Leading with empathy
Inspired by the Buddhist practice of responding with awareness rather than reacting impulsively, Shamita Ghosh’s leadership style revolves around creating space for reflection, dialogue and growth.
She has always believed in giving people the space and opportunity to step forward. Well aware that often all someone needs is the right environment to prove themselves, she refrains from writing people off too quickly.
Empathy remains central to her leadership style, but over the years she has learnt that empathy works best when paired with clarity and decisiveness.
Today, as head-HR at BookMyShow, Ghosh leads with a philosophy forged through consistency and conviction: credibility is earned through how consistently you show up.
Shaping business outcomes
Early in her career, Ghosh realised that credibility in HR does not come from tenure. It comes from how well one understands the pulse of the business and the decisions one is willing to influence.
That realisation moved her from merely supporting people to actively shaping business outcomes. It also meant rethinking team structures and challenging hiring briefs when needed.
Though she was initially surprised by how quickly HR got defined by perception, she soon realised how much control she actually had over that narrative.
At BookMyShow, this plays out in very real ways. In a business that operates at the intersection of entertainment, technology and scale, talent decisions directly impact speed and experience. The HR function cannot afford to remain reactive.
“We have to anticipate what the business will need next. That’s when HR stops being a function and starts becoming a lever for growth,” she says.
For Ghosh, the role of HR does not end at hiring or structuring teams. It extends to shaping culture, how decisions are made, how people collaborate and which behaviours get reinforced over time.
Culture, in that sense, is not merely conceptual. It directly influences performance, speed and the quality of outcomes. It is something HR must actively build, protect and evolve as the organisation grows.
Of fading labels and building credibility
Never looking at challenges primarily through the gender lens, Ghosh has learnt that while biases may exist, credibility has a way of gradually reshaping perception.
Over time, she realised that consistent delivery, preparedness and clarity tend to outlast labels.
The moment one stops categorising every challenge and starts treating it as part of the job, situations are approached with greater clarity and far less hesitation. At the end of the day, it is about showing up prepared, staying grounded but confident, and letting the work speak for itself.
“While you may not control the biases in the room, you do control the consistency and credibility with which you show up,” she says.
“Credibility is built through consistency, not labels.”
A call for rewiring
The future of work is often discussed in terms of flexibility and structure. However, Ghosh believes the bigger shift lies in how quickly organisations can rewire themselves and adapt to changing realities.
At BookMyShow, the business is inherently dynamic, with consumer preferences evolving rapidly alongside the way experiences are built and delivered. Naturally, the approach to talent also has to remain fluid.
Roles evolve faster, teams are increasingly cross-functional, and learning has to become continuous and embedded within the flow of work itself.
Agility and nimbleness are no longer advantages. They are essentials. The ability to respond, recalibrate and move forward quickly is what will define organisations in the years ahead.
For HR, the role is not merely to enable change, but to remove friction, whether by simplifying decision-making, enabling faster hiring cycles or creating clearer career pathways within non-linear environments.
For Ghosh, growth and change matter only when organisations remain anchored in the values that define them.
Quick fire round
What’s the best career advice you’ve ever received?
Be consistent in how you show up, how you deliver and how you build trust.
If not HR, what career path would you have pursued?
A travel blogger, or perhaps a panda trainer.
What energises you most about your work?
The people I work with. That’s what makes the place.
One skill you’re currently working on developing?
To enjoy the art of public speaking.
Your definition of success today versus 10 years ago?
Peace of mind, a strong work culture and the ability to keep learning and evolving.
A culture of merit
For Ghosh, equality does not mean creating separate tracks. It means ensuring equal access to opportunities for everyone.
At BookMyShow, that philosophy has translated into a culture that is largely gender-neutral and merit-driven, where the focus remains on capability, potential and contribution.
She sees her role as creating an enabling environment where individuals feel heard, gain visibility and are encouraged to step forward.
Asked whether she actively supports and sponsors other women in her organisation, she says, “When systems are fair and consistent, you don’t need separate interventions. You create a culture where everyone, including women, can thrive.”
Without integrity, trust and humility, she believes, everything else including collaboration, performance and growth becomes difficult to sustain.
“Fair and consistent systems create cultures where everyone can thrive.”
Gratitude to the mentors
“It is rarely one person, but a series of people and experiences that shape you, both professionally and personally,” observes Ghosh.
She has been fortunate to learn from many people over the years, but one of her earliest influences was a professor she worked with at the start of her journey.
What she remembers most is the simplicity of his approach, his consistency and the way he remained grounded while always acting with integrity.