Inspiring Careers: Ruchika Harpalani
Related posts
Teaser
Our Employee StoriesContent Type
Tst BlogPublish date
04/16/2024
Summary
Welcome back to our exciting new series, where we uncovering the diverse careers of people working at Three! We want to celebratethe uniqueness of each individual’s career journey, sharing stories tha
Teaser
Company updateContent Type
Press ReleasePublish date
01/26/2024
Summary
Three is well on its way to achieving gender balance, but there is more work to be done, especially around getting more women into tech, its chief people officer tells Ashleigh Webber. Like many emplo
Teaser
Our Employee StoriesContent Type
ArticlePublish date
01/11/2024
Summary
We have a new series, Inspiring Careers, where we are celebrating the uniqueness of an individual’s career journey. From sharing stories that inspire to igniting the spark of curiosity, join us in dis
Teaser
Company updateContent Type
Press ReleasePublish date
01/09/2024
Summary
Chelsea FC legends Jimmy Floyd Hasselbaink, Eiður Guðjohnsen, and Gary Cahill took to the pitch at halftime alongside lifelong Chelsea fans, during Chelsea F.C. vs Brighton & Hove Albion F.C. Each of
Welcome to our Inspiring Careers series, where we are celebrating the uniqueness of our employee’s career journeys. This series is all about learning more about the different ways our people have shaped their careers at Three UK and what #LifeAtThree is really like.
This week we are talking to Ruchika Harpalani,Transformation & Business Process Design in the Portfolio and Change Office
What did you see yourself doing for a job when you were younger?
Passionate about travel and food, my career journey started without a clear path. My heart yearned for exploring the world – experiencing diverse cultures, meeting new people, and indulging in unique culinary adventures. Unsure of a specific job, I embraced the flow during the initial phase of my professional career, driven by a simple objective: to excel in whatever I did and ensure it aligned with my passion for travel and food.
When did you join Three and what role did you start with?
I interviewed at Three in the Mumbai office on 03/03/2003, a date etched in my memory. It coincided with the first day of the business going live, creating an electrifying atmosphere in the contact centre that fuelled my desire to work there. After successfully clearing all interview rounds, I joined as a call-taking agent on 17/03/2003.
Tell us a bit about your career path at Three and how you came to be in your current role?
I started my journey with Three in the Mumbai Contact Centre, initially as a call-taking agent when it was part of Three UK. Being part of the pioneer teams allowed me to diversify my experience. After handling calls for nine months, I transitioned to the Support function, where I trained new hires and later served as a Quality coach. Returning to Operations, I led teams in Sales and Retention.
During the setup of the Retention function in 2005, I designed the Retention processes. This experience led me to explore Change Management in 2007, a role where I thrived despite it being initially unknown territory. In January 2010, I seized the opportunity to take on a role in the Maidenhead office, focusing on Change & Operations for Retention.
Since then, my career has revolved around various aspects of Change Management, encompassing planning, scoping, execution, and post-implementation reviews.
Moving locations for a job is a huge life change; what were the logistics of this to organise and how did this impact you?
Because of my passionfortravel, the decision to move to the UK office was a natural one for me. The prospect of pursuing my passion in a new location, coupled with my aversion to heat, made the move to a colder climate all the more appealing.
Upon arrival in Maidenhead, reality set in. Transitioning from the bustling city of Mumbai to the relatively quiet Maidenhead, where at 5:30 pm, the town seemed quiet, presented its challenges. Spontaneity was rare, and solo lunch breaks were the norm.
Despite the initial adjustments, my familiarity with the UK offices (Maidenhead and Glasgow) and the existing culture, nurtured during multiple visits, eased the transition. The people became my anchor, transforming the workplace into a welcoming environment where I forged lasting friendships.
This move marked my first time away from home, family, and friends. From setting up my own home to managing finances independently and building new friendships, I was essentially starting anew. Thirteen years now, I have built some great bonds – friends who are family, provided for my family, and, I like to believe, succeeded in pursuing my passion for travel.
What moment in your career stands out the most for you and why?
During the lockdown, my standout experience unfolded when I was temporarily redirected from my day job to critical business initiatives. Given the diverse locations of our contact centres in Glasgow, Mumbai, and Pune, the varying lockdown rules in India and the UK necessitated a shift in Contact Centre support to the UK for continuity.
In response, I undertook the formidable task of preparing 400 Retail employees for our web-chat operations within a tight two-week timeframe, bridging the gap until the India Contact Centre could resolve their logistics. This challenge not only tested my stakeholder management, maturity, resilience, agility, and delivery capabilities but also required navigating unfamiliar territory with Retail stakeholders.
In a period of heightened connectivity needs, collaboration across levels and teams became paramount. My responsibilities ranged from ensuring Retail staff had the necessary connectivity and devices to working closely with the Learning team to tailor content for purpose. The success of this initiative, for me, signified a dual achievement – delving into a new business area and delivering results promptly in a challenging environment.
