Mrs. Mamta Nilesh Kankariya, the Chief Operating Officer of NSquare Xperts, is an accomplished management professional with over a decade of experience across diverse domains, including resource management, client handling, customer success, and operations. Her expertise and leadership have been pivotal in steering the company’s growth and success.
Mamta has an impressive track record of delivering Microsoft Dynamics 365 CRM projects to clients from various regions, including the Middle East, USA, UK, and South Asia. Her proficiency in managing complex projects across different industry sectors, such as education, oil & gas, and healthcare, underscores her versatility and capability in handling diverse business challenges.
At NSquare Xperts, Mamta has played a crucial role in enhancing operational efficiencies and ensuring customer satisfaction. Her strategic approach to resource management and client engagement has not only optimized project delivery but also strengthened client relationships, driving customer success.
With her extensive experience and proven expertise, Mamta Nilesh Kankariya continues to be a driving force behind NSquare Xperts, contributing significantly to the company’s mission of delivering innovative and effective CRM solutions to clients worldwide.
Below are highlights of the interview:
What inspired you to join this company, and what has been your biggest challenge in leading it to where it is today?
I have been leading the operations of NSquare for the last 13 years; continuous growth and innovation in the company keep me motivated. At start, when the company was of small scale – it was easy to manage all the operational aspects; but then real challenges started when we started to scale. These challenges are – customer acquisition, talent building and retention, financial management, cultivation of value systems and cultures, streamlining data from effective decision making etc.
What is your leadership philosophy, and how do you ensure that it is reflected throughout your organization?
My leadership philosophy is rooted in leading by example. I believe that actions and decisions should inspire the team more than words. I prioritize creating a collaborative and inclusive work environment where every voice is valued. At NSquare, our open-door policy ensures that employees have direct access to leaders, fostering trust and confidence.
I am deeply committed to professional development, offering numerous opportunities for employees to enhance their skills and advance their careers. As an active mentor for emerging leaders, I guide them to realize their potential, contributing to the organization’s success. My unwavering commitment to diversity, equity, and inclusion is reflected in all my initiatives, making NSquare a welcoming and dynamic place to work.
The only way to reflect these in any organization is by establishing right practices and cultivating the right value system at an organization level. That these are not just statements or inspirational speeches but a lived experience.
How do you balance the need to innovate and take risks with the need to maintain stability and profitability?
I believe in continuous learning, innovation, and taking calculated risks. Without these elements, an organization cannot sustain and scale. We invest in cultivating a culture of innovation, empowering employees to experiment and take calculated risks. We celebrate failures that provide valuable learning experiences while setting clear boundaries on acceptable risk levels.
Balancing innovation and risk with stability and profitability requires a multifaceted approach. This involves carefully selecting innovation projects, managing risks, optimizing operations, and embracing the “fail fast” mindset. With the right strategy, decision-making models, and execution, any company can reap the benefits of innovation while maintaining a healthy bottom line.
How do you identify and develop the talent within your organization, and what role do you see mentorship playing in this process?
As a head of operations in an IT company, identifying and developing talent within the organization is crucial for long term success. Identifying and developing talent within an organization involves several key strategies. Performance monitoring and skill assessments are essential for recognizing top performers and potential high achievers, as well as identifying talent gaps and growth opportunities. Establishing open feedback mechanisms fosters a culture of continuous improvement, while regular employee engagement surveys help target talent development initiatives effectively.
To nurture talent, structured mentorship programs pair experienced mentors with junior employees, offering guidance in technical skills, soft skills, and career development. Training sessions, workshops, and cross-functional assignments provide diverse learning opportunities, enhancing employees’ adaptability and perspectives. Leadership development programs focus on building strategic thinking and decision-making abilities. Mentorship plays a critical role in this process by offering personalized guidance, facilitating knowledge transfer, aiding career advancement, and improving employee retention. These strategies collectively create a culture of continuous learning, boost employee engagement, and ensure the organization remains competitive by developing its employees’ skills and expertise.
Tell us about the company.
At NSquare, we provide our clients with comprehensive technology consulting, delivering cutting-edge solutions tailored to their business needs. Our continuous focus on technological and operational enhancements ensures excellence in every aspect of delivery. By adhering to the best industry trends and practices, we achieve robust implementations that add significant value to our clients. Whether in project execution or consulting, our streamlined processes and advanced development methodologies ensure flawless project harmony. Our idea incubation and proactive assistance in creating proofs of concept (POCs) help clients identify and formalize additional project aspects, offering refined insights and enhanced project visualization. NSquare is committed to a strict, quality-driven approach, ensuring that no compromises are made when it comes to delivering superior quality.
What are the products and services that your company specializes in?
NSquare is a company specializing in both products and services. Our product offerings include Field Service Automation, Call Integra, AI based ChatBots, and WhatsApp integration into customer relationship management applications.
In terms of services, NSquare primarily focuses on MS Dynamics 365 and Salesforce. Our expertise within the MS Dynamics 365 ecosystem encompasses Dynamics 365 itself, data migration, business process analysis, integration and implementation, and Power Automate.
How has technology helped your customers for a seamless experience?
Technology has revolutionized the way we enhance our customers’ experiences, offering seamless, efficient, and innovative solutions across various fronts. In this digital era, integration of communication platforms such as chatbots, WhatsApp, and others ensures swift and effective interaction between businesses and their customers, fostering deeper engagement and higher satisfaction levels. For businesses, advanced data analytics and business intelligence tools provide customers with profound insights into their operations and customer behaviors, empowering them to make informed decisions swiftly and effectively.
Moreover, our ability to customize solutions to meet the unique needs of each client strengthens customer loyalty and satisfaction by delivering personalized experiences. Robust CRM systems like MS Dynamics 365 and Salesforce facilitate superior customer support and relationship management, ensuring timely resolution of issues. Advanced security measures and compliance standards safeguard customers’ data, reinforcing trust and reliability in the services provided to customers. Overall, technology plays a pivotal role in optimizing processes, improving communication, enabling data-driven decisions, and ensuring personalized service delivery while upholding the highest standards of security and reliability.
How do you decide to take the company a step further in terms of your products/services?
To decide on advancing our company’s products and services, we engage in daily discussions as a leadership team, focusing on two main perspectives: scaling existing offerings and introducing new ones. Scaling our current offerings is mostly managed through established mechanisms that operate relatively autonomously. The more time-consuming aspect involves identifying our next offering, which entails extensive market research, analysis, and discussions among the leadership team. Our approach to launching new offerings mirrors that of a startup: we begin small and gradually transition to an autonomous mode as the offering gains traction and matures in the market. This iterative process allows us to innovate effectively while managing risk and ensuring sustainable growth.
