Skilling Trends and Planning for the future in Services

“Demand for technological, social and emotional, and higher cognitive skills will rise by 2030” and will impact all industries alike as highlighted by experts from Deloitte and McKinsey

OVERVIEW

The Indian services sector is the fastest growing in the world, accounting for 28% of employment and 56% of overall Gross Value Added in 2019-20.

As the lifeline for national socio-economic growth, the service sector includes prominent industries like IT, telecom, media and entertainment, health care, banking and financial services, retail, railways, environment, energy, education, and sports. These businesses rely heavily on customer engagement, which makes it imperative to evolve and adapt to the times. The COVID-19 pandemic has especially highlighted the need to inculcate self-reliance, sustainability, collaboration and resilience.

NEED OF THE HOUR

Within the Services sector, there is an increasing demand for people skills like flexibility, empathy, relatability and good judgement. Employees who possess these competencies make better impressions on clients, fostering lasting relationships and long-term profits. A highly skilled, resilient workforce trained in these competencies is the need of the hour.

SKILLING TRENDS

  • A customer-centric approach calls for behavioral training, required to drive workforce productivity, engagement and growth, across leadership and functional levels.
  • Based on our recent survey, the most in-demand skills for the Services sector are empathy, assertiveness, conflict resolution and listening skills.
  • Skilling frontline workers—across levels—is essential for organizational growth.
  • Cognitive skills like creativity and logical reasoning will be required across levels for advanced decision-making abilities.

CORE COMPETENCIES REQUIRED IN SERVICES SECTOR

Empathy

Good Communication Skills

Self-Control

Positive Attitude

Crisis Management

Resilience

The upcoming webinar “Skilling Trends and Planning for the Future in Services” will feature a panel of renowned HR leaders from the service sector to explore how companies can identify and build the right skills for their workforce.

KEY DISCUSSION POINTS

  • How can upskilling enable a better understanding of customer demands and needs?
  • The importance of active listening and understanding client needs to drive client satisfaction
  • Building long-term customer relationships through communication and crisis management
  • Behavioral training for self-development, managerial development and leadership development
  • What skills does the Services sector need most in 2021?

Speakers

Amla Awasthi
Vice President HR
Indiamart Intermesh Limited

Ashok Ramachandran
CEO & President
Schindler

Gautam Khanna
CEO
Hinduja Hospital

Prabhjot S Goomer
Group Head Human Resources
Eros Group

Rajagopalan Purushothaman
Head-Learning & Development
JioMart Digital

Rani Belliappa
Associate Partner Head Learning & Development & HR Business Partner
KPMG Global Services

Shreyasi Singh
Founder & CEO
Harappa

Sushmita Roy
SVP & Head HRBP – Digital, TV & Studio
Sony Pictures Networks

Agenda

14:45 – 15:00

 Registration

15:00 – 15:05

 Opening Remarks by Dimpal Bajwa, Assistant Editor, ET Edge

15:05 – 15:20

 Keynote Address by Shreyasi Singh, Founder & CEO, Harappa

15:20 – 16:20

Panel Discussion

The panel will capture unique insights and perspectives around behavioral skilling trends in the services segment that are imperative for stimulating growth.

Discussion Points:

  • Prevailing skill gaps in the industry
  • Understanding challenges
  • Social, cognitive and behavioral skills required for organizational excellence
  • Reskilling the workforce

Moderator: Shreyasi Singh, Founder & CEO, Harappa

Speakers:

  • Ashok Ramachandran, CEO & President, Schindler
  • Prabhjot S Goomer, Group Head Human Resources, Eros Group
  • Amla Awasthi, Vice President HR, Indiamart Intermesh Limited
  • Rajagopalan Purushothaman, Head-Learning & Development, JioMart Digital
  • Sushmita Roy, SVP & Head HRBP – Digital, TV & Studio, Sony Pictures Networks
  • Gautam Khanna, CEO, Hinduja Hospital
  • Rani Belliappa, Associate Partner Head Learning & Development & HR Business Partner, KPMG Global Services

16:25 – 16:30

 Closing Remarks by Dimpal Bajwa, Assistant Editor, ET Edge

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Amla Awasthi, Vice President HR, Indiamart Intermesh Limited

Organisation- Indiamart.com

Designation – Vice President HR

Speaking Expertise- English & Hindi

Education – Schooling from scindia school Gwalior , Graduate and Post graduate in Psychology from University of Allahabad and then did her Master in HR from same place

Hobbies- Cooking, Painting and has a knack to Interior design ,Loves to travel to new places and is keen to explore new cultures
She is an easy going person with very positive attitude , believes in Traditional culture yet modern. She loves to socialize and makes other feel comfortable

18+ years’ into building & developing manpower capability and enabling Leaders/ Board Members achieve business goals; through tactical & strategic planning/ change management process.

