Of Focus, Diligence and Wisdom

From Bareilly to the Boardroom, Shantanu Kodesia's journey stands as a testament to the transformative power of education, adaptability and his willingness to take calculated risks. Currently serving as the Head Operations and Enablement at Sun Life Financial, Kodesia's knack for seizing opportunities provides valuable lessons for professionals at all stages of their careers. In a candid conversation with Corporate Citizen, Kodesia imparts wisdom garnered from a rich and diverse career, touching upon vast experiences ranging from setting up contact centres to his deep appreciation for books

"As you ascend to leadership roles, it’s vital to strike a balance between being task-oriented and people-oriented. It’s not about favouring one over the other, but rather excelling in both areas. A well-rounded approach to leadership is key"

Corporate Citizen: Give our readers a brief background of yourself…

Shantanu Kodesia: I was born and raised in Bareilly, Uttar Pradesh. My schooling took place at Sherwood, Nainital. Following that, I relocated to Kanpur to pursue higher education. Swiftly entering the corporate realm, I have accumulated nearly 29 years of experience. Throughout this journey, I have navigated diverse sectors and roles, encompassing sales, marketing, training, hiring, quality, operations and general management. I have consistently dedicated myself to the organisations I've been a part of.

Venturing into the healthcare and pharmaceutical industry was a significant milestone for me. My tenure at Eli Lilly profoundly shaped my professional trajectory. Transitioning to Dell and then GE Capital International Services provided yet another enriching chapter. Subsequently, I had the privilege of collaborating with industry leaders before finding my long-term home at Sun Life, where I've been for a decade. It feels like life has come full circle. The journey has been remarkable thus far, and I'm eager to continue exploring even more.

CC: You mentioned that you're from Bareilly. How has this city shaped you into the person you are today?

Despite Bareilly being a smaller city compared to the others, I believe it has imparted valuable lessons. Its limited opportunities encouraged me to venture beyond its borders and explore the wider world. However, I must emphasise that it was my school, Sherwood, that truly sculpted my character. From the very start, in spite of strictness, it instilled in me a sense of independence and the ability to confront challenges on my own. Learning to lead a disciplined life was an invaluable lesson.

Moreover, it taught me fundamental life values such as respect for others, patience, perseverance and the determination to conquer adversity. It bestowed upon me both confidence and self-sufficiency. In many ways, I owe much of who I am today to my school.

CC: Regarding your further education, how has the knowledge you've acquired supported your professional endeavours?

When you invest in knowledge or education, it yields the best returns. Education encompasses both formal instruction from institutions and the practical insights gained from industry experience. While my college education provided a solid theoretical foundation, my experiences across various industries and organisations equipped me with a pragmatic approach to work and my profession. These experiences have been invaluable, even those that didn't lead to immediate success. Recognising the value of these lessons and remaining open to continuous learning is crucial. Personally, this journey has taught me how to effectively interact with people, adapt to new products, take calculated risks, and forge ahead.

"The culture of any group or function takes cues from its leadership. Leaders play a pivotal role in setting the tone for the new venture"

CC: You've mentioned having nearly three decades of experience now. What are your learnings so far in your corporate journey?

I have a natural inclination for embracing change and seeking out diverse experiences. This trait is evident in the various roles and challenges I have taken on throughout my career. The time spent in sales field, in particular, provided me with invaluable lessons in adaptability and honed my interpersonal skills. These are essential qualities for any leader, enabling them to understand and connect with team members effectively.

Furthermore, my readiness to take calculated risks became apparent when I made the transition from a robust sales and marketing background to the Global Competency Center (GCC) at Dell. This shift played a pivotal role in shaping my current trajectory. Venturing into the Indian e-commerce sector was yet another transformative step, immersing me in the dynamic and fast-paced environment of startups. This experience not only instilled in me a sense of financial prudence but also honed my ability to make swift decisions in an unstructured setting

My journey stands as a testament to my capacity to stay nimble, make timely decisions, and embrace new challenges. It is clear that I thrive on exploring new avenues and seising opportunities as they arise.

CC: How did you gather the technical knowledge to traverse through different sectors of the industry?

