Research has indicated that fewer than 18 percent of leaders have the qualities of mind to optimally lead in volatile, uncertain, complex, and ambiguous (VUCA) environments, like in the current pandemic (Forbes, 2020). Of the many pressing demands on leaders, transforming their destinations/companies to adopt a new, “bionic” operating model may be the most urgent and will require them to lead in new transformative ways. The COVID-19 pandemic seems only to have accelerated the need for the transformation of people, businesses, and economies to survive and thrive in the volatile ecosystem.
In our Episode 6, we engage in a highly insightful conversation with a leader who is passionate about and committed to transformative leadership, and agile leadership style and service excellence in creating bespoke service experiences.
Ms Neeta Lachmandas, is the Executive Director at the Institute of Service Excellence Singapore. She leads the Institute in driving forward its mission to help businesses in Singapore in their digital service transformation efforts, raising service levels, and building consumer experience strategies through three key areas of focus: benchmarking and comparative analysis using customer satisfaction data analytics, research, and thought leadership, and industry engagement.
Prior to her ISES appointment, Neeta was Assistant Chief Executive, Business Development Group, at the Singapore Tourism Board (STB). In that role, she helmed the Board’s efforts in strengthening Singapore’s position as a premier business and Meetings, Incentive Travel, Conventions and Exhibitions (MICE) destination; increasing Singapore’s share of the medical tourism and private education sector; and growing the cruise industry. Neeta’s eight years at STB also saw her lead in a wide range of areas, from manpower and labor policies to technology development and service excellence.
Neeta has 20 years of working experience in the areas of marketing, communications, account management, and business development, in companies such as Leo Burnett (S) Pte Ltd, Northwest Airlines Inc., and the Media Corporation of Singapore. Throughout this time, Neeta had been responsible for profile building, business development, identifying and targeting new clients, brand management, advertising and client communication, public relations, event management and putting into place loyalty and CRM strategies.