Infomate, a subsidiary of John Keells Holdings, was Sri Lanka’s first shared services centre, with the mandate to streamline, harmonize, and standardize processes across the John Keells Group, whilst driving SAP best practices, efficiency and automation. As Infomate turns 20, we reflect on its remarkable journey from a captive to becoming one of the country’s leading BPO / BPMs serving Fortune 500 customers, pioneering new models and technology solutions and a benchmark today for Sri Lankan BPMs.
At the centre is Jehan Perinpanayagam, Chief Executive Officer of Infomate, who has been with the company since its inception. He has shaped Sri Lanka’s BPM industry and positioned the company globally. Echelon sat down with Jehan to reflect on the journey spanning two decades, his vision, and the next chapter for outsourcing.
As the pioneer of shared services in Sri Lanka, how has Infomate influenced or contributed to the broader BPM industry’s growth in the country?
As the pioneer of shared services in Sri Lanka, Infomate played a catalytic role in shaping the BPM industry. John Keells, always a trailblazer, introduced shared services to the country, creating a ripple effect. Today many conglomerates and corporates have followed suit. This not only built confidence in the model but also gave visibility to Sri Lanka as a destination for BPM. From the outset, our goal was to make a positive impact on the industry and the country.
We actively work with our colleagues in the industry to promote the “Island of Ingenuity” brand, contribute to policy formulation, help build capacity and partner in several initiatives that are truly pioneering. As a past Chairman of SLASSCOM, and with many of our people contributing to the wider industry, we have consistently worked to raise standards, attract global recognition, and position Sri Lanka’s BPM sector for growth.
How has the transition from a captive shared service model to serving global clients shaped your service delivery model and internal culture?
I always believed Infomate was meant for big things and we received the strong backing and support of the JKH Group and its leadership. The shared services model gave us a strong foundation of processes, tools and methodologies. It also gave us the platform to dream big and back our aspiration to be a global BPM provider. Securing our first client in Norway made that a reality. International Marketing was always a challenge – Sri Lanka lacked the visibility of India or the Philippines, and the civil war and some of the other recent disruptions added headwinds. Yet we persisted. With world-class systems built under John Keells, the shift to global clients needed only adaptation, giving us confidence to scale successfully.
With a workforce that’s grown significantly, how does Infomate nurture talent, especially in connecting Sri Lanka’s youth and underrepresented communities to global career pathways?
Over the last 20 years, what I am most proud of are the careers we have helped build. Many joined us straight from school or in their first job, and today they hold leadership roles within Infomate, across John Keells, the wider business community and internationally. We pioneered Sri Lanka’s first rural BPM model, proving that we have capable talent across Sri Lanka. Our centres in Jaffna, Seenigama and Mahavilachchiya, along with our unique Finance Apprentice Programme have been central to that success.
We built a full learning ecosystem, from our L&D team and training lab to “Infomate University,” delivering content in AI, data science, automation, ERP and a variety of soft skills. Partnering with universities and accredited by all major accounting bodies: CA Sri Lanka, ACCA, CIMA, CMA, CPA and AAT, we ensure young Sri Lankans have clear pathways to global careers.
What do the next 5–10 years look like for Infomate, particularly in the context of emerging technologies like AI, RPA, and advanced analytics?
Over the next 5–10 years, technology will define Infomate’s growth. Innovation has always been central to us, from building Sri Lanka’s first supplier portal to embedding automation and AI across our services. This endeavour continues with platforms like BPOMate-Pro and our new payroll system. As AI, robotic process automation and advanced analytics accelerate, more routine work will be automated, allowing our teams to focus on higher-value, knowledge-driven services.
At the same time, we see enormous opportunities to scale. There is still significant opportunity, and we intend to capture it through partnerships, joint ventures and stronger international marketing. With the right mix of technology and positioning, we aim to expand our footprint and drive exponential growth while preparing our people for a future shaped by technology and innovation.
As Infomate celebrates 20 years, what message or legacy would you want to leave for the next generation of Sri Lankan BPM professionals and entrepreneurs?
As Infomate marks 20 years, my first message is one of gratitude – to my former and present leaders whose guidance shaped our journey, to the customers who stood with us, and our teams past and present. Brick by brick, they built this company, forged partnerships and shaped countless careers. At our core, Infomate is a purpose led company and we have always been passionate about making a difference: making a difference to our customers, to our stakeholders, our employees, to the industry and the country.
To the next generation of BPM professionals and entrepreneurs, my advice is to be bold, fearless and dream big. Start small if you must, but believe in your vision. Our own journey began with 60 people and has grown into one of Sri Lanka’s leading BPM exporters with a team of 600. With passion, perseverance and purpose, your dream too can become reality.