Meeting Title: Brainforge Service Leadership Check-in Date: 2026-04-13 Meeting participants: Uttam Kumaran, Jasmin Multani
WEBVTT
1 00:02:00.680 ⇒ 00:02:01.650 Jasmin Multani: Hello!
2 00:02:02.560 ⇒ 00:02:03.360 Uttam Kumaran: Hey!
3 00:02:03.930 ⇒ 00:02:05.060 Jasmin Multani: How’s it going?
4 00:02:05.610 ⇒ 00:02:07.960 Uttam Kumaran: Good. How about you? How’s the day going?
5 00:02:08.780 ⇒ 00:02:12.930 Jasmin Multani: It’s… It’s going. My…
6 00:02:12.930 ⇒ 00:02:13.890 Uttam Kumaran: Good day.
7 00:02:13.890 ⇒ 00:02:16.629 Jasmin Multani: Productive day…
8 00:02:17.030 ⇒ 00:02:28.590 Jasmin Multani: But… need more productivity, just also trying to figure out what my real-life schedule is gonna be. I think it’s better if I start…
9 00:02:29.660 ⇒ 00:02:40.870 Jasmin Multani: fingers crossed, start a little bit earlier, but still log off by, like, 5.30, so that I can watch the sun and the sunset.
10 00:02:40.870 ⇒ 00:02:46.569 Uttam Kumaran: Yeah, I mean, we’re… I don’t think Rob, like, Robert and I are usually… I mean, stuff usually slows down around, like.
11 00:02:46.950 ⇒ 00:02:49.099 Uttam Kumaran: Now… ish.
12 00:02:49.580 ⇒ 00:02:50.270 Uttam Kumaran: You know?
13 00:02:51.370 ⇒ 00:02:54.970 Jasmin Multani: That’s when the head time starts… head down time starts for wheat.
14 00:02:54.970 ⇒ 00:02:56.440 Uttam Kumaran: Con… okay, okay.
15 00:02:56.880 ⇒ 00:02:58.780 Uttam Kumaran: Yeah, I know the mornings are tough.
16 00:03:00.550 ⇒ 00:03:01.530 Jasmin Multani: Yeah. I feel like you…
17 00:03:01.530 ⇒ 00:03:03.890 Uttam Kumaran: Amber’s doing, like, 7 AM?
18 00:03:04.600 ⇒ 00:03:07.180 Uttam Kumaran: I think… Usually.
19 00:03:07.780 ⇒ 00:03:16.150 Uttam Kumaran: But, again, it also kind of depends on just your team. Like, if your team is good with it, then it’s, like, it’s not something, like, super company-wide.
20 00:03:16.720 ⇒ 00:03:24.700 Uttam Kumaran: I’m trying not to micromanage so much, where it’s like, okay, everybody has to start at a certain time, it’s mostly about the work, and like.
21 00:03:24.700 ⇒ 00:03:25.200 Jasmin Multani: Yeah.
22 00:03:25.200 ⇒ 00:03:26.949 Uttam Kumaran: Whatever the client expects, you know?
23 00:03:29.170 ⇒ 00:03:29.860 Jasmin Multani: Nope.
24 00:03:30.310 ⇒ 00:03:32.520 Jasmin Multani: I’ll get my cadence, and…
25 00:03:32.520 ⇒ 00:03:33.130 Uttam Kumaran: Okay.
26 00:03:33.130 ⇒ 00:03:40.859 Jasmin Multani: Like, it’ll be fine. First, first true full day, after I sent in my hardware on Friday.
27 00:03:40.860 ⇒ 00:03:42.290 Uttam Kumaran: Okay. With the donor. Cool.
28 00:03:44.150 ⇒ 00:03:51.310 Jasmin Multani: Yeah, okay, so, you wanted to chat, is there… you wanted feedback on my first week from last week?
29 00:03:51.310 ⇒ 00:03:56.320 Uttam Kumaran: Yeah, and I just want to see, like, how you’re… you’re thinking about things. Do you feel like you’re…
30 00:03:56.330 ⇒ 00:04:13.280 Uttam Kumaran: still very zoomed in on Element. Do you feel like you have breathing room to think about the service broadly? Like, yeah, I just would love to hear reflections. Like, this week, I’m focusing a lot, as much of my time, on, like, service leadership as possible, so…
31 00:04:13.360 ⇒ 00:04:25.449 Uttam Kumaran: like, I am looking at services across all of our, clients, but yeah, I just wanted, like, I’m my… also, my main focus is making sure that you and Garrett feel, like, supported and
32 00:04:25.910 ⇒ 00:04:27.450 Uttam Kumaran: And ramping up, so…
33 00:04:28.780 ⇒ 00:04:32.359 Jasmin Multani: Mmm… well, to kick off, I feel like…
34 00:04:32.850 ⇒ 00:04:41.359 Jasmin Multani: like, this week is my true, true first week, even though I’ve been, with the company for a minute. So…
35 00:04:42.260 ⇒ 00:04:48.820 Jasmin Multani: that’s why I’m prioritizing tactful tasks getting done, with Element.
