Market View

Adaptive HR in a Dynamic World: Navigating Diversity, Jurisdiction, and the Modern Workforce

Interview with

Joanne Carlin

Senior Vice President for HR Europe, Firstsource Solutions Limited

About Joanne Carlin

Joanne Carlin is the Senior Vice President for HR Europe at Firstsource, a business process management company and oversees the HR function and employees across the organisation's European operations. Additionally, she serves as the Global Inclusion and Diversity Lead for the organisation. With a background in psychological science, Joanne believes in a behaviour-focused approach and is passionate about leveraging technology like AI to eliminate bias and driving efficiency in HR processes. Her dual HR and inclusion/diversity leadership roles allow her to push forward an innovation agenda in how the company attracts, manages, and develops a diverse global workforce.

How has your approach to HR evolved with the transition to more remote work and an emphasis on digital tools?

The evolution towards digital and remote work has significantly changed our HR strategies, technology, and processes. Over the years, we've focused on driving efficiencies, enhancing upskilling efforts, and supporting our strategies with data-driven insights. The advent of the pandemic served as a catalyst, accelerating these shifts beyond our initial timelines. Previously, plans for digitisation that might have been spread over five years were condensed into a much shorter time frame. This rapid change demanded agility and the ability to learn on the fly, engaging in what I've termed "horizon scanning in motion." Our strategy had to adapt quickly, underscoring the importance of preparing for immediate action and long-term planning. It's about balancing the immediate needs with the vision for the future, ensuring we remain flexible and responsive to changes as they occur. Whereas most organisation’s strategies might have had a five-year digitisation program, we had to accelerate that and do it fast.

How does your organisation effectively manage the complexities of operating in multiple jurisdictions, especially with the need to balance standardisation and local cultural differences?

Navigating the complexities of multiple jurisdictions presents a continuous challenge. Our initiative, One Firstsource, exemplifies our commitment to unity while acknowledging the importance of local nuances. We aim to standardise processes to foster efficiency and coherence across our global operations. However, the essence of our approach lies in respecting and allowing for the expression of microcultures within our organisation. This promotes a sense of belonging and is vital for employee retention. Balancing global standardisation with local adaptations addresses the substantial cultural differences we encounter across our operational geographies. By engaging in extensive dialogues, we refine our global strategies to ensure they are flexible enough to accommodate local needs yet structured enough to maintain our overarching goals. I'm a huge advocate of allowing microcultures to have some play and some freedom with those processes because if you don't, people stop feeling like they belong, and if they don't, they leave.

Considering your workforce's diverse and decentralised nature, what strategies have proven effective in fostering a cohesive and inclusive work environment?

Our approach to managing a diverse and decentralised workforce emphasises recognising and valuing microcultures. With operations spanning from India to Europe and the Americas, we embrace the cultural diversity inherent in our global presence. This diversity enriches our organisation, driving innovation and a strong sense of belonging. We achieve this by actively promoting the existence and celebration of microcultures, which, in turn, fosters an environment of mutual respect and understanding. We demonstrate our commitment to inclusivity by celebrating various holidays and recognising the different stages of cultural integration across our geographies. We openly communicate our diversity and inclusion goals, emphasising that while diversity provides a measure, inclusion is the key to leveraging our collective strengths.

Can you share an instance where an adaptable HR approach was crucial to overcoming organisational challenges?

A significant organisational change last year highlighted the importance of an adaptable HR framework. We faced the dual challenge of reducing our headcount significantly while reorganising our support functions to align with new operational realities. This period required us to demonstrate unprecedented flexibility, managing both downsizing and growth initiatives concurrently. The essence of our approach was embracing ambiguity and preparing our team to navigate uncertainties. We emphasised the importance of adaptability, enabling us to adjust our strategies in real-time as new challenges emerge. This experience taught us the value of being prepared to immediately shift direction, underscoring the critical nature of adaptability in today's dynamic work environment. Ambiguity is the driver and enabler of change.

With the rapid pace of change in today’s work environment, how do you ensure your HR solutions remain adaptable and effective?

The adaptability of our HR solutions is more crucial than ever in the face of constant change. The accelerated shift towards digital platforms and remote work necessitates a flexible approach to HR management. Our experience, especially during the pandemic, has reinforced the need for HR strategies that can rapidly evolve in response to new challenges. This adaptability is not just about adopting new technologies but also about fostering a culture that embraces change and uncertainty. Our HR practices are designed to support our workforce through transitions, ensuring we remain resilient and responsive to our organisation's and employees' evolving needs.

Looking to the future, how do you anticipate the role of HR will evolve to meet the changing needs of the workforce?

The future of HR management will increasingly depend on leveraging technology and data to make informed decisions while prioritising human-centric approaches. As we navigate the complexities of managing a global, diverse workforce, the capacity to adapt and integrate cultural nuances into our HR strategies will be paramount. Emphasising flexibility, inclusion, and rapid response to change will shape the evolving landscape of HR management. We foresee a future where HR is pivotal in driving organisational agility, facilitating continuous learning, and fostering a culture of innovation. By anticipating shifts in the work environment and adapting our strategies accordingly, we aim to support our employees’ growth and engagement, ensuring they can navigate these changes. Ultimately, HR’s role will be to bridge the gap between evolving business needs and workforce well-being, making it an essential part of any forward-thinking organisation. As we move forward, embracing technology while maintaining a focus on the human aspects of work will enable us to create more resilient and adaptable HR practices that can withstand the challenges of a dynamic world.

About Firstsource Solutions

Firstsource Solutions Limited is a leading provider of transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology and other industries, headquartered in Mumbai, India, with an established presence in the US, the UK, India, and the Philippines, Firstsource acts as a trusted growth partner for over 100 leading global brands, including several Fortune 500 and FTSE 100 companies.