For me, continuous learning and personal growth hold great significance. I'm inclined to explore new ventures and diversify my experiences. Reading extensively has been instrumental in gaining a deeper understanding of various businesses. Additionally, I find value in engaging with different departments and functions. This has been particularly beneficial as, at certain points in my career, I've held general management roles where I had oversight, either directly or indirectly, of various functions. This exposure provided invaluable insights into how different functions operate.

Taking the plunge

In these general management positions, overseeing operations, HR, development, hiring, quality, and finance, has been a rich learning experience. It's essential to absorb and comprehend how these aspects work together. Regarding my foray into different industries, while it's true that it's crucial to have a foundational understanding before diving in, I must admit there have been occasions where I took the leap without complete foreknowledge. It is just like learning how to swim, take the plunge, remain composed, and you'll gradually master the art of floating and survival. This, I attribute to my willingness to take calculated risks. I have faith in my ability to swiftly learn and adapt as I go along.

Furthermore, when it comes to leading teams, I've found that many fundamental principles apply across various industries. The key lies in how adeptly you assimilate new knowledge, adapt to different work cultures, and meet the unique demands of the industry. Possessing a sound business acumen allows for effective adaptation. This, I believe, has been a pivotal factor contributing to my success.

CC: What is the best piece of career advice you have ever received?

I've had the privilege of working alongside some exceptional leaders in my career. Among them, a few stand out prominently. The Managing Director of my initial organisation left a lasting impression. He possessed a remarkable blend of brilliance, humility, approachability, and friendliness. Conversations with him felt like chatting with a peer, not the MD. His genuine concern for people was palpable, making him a truly exceptional individual.

In my tenure at GE Capital International Services, now called Genpact, another leader left an indelible mark. He taught me the art of daring to set audacious goals and take calculated risks. He emphasised that seemingly insurmountable goals, upon closer examination and strategic planning, could be achieved step by step. He urged me to challenge my strategic thinking, encouraging disruptive ideas. This experience was invaluable and contributed significantly to my growth.

In my current role, with an organisation boasting years and years of history, the emphasis on people is particularly striking. The commitment to employee development, evident in our unyielding support for learning initiatives, speaks volumes about our values. We believe that investing in learning is tantamount to investing in our people's future. While our business and clients are undoubtedly vital, we also carefully consider the impact on our employees. This perspective, learned from the top-down, has been instrumental. The focus on Technology and Operations teams coming together to solve business problems and deliver technology and digital solutions that significantly enhance client experience, is another excellent aspect of the organisation.

CC: How according to you can a leader and an organisation be more empathetic and responsible towards employees?

It's evident that our current organisation places a strong emphasis on its people, and this approach was already deeply ingrained before the pandemic hit. Your employees are truly valued as assets, which, while it may sound like a cliché, is indeed the genuine reality.

Throughout the pandemic, our organisation demonstrated an unwavering commitment to its employees. No one was asked to leave on account of the pandemic, and there were no cuts to salaries, increments, or promotions. In fact, the organisation went above and beyond, providing additional support to help employees navigate the challenges of this unprecedented time.

Since the onset of Covid-19, there has been a noticeable shift towards greater empathy and responsibility within leadership and organisations. This evolution towards a more people-centric approach has been both heartening and transformative.

Additionally, the continued support for hybrid work arrangements and the introduction of collaboration days are commendable initiatives. These steps encourage in-person interactions and collaboration among teams, enhancing the overall work experience.

There are unique challenges in managing a hybrid workforce. Virtual communication sometimes falls short in conveying nuances like body language and emotions, leading to potential misunderstandings. This underscores the importance of face-to-face interactions, where these subtle cues play a significant role in effective communication. Such interactions contribute to a more holistic understanding and better overall communication.

In my perspective, a hybrid model works exceptionally well. It allows for a balance of working from home for a few days and being in the office for the rest of the week. This arrangement fosters a stronger sense of connection and understanding among team members. As a result, we're able to comprehend each other's perspectives in a much more profound way. This, I believe, significantly enhances collaboration and productivity.

"My journey stands as a testament to my capacity to stay nimble, make timely decisions, and embrace new challenges. It is clear that I thrive on exploring new avenues and seizing opportunities as they arise"

Communication is the key

As a leader, it's a personal commitment of mine to regularly connect with all members of my team, regardless of their level within the organisation. We maintain an open-door policy, which has been a consistent practice even in our startup phase. While there may be hierarchical levels, it's crucial that my team feels comfortable approaching me with any concerns or issues that may arise. I always encourage them to communicate with their immediate supervisors, but they should also know they can approach me directly if needed.

