Customer-centric BPOs are the experts that help enhance end Customer Experience by aligning corporate vision, processes, technology and services. Foreseeing the need for digital operations in BFSI Industry in India, Ruumila Sadhu, Co-Founded Silaris Information Pvt Ltd a customer-centric BPO that specialises in offering end-to-end digital solutions for Customer Interaction Centres (CIC) in India. The company has been around for almost 11 years and is a PCI-DSS and ISO 27001: 2013 certified company.

Management team of Silaris has over twenty five years of domain expertise in the BFSI and consumer durable vertical. Team management and leadership with focus on Technological Advancements along with continual reviewing and driving results while keeping Information security policies in mind are at the cornerstones of whatever she executes.

An MBA Finance graduate from Oxford College - Bangalore University, Ruumila has a stronghold of twenty years in the BFSI industry. In a recent interaction with Women Entrepreneur, Ruumila shares more about her industry expertise and how she is steering her way to the top despite all the challenges.

Tell Us About Your Educational Journey And Your Prior Industry Experience. What Are Your Roles And Responsibilities And What Are The Challenges You Have Overcome?

Born in a Kashmiri Pandit family at PinglishKashmir , I attended Navodaya Vidyalaya Agalar Pulwama for my early education. In addition, I received my MBA from Oxford College - Bangalore University with a specialisation in Financial Management. After my MBA, I started working for Infovision, where I developed my entrepreneurial skills. In addition, I worked with Serco BPO for two years as Senior Vice President in BFSI vertical.

As a CEO my role is to develop and implement the organization's vision and mission. Developing and implementing the company's short- and long-term strategic goals and forecast. Creating, improving, implementing, and enforcing organisational policies and procedures that will improve Service Delivery, Technology Innovations, and Information Security. Examining the work of all Core team members inside the organisation to ensure that our clients receive the best service possible.

Evaluating the company's financial, operational, and service delivery processes to develop a strategy for continuous improvement and increased operational efficiencies. Mentor and communicate with members of the senior executive team at all levels to stimulate growth and development. Communicate with/on behalf of the organisation with external stakeholders. By setting a realistic pace, I strive to achieve a balance between rapid change and preventing stress on personnel and resources.

Dream big and ensure you execute the ideas well and be with people who believe in what you believe

We are our competition; we are continually thinking about how to improve our company's strengths and flaws to stay ahead. I concentrate on service delivery and focus on our existing customer revenue growth. Making difficult decisions when necessary is an integral part of the CEO's challenging job.

How Come Silaris Information Came Into Being. What Was The Underlying Idea Behind It?

 After more than a decade in the BFSI industry, I realised that digital solutions and operations were the way of the future . None of the BPOs, including the larger ones, were in that field, which prompted me to develop a niche in the industry. Silaris was founded in October 2011, and 2013, we collaborated with a client in India to establish the first online/digital end-to-end process for an insurance product. Further, we went on to develop in-house end-to-end CRM and software solutions for our customers, which gave us a competitive advantage.

What Has Been The Most Significant Milestone That Have You Achieved And What Is Your Guiding Philosophy? How Do You Stay Updated With Recent Periodic Evolutions In Your Field?

Early in my career, I was the first employee to receive the President's Award and the Global Pulse Leadership Award in London. NICHE in BFSI Service Delivery, specially Insurance domain within first four years of our startup and PCI-DSS / ISO 27001:2013 certifications are our key milestones. Being a debtfree company is one of the milestone that I am proud of. We were the first to develop and use Work from Home Solutions at the start of Covid-19 for majority of our customers.

We have a strong in house IT and Software team that is tasked with understanding the technology landscape in the BPO and BFSI industries in India every month. We believe in creating value for our customers, and our differentiators have always been providing technological innovations and time to market.

As A Successful Business Leader What Advice You Would Like To Give To Young Girls Or Women Who Are Aspiring To Become Future Business Leaders?

Be bold in all you do, and realise that not all of your plans will go as planned, so always have a backup plan. Follow your passion and push yourself to learn more about technology in your field of interest. Dream big and make sure you implement your ideas well, as well as surround yourself with individuals that share your beliefs.

Ruumila Sadhu, CEO & Co-Founder, Silaris Information

Ruumila Sadhu’s wide experience and expertise in BFSI is making SilarisInformations the leading organisation in providing customer-centric digital solutions in India

Quick Facts:

Educational Qualifications: MBA Finance

Awards and Recognitions: President Award Global Pulse Leadership Award

Business Leader, You Admire: Steve Paul Jobs