When Carla V. Racho, President and COO of ISSI Corp, along with Emee Tan, Organizational Development Officer for Strategy and Sustainability, arrived at Marvel Stadium, Melbourne for the 28th Australasian Shared Services & Outsourcing Week (SSOW), they represented more than just their company—they carried the collaborative spirit and excellence that would forge meaningful connections throughout the conference.
From May 12-14, 2025, the Philippine delegation under IBPAP (IT and Business Process Association of the Philippines) made their mark at one of the industry's most significant gatherings. The theme, "Empowering Shared Services as a Strategic Force," resonated deeply with the seven Filipino companies present, each representing the vibrant dynamism of the Philippine BPO sector.
For Carla, this wasn't just another business trip, "We were able to establish relationships with colleagues in the BPO sector," she reflects warmly. "The companies who participated have different offerings. I don't think they're competitors so much as colleagues." This perspective shift from competition to collaboration reflects the relationship-centered approach that has become her hallmark.
The event, organized by the Shared Services and Outsourcing Network (SSON)—a community of over 120,000 professionals worldwide—provided the perfect intimate setting for meaningful connections. This gathering of less than 200 participants allowed for genuine relationship-building.
Perhaps the most touching aspect of Carla's journey was her encounter with Dr. Joseph Soalheira, a recognized worldwide thought leader in Shared Services, who conducted a discussion on transforming Shared Services Organisations (SSO) into a global business powerhouse. The connection was immediate and profound. "Whenever he would talk about the Filipinos, pertaining to our group, he would get slightly teary-eyed," she recalls. This moment crystallized something Carla has long believed: "Everything is personal, everything is a relationship. Before you listen to a person, hear them first, or get to know them, because our authentic love for others resonates even without saying a word."
The nature of meaningful connections continued throughout the trip. From meeting government representatives to reconnecting with old colleagues, each encounter reinforced the truth that genuine relationships transcend geographical boundaries and business transactions.
The pandemic years had inadvertently created isolation for many businesses, ISSI Corp included. "For the longest time we were siloed because of the pandemic," Carla admits. "We did not realize ISSI Corp would grow this much, and during the pandemic, we were just busy surviving or keeping the business alive."
But emergence from this period brought unexpected confidence. Standing among international peers, Carla discovered something remarkable: "I'm very proud of what we have. It's at par with the quality that multinational companies can also offer." This isn't mere corporate pride—it's the recognition of genuine excellence that comes from years of dedicated service and continuous improvement.
What sets Carla's approach apart is her fundamental belief in authenticity over transaction. "Going there, [I was] not thinking about selling for ISSI Corp, but more on representing ISSI Corp and the values that we have, and attracting a potential partner, or a client, that would resonate to those values."
The trip also reinforced ISSI Corp's positioning within the global business services landscape. From presenting at the Philippine Consulate General in Melbourne to representing the Philippines alongside industry peers, Carla and her team elevated not just their company's profile, but their country's reputation in the global market.
As the shared services industry heads toward 2030, the themes of transformation, AI integration, and customer excellence dominate industry conversations. But Carla suggests that the most significant transformation might be in how we approach business relationships themselves.
"Although we want to measure results, we're also striking a balance about relating to others or relationships more," she reflects. "I think the business will come naturally. It will follow. But it’s important to be a good human being first, [to] listen first before we speak, [and to] genuinely care and be sincere towards your intentions with others."
This philosophy—relationship before transaction—positions ISSI Corp not just as a service provider, but as a genuine partner in their clients' success stories.
Perhaps the most profound insight from Carla's journey is her understanding of patience and faith in relationship-building. "Sometimes you plant seeds, and it takes a while. But when you do, when you show up like we did there, things just happen naturally."
This metaphor speaks to a deeper truth about business growth in the modern era. In a world driven by immediate results and quarterly metrics, the most sustainable success often comes from patient cultivation of genuine relationships.
As ISSI Corp continues to expand its global footprint, the lessons learned in Melbourne will undoubtedly influence how they approach new partnerships. The Australian market represents not just a business opportunity, but a validation of their approach—proof that quality, authenticity, and genuine care for others can compete successfully on the global stage.
The 28th Australasian Shared Services & Outsourcing Week may have lasted only days, but its impact on Carla V. Racho and ISSI Corp will resonate for years to come. In an industry increasingly focused on technological transformation, their experience serves as a powerful reminder that at the heart of all great business relationships lies a simple truth: people do business with people they trust and respect—those who provide peace of mind.
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