36 00:04:48.910 ⇒ 00:05:03.170 Jasmin Multani: heavily with Element, and Eden is in the back… back burner, but that’s just mainly because I’m trying to figure out what the limitations are in the… in the engineering process for each, and
37 00:05:03.660 ⇒ 00:05:06.589 Jasmin Multani: What the client feels comfortable running with.
38 00:05:06.730 ⇒ 00:05:09.400 Jasmin Multani: Like, last week…
39 00:05:09.580 ⇒ 00:05:19.400 Jasmin Multani: I think that’s helpful for any person getting onboarded. I think last week, Aviage… I was… I was the blocker for AVH, and…
40 00:05:19.540 ⇒ 00:05:25.639 Jasmin Multani: Luckily, we had, like, a… 20-minute conversation with Amber in the room, and I just asked, like, hey.
41 00:05:26.040 ⇒ 00:05:34.859 Jasmin Multani: Eden, like, what is their stakeholder vibe? If they already know that this migration is happening by the end of the month, do they feel comfortable with us just
42 00:05:35.500 ⇒ 00:05:42.069 Jasmin Multani: cleaning up high-level summaries. And we have the,
43 00:05:42.880 ⇒ 00:05:52.830 Jasmin Multani: forgiveness to ramp up at the order level information. So that type of information is really helpful for me.
44 00:05:52.990 ⇒ 00:05:58.530 Jasmin Multani: And also, like, just ramping up, like, figuring out…
45 00:05:58.650 ⇒ 00:06:06.480 Jasmin Multani: The stakeholder, what their habits are, how… what preparedness looks like.
46 00:06:06.640 ⇒ 00:06:08.090 Jasmin Multani: Cool.
47 00:06:08.720 ⇒ 00:06:20.180 Jasmin Multani: because I… I can have my own opinions about what a checklist looks like, and what finish looks like, or what available for review looks like. But ultimately, I have to, like.
48 00:06:22.090 ⇒ 00:06:24.430 Jasmin Multani: kind of just, like, ask Shivani, like.
49 00:06:24.630 ⇒ 00:06:27.280 Jasmin Multani: And get her reaction to things.
50 00:06:27.280 ⇒ 00:06:27.940 Uttam Kumaran: Yeah.
51 00:06:28.090 ⇒ 00:06:38.690 Jasmin Multani: Yeah, and then last week, I’d say most of the issues I had was just around…
52 00:06:39.100 ⇒ 00:06:41.770 Jasmin Multani: Technical issues?
53 00:06:41.940 ⇒ 00:06:51.709 Jasmin Multani: Okay. Really dumb… I mean, it’s fine. I was able to work with Kayla, and I was like, hey, is this 1Password thing?
54 00:06:52.130 ⇒ 00:06:59.990 Jasmin Multani: is this part of the onboarding process, this documentation? Because I was kind of spinning my wheels. Again, I should have asked.
55 00:07:00.120 ⇒ 00:07:05.939 Jasmin Multani: More upfront. But I just, like, wrote out a step-by-step, like.
56 00:07:06.120 ⇒ 00:07:12.610 Jasmin Multani: This is what… these are the types of questions the new onboarder should ask, and this is what they should expect.
57 00:07:12.850 ⇒ 00:07:21.549 Jasmin Multani: And then Brill and I realized that my cursor, for some reason, wasn’t fully downloaded accurately.
58 00:07:21.550 ⇒ 00:07:22.160 Uttam Kumaran: Okay.
59 00:07:22.650 ⇒ 00:07:32.930 Jasmin Multani: Like, it was still… cloned from Brainforge platform, but that directory… And didn’t have knowledge.
60 00:07:33.400 ⇒ 00:07:34.030 Uttam Kumaran: Okay, okay.
61 00:07:34.030 ⇒ 00:07:35.699 Jasmin Multani: So, that’s why I was like.
62 00:07:35.870 ⇒ 00:07:39.709 Jasmin Multani: I don’t know why people really love cursors so much, like, I can’t even get a field running.
63 00:07:39.710 ⇒ 00:07:41.780 Uttam Kumaran: It’s obvious.
64 00:07:41.780 ⇒ 00:07:42.630 Jasmin Multani: I…
65 00:07:42.630 ⇒ 00:07:50.520 Uttam Kumaran: Okay, this is helpful. Yeah, so we’re… we’re… we’re working on some ways, like, I don’t think… for, like.
66 00:07:50.670 ⇒ 00:08:00.179 Uttam Kumaran: a lot… much more time, people will be operating in, like, cursor. There’s gonna be some other easier surfaces to access this information that we’re developing.