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Ashok Ramachandran, CEO & President, Schindler

Ashok is the youngest CEOs in the history of Schindler Worldwide & has headed several countries over the last 10 years. He is currently the CEO & President of Schindler India and South Asia. Ashok was awarded ET 40 under 40 in 2019 – A definitive list of India Inc’s top business leaders.
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Gautam Khanna, CEO, Hinduja Hospital

Good leadership hinges on timeless traits which get modified into specific actions as per the situation but the fundamental principles remain the same. I would like to emphasize on a few from my professional experiences.

Adaptability, knowing and managing oneself, and ability to communicate and inspire, are important in leadership. The ability to think long term and different implications of any action, and empowerment/delegation are critical skills. This also has to be translated into meaningful action across all teams in the organization and needs to be coupled with adequate feedback mechanism to ensure flawless execution and create a high performance organization .

Living with ambiguity and adapting to change is important and requires clear communication. People closely watch their leader for fairness, guidance, affirmation and permission; so it is very important to be aware of one’s actions, and words (explicit or implicit). Absolute integrity and ethics are indispensable, as there are many pitfalls on the path to a leader’s growth.

The ability to manage different stakeholders with different interests and doing the right thing for the organisation as per the vision, leads to success. This ability develops over a period of time with patience and practice and requires clarity of thought with strong will and courage.

Ultimately, leadership is an art developed with experiences of success and failure applied with sound values and principles.

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Prabhjot S Goomer, Group Head Human Resources, Eros Group

Prabhjot S Goomer ,MBA with over 32 years experience in hospitality has worked with international Brands like Hyatt,Hilton,Shangri-La JAL Hotels and Intercontinental Hotels .

He has been key part of pre opening and brand conversion teams and has been the President of HR Fraternity -Delhi NCR currently he is associated with Eros Group as Group Head Human Resources.

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Rajagopalan Purushothaman, Head-Learning & Development- JioMart Digital

L&D professional with 35 years of experience in L&D, Sales & Marketing. Author of the book “Emotional Intelligence- Reaching escape velocity in the Digital era”. Currently doing PhD in “Story based animated assessment”. Worked with all the consumer facing businesses of Reliance- Retail, JioBP, Jio
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Rani Belliappa, Associate Partner Head Learning & Development & HR Business Partner, KPMG Global Services

Associate Partner – HR Business Partner and Head – L&D & Talent Management for KPMG Global Services with 21 years of overall experience (15 years exclusively with professional services) spearheading L&D Consulting, Talent Management, Leadership Development, Digital Learning, Organizational Development Initiatives, Change & Transformation aligning to strategic business priorities, Facilitation and Coaching for global audience spanning 1000 plus professionals across Advisory, Tax & Audit businesses in my current role, associating with business partners and industry luminaries.
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Shreyasi Singh, Founder & CEO, Harappa

Shreyasi’s journey to entrepreneurship, and higher education, is itself symbolic of the diversity and opportunities of modern careers. She began her career as a journalist, and spent more than 10 years in media, across news agencies, broadcast and specialty print media. She was the editor of the Indian edition of Inc., the iconic American magazine on entrepreneurship and has written two books on entrepreneurship. A few years ago, she switched to higher education, driven by how higher education can transform lives and aspirations by innovating on curriculum. She is currently Founder & CEO of Harappa Education—a learner-centred institution of the future focused on accelerating the personal growth of their learners, to help them confidently navigate their most crucial career cusps
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Sushmita Roy, SVP & Head HRBP – Digital, TV & Studio, Sony Pictures Networks

Sushmita is passionate about enabling organizations transition into higher orbits of growth by unleashing the true potential of Talent. She has successfully led HR teams to drive large scale change management agenda in her experience across media, telecom and consulting organizations. An avid reader, Sushmita is also a visharad in Kathak from Prayag University, is an international award winner on trekking, and enjoys coding!
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