{"id":10244,"date":"2023-03-29T10:20:25","date_gmt":"2023-03-29T10:20:25","guid":{"rendered":"https:\/\/premiernx.com\/?p=10244"},"modified":"2025-03-11T12:25:26","modified_gmt":"2025-03-11T12:25:26","slug":"my-premier-year-as-ceo","status":"publish","type":"post","link":"https:\/\/premiernx.com\/uk\/blog\/my-premier-year-as-ceo\/","title":{"rendered":"My Premier Year as CEO"},"content":{"rendered":"

One year seems to have gone by so fast. I joined Premier as the CEO in 2022 and as I come up on\u00a0my premier year anniversary, I wanted to share some observations and notes. These are based on my\u00a0personal trips to Manila, Lahore, numerous town halls, market research, one-on-one sessions, and our\u00a0sales kick-off earlier this year.<\/p>\n

I joined at a pivotal point for Premier. We have been laser-focused on our purpose of being a seamless\u00a0extension of our client\u2019s business and providing high-touch service, especially for first-time outsourcers.<\/p>\n

\"\"<\/p>\n

Outsourcing is Strategic<\/h2>\n

While some firms look at staffing and adding \u201cbodies\u201d, I\u2019ve found that our clients take a different view\u00a0on outsourcing. Our COO calls this \u201cco-sourcing\u201d. This is the ultimate true partnership between the\u00a0client and BPO provider in that we can truly live up to our purpose and be a seamless extension of their\u00a0business.<\/p>\n

Our clients look to us for strategic insights and collaborate together to enhance their business. They\u00a0think of team members collectively, regardless of borders. And together, we not only have been growing\u00a0together over the last year but also having fun!<\/p>\n

As travel eased up, I\u2019ve started visiting our clients and hearing reinforcements of how strategic we are to\u00a0their business. This makes us want to work hard to help add value to the business. It\u2019s a \u201cwe\u201d and \u201cus\u201d\u00a0mentality regardless of what level we engage at.<\/p>\n

\"\"<\/p>\n

Expanded Services<\/h2>\n

At the beginning of 2023, we also added an offering we call \u201cStrategy First\u201d, an off-shoot of our in-house\u00a0strategy team. Clients saw the value we realized with this in-house team and we\u2019ve been working on\u00a0making this available to clients as well. Whether it\u2019s customer-centric exercises to understand the buyer\u00a0journey and improve customer experience or it\u2019s more foundational in terms of identifying the values\u00a0and mission so everyone can be aligned with a north star. We\u2019ve also provided growth-based strategies\u00a0such as researching and identifying clients\u2019 ICP (ideal customer profile).<\/p>\n

With the labor market tightening, we saw growth in several functions this past year including\u00a0accounting, finance, digital marketing, and HR (recruiting specifically). Our IT outsourcing unit continues\u00a0to raise its value with custom software development and more recently, AI and Chat GPT-related\u00a0services. Clients are relieved that they can work with us across the spectrum of services given our multi-country footprint to source the best talent for their unique needs.<\/p>\n

New Capabilities<\/h2>\n

Tapping into my prior experience at Indeed.com and ADP, we took a multi-year outlook on adding\u00a0additional capabilities once I came into the role. We are looking at geographic expansion to provide\u00a0services to our clients in other markets and adding more capabilities that may be unique to certain\u00a0industries. A few of these are in motion and we look forward to sharing the details soon. Some of this is\u00a0the result of our focus on innovation.<\/p>\n

In 2022, we held a Shark-Tank-style \u201cpitch fest\u201d, across all our locations to see what ideas our team\u00a0could come up with. In the months since we’ve been working on bringing these innovations and\u00a0efficiencies to market.<\/p>\n

\"\"<\/p>\n

Growth<\/h2>\n

One measure of success is growth in our business. We had very solid double-digit growth in revenue,\u00a0which meant that we needed more space for our growing team. We moved into new offices in Manila\u00a0and are looking at expansion in our other service delivery centers too.<\/p>\n

To ensure we continue to provide best practices and consistency across all our centers, we also\u00a0centralized some of our operational functions. These include our workforce management, business\u00a0intelligence, quality assurance, and program-training teams.<\/p>\n

Partners<\/h2>\n

In 2022, we formally rolled out our Premier Partner Program. This allows us to engage more formally\u00a0with partners from the industry as well as technology companies.<\/p>\n

Services<\/h2>\n

With our centralized service function and our strategy team in place, we\u2019ve been able to provide\u00a0services to new and existing clients in a few broad areas:<\/p>\n

a. Contact Center: answering calls, chats, and emails on behalf of our client and often with the end\u00a0customer of our client including customer service, scheduling, troubleshooting, support<\/p>\n

b. Back Office: helping to increase productivity across finance, accounting, HR, and operations with\u00a0services to reconcile data, analyze data, including supply chain management, invoice processing,\u00a0customer verification and onboarding, timesheet processing, travel & expense management<\/p>\n

c. Digital marketing and Inbound Lead management<\/p>\n

d. Strategy services<\/p>\n

At Premier, we understand that our customers are at the heart of our success, and we are\u00a0committed to providing them with the best possible service. To that end, we created a support services\u00a0department that is made up of highly talented individuals who are focused on delivering quality\u00a0assurance, business intelligence, automation, compliance, training, implementation, and workforce\u00a0management services.<\/p>\n

I look forward to 2023 kicking it into the next year with a lot of foundation set during 2022. I\u2019m\u00a0appreciative to our entire team at Premier, our clients, and partners.<\/p>\n

Regards,<\/p>\n

Ali Din
\nCEO<\/p>\n<\/div>

\n<\/div>
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