67 00:08:00.350 ⇒ 00:08:05.510 Uttam Kumaran: But yeah, I know there’s still some, like, paper cuts, but that’s okay. I mean, I think…
68 00:08:05.650 ⇒ 00:08:15.190 Uttam Kumaran: as usual around here is the toughest thing is, like, we’re so async-focused, and it’s, like, all… most of the people on all of our, like, internally at Brainforge, it’s all, like, pretty…
69 00:08:15.610 ⇒ 00:08:34.369 Uttam Kumaran: legit people, so it’s… you’re not, like, it’s not… it’s not… it’s actually… we’re all… it’s, like, tons of just bias for action, I feel like, mostly. So, you’re totally free to ask for help and raise your hand, and I think that’s what we’re sort of, like, looking for. And then for me, it’s… I’m like, okay, does Jasmine feel like she’s getting the hang of Element?
70 00:08:34.370 ⇒ 00:08:43.100 Uttam Kumaran: But then, if you’re… if you’re moving on to eat and stuff, do you feel like you’re gonna hang on Eden? And then I’m like, okay, now can you… can you… at what point do you feel like you’re able to…
71 00:08:43.179 ⇒ 00:09:00.179 Uttam Kumaran: wrap your arms… our arms around just, like, anywhere that strategy is being used in the company. I just want to make sure you’re getting there. That’s it. Like, it’s gonna take some time, and you’re gonna have both the, like, day-to-day, and then also starting to… you’re gonna start to form an opinion on, like.
72 00:09:00.260 ⇒ 00:09:11.070 Uttam Kumaran: okay, I’m seeing inconsistencies, and, like, I would like to solve them, and so that’s ultimately, for me, I’m like, okay, how can I enable you to identify those, and then
73 00:09:11.320 ⇒ 00:09:24.519 Uttam Kumaran: spend some amount of time of your week on, like, standard setting. So, because that stuff will increase your leverage, because people across 5 or 6 clients will use your playbooks or your ways of doing things, you know?
74 00:09:25.910 ⇒ 00:09:31.190 Jasmin Multani: Yeah, yeah. Right now, I’m just, like, tracking for behavioral inconsistency.
75 00:09:31.190 ⇒ 00:09:36.229 Uttam Kumaran: Yeah, and so, exactly. Yeah, so it just depends on how you want to handle it. I think…
76 00:09:36.520 ⇒ 00:09:54.320 Uttam Kumaran: it’s… Robert and I have been the most opinionated about that stuff, but again, it’s… we sort of just got us safely to, like, this point. Now I want, sort of, like, the service leads to have, like, a really deep, like, opinion about the way that the thing is getting made, you know?
77 00:09:54.970 ⇒ 00:10:00.900 Uttam Kumaran: Because you’ll see that, like, people just want that. They just need that to… they’re like, tell me how to do it, and I’ll do it.
78 00:10:00.900 ⇒ 00:10:03.080 Jasmin Multani: Yeah, yeah, yeah, yeah, yeah.
79 00:10:03.630 ⇒ 00:10:07.869 Jasmin Multani: Yeah, just… yeah, just a little bit.
80 00:10:07.870 ⇒ 00:10:08.790 Uttam Kumaran: Take time.
81 00:10:08.790 ⇒ 00:10:10.440 Jasmin Multani: Basic things, yeah.
82 00:10:10.440 ⇒ 00:10:11.509 Uttam Kumaran: It’ll take time, yeah.
83 00:10:11.510 ⇒ 00:10:18.000 Jasmin Multani: Yeah, even with the dashboards being held within the folders,
84 00:10:18.290 ⇒ 00:10:27.839 Jasmin Multani: I think at my call with Shivani, like, we… she basically was like, oh yeah, the milestone tracker, if you feel like you can get it done earlier, that’s great. And it looks like she…
85 00:10:28.260 ⇒ 00:10:31.779 Jasmin Multani: doesn’t want to introduce things to the VPs until August.
86 00:10:31.920 ⇒ 00:10:37.629 Jasmin Multani: So I’m like, okay, cool, cool, cool, we can marry this to what our internal milestones are.
87 00:10:39.400 ⇒ 00:10:49.379 Jasmin Multani: But when I showed her one of the dashboards that she hadn’t seen, which I wasn’t expecting her to see, because, like, I was just like, this is in the documents, like.
88 00:10:49.550 ⇒ 00:10:56.489 Jasmin Multani: I didn’t expect her to go through it, but I was just like, oh, did you see this one? And I think she did not like…
89 00:10:56.990 ⇒ 00:11:00.149 Jasmin Multani: not… having seen that beforehand, I was like.
90 00:11:00.840 ⇒ 00:11:08.469 Jasmin Multani: That’s the whole point! That’s the whole point of this call, though. It’s just supposed to be a live review, but I don’t think she…
91 00:11:09.250 ⇒ 00:11:14.920 Jasmin Multani: likes to see things… it looks like she likes to have primers and agenda docs.
92 00:11:15.630 ⇒ 00:11:19.780 Uttam Kumaran: Yeah, it’s weird, I mean, I think she likes that, but then she may not read it.
93 00:11:19.920 ⇒ 00:11:31.879 Uttam Kumaran: you’ll see, you’re just gonna kind of figure her out a little bit, and build a relationship. It’s a bit of a tough one, but I do think that she’s de-risked it a lot, because we’re not really, like.
