Executive Perspectives: Flexibility, Collaboration, and Inclusion – Future of Talent Management
Senior Vice President, Global Human Resources
Nancy is responsible for BGRS’s people and culture strategies. This involves the leadership of the Human Resources and Learning and Development functions. Nancy has more than 20 years' experience in leading and collaborating with complex global teams in matrixed organizations. She brings a broad and diverse experience across a vast array of talent and culture practices including talent management, organizational development, culture transformation, total rewards, and mergers and acquisitions. Nancy leads all people initiatives designed to transform the BGRS employee and customer experience.
In recent years, Human Resources leaders steered their organizations’ workforce through constant change, as the rapidly evolving business environment and technological advances transformed customer and employee expectations. The fast-moving world of work continues to bring new skill gaps and talent shortages, as well as new ways of learning and collaborating. This places a stronger emphasis on the Human Resources functions to strategically partner with their organizations and drive the talent development agenda. Additionally, in response to the current pandemic, Human Resources teams joined the business leaders around the world in building a framework with practical approaches for keeping employees safe, while maintaining productivity and laying a path to business recovery.
Guided by our vision, by your side, looking ahead®, we’re focused on maintaining an organizational culture driven by a commitment to an outstanding customer experience, and able to anticipate change and rapidly adapt.
As a talent mobility service partner to some of the world’s largest organizations, we are in daily contact with our clients’ employees and their Human Resources functions, attuned to the realities of the changing workplace. Guided by our vision, by your side, looking ahead®, we’re focused on maintaining an organizational culture driven by a commitment to an outstanding customer experience, and able to anticipate change and rapidly adapt.
While the impact of the pandemic is unprecedented and unforeseen, the quality of organizational learning often makes a critical difference. For example, the current BGRS multi-year leadership development strategy, which started in 2018, focuses on the topics of emotional intelligence, resilience, agility, fostering trust, and leading through ambiguity in uncertain times. The skillsets gained from this learning curriculum were put to use in March 2020 when, in just under two weeks, all people leaders became virtual leaders as our entire global workforce migrated to remote working across 12 customer experience centers in seven different jurisdictions.
At the same time, BGRS’s Human Resources team guided the organization’s leadership through a strategic workforce planning initiative to ensure service continuity and employee safety while preserving employment and the company’s financial health. Subsequently, the Human Resources team’s attention immediately turned to support employee wellbeing. In close collaboration with the BGRS Business Continuity Planning team, various tools and resources, such as a health and wellness intranet portal, a twice weekly all-employee newsletter, webinars, support programs, and guidance for the people managers, were rapidly put in place. More than 80% of people managers surveyed in May rated the resources provided as very useful.
We are constantly refining our learning curriculums and critical new hire strategies, to both develop our existing talent and strategically broaden talent pools, in support of BGRS’s multi-year customer experience-led business transformation program.
We are constantly refining our learning curriculums and critical new hire strategies, to both develop our existing talent and strategically broaden talent pools, in support of BGRS’s multi-year customer experience-led business transformation program. In 2019, over 30 new hires joined BGRS in roles new to our organization and created as a direct result of our new technology and data ecosystem deployments and service innovation. We also remain strongly committed to employee diversity, equity, and inclusion. Our goal is to focus on a culture of belonging where we are engaging every employee to their full potential. It’s our global workforce of more than 35 nationalities, speaking more than 55 languages, guided by over 50% female leadership, all with diverse experience and backgrounds that makes a key difference in our ability to deliver an outstanding client and mobile employee experience, by your side, looking ahead™. As we prepare for and adjust our people strategies to the next normal, we remain committed to employee wellbeing and to nurturing an environment of flexibility, collaboration, and inclusion.