Tag Archives: Leaders

Overcoming the mental hurdles of leadership

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By Ross TsakasiStock_000008266083Small[1]

“Commitment is what transforms a promise into a reality,” according to a famous quote by Abraham Lincoln.

I would contend that leadership is, in fact, comprised of a series of small promises converted into reality. Along the way, these small promises generate faith and trust in a leader’s ability to not only promise wonderful things but also deliver on those promises. Great leaders are then idealized as the faultless heroes who steadfastly strode forth and never looked back — but is that indeed the whole truth?

I can’t confidently state whether it is. All I can share is my own experience of being a leader and what I encountered along the way. My experience as a leader began when I formed my first venture, Eulysis. I had discovered a technology, the Single Vial System, to deliver twice as many medicines at half the cost worldwide. Along the continuum from inception to completion, I was fortunate to gain support from the World Health Organization, Bill & Melinda Gates Foundation, Royal Society of Edinburgh, and HRH Prince Charles. I also led an international team of public and private partners across three continents. Continue reading →

The Board Directors You Need for a Digital Transformation

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By Tuck Rickards and Rhys Grossman

iStock_000027814907Small - CopyWhen the term digital transformation was first bandied about by consultants and business publications, its implications were more about keeping up and catching up than true transformation. Additionally, at first it was only applied to large, traditional organizations struggling, or experimenting, in an increasingly digital economy. But true digital transformation requires so much more. As evidenced by the recent Amazon acquisition of Whole Foods, we’re living in a new world.

Early transformation efforts were focused on initiatives: e-commerce, sensors/internet of things, applications, client and customer experience, and so on. Increasingly, our clients are coming to us as they realize that in order for these disparate initiatives to thrive, they need to undergo an end-to-end transformation, the success of which demands dramatic operational, structural, and cultural shifts. Continue reading →

Regional Operations Center Lead

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Our client is a leader in global financial BPO services with a strong international network comprising hubs in the USA, Brazil, India, Mexico, Philippines, Singapore and Germany.

Summary

As part of the BPO Global Operations Leadership Team, you will be responsible for the strategic direction and management of the operations for a strategic Fortune 50 client. The jobholder will be responsible for running the site operations while maintaining client satisfaction and driving site profitability. Additionally, this role will also support driving growth and augmenting client relationship across the multiple LoB’s supported by the site.

Responsibilities

  • Provide & implement strategic plans to improve site performance to ensure BPO industry leadership
  • Review & manage operational performance across LoB’s
  • Monitor performance against Service Level Agreements and work with the client to address any performance issues
  • Manage the day to day relationship and contract governance and outsourcing   provider on relevant planning or contract management topics
  • Establish action plans to improve or evolve performance
  • Provide guidance, feedback, and leadership to drive the team to achieve, continuous improvement on all operational, quality, and satisfaction metrics

Continue reading →

Global Service Delivery Director

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Our client is a leader in global financial BPO services with a strong international network comprising hubs in the USA, Brazil, India, Mexico, Philippines, Singapore and Germany.

Summary

The successful candidate will have responsibility for managing the delivery of services to maximize contribution to the success of a major global client. Services include Electronic Payment Services and other Order to Cash operations which include Credit, AR and Collections management, Cash Applications, Billing, and back office finance processing and customer services. Continue reading →

5 leadership mistakes even the best bosses make

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MarcelSchwantesauthorphoto_79607By Marcel Schwantes

If you think your boss is some freak of nature and you’re the luckiest person alive, I’ll break it to you gently: He or she is human and will make mistakes.

The great ones rise up from their errors by A) acknowledging they made a mistake and correcting a behavior (think humility), or B) acknowledging a blind spot that needs to be addressed, then doing something about it.

Lets dive into a few prevalent leadership mistakes that even the best and smartest leaders tend to make.

1. The mistake of not giving employees a listening ear.
I recently wrote about the powerful business practice of “stay interviews.” Unlike the exit interview, this concept is predicated on listening to employees’ feedback to get fresh insight into improving the work environment that will help retain those valued employees today–not after they have emotionally disconnected and turned in their resignations. Leaders who check hubris at the door and listen authentically in this manner build trust, but even the smartest of leaders have this blind spot where they don’t leverage active listening skills to build and support culture. The message coming across to employees is that they’re not seen as important and part of the family — a critical mistake even for the brightest leaders. Continue reading →