94 00:11:32.340 ⇒ 00:11:35.139 Uttam Kumaran: This is even gonna impact the business for a while?
95 00:11:35.490 ⇒ 00:11:39.369 Uttam Kumaran: But at the same time, like, she has, I think, a lot of particulars.
96 00:11:39.580 ⇒ 00:11:41.459 Uttam Kumaran: Which makes this pretty difficult.
97 00:11:42.240 ⇒ 00:11:47.080 Jasmin Multani: But I think the name of the game is gonna be, like,
98 00:11:49.010 ⇒ 00:11:59.679 Jasmin Multani: using… yeah, like, using the folders and just making notes to her through there. Like, she has, like, her go-to spaces, digital spaces that she…
99 00:12:00.530 ⇒ 00:12:03.990 Jasmin Multani: She, in her mind, is the… in her mind, it’s the source of truth.
100 00:12:04.200 ⇒ 00:12:20.249 Jasmin Multani: So… I’m asking the analysts, like, update this first, update it this way. Okay. And Avid agreed. He was like, yeah, yeah, yeah. And I asked him how, like, what, you know, why did you say this as a branch? Like, is this, like.
101 00:12:20.250 ⇒ 00:12:20.830 Uttam Kumaran: Sure.
102 00:12:20.830 ⇒ 00:12:25.000 Jasmin Multani: break, and he was like, actually, it won’t break. I’m like, okay, let’s just publish it.
103 00:12:25.130 ⇒ 00:12:31.119 Jasmin Multani: So little practices there where I’m like, okay, why isn’t it…
104 00:12:31.910 ⇒ 00:12:42.740 Jasmin Multani: would something break? I’m also, like, testing Omni out as well, myself, but Ashwini, Aviation, they’ve all been pretty straightforward and helpful.
105 00:12:42.740 ⇒ 00:12:43.170 Uttam Kumaran: Cool.
106 00:12:43.170 ⇒ 00:12:44.310 Jasmin Multani: Amber, as well.
107 00:12:44.950 ⇒ 00:12:46.140 Uttam Kumaran: Yeah, okay, cool.
108 00:12:47.800 ⇒ 00:12:51.090 Jasmin Multani: Yeah, cool, cool, cool. Anything else?
109 00:12:51.240 ⇒ 00:12:51.900 Jasmin Multani: Feedback.
110 00:12:51.900 ⇒ 00:12:55.379 Uttam Kumaran: That’s it. I think… I think that’s it. I just want to see you, like.
111 00:12:55.480 ⇒ 00:13:14.080 Uttam Kumaran: just push your team to, like, get better and deliver, I think. You’re gonna see that, like, you’re the bridge between the analysts and, like, I think they’re gonna start to ask you, like, how… for feedback and how to get better. And then, yeah, I think, like, this… either this week or next week, I’ll grab time just to, like, review
112 00:13:14.320 ⇒ 00:13:17.659 Uttam Kumaran: Just, like, the broader service, kind of show you where
113 00:13:17.820 ⇒ 00:13:33.820 Uttam Kumaran: people are using strategy service across the business. And then I think, again, Element and Eden are important, but we’re gonna keep hiring and trying to put… give you more leverage, you know, to actually be like, anyone that pulls this type of work, do it this way.
114 00:13:33.880 ⇒ 00:13:40.369 Uttam Kumaran: You know, and so that’s, like, what I’m… I’m trying to focus on as head of delivery, like, how do I give you that, you know?
115 00:13:40.590 ⇒ 00:13:45.889 Jasmin Multani: Yeah, yeah, yeah. I guess, like, good question on that is… so how are you measuring…
116 00:13:46.570 ⇒ 00:13:50.309 Jasmin Multani: whether someone is using my service. Is it by, like, amount of…
117 00:13:50.970 ⇒ 00:13:57.439 Jasmin Multani: pushes I make on GitHub, or, like, amount of times I use the skills I’ve created. What’s going on there?
118 00:13:57.960 ⇒ 00:14:06.629 Uttam Kumaran: Yeah, I mean, I know every client, and I know if they’re deploying strategy or, you know, analytics work right now.
119 00:14:06.690 ⇒ 00:14:22.910 Uttam Kumaran: So that’s part of, like… that’s gonna be clear in operating. And so that’s actually what I need… that’s what I want… I’m gonna work with you on, so you have an awareness that in operating, if someone’s using your service, they’re basically… someone from the strategy team is there executing work.
120 00:14:23.320 ⇒ 00:14:29.820 Uttam Kumaran: Right, so you’re not… there’s nobody… nobody outside of the strategy team is going to be executing strategy and analytics work.
121 00:14:29.960 ⇒ 00:14:33.509 Uttam Kumaran: So, it’s basically, like, any client that Robert, Greg.
122 00:14:33.890 ⇒ 00:14:36.160 Uttam Kumaran: Like, any of the strategy folks are on.
123 00:14:36.830 ⇒ 00:14:41.139 Uttam Kumaran: you consume they’re using strategy service-related work. Does that make sense?
