always attainable. Preparing for challenges and setbacks is essential.
- Celebrate Achievements: Recognize and celebrate successes along the way to maintain motivation and engagement among the team.
- Risk Awareness and Mitigation: Identify potential risks associated with the transition and take measures to mitigate them to the extent possible.
- Prepare for Change: Understand that transitions inherently involve change. Be ready for it and support the team in embracing change positively.
- Learn from Mistakes: No transition is flawless. Use past experiences to learn from mistakes and apply those lessons to improve future transitions.
- Documentation is Valuable: Keep records of what went well, what didn’t, and the lessons learned. This documentation can help identify patterns and drive continuous improvement.
By leveraging insights gained from previous transition and ramp-up experiences, organizations can enhance the likelihood of successful outcomes and continuous improvement.
Staying Informed and Connected in the Modern Business Landscape
Anirudhe recognizes the importance of staying well-informed and connected in today’s information-rich environment. He believes that while information is readily available and accessible, it’s equally crucial to discern the truth from misinformation using our cognitive abilities. As a leader in a dynamic organization and economy, he employs various tools and strategies to ensure he remains connected and knowledgeable:
- Read Industry Publications: Anirudhe keeps abreast of industry news, analysis, and insights by regularly reading relevant publications. These sources provide valuable information about the latest industry trends and developments.
- Follow Industry Thought Leaders: He actively follows industry thought leaders who share their expertise and opinions on current trends. Whether through social media, blogs, or events, this helps him stay updated on the latest insights in his field.
- Attend Industry Events: Anirudhe recognizes the significance of industry events as opportunities to gain firsthand knowledge about emerging trends and network with professionals. Attending such events allows him to connect with experts and peers.
- Engage in Discussions with Peers: He values discussions with peers and colleagues who can offer insights into trends in their respective industries. Sharing experiences and insights among colleagues keeps him well-informed.
- Utilize Social Media: Anirudhe leverages social media platforms to stay updated. By following relevant industry hashtags, joining groups, and connecting with professionals, he ensures he receives timely information.
Additionally, Anirudhe emphasizes the importance of curiosity and continuous learning. He advocates for staying informed through various channels, including publications, thought leaders, industry events, discussions with peers, and social media. Being proactive in seeking knowledge ensures that he can provide valuable insights and remain a well-informed leader.
Shaping the Future of HR
TASC Corporate Services is not merely a division within the organization; it serves as a pivotal growth driver. The division is embarking on a journey with the aim of making substantial contributions to the group’s overall success. This strategic move has the potential to reshape the group’s position and elevate its standing in the customer value chain. The services offered by this division have a profound impact on the end customer’s business.
Anirudhe firmly believes that the TASC group is destined to become a strategic partner for businesses. It aspires to assist them in executing their go-to-market strategies, facilitating scalable growth with cost-effectiveness, and serving as a knowledgeable partner in the region.
TASC Corporate Services is actively forging partnerships with HR tech organizations to revolutionize the employee experience. By incorporating cutting-edge technologies such as Web 3.0, Generative AI, METAVERSE, and augmented reality into HR practices, the division aims to stay at the forefront of innovation and contribute to the future of HR.
Website: tasccorporateservices.com
