SPi CRM - Management Team of the Year
Company: SPi CRM, Manila, Philippines
Company Description: SPi CRM is a pioneering leader in customer relationship management outsourcing offering voice, chat, email, and social media services. With more than 11,000 employees across the United States, Australia, Nicaragua, and the Philippines, SPi CRM serves clients in diversified industries including media, telecommunications, travel and hospitality, financial services, retail, and e-commerce.
Nomination Category: Management Categories
Nomination Sub Category: Management Team of the Year
Nomination Title: Championing Transformation: SPi CRM for Best Management Team of the Year
Tell the story about what this nominated management team achieved (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:
Realizing gains from SPi CRM as an investment
Announced in July 2016, our then parent, private equity firm CVC Capital Partners, initiated the sale process to our new owner, Japan-based Relia. Holding a controlling interest in SPi CRM from 2013 to mid-2016, CVC’s stake reached maturity and was ripe for a return on investment. Close on the heels of a climactic acquisition, we ended 2016 on an even higher note with double-digit growth for the seventh consecutive year, maintaining our brand promise to drive value for our clients, customers, and employees. This progress is evident in our growth and expansion activities particularly in the Americas, launching our upcoming Idaho facility, as well as increasing our existing presence both in Madison, Wisconsin and in Managua, Nicaragua, where key accounts are flourishing. In our Philippine network, our regional sites in Iloilo and Dumaguete saw a rise in headcount dedicated to principal accounts.
Establishing SPi CRM’s identity and brand equity
Upon completion of the change in ownership in October, SPi CRM launched the new brand. Under the umbrella of Relia, we infused our operational DNA of service excellence, with our parent company’s technology-enabled solutions. We are now uniquely positioned as a global player with proud roots in the Asia Pacific, and boasting a culture of malasakit, the Filipino term for genuine care and compassion. We owe our rebranding success to our Management Team, who found our fit with our investor, while crafting a vision, mission, and values statement grounded in SPi CRM’s experience. “Success inspires us” to Cultivate client relationships by treating each customer as royalty, to Retain our most important asset—our people, by enriching their lives with unparalleled opportunities, and to Maximize shareholder value by delivering continuous and profitable growth, guided by Team is MoRE: Trust, Excellence, Accountability, Malasakit, Meritocracy, and Respect.
Championing results as a business provider and employer
Management, embracing their mandate, was at the forefront of bringing about our transformation, allowing our organization to deepen their focus for peak level performance in our partnerships. In the process, SPi CRM enjoyed the full support of anchor clients, and their trust in us did not go unanswered. Come 2017, we garnered praises from two major clients, for exceeding 2016 targets, securing first place ranking as Partner of the Year, and IT Vendor of the Year. In managing our workforce, our attrition rate stands at an industry-leading 45%, where the average is upwards of 60-90%. From our recent employee survey with participation of 95%, employee satisfaction reached 83%, speaking to the level of workplace engagement we consistently aim for.
Soaring confidence through industry accolades
SPi CRM was nominated for and won the Best C-Suite Team Award during the 11th International ICT Awards. The premier award-giving body in IT-BPM, with a total of 110 entries across 15 categories, our Leaders took top honors for steering the direction of our ICT strategy towards enhanced efficiencies and sustained growth to best serve our internal and external stakeholders. SPi CRM also received multiple distinctions for business innovation in the prestigious 2017 Asia Pacific Stevie Awards, an achievement that validates our commitment to success that redounds to our clients, customers, and people.
Provide a brief (up to 125 words) biography about the leader of the nominated management team:
President and CEO
Before joining SPi CRM, Maulik Parekh served as President & CEO of its holding company, SPi Global for over six years, during which time the value of the company increased by over three-fold. Under Maulik’s leadership, SPi has become the most-awarded BPO brand in Asia. Maulik was the first recipient of the “Best CEO of the Year” at the 2015 International ICT Awards. Previously, Maulik was Executive Vice President of Asia Operations for TeleTech Holdings, where his strategy expanded the company's Asian presence from 6,000 to over 22,000 employees across 14 sites in three years. Maulik has a Bachelor of Engineering degree from Gujarat University, India and an International MBA from the Thunderbird School of Global Management, USA.