HML’s head of quality and compliance Anushua Biswas has won the National Outsourcing Association’s (NOA’s) Award for Academic Achievement.

Competing against four other shortlisted candidates, Anushua’s winning paper investigated the conflicting issues surrounding client and servicer cultures in an outsourcing organisation.

Anushua commented: “Being employed by a servicer but working exclusively for an on-site client can leave some employees feeling disorientated, especially if the two cultures clash. It is something we have experience of in HML, but is a big issue for the outsourcing industry as a whole.