The Indian industry has long been a crucible of innovation and resilience. However, the current landscape presents a unique challenge – not just an evolution, but a revolution. In these turbulent times, the need for inspirational leadership is paramount. What defines such a leader, and what hallmarks set them apart?
In answer, let me introduce Rajnish Sarna, the Chairman and Managing Director of Enser Communications Limited. Enser Communications is a leading name in digital communication and technology solutions.
With a remarkable career spanning over three decades, Rajnish has consistently demonstrated exceptional leadership and a forward-thinking approach, driving Enser Communications to the forefront of the industry.
The Beginning of the Customer-Centricity
Under his stewardship, Enser Communications has flourished, embracing innovation and excellence. Rajnish’s vision for the company is rooted in leveraging cutting-edge technologies to revolutionize the communication landscape. His strategic direction has expanded the company’s horizons and established Enser Communications as a key player in delivering transformative solutions that meet the evolving needs of businesses and consumers.
Taking us back to the era when it all started, Rajnish says that those were the good old days when India was witnessing growth, especially in the space of IT and Telecom equipment. The focus was on Sales and Only Sales. The moment there was an opportunity to make sales to a prospective customer, all companies would roll out the red carpet.
However, once the same client returns with a grievance or a complaint, they will be made to run from pillar to post. This was the time that one thought that must change and good customer interaction would be the key to growth for any company. It would be imperative not only to acquire new customers but also to retain them. This was the thought that helped in the beginning of Enser Communications.
“Today, though we are growing, we are still at the tip of the iceberg; phenomenal growth will happen over the years. As long as one helps meet its clients’ requirement of customer acquisition in all the fields that we service, as well as ensures client interaction is unique and informative, creates trust and ensures a great experience, we will remain in business; we will not only grow but thrive. This is the philosophy Enser works on, and all our support staff also works on this,” shares Rajnish.
A Crystal Clear Vision with Grit
A visionary leader, Rajnish is also known for his commitment to fostering a culture of innovation and collaboration within the organization. His leadership style emphasizes the importance of continuous learning and adaptability, ensuring that Enser Communications remains agile and responsive in an ever-changing market.
As Rajnish says, “So for our company, like many others, there are two main pillars as the stakeholders: customers and the employees.” As long as they are happy with their services and experience, they will ensure your business grows. “While we highlighted our client philosophy earlier, let me delve into the other aspect of the human capital at Enser Communications.”
Human capital management is becoming very challenging, with growing opportunities for human resources in every growing country such as ours. “However, let me highlight the two areas we are very clear on. First, as an organisation, there is no hire and fire policy. So, over the last 16 years in business, we have not asked anyone to leave, except if it is for any principle issue that destroys the fabric of our organisation or if it builds a negative image either for us or our clients. This is a definite no-no for us. The other area we ensure is that our employees’ full and final settlement is in the immediate salary cycle; they are not made to run pillar to post for their clearance.”
A Champion of Empathy and Empowerment
Rajnish’s honest, compassionate, caring, and inspiring leadership style is often recognized as the biggest driving force behind Enser’s achievements. Summarizing his approach to leadership and team building within his organization, Rajnish says that complete transparency, focus on developing team skills and training are the keys. “As I pointed out, the two focus areas are ensuring that we treat our employees well. This helps build the trust of the team in management. We follow an open culture, which is key to the growth of individuals and the company.”
Rajnish and his management team also focus on blending the new team players with the older employees, which is usually a relationship spoiler and something that can put off the new employees if they are not welcomed into the organization. “A few stray cases may occur; however, we treat this as critical in developing this culture.”
The essence of future revolution lies in innovation, disruptions, and enhancing the end-user experience. The crucial aspect is the balance between operational efficiency and customer satisfaction. When asked how they achieve it, Rajnish says, “Both for us go hand in hand; operational experience signifies all we do to ensure customer satisfaction. Sometimes, there is a balance between managing costs and delivering great customer service. However, we do our best to explain that to our customers, and if they are aligned with a similar philosophy as ours, they tend to agree more often than not.”
