In today’s dynamic world of work, achieving success relies on more than just innovation. It hinges on a deeper, more nuanced strategy—one that truly harnesses a company’s most important resource—talent development. This involves instilling a culture of lifelong learning and democratizing opportunities, where employees can build a promising future for themselves.
Companies that fully tap into this strategy, not only elevate their performance, but they also gain a competitive edge. As highlighted in the 2023 Workplace Learning Report, organizational success is tied to individual success, with 82% of global leaders acknowledging that people strategy is central to business impact.
Take, for instance, TELUS International Philippines, a prominent provider of digitally enhanced customer experiences and business process solutions. The company’s dedication to nurturing team members’ professional development through substantial investments in training, development, and employee programs has consistently empowered their workforce but also contributed to their sustained success.
“It’s imperative that we invest in our most valuable asset: our people,” said Jeffrey John Dela Cerna, Human Resources Vice President at TELUS International Philippines and Africa. “Whether you aspire to acquire new skills or to explore diverse roles, our commitment to our team members’ growth is geared towards future-proofing their careers.”
Investing in talent and their future
People who aren’t learning will leave. The World Economic Forum estimates 40% of workers will require up to six months of reskilling by 2025, owing to the pace of adoption of technology, as well as the shifting of core skills. Thus, putting learning and development at the forefront needs to be a continuous process, aimed at nurturing the skills, competencies, and capabilities of employees.
TELUS International Philippines goes the extra mile by providing its team members with career opportunities, mentoring and coaching, leadership training, and technical skills development, ultimately enabling continuing education.
The future of its employees is intertwined with its holistic talent development strategy, which extends from entry-level positions to leadership roles. Dela Cerna explained, “Our team members’ growth path is a continuous conversation from the moment they enter the company. We align their career goals with the programs and activities that can transform those aspirations into reality, including giving them opportunities to move into progressive roles within the business.”
Arianne Joy Ramas, customer experience analyst at TELUS International Philippines, echoed the sentiment regarding career growth, stating, “I started as a customer service representative, became a subject matter expert, and now hold the position of quality analyst. The range of courses offered by TELUS International University allow us to pursue our interests and gain valuable skills in areas like language, digital, and analytics.”
Moreover, TELUS International Philippines’ License to Lead training program, designed to empower emerging people leaders, equips them with the necessary skills to effectively coach their team members, engage in career conversations, address day-to-day challenges, and develop talent.
Celso Borlaza Jr.’s success story is a validation of the company’s dedication to nurturing its people. Since joining the company in 2016, he has consistently displayed strong leadership potential and has earned a promotion to recruitment manager.
“What I appreciate about working here is that we’re encouraged to think about our future, with our careers, well-being, or financial wellness. We continuously enhance our skills and adapt to the evolving business landscape,” shared Borlaza.
Fostering a culture of employee involvement and feedback
Global Learning and Development General Senior Manager for TELUS International Philippines, Vic Catanghal, shared that he would consistently pose essential questions: “Is this approach truly effective? How has the input of our learners influenced the programs we are shaping?” The Learning and Development team works closely with operations and support teams to continuously enhance talent development programs to retain and motivate team members.
Beyond their creative workspaces and inclusive company culture, TELUS International Philippines empowers their team members to speak their minds. This culture of openness encourages collaboration and nurtures a deep sense of belonging.
“Our team members perform at their best when they receive a regular stream of feedback and insights, made possible through our regular coaching sessions, open-door policy, and other activities that enable our people to excel and better manage their priorities, interests, and goals,” added Catanghal.
It’s worth noting that the company’s most impactful and inclusive talent development programs were all developed based on feedback from its team members. Additional training opportunities were created for people leaders during the pandemic to enable them to efficiently and effectively engage hybrid or purely work from home teams. Also, digital enablement training programs were designed to help prepare people leaders to provide more digital solutions to their clients and customers.
Thanks to these initiatives, the company has witnessed a significant boost in employee morale, productivity, and innovation. Their team members feel valued and empowered, and this is clearly reflected in the company’s retention rate, which is meaningfully higher than industry standards. This can also be seen in the company’s recent Service Milestone Awards where over one thousand team members celebrated their 5th, 10th, 15th, and 20th year. TELUS International Philippines isn’t just talking the talk; they are walking the walk by actively investing in talent and fostering opportunities for all.
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