Zahra Merchant is the Vice-President (VP) of Global Service Management at Thomson Reuters, where she is leading the transformation and expansion of the company’s technology service management practices. With over 20 years of practical and proven experience in Technology Service Management across various industry sectors, Zahra has been a valuable asset to Thomson Reuters since joining the company. A passionate customer service enthusiast, Zahra consistently integrates the customer perspective into all aspects of technology service management. Her commitment to delivering exceptional customer service experiences is matched by her dedication to inspiring and uplifting young women in technology.
In addition to her professional accomplishments, Zahra is an active community volunteer and an advocate for responsible AI and its future impact on the workplace. Outside of her professional and volunteer commitments, Zahra enjoys unwinding with a good book on her deck, lifting weights at the gym, or engaging in a spirited game of Monopoly with her niece and nephew.
Recently, in an exclusive interview with Digital First Magazine, Zahra shared her professional trajectory, insights on diversity and inclusion in tech, her favorite quote, future plans, words of wisdom, and much more. The following excerpts are taken from the interview.
Hi Zahra. Can you walk us through your background and what you’re most passionate about in your work?
I began my career as a technical writer, leveraging a background in English, Economics, and Telecommunications Management. Early in my career, I transitioned to a management consulting firm, working on diverse technology projects globally, which expanded my industry expertise. Returning to Toronto, I delved into IT Service Management within the utility industry and then within financial services, where I spent the majority of the past two decades. My passion for integrating technology, process, and people has led me to become a Transformational leader in the digital space. As a woman in technology with a non-linear career path, I am committed to creating opportunities for young women entering the field.
What aspects of your current role bring you the most joy and fulfillment?
I find great joy in coaching, teaching, and mentoring others. My role involves leading change, which can be challenging. I feel fulfilled when I witness someone having an ‘aha’ moment or becoming inspired to lead, grow, and learn.
How do you leverage technology, such as AI and automation, to enhance service management capabilities and improve customer experience?
Technology is integral to modern life, with AI and automation enhancing both personal and professional spheres. In service management, tools for workflow automation and ticketing have evolved significantly over the years. Modern advancements, such as chatbots and intelligent automation, streamline routine tasks and enable predictive capabilities. AI leverages event and monitoring data to facilitate informed decision-making with minimal human intervention, allowing teams to focus on strategic tasks. It simplifies tedious tasks like updating tickets and searching through data, improving efficiency. However, it’s crucial to ensure that AI and automation address pain points and enhance service quality while maintaining a human touch.
What impact do you believe increased diversity and inclusion would have on innovation, creativity, and progress in your industry?
I believe that diversity and inclusion are integral across all industries, particularly in technology. Diverse thoughts and perspectives enhance problem-solving, inform recruitment, and the ability to provide excellent service to a global customer base. A pluralistic and inclusive environment fosters innovation and creativity, which are essential for progress.
What leadership qualities and skills do you believe are essential for driving growth and transformation, and how do you embody those qualities in your own leadership style?
To drive growth and transformation, a leader must possess tenacity, confidence, a clear vision, transparency, the ability to relate to people at all levels, and strong communication skills. Transformational leadership is challenging, especially at the outset, requiring resilience, the ability to inspire and unite teams, and perseverance through difficulties. A clear vision, defined path, and a compelling reason for change make success attainable. Leaders should instill a sense of possibility and progress, even in tough times. I try to embody these principles in my leadership style and approach. One of the main tenets of my leadership style is to embrace and promote a continual improvement mindset and remembering my mantra of progress over perfection.
Who has been a personal role model or mentor to you throughout your career, and what qualities or characteristics have you admired or emulated?
Throughout my career, I’ve been inspired by several role models and mentors. My parents, who immigrated to Canada with my sister and me, demonstrated immense courage, strength, and resilience, always striving to provide us with a better future. Additionally, I’ve been fortunate to have mentors who believed in me, offered opportunities for growth, and supported my development. I aim to emulate these qualities and remember the valuable lessons from my journey.
How do you keep your mind healthy and stay resilient? And how do you motivate your team?
After reading the “5 AM Club,” I was inspired to enhance my morning routine, which now includes exercise, mindful eating, and spiritual practices. I also find fulfillment in community volunteering. I strive to motivate my team by highlighting their potential, leading by example, and fostering a growth mindset where it’s okay to fail and learn. Additionally, I incorporate humor and fun into our meetings to create an enjoyable work environment.
What is your favorite quote?
My favorite quote is one my dad used to say to me every morning: “Early to bed, early to rise, makes one healthy, wealthy, and wise.” In addition, I also love the quote “Perfection is the enemy of progress.” Both quotes encapsulate important principles for living a balanced life.
Where do you see yourself in the next 5 years?
In 5 years, I see myself continuing to lead change in the rapidly evolving technology space. I hope to dedicate more time to my passion for inspiring and supporting young women in their technology careers. Additionally, I aspire to engage more in motivational speaking, sharing insights and encouraging others. I’m also excited about the possibilities that responsible AI will bring to the future of work and look forward to being part of that transformative journey.
What message or advice would you give to young women or girls who are interested in pursuing a career in tech?
My advice to young women aspiring for a career in technology is multifaceted: First and foremost, be confident in your knowledge. It’s common to feel imposter syndrome in technology discussions, but your voice and insights are valuable. It took me years to find my voice, often being overshadowed by louder, male voices.
Second, know and believe in your worth. Understanding your value is crucial in navigating your career.
Third, find your tribe. Join groups that focus on women in technology, seek out mentors and allies, ask questions, and stay curious. Building a supportive network is essential for discussing challenges and finding encouragement.
Lastly, be your authentic self and believe in yourself. With self-belief and authenticity, you can achieve anything you set your mind towards.