124 00:14:41.140 ⇒ 00:14:46.470 Jasmin Multani: Okay, so it’s just like a tag, like, if any of these strategy-related folks are on something.
125 00:14:46.890 ⇒ 00:14:51.410 Uttam Kumaran: Yeah, so in operating, that’s what we’re gonna be looking at in operating, which is, like.
126 00:14:52.070 ⇒ 00:14:53.829 Uttam Kumaran: Are people who are tagged
127 00:14:53.970 ⇒ 00:14:59.809 Uttam Kumaran: Like, yeah, basically what… this client purchases, like, 5 or 6 different services from us.
128 00:14:59.810 ⇒ 00:15:00.270 Jasmin Multani: move.
129 00:15:00.270 ⇒ 00:15:14.169 Uttam Kumaran: One of which is gonna be, you know, strategy and analytics. What are they buying, and then who’s delivering it? So you… they may have a CSO, like, they may have one or many of our CSOs that are on there, but then there should be someone from the strategy team, so…
130 00:15:14.320 ⇒ 00:15:23.020 Uttam Kumaran: it’s either gonna be one of those… one of those groups that are doing it, you know? Like, so, it’s really, like… my question to you is, like, are you aware of all the clients that…
131 00:15:23.330 ⇒ 00:15:25.479 Uttam Kumaran: Everyone on your team is, like, working on
132 00:15:25.660 ⇒ 00:15:34.449 Uttam Kumaran: You know, and then are… is there a clear… are you able to clearly, in operating, see… see that? Like, see all the different clients that are…
133 00:15:35.130 ⇒ 00:15:37.109 Uttam Kumaran: You know, leveraging the service.
134 00:15:38.440 ⇒ 00:15:40.790 Uttam Kumaran: And then, yeah, I mean, I’m broadly gonna look at, like.
135 00:15:40.960 ⇒ 00:15:44.950 Uttam Kumaran: How many, like, what playbooks you’re pushing, what skills you’re creating.
136 00:15:45.070 ⇒ 00:15:58.859 Uttam Kumaran: And then we’ll end up measuring that somehow, but mostly what I’m looking for is, like, for example, Awash is starting to push playbooks, he’s starting to tell people standardize. That’s how I’m gonna measure leverage. Like, am I seeing that the number of defects
137 00:15:59.040 ⇒ 00:16:15.589 Uttam Kumaran: are going down? Am I seeing that people are having clarity? Am I seeing that the number of escalations for me are going down? And like, that’s what we’re gonna start to look at. And then, on a monthly basis with every single service lead, I’m basically gonna look at that. I’m gonna say, hey, here’s…
138 00:16:15.870 ⇒ 00:16:27.780 Uttam Kumaran: here’s how many… here’s what I looked through. I looked through how many playbooks, I looked through the number of tickets, I looked through operating, and I’ll show you what that… what that is, and then I’ll give you all the stuff that I run, so you’ll be able to
139 00:16:27.880 ⇒ 00:16:30.579 Uttam Kumaran: pretty much understand the things that I’m looking at.
140 00:16:30.730 ⇒ 00:16:36.119 Uttam Kumaran: On a weekly and a monthly basis, to basically say, is the strategy service healthy?
141 00:16:36.370 ⇒ 00:16:43.049 Uttam Kumaran: Right? So I’m running a bunch of checks, I’m looking at, like, number of tickets, I’m looking at where your team is allocated, I’m looking at
142 00:16:43.500 ⇒ 00:16:49.829 Uttam Kumaran: Are there playbooks? Are there skills? Are people using them? We’re asking people across each service
143 00:16:50.100 ⇒ 00:17:01.660 Uttam Kumaran: So it’s gonna take some time, like, but this is sort of the game here, is like, it’s gonna be both executing on clients, and then it’s also gonna be, okay, now that I’m executing 2 or 3,
144 00:17:01.880 ⇒ 00:17:09.429 Uttam Kumaran: like, you’re kind of in charge of the work output coming from, like, almost 6 or 7 people, right? And how are they…
145 00:17:09.730 ⇒ 00:17:12.659 Uttam Kumaran: How’s every time a dashboard comes out, it’s up to, like.
146 00:17:12.890 ⇒ 00:17:21.940 Uttam Kumaran: your standards, you know? And, like, that’s what I’m looking for, and that’s what I’m looking for you to think, and then also lean on me on, like, how you can actually attack those.
147 00:17:22.150 ⇒ 00:17:29.119 Uttam Kumaran: You know, so you’re… you’re… that’s… that’s… and over time, as we bring on more people, Advait.
148 00:17:29.240 ⇒ 00:17:40.400 Uttam Kumaran: Amber, Garrett, these folks will be executing a lot of work, so your time will start to be looking at, okay, like, how can on Monday I can see everything that’s happening across the clients that are
149 00:17:40.550 ⇒ 00:17:51.989 Uttam Kumaran: using the strategy service. I mean, how are we, like… how are we innovating, right? So, one example is I wanted to have a conversation for a couple clients, now we’re doing AI-driven, like, analysis.
