Kapil Gupta

Consulting projects are typically fast paced, with a lot of data inputs and tight deadlines. Your team is subject to excessive scrutiny, so as a leader, it's tough balance to focus on progress, constantly aligning directions and still remain hands on. IMHO answer to this question lies in gauging what "hands on" means. I believe that you should be "Hands on enough" 1) To spot important information that links up to outcomes. Decipher information from data. 2) Hands on enough to understand stakeholder expectations and team dynamics to navigate tough decisions 3) Hands on enough to deep dive in an area when needed and surface out soon enough to keep the ship moving ahead. But hey, that's where experience counts. Keep it going.

Three C's. 1) Courage to seek help, ask questions and to fail 2) Commitment to continue learning. Enjoy the process and grow your knowledge 3) Confidence to use your unique strength of adaptability to your advantage. Remember not everyone can commit to these 3 C's easily. To embrace the challenge, and enjoy the journey

My suggestion is applicable to entire outsourcing business. 3 aspects for your critical consideration are 1) Elevated Understanding of Outcomes: Teams need to embrace the importance of business outcomes beyond SLA's. Customer experience, Financial gains, Sales Improvements etc. that their scope influences 2) Extreme Focus on Training: Train, Measure and Re -Train and that includes People as well as Technology 3) Long Term Stability vs short terms gains: For managers who drive the business case, design for higher transition costs, if not done earlier, make sure that while you focus on costs, you allow teams to stabilize before exercising controls basis financial metrics only Walk before you Run!

I was given to manage a troubled technology set up, an offshore service business entity that lacked team work and trust on leaders, So, I speak from experience of converting it to a “Best places to work for” unit. Things that helped 1)Trust in Self and Colleagues: Everyone, comes to work with a mindset to build a great work environment 2)Listen and Action: Listening is often a skill missed in leaders. Employees know the solution. Please act on them 3)Focus, Plan and Hussle: It's not easy, trust is not built in a day, be prepared for failures but it's important to stay on course 4)You are Vulnerable, accept it: DON’T be the super hero. Ask for help and you will get it. Surveys, Trainings etc. will help but your personality matters the most!

1. **Empathize and Understand**: Put yourself in the customer's shoes. Recognize where the issue originates and consider how your services impact them. Empathy is crucial. 2. **Authenticity Matters**: Avoid generic responses or brushing off their concerns. Be genuine in your interactions. Acknowledge their frustration and validate their feelings. 3. **Clear Communication**: Use plain language—no technical jargon. Provide a straightforward path to resolution. Transparency builds trust. Remember, even after resolving the issue, follow up. Building a long-term relationship requires consistent effort. 🤝

Nothing like over communication in this space. But make sure that a higher weightage is given to listening and navigating stakeholders to understand your proposition. Establish Trust!