Great Workplaces™ are Better Together – Synchrony

XYRIS TAPIA

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Changing with the Times  

The effects of the Coronavirus (COVID-19) have been felt across the business and around the world. As the situation evolved, Synchrony Global Services Philippines, Inc. decisively put plans and protocols in place to support the health, wellness, and safety of their employees across the globe.  

Prior to the implementation of the Enhanced Community Quarantine (ECQ) in Luzon and Cebu, Synchrony has enforced precautionary measures to protect their employees. This included increased cleaning of their sites; distribution of additional hand sanitizers throughout all possible locations, including company shuttles; promoting physical care and proper handwashing techniques among associates; carrying out temperature scanning in their sites; eliminating large group gatherings; restricting business travel and required reporting of personal travel. They also reconfigured workspaces to spread out teams who needed to be in their offices, going beyond the standard social distancing guidelines from the CDC (Center for Disease Control & Prevention); and added on-site healthcare professionals at their largest sites.  

When the ECQ was enforced by the government, Synchrony was allowed to continue operating with a skeletal workforce, as their industry was one of the few considered vital in supporting economic health and stability. Nonetheless, they introduced additional programs to ensure the comfort, health and productivity of their teams.  

Providing for Employees First  

One of the first steps taken by Synchrony’s leadership was to contract hotels near their Manila office in Alabang to accommodate employees much closer to work. Transportation services were provided to and from these hotels, as well as free onsite meals. In addition, employees were given a generous onsite allowance per day that they report for work.  

Other employees who did not have to leave their homes received financial assistance equivalent to their daily basic pay. These included those who were 60 or older, pregnant, or with underlying health conditions such as diabetes, heart disease or lung disease. The home quarantine assistance did not have any impact on their leave credits.  

Similarly, employees in their Cebu site were provided flexible work arrangements including near-site temporary accommodations and likewise, free onsite meals, transportation arrangements, and onsite work support allowances.  

Stepping Into the Future  

Synchrony Philippines has taken another step forward by focusing on moving all employees to work from home. Desktop units have been delivered to employees’ homes to equip them with the tools needed to provide excellent customer service, amplified by the extension of a daily work allowance for call-taking staff during the introductory period. They also extended a monthly data communications allowance to cover employee-provided internet connection, a one-time reimbursement of speed upgrades for those with internet connection below 5mbps, and pocket wi-fi or fixed broadband solutions for those without internet at home.  

To ensure the well-being of the people at the heart of their business, Synchrony Philippines has reinforced on benefits and financial aid, among these – covering the cost of co-pays for virtual doctor consultations, a Special Wellness Pay-out to help with the purchase of necessities and other health provisions during the quarantine period, prorated 13th-month pay from January to March 2020, and a one-time, special bonus for associates and front-line leaders in their contact centers, regardless if they were part of the skeletal workforce, working from home, or under enhanced quarantine, as a token of gratitude for the essential role they were playing in assisting customers.  

With fewer people coming into their sites, Synchrony Philippines’ leadership believe that they are better able to protect the health and wellbeing of their team members, as well as their respective families and communities, by reducing the risk of exposure and spread of the disease.  

One Synchrony  

Most importantly in this time of crisis, Synchrony acknowledges that the communities where they belong to play a significant part of who they are. This is why they are committed to giving back and has pledged USD $5 million to help local and international organizations assist areas that have been gravely affected by COVID-19. They are currently supporting groups such as Feeding America and Meals on Wheels in the US, Gawad Kalinga in the Philippines, and other such organizations in Puerto Rico and India.  

The Synchrony family continues to be guided by their values, and the main hallmark of their culture is being a company that cares. Although faced with uncertainty in these extraordinary times, Synchrony rallies their people to be better together by making informed decisions, working as One Synchrony and acting with care and empathy towards each other, their partners, their customers and their communities.  

XYRIS TAPIA

Author

Great Place To Work identifies Best Workplaces™ in Asia by surveying over 1 million employees in Asia and the Middle East about the key factors that create great workplaces for all and analyzing company workplace programs impacting over 4.7 million employees in the region.

To be considered, companies must first be identified as outstanding in their local region by appearing on one or more of our Best Workplaces lists in Greater China (including China, Hong Kong and Taiwan), India, Indonesia, Japan, Kuwait, Philippines, Qatar, Saudi Arabia, Singapore, South Korea, Sri Lanka, UAE, Vietnam during 2021 or early 2022.

Companies rank in three size categories: Small and Medium (10-499 employees); Large (500+); and Multinational. Multinational organizations are also assessed on their efforts to create great workplaces across multiple countries in the region. They must appear on at least two national lists in Asia and the Middle East and have at least 1,000 employees worldwide with at least 40% (or 5,000) of those employees located outside the headquarters country.

Great Place To Work identifies Best Workplaces in Asia™ by surveying 2.1 million employees in Asia and the Middle East about the key factors that create great workplaces for all and analyzing company workplace programs impacting 5.9 million employees in the region.