How do you make decisions? What process do you follow?
I begin by comprehending the problem statement or the end goal, identifying the individuals impacted and interested along with their motives. I explore various options, analysing their pros and cons to make informed decisions. Typically, I have a backup plan (Plan B) and sometimes even an alternative (Plan C) in case things deviate from the initial plan.
I consider myself pragmatic, and my decision-making process is predominantly rational and analytical.
How would you describe Three’s culture?
Having been with Three for over two decades, I’ve witnessed diverse leadership styles. The enduring culture has been one of dynamism and change, marked by a positive attitude, abundant energy, and a constant influx of ideas. Three thrives on change and swift decision-making, creating an environment focused on people. I value the flexibility that Three provides to its employees.
What is the best advice you can give someone who wants to try something new in their career?
I believe success hinges on attitude and transferable skills brought to the table. With a willingness to learn, everything else falls into place. While certain roles may demand specialized skills, exceptions exist, and a strong will can often bridge the gap.
Who in our business inspires you and why?
I draw inspiration from individuals who embody distinct values. For instance:
Justin Conry, Director of Business Planning impresses me with his remarkable oratory skills, seamlessly combining humour, seriousness, and vulnerability to effectively convey messages.
Laura McAleer, Head of Legal: consumer and Network Regulation & competition, who’s passion for her work and meticulous attention to detail leave a lasting impression.
Wayne Adamson, Senior Manager – Enterprise Architecture, consistently demonstrates a resourceful approach to resolving challenging situations.
Related posts
Teaser
Our Employee StoriesContent Type
Tst BlogPublish date
04/16/2024
Summary
Welcome back to our exciting new series, where we uncovering the diverse careers of people working at Three! We want to celebratethe uniqueness of each individual’s career journey, sharing stories tha
Teaser
Company updateContent Type
Press ReleasePublish date
01/26/2024
Summary
Three is well on its way to achieving gender balance, but there is more work to be done, especially around getting more women into tech, its chief people officer tells Ashleigh Webber. Like many emplo
Teaser
Our Employee StoriesContent Type
ArticlePublish date
01/11/2024
Summary
We have a new series, Inspiring Careers, where we are celebrating the uniqueness of an individual’s career journey. From sharing stories that inspire to igniting the spark of curiosity, join us in dis
Teaser
Company updateContent Type
Press ReleasePublish date
01/09/2024
Summary
Chelsea FC legends Jimmy Floyd Hasselbaink, Eiður Guðjohnsen, and Gary Cahill took to the pitch at halftime alongside lifelong Chelsea fans, during Chelsea F.C. vs Brighton & Hove Albion F.C. Each of
Some of our roles
Salary
Location
Darlington, gb
Working Hours
37.5
Job Family
Retail Assistant Store Manager
Location
Darlington
Brand
Three UK
Job Type
Full-time
Description
Support the running of our retail stores and achieve KPI'sEnsure we always deliver unbeatable customer service and leading by exampleSupport a team in encouraging customers to enjoy our products - ens
Reference
2be19ecd-c78e-4b1c-98d5-dda19d557c33
Expiry Date
01/01/0001
Author
Shannen MuldownieAuthor
Shannen MuldownieSalary
Location
Edinburgh, gb
Working Hours
20
Job Family
Retail Customer Advisor
Location
Edinburgh
Brand
Three UK
Job Type
Part-time
Description
£12 per hour A brand new smartphone on an Unlimited data plan On-target bonus of 25%, paid out monthly based on your store's performance Individual bonus accelerators for high performers Great discoun
Reference
ca1dc839-1bd5-470f-b95f-68c9bb3bc0d7
Expiry Date
01/01/0001
Author
Shannen MuldownieAuthor
Shannen MuldownieSalary
Location
Ashton-Under-Lyne, gb
Working Hours
12
Job Family
Retail Customer Advisor
Location
Ashton-under-Lyne
Brand
Three UK
Job Type
Part-time
Description
£12 per hour A brand new smartphone on an Unlimited data plan On-target bonus of 25%, paid out monthly based on your store's performance Individual bonus accelerators for high performers Great discoun
Reference
708f5b4d-bd8c-4473-966d-73becd2213db
Expiry Date
01/01/0001
Author
Shannen MuldownieAuthor
Shannen MuldownieSalary
Location
Southport, gb
Working Hours
16
Job Family
Retail Customer Advisor
Location
Southport
Brand
Three UK
Job Type
Part-time
Description
£12 per hour A brand new smartphone on an Unlimited data plan On-target bonus of 25%, paid out monthly based on your store's performance Individual bonus accelerators for high performers Great discoun
Reference
6a3bdb81-9b0b-45a0-b78d-1abd95e3a0c6
Expiry Date
01/01/0001
Author
Shannen MuldownieAuthor
Shannen Muldownie