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Home » I'm Outsourcing » Monica Apostol : ‘Clients’ expectations are rapidly shifting and we need to be setting trends, not only following them’

Monica Apostol : ‘Clients’ expectations are rapidly shifting and we need to be setting trends, not only following them’

We’ve recently had the pleasure to talk to Monica Apostol (Service Delivery Lead, Accenture Operations), who shared her journey in Outsourcing, but also some of her key insights regarding the market changes that she identified in the past years. Here’s what we found out!

OA: What have been the most important stops in your career so far?

M.A: The first important moment in my career was when I got involved in my first knowledge transfer. That was the first time I got to see a different side of what I was already doing and I got a glance at how complex moving an activity from a client to an outsourcing company is and how something which seems intricate can work and make sense when it’s well coordinated. I feel I’ve learnt more in those few months than I’ve learnt up until then. It was the first time when I was responsible for something major and I felt that the quality of my work will have an important impact on the final result.

The next important move was when I decided to pursue a people manager role, even though it was not what I had planned for myself. I was ready for a new challenge and I wanted to be part of the project management team which handled a certain part of the knowledge transfer, however there were no open spots in that team at the time. Following the advice received from my mentors I decided to try a completely different path. I have been a people manager for 5 years now, going from being a team lead to becoming a service delivery lead and I am so happy that I was willing to try something else back then. Every new role or new project started with me getting out of my comfort zone, I became bolder, looking to be part of new challenges, and put myself in situations where I was not feeling completely confident.

OA: What helped you progress in your career?

M.A: I think you can learn something from each interaction and situation and I always tried to have this approach, even when it seemed to be something trivial.  I was always open to new challenges and to getting involved in as many projects as possible. I was also very lucky to have people around me who inspired me, encouraged me and made me believe in myself.

OA: If you think back at when you started in Outsourcing, what do you think has changed since then?

M.A: Definitely the pace of change! Clients’ expectations are rapidly shifting and we need to be setting trends, not only following them. This must happen at a very rapid pace as the market is evolving faster. Ensuring excellent services became the default and it’s not enough.

‘Outsourcing is one of the most open environments where people of different profiles can fit in.’

OA: What’s the profile of a Romanian Outsourcing Professional, from your point of view?

M.A: I think that the Outsourcing world is one of the most open environments where people of different profiles can fit in. I’ve seen people shifting from insurance to accounting, from being a teacher to being a recruiter, I see big differences depending on the country they are working for. However, there are some abilities or traits that are very helpful, such as: flexibility or curiosity, willingness to follow rules and standards and at the same time see potential room from innovation and disruption.

OA: Is career something that happens or something that you build?

M.A: Career is something built by the decisions you make and the experiences you gain along the way. There are of course variables that are out of your control, for example the opportunities to promote or get involved in new assignments, but you can increase your chances by demonstrating that you are reliable, professional and adaptable whenever you have the chance.

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