Technology is relentlessly transforming global industries, and the BPO sector is no exception. Global industries around the world depend on business process outsourcing to enable their enterprises to run smoothly. Hence, business leaders in the BPO industry are demanded to be tech-savvy in order to keep up with the significantly high digital transformation rate. The industry is evolving around mega technological trends like big data, mobility, and cloud computing. BPO companies have also started using analytics tools for brand building and customer engagement. In a nutshell, BPO leaders must be constantly aware of the type of tech that they have to deploy to enhance user satisfaction and productivity. One such pioneering tech leader focusing on delivering robust tech solutions to meet the growing needs of the global tech industry is Gayathri Ramamurthy, the Strategy and Account Lead at Google.
An All-rounder Bestowing Process Outsourcing
Gayathri has over 16 years of experience in the BPO industry with a deep versatility in stakeholder management, transitions, delivery, vendor operations, project management, and process reengineering for multiple domains like content moderation, life sciences, and banking. Throughout her journey, she has been responsible for ensuring effective operations build-up, change management, process transformation, incubation and innovation, contract and demand management, and SLA/KPI management. Besides, she also oversaw project management and supervised ongoing as well as Adhoc projects within incubation, innovations, and transitions that include recruitment, training, redesigning tools, defining metrics, managing budgets, and making sure the contract profitability. Gayathri has worked across several renowned organizations like Sitel India, Cognizant, Xerox Business Services (US), and Accenture (US), to name a few.
As the Global Account Leader in one of the leading consulting & professional technology companies, Gayathri was responsible for leading the global delivery team for the Largest Search Engine provider with over 500 FTEs across the globe. She focused on defining global location strategy with the client and designed operations from the ground up. She also developed several incubation centers in San Jose, CA to test, create and roll out standardized policies and processes for all locations and be the center for crisis escalations. She is currently working as a Strategy and Account Lead at Google.
Turning Business Pains into Tech Purposes
Besides all her organizational accomplishments, Gayathri is also a seasoned tech pioneer who carries the sensitivity to function within highly complex business landscapes. She possesses strong operational acumen to reconcile with business disruptions and challenges. Her adaptability to technology, accompanied by her vast exposure to multinational culture majorly contributes to the profit of her clients.
Helping to shape the ever-evolving content management (egregious and non-egregious) policies for some of the largest social media platforms has inspired Gayathri to deliver some of the best working solutions. She has partnered with several global and cross-functional groups like specialists, policy managers, and analytics teams to ensure timely and effective communication and long-term success.
Gayathri has always aimed to create positive work environments. She has been creating high-performing global teams by developing, coaching, and promoting people at different leadership levels. Some of her most powerful skills include managing vendor relationships at leadership levels, assessing existing footprints to drive future growth, and providing thought leadership to innovate in the challenging business environment and translate strategic plans into measurable operational results while moving fast in a culture that values responsiveness & flexibility.
Making a Mark with End-to-end Incubation Frameworks
One of the key achievements of Gayathri is her initiative to set up an Incubation team in the bay area and create an end-to-end Incubation framework that could be replicated for all new workflows and experiments with clear guidelines. Now, as a part of the standard process, all new workflows and experiments go through the Incubation process before it is scaled and migrated to other locations. The incubation framework encompasses all aspects of a workflow from an operations delivery standpoint- starting from scoping the process, creation of training manuals, and SOP (Standard Operating Procedures) to defining the metrics, calculating those metrics, and reporting requirements – including the Quality framework.
Her team also created a governance framework under which all aspects of communication and escalation are covered. The incubation of one workflow takes a minimum of 3 months as the team also baselines the metrics and eliminates all bugs in the process. This is a continuous monitoring process that takes place regularly. The team constantly course-corrects its assumptions and amends the documentation as per the requirements of the workflow. They also create and review the process updates and review performance to optimize it before scaling up. Once the incubation is complete, the team trains in scaling up companies all over the world by coaching and getting them to speed up. This end-to-end project takes about almost six months.
Gayathri’s constant focus on workable solutions, proven successful methodologies, and her ability to identify newer ways to strengthen teams and businesses provide organizational teams with new perspectives to redefine business processes. Furthermore, she is also experienced in a new global operating environment driven by cultures of diversity, multi-departmental dependencies, and cross-functional solution requirements.
With hands-on experience in identifying automation opportunities within business areas and driving intelligent process automation, Gayathri is changing operational dynamics to ensure accurate business process automation.
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