JUAN IGNACIO SADA
With change on the horizon, the group plans to transform itself from being a leading global group in customer experience outsource management to one in digitally integrated business services.
BIOGRAPHY
Based in Monterrey, Juan Ignacio Sada leads Teleperformance's nearshore region operations, consisting of over 30,000 employees in Mexico, El Salvador, Costa Rica, the Dominican Republic, and Guatemala. With more than 23 years within the company, Sada holds an MBA from the McDonough School of Business from Georgetown University and an engineering degree from Instituto Tecnológico y de Estudios Superiores de Monterrey (ITESM).
What does the nearshore market represent for Teleperformance?
Locally, the nearshore market represents more than 80% of our revenue and is close to being the highest growing market globally in this sector. The nearshore region represents one of the largest footprints for the group in providing services to the US market. The US market represents just below 50% of the global market. In the Latin American market, Mexico is second after Brazil. Therefore, the domestic market in general is certainly valuable. We tend to seek opportunities through nearshore and offshore solutions because of labor arbitration, which leads to a more profitable service; however, local markets around the globe are also huge for the group. Speaking of the whole group, roughly 57% of our front-office (CEM) services are generated by local markets. Therefore, the Mexican market is extremely relevant, as we see numbers growing there despite a contracted economy. Part of our strategy is smart shoring, combining a wide variety of location offers, so we can better match our clients' needs with our solutions.
What are Mexico's advantages and challenges compared to other competitive countries in the region developing this sector?
Mexico is a huge country compared to other countries in Central America, which is an advantage from a labor availability perspective and thus, an operational scalability perspective. In addition, larger cities such as Mexico City, Monterrey, and Guadalajara are attractive markets for our industry. However, Mexico as a country relies more on other sectors and industries than other countries such as El Salvador, Honduras, and Guatemala, which have all grown in the last five years in our industry because they have payed significant attention in it. All things being equal, there would not be a reason for us or our competitors to invest in Mexico, given the difference in government incentives. We have over 20,000 employees in Mexico, a country with over 20 times the population of El Salvador, and yet, we employ over 5,000 people in San Salvador. This proves how well incentives work to create jobs. The government is not paying attention to addressing the legal or regulatory changes required to make the industry thrive. Some laws are outdated and do not embrace or address digital transformation. Law changes must also consider the present work-at-home environment.
What are your goals and targets for the remainder of 2020?
The number-one priority will be to keep working from home, making it simpler, faster, and safer. Currently, we have more than 20,000 employees working at home in Mexico, Central America, and the Caribbean. In general, 2020 is going to be a tough time, not only because of COVID-19, but also because the GDP is trending downward. From the local market perspective, it will be complicated. But we will continue to provide a premium service. We will focus on increasing our footprint in the back office, as we want to penetrate more of that market. As the economy tightens more, companies will need to make their processes more efficient, so there is an opportunity. We will also deploy assistant technology as much as possible in front office operations. We want to reduce costs for our clients and improve the experience of their customers. Given the pandemic, we are now looking to grow a high single digit in the Mexican market. We are increasing our offering in knowledge solutions such as analytics, showing our commitment to growth in that market. We already leverage our technology in processing and security. Given the amount of cyber attack incidents globally, companies will become more concerned. It is a complicated world from a security perspective. We will also continue our strong focus on our employees' satisfaction and happiness. Our strategy for the next three years is to accelerate our transformation from being a leading global group in customer experience outsource management to a leading global group in digitally integrated business services.
JUAN IGNACIO SADA
TABLE OF CONTENTS
Focus
Inclusive development
Home to more than 22 million people, Mexico City is one of the most important cultural, financial, and educational centers in the world. While the lack of a coordinated approach to urban development has hurt the city's potential in the past, the current government is fully determined to promote inclusive growth and capture all the gains associated with urbanization.
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Alexis Langagne, North Latam Managing Director, Prosegur Security
With a cybersecurity firm, a guarding services firm, an electronic security systems company, and a video security company under its umbrella, Prosegur Security is the only company to offer a 360-degree security solution in Mexico.
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Rafael Fernando Marín Mollinedo , General Director, Public Decentralized Office of the Interoceanic Multimodal Corridor of the Isthmus of Tehuantepec
With the development plan of Isthmus of Tehuantepec in hand, Mexico will bring about greater economic development in the country's often-overlooked south.
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Engineering
Each one of the three companies featured in this forum are known for disrupting the construction industry in their own unique ways. While Grupo Beck is a pioneer of the integrated delivery process in Mexico, Bovis is among the first companies to build high-rise buildings in the country. Sacyr Concesiones, on the other hand, uses infrastructure development as a means to promote equality.
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Fabrizio Feliciani, Regional Director, UNOPS
As the UN's special projects services unit, UNOPS' main goal is to support public institutions that are undertaking important infrastructure projects to contribute significantly to advancing a country or region's development agenda.
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Alejandro R. Paolini, Managing Director of Mexico, Central America & Caribbean, Siemens Healthineer
Siemens Healthineers' aim is to support the growth and development of Mexico's healthcare sector and help the government with innovative technologies, especially those that help treat chronic diseases.
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Yon de Luisa Plazas, President, Mexican Football Federation (FEMEXFUT)
Mexico's Liga MX is among the world's top-10 football leagues, and FEMEXFUT plans to push it into the top three by improving four key pillars, namely sporting success, sports justice, international relations, and social responsibility.
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