To be considered, companies must first be identified as outstanding in their local region by appearing on one or more of our Best Workplaces lists in Bahrain, Greater China (including China, Hong Kong and Taiwan), India, Indonesia, Japan, Kuwait, Oman, Philippines, Qatar, Saudi Arabia, Singapore, South Korea, Sri Lanka, UAE, Vietnam during 2022 or early 2023.

Companies rank in three size categories: Small and Medium (10-499 employees); Large (500+); and Multinational. Multinational organizations are also assessed on their efforts to create great workplaces across multiple countries in the region. They must appear on at least two national lists in Asia and the Middle East and have at least 1,000 employees worldwide with at least 40% (or 5,000+) of those employees located outside the headquarters country.

For All™ Methodology

Great Place To Work, the global authority on workplace culture, determined the Philippines Best Workplaces™ 2023 List by conducting annual workforce studies through our Trust Index Survey™ and Culture Management platform Emprising®, representing the voices of over 450,000 employees across the Philippines.

Employees responded to over 60 survey questions describing the extent to which their organization creates a great place to work For All™, meaning that the company empowers all individuals to reach their full human potential. Eighty-five percent of the evaluation is based on what employees report about their experiences of trust and reaching their full human potential as part of their organization, no matter who they are or what they do. We analyze these experiences relative to each organization’s size, workforce makeup, and what’s typical in their industry and region. The remainder of the evaluation is an assessment of all employees’ daily experiences of the company’s values, people’s ability to contribute new ideas, and the effectiveness of their leaders to ensure they’re consistently experienced.

To ensure surveys truly represent all employees, we require enough people in each organization to respond that results are accurate to a 95% confidence level and 5% margin of error or better. We review any anomalies in survey responses, news, and financial performance to ensure there aren’t any extraordinary reasons to believe we couldn’t trust a company’s survey results.

For All™ Methodology

Great Place to Work, the global authority on workplace culture, determined the Philippines Best Workplaces™ 2022 List by conducting annual workforce studies through our Trust Index Survey™ and Culture Management platform Emprising®, representing the voices of over 130,000 employees across the Philippines.

Employees responded to over 60 survey questions describing the extent to which their organization creates a great place to work For All™, meaning that the company empowers all individuals to reach their full human potential. Eighty-five percent of the evaluation is based on what employees report about their experiences of trust and reaching their full human potential as part of their organization, no matter who they are or what they do. We analyze these experiences relative to each organization’s size, workforce makeup, and what’s typical in their industry and region. The remainder of the evaluation is an assessment of all employees’ daily experiences of the company’s values, people’s ability to contribute new ideas, and the effectiveness of their leaders to ensure they’re consistently experienced.

To ensure surveys truly represent all employees, we require enough people in each organization to respond that results are accurate to a 95% confidence level and 5% margin of error or better. We review any anomalies in survey responses, news, and financial performance to ensure there aren’t any extraordinary reasons to believe we couldn’t trust a company’s survey results.

Categories:
These organizations’ assessment is based 100% on employee responses to the Trust Index survey.

  • Small 10-99 Employees

For larger organizations with more than 100 employees, we also use our Culture Audit™ tool, asking organizations to share with us their practices, policies, and programs to create a great workplace For All™ and evaluate the approach they take.

  • Medium 100-999 Employees
  • Large 1000+ Employees

Why do you say in one place your national list scoring is based on 85%/15% and in another place that it is 75%/25%?

We are explaining two different things:
1.  The criteria we evaluate

  •  85% concerned with Trust and Maximizing Human Potential and
  • 15% concerned with everything else

2.  Where the data comes from

  • 100% Trust Index for organizations with less than 100 employees
  • 75% based on the Trust Index survey analytics and 25% based on responses to the Culture Audit for organizations with more than 100 employees.
For All™ Methodology

Great Place To Work, the global authority on workplace culture, determined the Philippines Best Workplaces™ 2023 List by conducting annual workforce studies through our Trust Index Survey™ and Culture Management platform Emprising®, representing the voices of over 450,000 employees across the Philippines.

Employees responded to over 60 survey questions describing the extent to which their organization creates a great place to work For All™, meaning that the company empowers all individuals to reach their full human potential. Eighty-five percent of the evaluation is based on what employees report about their experiences of trust and reaching their full human potential as part of their organization, no matter who they are or what they do. We analyze these experiences relative to each organization’s size, workforce makeup, and what’s typical in their industry and region. The remainder of the evaluation is an assessment of all employees’ daily experiences of the company’s values, people’s ability to contribute new ideas, and the effectiveness of their leaders to ensure they’re consistently experienced.

To ensure surveys truly represent all employees, we require enough people in each organization to respond that results are accurate to a 95% confidence level and 5% margin of error or better. We review any anomalies in survey responses, news, and financial performance to ensure there aren’t any extraordinary reasons to believe we couldn’t trust a company’s survey results.

Categories:
These organizations’ assessment is based 100% on employee responses to the Trust Index survey.

  • Small 10-99 Employees

For larger organizations with more than 100 employees, we also use our Culture Audit™ tool, asking organizations to share with us their practices, policies, and programs to create a great workplace For All™ and evaluate the approach they take.

  • Medium 100-999 Employees
  • Large 1000+ Employees