150 00:17:52.240 ⇒ 00:17:58.839 Uttam Kumaran: So I was like, we should have a conversation about, like, how we do that, or, like, thoughts like that on, like.
151 00:17:59.200 ⇒ 00:18:06.799 Uttam Kumaran: that is now a service that we’re… people are asking us for, like, hey, come set up my Snowflake Cortex so I can start to use it for analysis, things like that.
152 00:18:07.120 ⇒ 00:18:08.190 Jasmin Multani: Okay, okay.
153 00:18:08.450 ⇒ 00:18:09.190 Jasmin Multani: Group.
154 00:18:09.710 ⇒ 00:18:14.250 Jasmin Multani: Well, before I get there, I’m gonna finish out my Omni Analytics.
155 00:18:14.250 ⇒ 00:18:15.050 Uttam Kumaran: Okay.
156 00:18:15.050 ⇒ 00:18:22.060 Jasmin Multani: break things apart, which Omni is pretty crazy, with all the backend stuff, even, like, the prompt engineering for the AI.
157 00:18:22.060 ⇒ 00:18:23.020 Uttam Kumaran: Yeah, it’s a lot.
158 00:18:24.690 ⇒ 00:18:26.730 Jasmin Multani: It’s great.
159 00:18:26.730 ⇒ 00:18:34.069 Uttam Kumaran: I think it’s robust enough, and I don’t know, I feel like the reason we selected it is just because there’s not a tool on the market like that.
160 00:18:34.190 ⇒ 00:18:36.089 Uttam Kumaran: You know?
161 00:18:37.200 ⇒ 00:18:41.799 Uttam Kumaran: And yeah, our team… our team feels like they’re… I feel like they’re… everybody’s picking it up, you know?
162 00:18:41.800 ⇒ 00:18:43.379 Jasmin Multani: yeah.
163 00:18:44.630 ⇒ 00:18:50.470 Jasmin Multani: Yeah, it’s pretty straightforward. It’s just a matter of, like, testing, like…
164 00:18:50.690 ⇒ 00:18:54.789 Jasmin Multani: Because there are certain pieces where it’s, like, bi-directional, the information is floating.
165 00:18:54.790 ⇒ 00:18:55.460 Uttam Kumaran: Yes.
166 00:18:55.460 ⇒ 00:19:02.889 Jasmin Multani: directionally, and there are other pieces that are flowing only one way, and the branches kind of confuse me, but I just have to, like.
167 00:19:03.730 ⇒ 00:19:10.430 Jasmin Multani: Play with it on a separate dashboard that’s not client-focused, and break it apart from there.
168 00:19:10.660 ⇒ 00:19:12.700 Jasmin Multani: Yeah, yeah.
169 00:19:13.140 ⇒ 00:19:15.310 Jasmin Multani: I don’t think we have a weekly, right?
170 00:19:16.550 ⇒ 00:19:23.190 Uttam Kumaran: No, and I don’t know if I’m… I’m gonna just call… I’ll just start… I’m gonna call you, a few people every week, and sort of switch.
171 00:19:23.860 ⇒ 00:19:30.239 Uttam Kumaran: I’d rather not put a weekly, because my schedule is kind of messed up.
172 00:19:30.540 ⇒ 00:19:44.249 Uttam Kumaran: So, like, even some people I have a weekly with, I end up missing it half the time. So what I do is… what we’re gonna start to do is I’m just gonna start to shift my… every other week, I’m gonna switch to focusing on CSOs or service leads, and then…
173 00:19:44.260 ⇒ 00:19:51.390 Uttam Kumaran: B is gonna take the other team. So, last few weeks, I’ve been, like, pushing the CSOs to a good place, and so this week.
174 00:19:51.410 ⇒ 00:20:03.620 Uttam Kumaran: I’m gonna be running, like, a review of everybody’s service line. We’re gonna have some time where I’ll show you, like, how am I looking… what are my expectations for, like, allocations? What am I looking at when I look at ticket health?
175 00:20:03.860 ⇒ 00:20:07.769 Uttam Kumaran: what am I looking at when I’m… when I’m thinking about playbook creation?
176 00:20:07.900 ⇒ 00:20:17.630 Uttam Kumaran: And then I’m just here, so, like, I want to keep the days open, and then as people need help, my job is to tackle the escalations.
177 00:20:17.920 ⇒ 00:20:21.919 Uttam Kumaran: And then to continue to build more reporting so that we have, like.
178 00:20:22.050 ⇒ 00:20:37.379 Uttam Kumaran: we have good observability on, like, where the risks are across, like, you know, a couple hundred active tickets across our clients. Because for me, I’m like, okay, how do we build a system that, if and when we double in terms of the number of… in terms of the amount of work.
179 00:20:37.700 ⇒ 00:20:40.490 Uttam Kumaran: like, what’s the sustainability of that, you know? So I’m…
180 00:20:40.800 ⇒ 00:20:43.769 Uttam Kumaran: For me, that’s sort of what I’m headed towards.
