Michael Small shapes world-class sales, business development and delivery organizations that provide leading edge customer experience (CX), BPO and ITO solutions to some of the most recognized brands. He has managed P&Ls of up to $1.2B and leaves each entity on solid footing due to rapid, positive impact to the bottom line and business culture.
As Chief Executive Officer and previously Chief Client Officer for Sitel Group’s largest division, the $1.2B Americas division, since 2017, Mike orchestrated a complete transformation of the business unit spanning North America, Latin America, India and Philippines. From rebuilding the leadership team and culture to diversifying the product/service portfolio and customer base to higher margin business, the financial impact to the total company includes a $1.4M valuation increase and 20% revenue growth. Prior to joining Sitel, Mike was recruited by Bain & Company as EVP, Global Sales & Marketing for VXI and Symbio Global Solutions’ $600M Call Center & ITO segment. There he directed sales, account management, marketing and client services across North America, the Philippines and China and put the company on the map with analysts and advisors (2016 to 2017). From 2013 to 2016, Mike served as SVP, Global Sales & Marketing Officer for Capgemini’s North America BPO business. While he consistently exceeded revenue objectives, including doubling BPO sales in just three years, a highlight of his career was creating and commercializing a product/service innovation (BPO-as-a-Stack), which combined all of the company’s capabilities into a single integrated solution. BPaaS is now Capgemini’s most profitable business line. Prior to joining Capgemini, Mike held three different business unit management roles with divisions of Hewlett Packard in the U.S., Canada and India from 2008 to 2013. After leading the team that won HP’s largest ever BPO contract at the time, he accepted an expat assignment leading a newly acquired $250M/year subsidiary in Bangladesh and integrating its operations into HP’s. His success in that role led to his repatriation to the U.S. to head HP’s North America BPO business. Mike’s early career is highlighted by progressively responsible roles with IBM Global Services where he advanced to Client Director with P&L accountability for a $500M region. Mike earned an undergraduate degree from University of Toronto and an MBA, Corporate Finance from Queens University. He completed IBM’s Executive Development program through Harvard University and holds PMP certification through the PMI. An industry thought leader, Mike has spoken on the topics of CX, BPO and transformation at a number of venues and has been quoted in media publications. Committed to employee development and well-being at all organizational levels, Mike has championed and sponsored companywide diversity and “Women in IT” initiatives.
