Great employee experiences key to business growth, success
We often hear or read companies professing that their people are their number one asset. Upon closer examination, it is no surprise many organizations will be found wanting. But not Sitel. Here, people first is a mantra that its leaders live by, being deeply ingrained in the company’s culture. And it is seen and felt across all levels of the organization.
Sitel’s people first culture drives its Human Resources practice. Haidee Enriquez, vice president of Operations at Sitel Philippines, is a huge proponent of people first and a believer that providing great employee experiences is key to business growth and success. Enriquez recently won the People Manager of the Year given by the People Management Association of the Philippines (PMAP).
“Sitel has evolved for the better – we now focus on giving our people the best in terms of (employee) benefits, training and development, and investing in technology. Our people programs have made Sitel a preferred employer in communities where we operate,” Enriquez said.
Career shift
Shifting from a career in Human Resources to Operations was a good decision for Haidee. Her HR experience made her uniquely positioned to manage people-intensive companies such as Business Process Outsourcing (BPO) operations. After completing her executive management education at Harvard Business School, Enriquez joined global BPO company, Sitel, in 2009 as vice president of HR for Asia Pacific, handling several HR disciplines, from recruitment to compensation and benefits, talent management, and organizational development.
In 2014, Sitel created the global HR Centers of Excellence and Enriquez was chosen to lead talent acquisition (or recruitment). “It was an enriching experience because it exposed me to best-in-class talent acquisition strategies and practices, cutting-edge technologies and tools,” Enriquez said.
After six years in HR, Enriquez decided to shift to Operations. “I had extensive operations experience before going into HR, so moving back to Operations was not a radical change. The program I took in Harvard also prepared me well for a broader general management responsibility.” Haidee said her HR background gave her a distinct advantage of understanding both the drivers of business results and good people management practices.
Finding and nurturing the right talent
Enriquez has always upheld the importance of finding and nurturing the right people. “It might sound blasé, but having the right people in the right job is really critical. And it doesn’t stop there, because as leaders, we must ensure that employees have the tools, resources and support they need to be successful.”
“We build talent at all levels. What makes Sitel’s approach different is that we don’t just develop the skills and competencies of Sitel employees, we also invest in resources to develop the skills of aspiring BPO professionals,” Enriquez proudly shared.
Sitel’s growth in greenfield areas also saw the need for mid-level managers. To better prepare managers, Sitel started the “PathFinders” training program designed to equip line managers from other industries with the competencies to manage contact center operations.
Looking ahead
As vice president of Operations for Sitel’s first center in Puerto Princesa, Palawan Enriquez said her vision is for Palawan to be known not just as “the best island in the world” but also as “the best contact center destination globally.” “It took a lot of courage and foresight to become a trail-blazer and a first-mover in this market. Fortunately, I work with a visionary chief operating officer who is also a results-driven leader. Our partnership with the local government units, the academic sector, and community stakeholders helped tremendously,” Enriquez said. Sitel’s Puerto Princesa center became the city’s largest direct employer in just a year of operations – proof that pushing boundaries and taking risks can make a profound difference in this market.
“I find challenge and a sense of purpose in turnaround and start-up business situations. If I didn’t take on the challenge of leaving my HR comfort zone to lead Sitel’s expansion in Palawan, I would have deprived myself of the sense of fulfillment that comes from being part of this milestone project. I am proud that Sitel Princesa has given jobs and auxiliary businesses to thousands of my fellow Palaweños and that we have positively contributed to this community,” Enriquez said.