Due to the importance of connectivity and cutting-edge technology in the digital transformation process, businesses are being pushed to reevaluate their current systems and invest in innovative new approaches to the challenges they face in the modern digital environment. To stay up with customers' ever evolving desires and expectations, businesses must make strategic shifts in addition to updating their technical foundations. That's where experts like Agatha Nair, Director at Sutherland, come in.

The Operations Centre that Agatha led the set-up in Al Ain for one of UAE's largest banks was the first Work @ Home program in the Middle East Financial Sector and was staffed entirely by UAE National women. Wearing multiple hats such as developing and implementing successful digital transformation plans for clients across verticals in the region, Agatha played a key role in the expansion of Sutherland in the Middle East.

In an exclusive interview with Women Entrepreneur, Agatha discussed her current duties as head of Service Delivery, and new digital transformation horizontal offering being developed by Sutherland. And we were excited to find out about the career path and personal qualities that have helped her succeed and led to here.

Tell us about the various roles and responsibilities that you shoulder as the Director of Service Delivery for Sutherland. What are the primary focus areas in your current role?

I am primarily responsible for Sutherland's service delivery in the United Arab Emirates and Saudi Arabia. I played a pivotal role in the team that designed and established Sutherland's new horizontal, which we rolled out in this part of the world and eventually took worldwide. In addition, I support the company's growth in GCC.

What are some of the most pressing challenges that you encounter in your current role? How do you successfully mitigate these challenges?

The Middle East market does pose some unique challenges and at the same time, also offers enormous opportunities that encourage out-of-the-box thinking. Balancing local nuances while working for a large organization with global rules takes a unique combination of commercial acumen and creative problem-solving skills. Before joining Sutherland in Dubai, I had valuable experience in another global Business Services organization and with one of the world's oldest banks, which prepared me to overcome challenges to accomplish my objectives.

In your opinion what are some of the most significant milestones that you have achieved throughout your professional journey? What has been the driving force behind your success as a professional?

Throughout my professional life, I've been assigned to challenging projects- 'Agatha will get it done!' These are words I both adore and dread in equal measure; I face challenging environments, but I enjoy overcoming them it's a testament to endurance. Oftentimes I don't realize how tough things have been till someone else points them out to me.

A highlight of my work life so far has been the opportunities I've had to advance my career by taking part in genuinely ground-breaking projects. And I think the skills which have driven me forward, my perseverance, focus, articulation and work ethic, have all been paramount to the success I've been lucky enough to have found so far in my career.

In your opinion how will the global services industry evolve in the near future? What trends do you see developing in the market going forward?

The past decade has seen a tremendous shift in the service sector. The proliferation of service providers and advances in technology have largely prompted these changes. The brick-and-mortar business paradigm is being challenged by online marketplaces.

Customers today have so many options that they want nothing short of flawless service with a 99.9% up-time guarantee, stellar support, and complete transparency. An increasing number of consumers are leaning toward digital, self-service channels of communication. As a result, companies like ours need to reimagine client journeys that fully embrace digital media.

“My determination, professionalism, ability to express myself clearly, &work ethic have all contributed to my current success”

Drawing from your experience as a business leader, what would your advice be to young women and girls who also aspire to become business leaders and entrepreneurs in the future?

Women's position in the workplace is stronger than ever, because through past efforts, a lot of the obstacles we used to confront as well as those which remain, are being eliminated. Truly forward-looking organizations are supporting women leaders and reaping the benefit of this move.

It's crucial to bear in mind the unique attributes we women bring to the table, such as our commitment levels, our capacity to simplify seeming difficult problems, and our emotional intelligence. We must believe in our strengths and support one another. There is no need to use outdated metrics, such as aggression and loudness to evaluate our competence and leadership capabilities. Women have the potential to reach the highest levels of achievement while maintaining composure, an authoritative posture and outperforming their male counterparts.

Agatha Nair, Director- Service Delivery,Sutherland

Agatha attended Symbiosis, in Pune, where she completed her PGDBA. She has extensive experience in senior positions in the fields of banking, customer experience management, offshoring and consulting, and she has won awards for the ground-breaking work she has done. In her professional journey, Agatha has successfully achieved the expected business outcomes in the areas of revenue, customer satisfaction, and digital transformation.