HGS Mysuru: Being globally local

Known as the Heritage City, Mysuru is a popular tourist destination in South India, attracting over 3 million visitors each year. Its many tourist destinations apart, the city is also known for its focus on education. The University of Mysore has an estimated aggregate of 60,000 students across various disciplines.

One of the first BPM companies to tap this city for its burgeoning talent of graduates and post graduates, Hinduja Global Solutions (HGS) started operations in Mysuru about 10 years ago by providing customer care support for a large telecom client.

That small beginning in 2006 with 120 employees was the start of an exhilarating journey. From handling spill-over inbound volumes, HGS India – Mysuru is today a strategic partner with over 600 employees supporting a range of services for our clients in round-the-clock shifts.

About HGS

Part of the multi-billion dollar conglomerate Hinduja Group, HGS is a leader in optimising the customer experience and helping clients become more competitive. HGS provides a full suite of Business Process Management (BPM) services ranging from traditional voice contact-centre services and transformational DigiCX services to platform-based, back-office services and digital marketing solutions.

With about 40,000 employees, HGS operates a global network of 66 customer experience centres across the US, Canada, UK, India, Netherlands, France, Germany, Italy, Jamaica, UAE, and the Philippines. In India, HGS has presence in 14 cities including Mysuru, Bengaluru, Chennai, Hyderabad, Mumbai, Nagercoil, Durgapur, Siliguri, Mangalore, Pune, Guntur, Indore, Raipur and Noida.

The company’s global clientele comprises several Fortune 500 Companies across sectors like healthcare, insurance, telecom, retail, consumer, banking, etc. For the year ended March 31, 2016, HGS had revenues of US$ 507 million.

HGS operating principle and the Mysuru connect

HGS believes in the principle of ‘Glocal’ or ‘Globally Local’, an approach that helps it apply world-class solutions and global practices to local needs of its clients, using local expertise.

An adjunct USP to this approach is hiring of local people from the communities the company operates in and serve, enabling them to ‘Grow with HGS’. The company understands that a good and fast-growing career option, which is located close to home is a dream come true for most people, and implements this into action in every city it has its presence.

In Mysuru, HGS is continuously recruiting graduates and post-graduates for customer care programmes. The company is specifically interested in hiring people with good English and Kannada speaking skills, who can serve as brand ambassadors of clients for their end-customers.

According to PVNP Ravichand, the Centre Head of HGS India, Mysuru: “Employees from Mysuru are our biggest assets, especially since our scope of work for clients includes local language support. On any given day, there are more than 600 people working in shifts here.”

“To cater to growing demand from clients, we have now been spreading our wings and covered the entire district for our recruitment needs. In fact, more than 100 employees come from places like K R Pet, Nanjangud, Srirangapatna and surrounding areas today. We absorb them, provide them free training and allocate responsibilities after a thorough assessment,” he says.

Life @ HGS

Anita Balasubramanyam, the Human Resources Head of HGS India, Mysuru spends a significant amount of time of each day mentoring and enabling employees to learn and grow within the organisation. She has this to say on BPO sector jobs: “Earlier, there was a perception that BPO jobs do not have career growth. We have proved the notion wrong and many of HGS employees have grown up the ladder to reach top-level jobs here and elsewhere. There is also a wrong perception about night shifts. Actually it is an opportunity for employees to complete their personal errands and come to work in the night. And I am happy to say that night shifts here are opted voluntarily by staff and not imposed by the management.”

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Ranjan CM, who has been with the company since the last nine years and is now a senior team lead (operations), Sabir Shariff who has been with HGS since last two years and is now the senior HR executive and Burhan, officer, employee relations, reflect similar feelings about the company. “People must remove the wrong perception they have of BPO and night shifts. HGS offers a good career for graduates with or without experience. Colleagues and the management are supportive,” they opine.

Career development is a key focus area at HGS’ Mysuru centre. Concepts like bridge courses, capability tests, leadership and development and agent development programmes are organised regularly to engage with employees, enabling them to advance in their careers as well as help strengthen domain expertise for the company. “These programmes help our employees scale up the ladder and prove their mettle. This will also help the management identify the next level of leaders,” says Ravichand.

There is an emphasis on putting the client first and the team here has been at the forefront of process improvement by creating tools and formats to enable better service delivery for clients. No wonder that HGS India, Mysuru has won several awards from clients for its performance and innovation.

The Mysuru centre of HGS provides the best when it comes to employees – be it work atmosphere, international-class facilities or employee-friendly policies. “We provide door-step drop to employees after 8 pm and all our cabs are registered with the police. We make it a point that no women employee works in the 12 am to 6 am shift. Anybody can raise any grievances with any higher authority and action would be initiated immediately. All policies including anti-sexual harassment are in place at HGS,” says Recruitment Manager Sandana Krishnan.

It’s not all work though, for the centre believes fun at work helps drive better performance. Employees enjoy innovative fun activities designed by the HR team, ranging from cultural events, ethnic wear events, and floor activities, rangoli competitions to cook-ins and potluck lunches.

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As part of Corporate Social Responsibility activities, the company provides free computer training for candidates from NGO Don Bosco Makkalalaya, Deen Dayal Institute and Magic Bus Foundation.

If you are interested in charting a career path in delivering impact for global brands, then HGS is certainly where you need to be!

Contact us:

Mythri Arcade, 2nd Floor, 2766/3 CH 50,
Kantharaj Urs Road, Saraswathipuram,
Mysore, Karnataka – 570 009
Phone : 8105734095

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