We are constantly striving for excellence in everything we do in order to exceed our clients’ expectations. In this context, we have been evaluating our ability to attract and retain the right people and the way we develop our talents.
Many of our employees have highlighted the need for bringing to light the great opportunities our company can offer. There are tons of examples of people who have developed great careers here at Transcom. In fact, over 85 percent of our managers are recruited internally. We showcased a few in our latest annual report, and there are many more role models standing in line to show the opportunities that exist here at Transcom.
Our HR team has been working on a global solution together with people from all functions in order to ensure that we identify talents and develop our employees, so they can take on more challenging tasks. This is key to our continued success. The solution will help us manage succession on all managerial levels as well as identify the talents we have so we can help them grow and develop. I am also convinced that a well-defined career path will increase motivation even more!
Transcom’s Talent Management also supports our vision of being recognized as a global leader in customer experience. I firmly believe that talented, passionate and innovative people are fundamental to delivering an outstanding customer experience. Effective tools and systems are becoming more important, but our true differentiators are our people!
The process looks like this:
As shown above, the Talent Management process runs in parallel with, and augments, Transcom’s annual performance management cycle. Our employees will also be involved in assessing their managers, further strengthening the management skills in our business. Even though all employees are very satisfied (>87%) with their managers – as reported in the annual Voice of Employees – we know we can improve further.
I am convinced that our service excellence will benefit from the supporting processes we are now implementing. Stay tuned for news on our progress, including stories of how we develop our people across our global organization.
Jörgen Skoog, Global HR and Operations Director