Words from the wise #3: Jeff Puritt (CEO of TELUS International)

Words from the wise #3: Jeff Puritt (CEO of TELUS International)

The DNA of a firm often starts from the values that are instilled by its leaders. In my career, I have been part of many firms but few who have such a clear set of core values so well established that it is reflected so widely in the firm. 

What stood out for me for TELUS International, a global BPO with over 75,000 employees and footprint around the world, is its commitment to give back and be part of the communities where it is in. From the first set of people I met from TELUS, Rajiv and Warren, to so many others, they constantly talk about their annual Day of Giving when the entire firm comes together to give back to the community in their own way.

This past year, I was able to join in one where we visited a local school in Manila to paint and rebuild classrooms and common areas. The day was highlighted by the fact that the community event brought the entire company together, including its CEO Jeff who flew from halfway around the world to join the event.

Though I had met Jeff before, I wanted to learn more as I was inspired by him and how he has led TELUS International for over 15 years. So, for today, I am happy to showcase Jeff in Words from the Wise. 

His story is as fascinating as it is insightful into why he leads the way he does. I hope you enjoy it as much as I did.

#DeliverbyWenSzuLin #TheUntaughtLessons

Q1: Tell us about yourself!

My name is Jeff Puritt and I’m the President and CEO of TELUS International, as well as a proud husband, father, and grandfather! I have the privilege of leading a team of nearly 75,000 passionate individuals in 30 countries who are committed to driving digital transformation and making meaningful, positive impacts in the communities where we operate.

I often refer to myself as a “recovering lawyer,” having begun my career in law in 1989 after I wrote the LSAT because of a dare from my older brother who planned to take it. Truth be told, when I arrived at law school in 1984, I remember feeling a little out of place because it seemed that my classmates had all known they wanted to be lawyers since they were in the womb. I worked as a criminal defense attorney for almost three years, hoping to develop and hone my oratory skills, before finding that my moral compass was not well aligned with my customer constituency; so I moved to commercial litigation, then corporate commercial work and ultimately served as in-house counsel to a technology company before giving up the practice of law in favor of a career in business. 

Another major influence in my life was the unique opportunity I had to spend some of my childhood in Africa. When I was 14 months old, my father, a PhD candidate in anthropology, moved our family to Tanzania, where we lived for almost two years in a mud hut a third of the way up Mount Meru so he could immersively study the Meru tribe and their culture–I actually spoke Swahili before I spoke English! The years I spent in Africa, first in Meru and then while my father taught at the University of Dar es Salaam, made a lasting impression on me for so many different reasons, including instilling in me a deep commitment to diversity, equity, inclusion, and social justice. That's a large part of why I’m so proud to lead a company where giving back in the communities where we live is of such foundational importance.

I’m also proud to lead a company that is committed to a culture of innovation and pushing the boundaries of what's possible, and a team that’s dedicated to leveraging technology and agile methodologies to drive growth and success for our clients. Together, we are building a brighter future, one that is grounded in empathy, care, and dedication to our team members and the global community.

As for my personal life, candidly, what I do at work is so rewarding it doesn’t feel like work to me - and I spend a lot of time doing just that! I particularly enjoy travelling to our sites around the world to marinate in the business, meet with team members face-to-face and volunteer alongside them. When I’m not working, I love spending time with my growing family, watching movies and trying new foods.

Q2: You've been leading TELUS International for over 15 years now, what continues to drive and inspire you everyday?

It's been an incredible journey over these past 15 years, and what continues to drive and inspire me every day is the unwavering commitment of our team to our core values and caring culture. Witnessing the impact of our TELUS Days of Giving, during which our team members come together to volunteer and support local community initiatives, and the many other ways our company contributes to creating a better future genuinely energizes me.

As we navigate this exciting new era of digital transformation and customer experience, I'm particularly enthusiastic about how the technology in this sector evolves in leaps and bounds - just look at generative AI, for example. It’s inspiring to see how digital transformation enables our clients to do better with less, which is especially crucial in today’s challenging macroeconomic context. Each day, our team explores and invests in next-generation digital solutions and automation to drive enhanced customer experiences, helping us to stay ahead of the curve in offering innovative and disruptive solutions to our clients, empowering them to thrive in an ever-evolving digital landscape. It’s exciting stuff!

