EMPATHY, COLLABORATION AND RESULTS 

Robin Shahani’s Impact Recognized with IAOP Honor

By: Sandy Frinton, PULSE Editor
 

Robin Shahani’s empathetic, collaborative, results-oriented leadership style has taken him to many destinations and roles in the outsourcing and shared services space, and ultimately, into the prestigious IAOP Leadership Hall of Fame this April at OWS25 in Chicago.

A recognized change agent, Shahani has served on all sides of the industry: as a client, a service provider, and a third-party advisor with experience spanning onshore, offshore, and nearshore models, and expertise ranging from lean workflow management and robotic process automation to a current focus on applying artificial intelligence to global operations.

Today, he serves as Senior Vice President at FIS, leading transformative initiatives that continue to shape the financial technology industry, including a strategic overhaul of client experience throughout the lifecycle and the implementation of AI-enabled systems, expected to yield more satisfied clients and colleagues, which will eventually translate to hundreds of millions of dollars in efficiency and revenue benefits.

Shahani has also left an indelible mark on corporate giants such as American Express, Citigroup, and TD Ameritrade, where he designed and executed large-scale supply chain, shared services, and outsourcing strategies.

His groundbreaking contributions to outsourcing, shared services, supply chain and real estate management, and corporate sustainability earned him a well-deserved induction into the IAOP Leadership Hall of Fame—a recognition of a career dedicated to innovation and impact.

Reflections on an Early Career Outsourcing Opportunity

During his acceptance speech at OWS, Shahani recalled a pivotal moment from 2002. “On a cold, snowy day, coming out of a particularly contentious board meeting, an investor in my startup approached me and said, ‘Look, I like how you lead, I like how you think, and I like how you build relationships. We just survived an internet apocalypse in the markets. Would you consider leaving your co-founders to join us in a transformation leadership role?”

He accepted the challenge and described that initial assignment with a European multinational as a “whirlwind,” where he immediately dove into due diligence on his own functions — examining the firm’s operations, speaking with clients, partners, and service providers, and scrutinizing the offerings and roadmaps of enterprise software companies that could accelerate the shifts they would need to make.

He quickly learned a lot about outsourcing, guided by a third-party advisory firm that was brought in for their BPO expertise. “I learned the craft firsthand, helping the bank become comfortable with the idea of doing a deal and giving up control to buy outcomes,” Shahani said. “I was hooked.”

However, his journey wasn’t without setbacks. “I was ultimately a victim of the outsourcing I led because, while I had learned about bilateral due diligence, sourcing, negotiating MSAs, and dealing with difficult attorneys, management wanted to bring in new blood with a mastery of operating safely in the new environment – so-called ‘governance,’” he reflected.

But even this setback became a stepping stone. “The CEO of that third-party advisory firm echoed what the banker-investor had said years before,” Shahani shared. “The day after I left, he invited me to dinner and said, ‘I like the way you lead. You’re a hands-on leader — there aren’t many of those. I like how you think and I like how you build relationships. Why don’t you come help our clients and run part of my business?”

“That became the beginning of my decades-long love affair with the outsourcing and shared services space,” he recalled.

Over the past 25 years, he has consistently reshaped the outsourcing landscape, spanning global financial services, technology, and consulting, while reinventing himself.

Among his professional accomplishments are transforming procurement and vendor governance frameworks, launching inclusive supplier programs with minority- and women-owned businesses, and reducing corporate emissions through robust sustainability initiatives while managing large real estate portfolios.

Leadership Rooted in Empathy and Social Responsibility

Shahani’s leadership philosophy is rooted in the belief that authentic relationships and empathy drive sustainable success. His achievements extend beyond the corporate realm. Shahani has served on the boards of the Children’s Health Fund and the National Principals Leadership Institute, advocating for access to healthcare and education for underserved communities. He has also mobilized thousands of employees through nonprofit initiatives and led ESG efforts at multiple firms, resulting in reduced energy consumption and a tangible community impact.

In his introductory remarks, Mark Voytek, COP, Founder and Managing Partner of Voytechnology Partners and TCS Strategic Advisor, noted that Shahani credits his athletic discipline as a competitive squash and tennis player in his college years at Harvard for shaping his data-driven, collaborative leadership style.

Shahani said he sees a bright future ahead for the industry by leveraging AI to reshape and customize the client experience and operations, more broadly.

Shahani expressed gratitude to his parents, wife, and others who have supported his growth, and added, “I am proud to be part of a community that’s truly like no other. Congratulations to all our award winners—such wonderful, inspiring people. Let’s continue to move this industry forward, together.”