How often do we truly get the chance to know our senior leadership?
While ibexians work with them every day and interact with them regularly, there's always more to discover beyond the professional mask we all adorn during work-time.
So, it's time to introduce you to the people behind the decisions, the growth and the vision of ibex.
Our Senior Director of Domestic Operations: Hashim Khan. We asked him a couple of questions, and here's what he had to say.
Q1: What excites you the most about the BPO industry?
The unpredictability!
There's never a dull day because something is always happening that keeps you on your toes. We are also on the cusp of a digital revolution in the industry with a very strong desire for automation resulting in a big shift as to how we will work in the future.
While it will certainly be challenging, it also presents an excellent opportunity and new lines of business for us.
Q2: "Your speed doesn't matter. Forward is forward." Do you agree with this phrase?
It's very situational. In our industry, speed definitely matters, especially when it comes to being proactive and identifying opportunities with partners. With rapid technological advancements, the way people do business is changing very frequently and you must pace yourself accordingly.
That said, the chaotic short-term "forward" movement can lead to derailment if it's not planned and accounted for appropriately. There needs to be balance, otherwise, you risk burning out or even self-combusting!
Q3: You have been with ibex. since its inception. What changes have you seen over the years?
Far too many to list. Starting from a team of just 50 people in Lahore, servicing LEGO over 20 years ago, to now having over 6,000 employees in Pakistan. That's phenomenal growth in such a private sector.
We've seen massive transformations, especially in technology. Our contact center work has also evolved, shifting from a more outbound sales mix to a predominantly inbound setup.
We've expanded into new lines of business and experienced rapid growth, especially through Virtual World, where we practically dominated the domestic market!
This journey, from a small setup to becoming one of the leading outsourcing providers in Pakistan, would not have been possible without the contribution of each and every single employee and their willingness to grow and adapt with the company.
Q4: What is the best part of your job?
Without a doubt, it is the thrill and satisfaction of being part of something that creates jobs and supports people's livelihoods. That's the biggest reason why I've stayed for so long and continue to love doing what I do!
Q5: What is the hardest part of your job?
Given the nature of our business, the hardest part is seeing a program downsize or wrap up, leading to a reduction in the workforce. We always try our best to accommodate as many people as we can, but sometimes (though, very rarely) it isn't feasible. That is by far the hardest part of the job.
Q6: What's more difficult: fatherhood or leadership?
Being a parent is by far the most difficult job in the world but it is also the most rewarding.
Q7: What is your idea of a relaxing day?
If I'm not goofing off with my kids, I enjoy playing video games (sadly, not as much as I used to).
I also love spending time building Lego Technic sets - and yes, I play with them too!
I also make a conscious effort to disconnect every few hours from work and spend time talking or catching up with my friends and colleagues throughout the day.
Q8: If you were a superhero, what would your superpower be?
Definitely being able to fly!
Q9: What is something you want to learn?
I've always wanted to learn how to draw. I'd say I'm fairly creative, but my drawing skills right now are…let's just say not that great!
Q10: Describe yourself in a hashtag.
#WhatIsSleep
Q11: What was the last TV series you watched?
Mare of Easttown, which I thought was brilliant!
Q12: What is your most cherished memory?
The moment I became a parent. It was one of the most surreal experiences that I do not think can ever be replicated.
Q13: Do you have any travel essentials?
It would have to be music and my trusty Nintendo Switch!
Q14: What are the top things on your bucket list?
A world tour, going to space, and writing a book.
Q15: If given a free airline ticket, where would you go?
Prague - for its culture and art.
Q16: What would you like to be remembered for?
I would best like to be remembered as someone who was passionate about always ensuring that our business continued to grow and for someone who prioritized helping people and the team members develop for the next level.
Q17: One thing you never get tired of?
I would probably say video games! I've been gaming for over 35 years and I am just as fascinated with games today as when I was a kid.
The level of detail and how immersive they have become is absolutely incredible. If I did not love my life at ibex. so much, I would very much have been a part of this industry in some way.
This Or That
This is our Rapid Fire segment. To end our interview on a fun note. So, without a further ado…
#1: Thrilling experiences or calculated moves?
A: Calculated planned moves.
#2: Number games or creativity?
A: Number games.
#3: Quantity or quality?
A: Quality.
#4: A cup of steaming hot tea or cold coffee?
A: Tea (of course!).
#5: Dark chocolate or milk chocolate?
A: Dark chocolate.
#6: Skydiving or parasailing?
A: Sky diving (hmmm…quite thrilling for someone who chose planned moves over thrilling experiences!).
#7: Movie night or dine out?
A: Movie night.
#8: Sleep or money?
A: Both, please!!
#9: Vintage or new?
A: New. (Aww…guess we'll have to cancel that vintage sports car we were planning on giving you!)
#10: Window or aisle seat?
A: Aisle seat.
#11: Summer or winter?
A: Winter.
#12: Stairs or elevator?
A: Elevator.
This interview with Mr. Hashim Khan not only gives a glimpse into his leadership but also reminds us that behind every role, there is a story, a journey and a person worth knowing.
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