A Guide to Enhancing Client Experience & Service Excellence in Shared Services
Register
Outsourcing has evolved far beyond cost savings. Today, leading organizations are focused on building strategic partnerships that drive innovation, deliver superior customer experiences, and create resilience in a rapidly changing world.
For U.S. businesses, the need to diversify delivery footprints and ensure around-the-clock service has never been greater. This is where Fiji is stepping up as a compelling outsourcing destination. In this session, we will spotlight how Fiji’s outsourcing industry helps shared services businesses, including Digicel, achieve operational excellence while managing risk.
With its skilled talent pool, competitive costs, strong infrastructure, and proven ability to provide 24/7 customer support, Fiji offers U.S. companies a powerful alternative to traditional outsourcing hubs. Drawing from Fiji’s experience, participants will gain the Top 5 Tips the country has offered Shared Services businesses when partnering with its outsourcing sector:
• Building trust and transparency as the foundation of collaboration
• Harnessing Fiji’s customer-first mindset to deliver exceptional CX
• Embedding flexibility and innovation into outsourcing models
• Driving measurable performance and continuous improvement
• Strengthening resilience through risk diversification and around-the-clock support
To bring these lessons to life, Digicel, a leading logistics telecommunications provider, will share a case study showcasing how Fiji’s outsourcing sector supports large-scale, complex operations while maintaining service quality and continuity. For U.S. organizations exploring new delivery markets, this webinar offers practical strategies and a clear look at why Fiji is more than a tropical paradise, it’s a rising force in global outsourcing, ready to help future-proof your partnerships.
Speakers
Josefa Wivou
Executive Director
Outsource Fiji
Josefa Wivou leads Outsource Fiji, the government-backed body driving Fiji’s emergence as a strategic nearshoring destination in the Pacific. With extensive experience in aviation and regional business leadership, Joe brings a strong track record of expanding markets and forging high-impact partnerships. He is focused on elevating Fiji’s outsourcing sector by championing workforce development, policy advocacy, and creating sustainable global business opportunities. Under his leadership, Outsource Fiji is committed to helping U.S. businesses tap into Fiji’s unique blend of cultural affinity, skilled talent, and competitive advantages.
Bhavisha Lal
Head of Shared Services – Pacific Hub
Digicel Central Resources (Fiji) Limited
Bhavisha Lal currently leads the Shared Services Finance function for Digicel Pacific, overseeing backend finance operations across Fiji, Samoa, Tonga, Vanuatu, Nauru, and Papua New Guinea. She holds a Bachelor of Commerce and a Bachelor of Property from the University of Auckland and is a qualified Chartered Accountant in New Zealand. She is also a member of both Chartered Accountants Australia & New Zealand (CAANZ) and the Fiji Institute of Chartered Accountants (FICA). Her career began at Ernst & Young New Zealand in audit and assurance before she transitioned into commercial finance with Healthscope NZ, the country’s largest pathology service provider. Following her marriage, she relocated to Fiji and joined Digicel, where she has held various roles, including Financial Controller and Project Lead for Mobile Financial Services within the Fiji Hub cluster, before assuming her current leadership role.
Amit Ahalawat
Regional Head of IT
Digicel Pacific
Amit Kumar Ahalawat is a dynamic IT and Telecom leader with more than 21 years of international experience spanning Europe, Asia, Africa, and the Pacific. He currently serves as the Regional Head of IT at Digicel Pacific, where he oversees IT operations, digital transformation, and large-scale technology programs across six Pacific nations. In this role, he manages over 2,000 servers, more than 50 business-critical applications and services, and provides technology support to 2,000+ employees and approximately 3 million subscribers. His expertise covers cloud computing, cybersecurity, artificial intelligence, Internet of Things (IoT), enterprise applications, and advanced telecom services, including the rollout of 4G and 5G networks. Before joining Digicel, Amit held leadership positions with global organizations such as IBM, Tata Communications, Reliance Communications, VSNL, and Airtel, where he successfully led high-impact transformation programs across multiple regions. Amit holds an International Executive MBA from Belgium and a Bachelor of Technology in Electronics & Communication Engineering from India. He is also globally certified in PMP, CISM, and ITIL, and has completed advanced training in Generative AI from MIT and PMI.
Sponsors
Register