Setting up a new venture also involves shaping the organisational culture. It's imperative to recognise that the culture of any group or function takes cues from its leadership. Leaders play a pivotal role in setting the tone. Leading by example and exhibiting the right behaviours sets the standard for the entire team.

A cornerstone of any successful team is an atmosphere of mutual respect and trust. I've witnessed teams flourish when this trust is established and deteriorate when it's lacking. I've seen diverse groups of individuals come together, build trust, and ultimately emerge as a formidable team. This dynamic underscores the importance of trust and respect within a team.

CC: Tell us about the experience of setting up a contact centre.

Setting up a contact centre in the Philippines was absolutely astonishing. To set up an operations team, or any business venture for that matter, requires careful consideration. It's crucial to assess the cultural alignment of the team members you bring on board from the very beginning. We have asked this question - do their values and work ethic align with the overall goals and values of the venture? We need to dig deep into that. Additionally, while hiring, it's vital to select individuals who not only fit the role but also contribute positively to the work environment.

In new setups, often, the fundamental aspects like business policies may not be entirely in place. This necessitates a willingness to adapt and evolve over time. Being receptive to feedback and making necessary adjustments is key to a successful implementation.

Initial efforts should focus on foundational elements like establishing quality standards, providing support and training, and implementing a robust transition plan. A strong leadership structure and support teams are also essential components. Effective communication is the cornerstone of this process. Problems often arise not due to communication itself, but rather due to a lack thereof. Ensuring open and transparent channels of communication is imperative in any scenario. It forms the basis for a successful and harmonious work environment.

CC: A book that has a profound impact on you?

Certainly, there's one book that holds a special place for me, and I've even discussed it many times, The Monk Who Sold His Ferrari. It's a book I hold in high regard and have revisited multiple times. Each read offers a unique insight, depending on the phase I'm in. It's truly remarkable how it continues to resonate with me. This book is a hardbound edition, and it's remained a cherished possession.

As for when I first encountered it, I believe it was around 2010, so about a decade ago. One significant takeaway from the book is the emphasis on continuous self investment. It associates this to fueling a car, stressing that neglecting this can lead to a stalled journey. It underscores the importance of consistently nurturing oneself amidst the demands of daily life.

Another powerful metaphor in the book involves a cup and saucer, where the liquid is poured until it overflows. This imagery serves as a reminder that our minds, much like the cup, can reach a point of overflow if we don't make room for new and meaningful experiences. Clearing mental space is crucial for growth and evolution. These lessons have truly made a profound impact on me.

"Investing in learning is tantamount to investing in our people’s future. While our business and clients are undoubtedly vital, we also carefully consider the impact on our employees. This perspective, learned from the top-down, has been instrumental"

CC: I'm sure you have a very tight schedule. What do you do when you have some time on your hands?

I truly cherish connecting with people, and I find my energy levels surge in social settings. Spending quality time with friends is something I hold dear. That's one aspect of my life. Additionally, I'm an avid follower of global news, and it's become a ritual for me to catch up on current events or watch some sports channels before winding down for the night. I have a deep love for sports, both as a spectator and a participant. It holds a special place in my heart. Lastly, I consider myself a spiritual individual. My day begins and concludes with devotion to Shirdi Sai Baba, a practice I hold in high regard. This spiritual connection is integral to my daily routine.

CC: Three tips for the freshers who are about to enter the corporate world.

Patience and Long-Term Perspective: It's crucial not to get discouraged if things don't unfold as expected within a specific timeframe. Remember, your career spans several decades, with ample opportunities ahead. Life will reward you in due course.

Balanced Leadership Approach: As you ascend to leadership roles, it's vital to strike a balance between being task-oriented and people-oriented. It's not about favouring one over the other, but rather excelling in both areas. A well-rounded approach to leadership is key.

Continuous Self-Investment and Learning: Never cease to invest in your own growth and development. Consider it as fortifying your foundation. Just like a sturdy foundation supports a tall building, ongoing learning reinforces your career. Each new lesson adds strength to your foundation, enabling you to build higher and reach greater heights in your professional journey.