181 00:20:47.120 ⇒ 00:20:49.310 Jasmin Multani: You got this, we got this, I…
182 00:20:49.700 ⇒ 00:20:55.429 Jasmin Multani: I spent this week being an analyst. I think that’s where my comfort level is, like.
183 00:20:56.020 ⇒ 00:20:58.610 Jasmin Multani: how am I gonna lead people if I don’t even know?
184 00:20:58.820 ⇒ 00:21:05.859 Jasmin Multani: how to build from the ground up, that’s my pathway. Yeah. And just change, like, yeah, whatever.
185 00:21:06.560 ⇒ 00:21:24.240 Jasmin Multani: Buzzwords. But okay. So here you, I should expect a call from you whenever you’re slating, your focus on SL work. Robert and I have a weekly that we’re… we have… we’re gonna kickstart by tomorrow.
186 00:21:27.850 ⇒ 00:21:39.670 Jasmin Multani: I’m gonna have a weekly with Avid and Amber, just to see, what their progress looks like, and, I did Avid’s, like, congrats call and 30-day check-in.
187 00:21:39.670 ⇒ 00:21:40.280 Uttam Kumaran: Cool.
188 00:21:40.620 ⇒ 00:21:41.980 Jasmin Multani: Basically, was like.
189 00:21:42.170 ⇒ 00:21:51.509 Jasmin Multani: Listen, let’s do a monthly check-in, just purely based off of career development and project curiosity development.
190 00:21:51.510 ⇒ 00:21:52.010 Uttam Kumaran: Cool.
191 00:21:52.610 ⇒ 00:21:55.000 Jasmin Multani: We’ll have, like, a… ideally…
192 00:21:55.220 ⇒ 00:21:59.720 Jasmin Multani: we’ll have, like, an Excel spreadsheet that tracks, like, month over month, what was the growth.
193 00:21:59.880 ⇒ 00:22:05.130 Jasmin Multani: Cool. And I told him, like, the best way to do this is he shows up filling things out.
194 00:22:05.330 ⇒ 00:22:07.200 Jasmin Multani: You know…
195 00:22:07.200 ⇒ 00:22:12.930 Uttam Kumaran: We do have a one-on-one template, if you want to ask Kayla, it’s pretty good. It’ll be, like.
196 00:22:13.330 ⇒ 00:22:15.380 Uttam Kumaran: I used to just ask people, like.
197 00:22:15.850 ⇒ 00:22:19.700 Uttam Kumaran: Tell me, like, what you felt you accomplished, tell me what was difficult.
198 00:22:19.730 ⇒ 00:22:20.360 Jasmin Multani: That’s true.
199 00:22:20.360 ⇒ 00:22:24.610 Uttam Kumaran: Feedback for yourself, for your team, and then for the company.
200 00:22:24.790 ⇒ 00:22:25.160 Jasmin Multani: Yeah.
201 00:22:25.160 ⇒ 00:22:26.250 Uttam Kumaran: And I think that’s, like.
202 00:22:26.900 ⇒ 00:22:33.310 Uttam Kumaran: Just having people sit and even do 10 minutes of reflection before that allows you to have, like, a really good one-on-one.
203 00:22:33.440 ⇒ 00:22:38.470 Uttam Kumaran: So there’s a really good one-on-one template in Notion, I think Kayla should have that.
204 00:22:38.590 ⇒ 00:22:53.049 Uttam Kumaran: So that’s great, I mean, and I… and that’s where I think, like, if you can take that on, like, that allows me to have some more free time to just work on, like, okay, how are we actually going to be, like, delivery leaders across a service, and how do I make that sustainable, you know?
205 00:22:56.610 ⇒ 00:23:04.660 Uttam Kumaran: Because that way, because I also spend… I’ll spend anywhere from, like, one to three hours talking to Amber or on Vaden, like, I can hand that off to you.
206 00:23:05.280 ⇒ 00:23:09.140 Uttam Kumaran: And then I can move that to, like, more once a month, or once a quarter.
207 00:23:10.170 ⇒ 00:23:10.980 Uttam Kumaran: You know…
208 00:23:11.460 ⇒ 00:23:23.349 Jasmin Multani: Yeah, yeah. I’m at the point where I’m, like, I’m okay with… I feel good with, like, development and, like, skill development and, like, chasing those projects for people, where I get nervous about, like, promising incentives.
209 00:23:23.410 ⇒ 00:23:32.129 Jasmin Multani: So, that’s something I’ll vocalize with you and Robert, and be like, hey, this person did a really good job, this is their turnaround.
210 00:23:32.540 ⇒ 00:23:52.280 Jasmin Multani: how can we promise, like, a bonus, or… literally, I know for a fact that Edith and Amber were working overtime last week. Yeah. Especially, with the dashboards, so what does incentive look like? Is it either cash, or is it, like, hey, take Friday off, or…
211 00:23:52.280 ⇒ 00:23:56.319 Uttam Kumaran: Sure. So this is a… this would be a great conversation, even excluding
212 00:23:56.590 ⇒ 00:24:00.339 Uttam Kumaran: Robert and me, you should just put this in the delivery leads channel.
