Using Technology to Put People First: Sutherland

GPTW PH

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Great Place to Work-Certified™ digital transformation company Sutherland may have a technology driven service portfolio, but they remain at their very core a ‘people-first’ company – this was clearly evident in the manner they exceeded expectations in providing support and care to employees during the pandemic.

Sutherland Philippines fully utilized their two biggest assets in responding quickly to the pandemic. By innovatively bringing together their core people practices with their advanced technology solutions, they were able to continue delivering to customers the same level of service, while protecting the health and wellbeing of their employees.

As employees were forced to transition into working from home, Sutherland rapidly deployed their proprietary W@H platform that provided immense functionality to meet the needs of clients and employees. The platform afforded many tools to augment and support business teams such as prescriptive analytics, live feedback loops and MiniBots.

One such bot was Joe, the Virtual HR Assistant set up on Sutherland’s People Portal that instantly answered the most frequently asked HR-related queries and had the ability to raise HR & IT cases on the behalf of employees. By gathering feedback through such initiatives and using embedded analytics to gain real-time insights, Sutherland was able to capture the work needs of employees with empathy and meticulous detail before undertaking appropriate action to ensure their peoples’ continued satisfaction.

As the pandemic persisted, the company continued to add benefits for employees working from home, despite having incurred financial losses in the preceding months. These included an Internet allowance for those using personal internet connections and establishing a “pandemic coverage” with their HMO provider for employees as well as their dependents.

Sutherland also made sure that medical assistance was available online and virtually, so employees and their dependents could avoid going to clinics and hospitals as much as possible. Employees were provided with frequent health and wellness e newsletters and had access to a Telemedicine App and a Virtual Health Assistant by MEDGATE.

At the same time, the company made the most of their Sutherland Mobile application to keep their workforce safe, updated and connected, with functions including a Daily Health Check, an intranet called Frontpage that provided updates and company news, as well as an in-built E-Learning program.

Their focus on empowering their people’s careers, even during the pandemic, is further enhanced through their “ENRICH” program that offered flexible schedule and support to employees who wished to earn their degrees while working. In alignment with their Employee Value Propositions of “Be Yourself” and “Grow Your Own Way”, the company further allowed employees to rotate jobs via a “Job Rotation” program that provided employees with new growth opportunities and served to reduce job monotony.

Sutherland values promotion from within the organization and has in place a modular leader development curriculum that aims to engage, develop and retain the best industry talent by providing an established track for internal career progress from managership all the way to Vice- and Senior Vice-Presidency.

Sutherland’s commitment to caring also extends towards enhancing the lives of people in the communities and countries where they operate. In the Philippines, their social impact projects include extending job opportunities to countryside provinces where employment is most needed.

In acknowledging the importance of keeping their fingers on the pulse on employee experiences, Sutherland Philippines formed an Employee Council (Eouncil) that was empowered to implement ideas put forward by employees runs employee satisfaction surveys twice a year. In their recent June 2020 survey, the gratitude from employees for the manner in which Sutherland approached their wellbeing during the pandemic was evident in the high scores received (55 points above average).

At the same time, a survey run to gain client feedback also received scores far higher than average, displaying the incredible motivation that Sutherland’s workforce continued to display in their work and in dealing with customers despite the extraordinary circumstances.

Account Manager Ruben Sanchez Jr. shares his thoughts on the team spirit and family-like
togetherness Sutherland has instilled in their people:

I have been a Sutherland employee for twelve years now. Through those years, I managed four programs and got the pleasure of interacting with a diverse workforce. But what I love about my job is how people treat each other like family, and that is with utmost care and respect. I am proud to be part of Sutherland.

Ruben Sanchez Jr., Account Manager

With their personal and thoughtful initiatives, comprehensive personal development
programs as well as innovative use of digital tools to bring their people together, Sutherland
has raised the bar on employee workplace satisfaction and is a truly worthy addition to our
stable of Philippines’ Great Place to Work-Certified™ companies.

APAC Sutherland’s Vice President of Human Resources, Anil Joseph guests in Episode 3 of our Employer Branding from the Inside-Out webcast series. Watch his interview with our Sales Manager, Karissa Huyong-Manankil, as he shares the values that are taking him and the Sutherland Leadership team, through the pandemic.

GPTW PH

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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