Enhancing Engagement with the New-Age Workforce

Mariquit Sison, Human Resources Director, Willis Towers Watson

In an interview with HR Tech Outlook, Mariquit Sison, human resources director of Willis Towers Watson (WTW), sheds light on talent attraction and retention, through strategies that prioritize employee well-being, personalized experiences, and technology integration.

Could you brief me about your experience in the HR space?

With over 30 years of experience in HR, I have a diverse background working in various industries including FMCG with Johnson & Johnson, as well as banking, IT, and call center sectors. Currently, I hold the position of HR Head at WTW, an HR consulting and brokerage firm. Our core focus revolves around managing people, mitigating risk, and optimizing capital. Within my role, I oversee the operations of our shared services center located in Manila, ensuring efficient delivery of local HR services while meeting the global service requirements of our client base.

What are the challenges that are prevalent in the industry today and how are you addressing these challenges?

In the current economic landscape, HR leaders face the challenge of attracting and retaining top talent amidst hypercompetitive conditions and inflationary pressures. It is crucial to balance the organization's profitability while strategically managing the workforce. Merely increasing headcount without thoughtful consideration of financial implications is not sustainable. However, attracting talent necessitates the traditional approach to offering competitive compensation packages.

To truly make a difference in employee engagement, it is essential to go beyond salary increments and focus on enhancing the overall employee experience. This entails being agile in addressing diverse workforce needs and recognizing that a one-size-fits-all approach no longer suffices, especially with the emergence of Generation Y and Z in the workplace. As the digital and globally connected generation, their integration into a workforce primarily led by Gen X and boomers presents an interesting dynamic.

Thought leadership is vital for effectively balancing these complexities and finding creative solutions. HR leaders must navigate these unique challenges and proactively adapt strategies to foster a harmonious work environment.

Could you provide insights into your organization's retention and attraction policies that contribute to fostering a harmonious work environment for employees across different generations?

Many crucial factors contribute to effectively ensuring career development, work-life balance, and fostering a strong connection between colleagues and the company's purpose. We prioritize a comprehensive approach to total rewards, and our organization is privileged to offer flexible benefits to our valued colleagues.

While it may seem convenient to solely focus on increasing monetary compensation, we recognize the importance of providing employees with a range of benefits, choices, and support for their overall well-being. This approach enables us to cater to the diverse needs of different generations within our workforce. For instance, more tenured employees with families often prioritize robust retirement plans, while younger colleagues may place greater emphasis on vacation time and well-being initiatives.

While there are foundational core benefits in place at WTW, our flexible approach allows us to address the specific factors that are crucial for attracting and retaining top talent, even with varying needs. We believe in engaging with employees as individuals, considering their unique realities, particularly in the context of remote work arrangements.

The boundaries between the traditional office setting and personal life have blurred, making it essential to prioritize their overall well-being. By acknowledging and addressing the holistic needs of our employees, we create an environment where they can thrive, personally and professionally, and make a positive impact within and beyond the workplace.

How is technology influencing the HR industry?

In my experience, I have witnessed the remarkable evolution of technology and its transformative impact on the field, enabling the shift to more value-added work with the support of a robust HRIS.

About six years ago, we established global HR services in Manila, leveraging ServiceNow as our platform of choice. This transition marked a significant change journey, as employees were accustomed to engaging with HR personnel in person. The adoption of a service ticketing process proved to be invaluable, providing enhanced visibility into the progress and resolution of requests.

Looking ahead, our focus is on making HR services more personalized while maintaining efficiency. We are exploring investments in chat-based technologies to facilitate more humanized interactions. The goal is to strike a balance between leveraging technology for optimizing operations and delivering a personalized experience.

What is your advice to your peers in the industry?

Ensuring employee well-being extends beyond mere career aspirations and encompasses their personal growth and fulfillment. It is essential to create an inclusive and diverse work environment that goes beyond superficial statements and truly demonstrates empathy. This commitment should permeate all aspects of the organization, including career development opportunities and aligning with the values and purpose of the company.

It is crucial to understand what truly matters to each employee and respond with agility. This requires open communication regarding what the company can offer, as well as acknowledging any limitations. By fostering close alignment with company values and purpose, employees will feel a stronger connection to the organization, leading to improved engagement and loyalty.

Financial

ServiceNow

Agile

HRIS