213 00:24:00.520 ⇒ 00:24:11.759 Uttam Kumaran: Like, if you’re actively think… yeah, because everybody’s, like, should understand how they can incentivize their teams, so I don’t mind. I don’t… it’s like, yeah, I’d rather us talk about this out loud.
214 00:24:11.760 ⇒ 00:24:21.979 Uttam Kumaran: Because other people are probably… they either don’t know they can use that as a tool, or maybe they should consider it. So I’d rather, you know, if you just have that question, we can go back and forth there.
215 00:24:23.050 ⇒ 00:24:38.110 Uttam Kumaran: you know, I have some… I definitely have thoughts, so… that’s what I want to see more of, is, like, all of us as leads, like, using that channel, and to be like, hey, I’m dealing with this, so, like, what should I do? Because you’re gonna start to see Awish probably has some thoughts, someone else has some thoughts, like.
216 00:24:39.030 ⇒ 00:24:44.569 Uttam Kumaran: I have some thoughts from, like, head of delivery, but, like, we all are in the weeds, you know?
217 00:24:45.030 ⇒ 00:24:53.270 Uttam Kumaran: Like, I’m sure Greg and Vernab will have some thoughts as well. So I’m trying to create, like, this leadership… the delivery leadership group to actually, like, support each other a lot.
218 00:24:53.600 ⇒ 00:25:01.250 Jasmin Multani: Good, good, because Avid said that he wants to have more of an engineering focus as part of his, like, future next plan.
219 00:25:01.250 ⇒ 00:25:01.850 Uttam Kumaran: Yeah.
220 00:25:01.990 ⇒ 00:25:10.830 Jasmin Multani: I was never an engineer, I’ve worked with engineers, I’ve worked with the greatest engineers, the kindest ones, but I don’t really know…
221 00:25:11.290 ⇒ 00:25:13.240 Jasmin Multani: I feel like it varies, like…
222 00:25:15.560 ⇒ 00:25:29.470 Jasmin Multani: career development projects. I don’t really know what that looks like for an engineer. Sure. So I’ll probably lean on, Aviation, you, you’ve already been in that world.
223 00:25:29.810 ⇒ 00:25:33.299 Jasmin Multani: like, what could give… what could be a good challenge for him? Sure.
224 00:25:34.490 ⇒ 00:25:36.629 Jasmin Multani: And what can he, like, be proud of?
225 00:25:37.040 ⇒ 00:25:37.650 Uttam Kumaran: Sure.
226 00:25:40.140 ⇒ 00:25:44.379 Jasmin Multani: So I’ll spin… I’ll start pushing those out in the channel.
227 00:25:44.970 ⇒ 00:26:01.230 Uttam Kumaran: Yeah, and it’s for the most part, as long as people feel heard, and, like, I used to meet with everybody once a week for most of the company, and so the biggest thing is, like, I’m trying to push that onto the service leads. You just have a pulse on your people, and then come to me with
228 00:26:01.290 ⇒ 00:26:05.590 Uttam Kumaran: hey, I’d like to do this, or I’m having this issue, instead of, like.
229 00:26:05.800 ⇒ 00:26:15.669 Uttam Kumaran: So, and I want you guys to own that relationship, and then you can… and then we discuss, like, hey, I want to do this, or I’m concerned about this. Like, even hearing that people are working overtime.
230 00:26:15.980 ⇒ 00:26:31.269 Uttam Kumaran: like, I would be asking, like, why? What happened that caused… what issue happened that caused people to have overtime? And, like, that’s something that’s a great conversation for the Slack channel, because, like, and that’s something that I would love everybody to hear, you know, so…
231 00:26:32.770 ⇒ 00:26:33.330 Jasmin Multani: Yeah.
232 00:26:33.490 ⇒ 00:26:35.520 Jasmin Multani: Okay, I’ll throw that in there.
233 00:26:35.990 ⇒ 00:26:36.610 Uttam Kumaran: Okay.
234 00:26:37.470 ⇒ 00:26:44.669 Jasmin Multani: I have… 15 more minutes, like, we can, we can chat, we can… Do whatever, decompress.
235 00:26:44.670 ⇒ 00:26:46.760 Uttam Kumaran: No, I could jump, I’m late to something, so I…
236 00:26:46.760 ⇒ 00:26:48.689 Jasmin Multani: Okay, okay, yeah, go, go, go, go.
237 00:26:48.690 ⇒ 00:26:54.279 Uttam Kumaran: I just want to give you… yeah, so just Slack me if you need anything, and then, yeah, I feel like this week’s looking positive, so…
238 00:26:55.340 ⇒ 00:26:56.270 Jasmin Multani: Sounds good.
239 00:26:56.270 ⇒ 00:26:56.590 Uttam Kumaran: Okay.
240 00:26:56.590 ⇒ 00:26:57.590 Jasmin Multani: Bye!
241 00:26:57.590 ⇒ 00:26:58.280 Uttam Kumaran: Thank you. Bye.