Digital Agility and Techno-Adaptability
Rajnish also accepts that digitalization and technological advancements are crucial aspects of the modern industrial ecosystem. “We ensure that we are able to use all new tech platforms in our company’s day-to-day operations. This not only adds value to our customers’ experience but also helps reduce transaction time and costs in the long run. Since we are an IT/ITES and BPM company, it is all about using the most effective and efficient platforms to serve our customers.”
He furthers that there is much more scope to expand their business. “We are a company that is focused on helping our clients acquire their customers or helping in improving the experiences of their customers.” Using new technology platforms and introducing new technical advancements in services help meet these objectives. “Helping bring a value pricing proposition is always in our mind. There are various examples of helping meet our commitments to excellence and innovation. We help acquire a very large volume of customers for the industry verticals we service.” These are largely in the Edtech and insurance verticals and some government-dominated projects.
Championing an Innovation Culture
Rajnish ardently believes that the workforce is the cornerstone of every successful organization. “Fostering a culture of growth, skill development, and empowerment among our employees is the basis of our growth.” When your workforce crosses a 1000-employee mark, it can only happen if you have been able to provide a culture where you are open to ideas and thought, where employees are free to voice opinions and complaints to help improve the organisation’s work.
Rajnish explains that they view it as suggestions and not a fault-finding exercise. They work very aggressively to improve their employees’ skills in the areas they work in, help them join some courses that may help them increase their skills, and empower them to make decisions that are in the interest of the organization and its customers.
As a leader in India’s industrial sector, they, too, faced their share of challenges. In fact, Rajnish says their team’s resilience gets tested daily in their business. “For our clients, we end up doing over three million transactions annually, meeting exceptional customer experiences.” So, the team faces challenges regularly in meeting these expectations. The members of the team have no option but to be customer-friendly and resilient in facing day-to-day work to meet clients’ expectations and deliver exceptional customer service experience.
Emerging Resilient Amidst Adversities
Also, COVID-19 tested all companies. However, for the IT/ITES/BPM companies, it was an area that helped fasten the process of deploying useful technologies that were not only efficient but cost-effective. Working from home and developing varied solutions to meet the business’s challenges only helped the company grow from strength to strength. Rajnish adds, “We now feel that thanks to this experience, the company is ready to take head on any challenge that may throw itself at us going forward.”
Beyond his role at Enser Communications, Rajnish is highly regarded for his contributions to the industry. He is a thought leader and influencer dedicated to driving advancements in digital communication and advocating for sustainable and ethical business practices. His leadership extends beyond the boardroom, as he actively engages with industry peers and stakeholders to shape the sector’s future. He believes that businesses are a way for Indian industry to pace up its economic potential and capacity. He shares, “I keep meeting a lot of start-ups and young entrepreneurs, and I am amazed at their ideas to bring about creative and game-changing solutions for their customers. My advice to them is to get in quick.” Get your hands dirty. Make small mistakes. Learn from them and move on to making those effective changes that build a long-term business model. Pivot when things don’t move and invest in learning. Take input from seasoned and experienced people to sustain and run the business cost-effectively. And utilize the young generation to create opportunities from their customers’ current problems.
Building for the Future
Further, Rajnish is an inspirational leader with a clear vision, not just for the company’s success but also for its role in the larger ecosystem. He understands the changing dynamics of the Indian industry and can articulate a compelling path forward, even amidst uncertainty.
“2024 is a very exciting year for us,” states Rajnish. This is the year when Enser Communications Limited has gone public. “There will be eyes on us from more than 1000 investors for whom we are now responsible for creating a business that is something to be proud of shortly. I cannot make any statements on this, but we will be a company to watch out for in the coming days.”
However, vision alone is insufficient. Rajnish is also imbued with grit and the determination to persevere through challenges and translate vision into reality. Therefore, Rajnish’s inspirational leadership goes beyond charisma in these turbulent times. It combines vision, empathy, adaptability, and a commitment to innovation and sustainability. Rajnish will not only steer Enser Communications through rough seas but also guide the Indian industry towards a thriving and responsible future.
