Driving holistic health in the IT-BPM industry

Last Tuesday’s IBPAP C-Suite Forum, titled “Drivers of Holistic Health: Extending Value-Based Care to the Organization and Clients,” and hosted by Carelon Global Solutions was refreshingly unique and content-rich.

First, the forum kicked off with a live study led by Carelon Global Solution Philippines’ VP and Chief Country Executive Nicki Agcaoili. The audience was asked to answer 10 questions on organizational health and how it can help the PH IT-BPM industry achieve Roadmap 2028. The questions were designed to capture industry insights on leadership and culture, data-driven innovation, and talent development. Everyone was engaged in responding to the sli.do survey, and eager to know the pulse of the industry. 

Second, the ensuing panel discussion moderated by TV host and newscaster Christine Jacob-Sandejas featured two of the strongest healthcare BPOs in the country (and erstwhile competitors): Ivic Mueco, managing director of Optum Philippines; and Samir Bajaj, staff VP for International HR of Carelon Global Solutions. 

Both panelists agreed that there is no one-size-fits-all leadership style. Samir pointed out the need to balance between steward leadership (long term) and servant leadership (short term). Meanwhile, Ivic shared that her leadership style varied with the needs of the organization. When she was starting and growing a business, Ivic admitted being much more intense. Now at Optum, however, she finds herself being more collaborative and creating a safe space for her people, all the while challenging them to clarify problems well and do their best. 

Third, Carelon’s COO Rajat Puri closed the forum with his key takeaways from the discussion. He noted the need to adapt leadership style to the organization’s culture, as shared by both Ivic and Samir. In terms of upskilling and reskilling talent given different generations, he noted that shorter training modules Tiktok-style may work better than long training modules or classes. Third, he said employee experience needs to be taken to a different level. The use of new technologies can make it easier for employees to deliver better customer experiences. 

Just like the saying “Happy wife, happy life” Rajat pointed out “Happy employee, happy customer, bigger growth.” And this, I heartily agree with.

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