Additionally, it’s a source of inspiration, and a challenge, to maintain the entrepreneurial spirit that fueled our growth from our first center in Manila in 2005 - to a global-leading business. As we continue along our growth journey, my goal remains to keep the inspiration as we build the institution. To continue achieving our ambitious goals and success, it’s critical that we preserve the core values and can-do attitude that we have collectively developed and nurtured over the years.

Section 2: Untaught lessons

Q3: What advice would you give your younger self?

I think it would be to not shy away from taking risks - words I’ve tried to live by most of my life. I strive to demonstrate to my team through my own actions that we can embrace the fact that we will make mistakes, so long as we learn from them. Failures are just stepping stones that help us grow and do better. There’s great tuition value in learning life's lessons firsthand - think of the classic example so many of us go through as children: being told not to touch a hot stove versus actually burning yourself – the latter leaves a lasting impact and helps you truly understand the consequences.

I would also tell my younger self that experiencing imposter syndrome is normal and not exclusive to any particular group. Even the most successful executives in the world don't have all the answers all the time, which in fact provides an extraordinary opportunity to surround yourself with people far smarter than you! Indeed, I truly believe the best way to learn is by embracing each and every opportunity that comes your way, even if it's outside of your comfort zone. Raise your hand - proactively request to take on new challenges, and you’ll soon build yourself a reputation as someone who can get things done or quickly learn how to do so. That kind of perseverance, grit, and determination are valuable assets in any position or industry. And by investing time and effort in developing knowledge, experience, and skills, then you'll be better prepared to seize opportunities when they “knock.”

Q4: What is a superpower that helped get you to where you are today?

This links back to something I alluded to in my previous answer: embracing vulnerability. I credit a lot of my success to learning that while it might seem paradoxical, vulnerability is a display of strength, not weakness. By authentically sharing our vulnerabilities and speaking truthfully about our experiences - including our failures - leaders embody a growth mindset that encourages trust and connection with others. If you want your team to reach their highest potential, they need the space and permission to share ideas and try new things. And If you want to keep your best people, they need to feel heard, valued, and seen — and none of that exists without the first step of vulnerability.

I like to keep in mind the funny yet insightful quote from iconic comedian George Burns: "The key to success is sincerity. If you can fake that, you've got it made." Authenticity and sincerity are crucial for long-term success. People will see through insincerity eventually, and they won't follow leaders they can't trust. So, be true to yourself, embrace vulnerability, and cultivate an environment where your team members feel comfortable doing the same.

Q5: How has your view on life changed as a result of the COVID pandemic?

I often say that during the height of the pandemic, I felt a bit like a caged animal. I couldn’t wait to reconnect with my colleagues around the world; visiting our teams in our different regions is one of my favorite things about my role. In-person connections are so important, and so valuable. 

That said, the experience of seeing my colleagues in their homes, interacting with their families and pets, seeing the art and decor in their homes, and learning more about them personally has deepened my understanding and appreciation for their lives beyond work. Rather than viewing personal interruptions during calls as distractions, I embraced them as opportunities to connect with my colleagues and their families. Whether it’s their dog jumping up on their lap or their daughter singing in the background, these interactions have enabled me to find more common ground and shared interests, which fosters deeper connections.

Additionally, the pandemic accelerated digital transformation across various industries, increasing the need for solutions like those offered by TELUS International. As businesses adapted to remote work and embraced new technologies, our services became even more crucial in facilitating this rapid transition and ensuring seamless digital experiences for both colleagues and customers. It’s an exciting time to be in business.

Section 3: Fun Facts

Q6: If you had the chance to choose another career path what would it be?

I truly love what I do, so that’s a tough one to answer! I suppose if I absolutely had to choose another career path, it would probably be teaching. When I was a practicing lawyer, I taught part-time at the university. I really enjoy the opportunity to be surrounded by students and their appetite for knowledge and learning; I find their enthusiasm and energy quite infectious. But again, I’m a TELUS International team member through and through, and I really can’t imagine enjoying anything more!

Rapid fire: Please just select one preference that comes to mind first

• Jack of all trades or master of one? Jack of all trades

• Rule-follower or rule-breaker? Rule-breaker

• Keeping traditions or building new practices? Building new practices

• Passion or purpose? I could never choose, they are one and the same for me - my passion is my purpose.

• Money or fame? Either would be fine. But for me, it still comes back to the passion AND the purpose!