Head of Global HR Operations at Goodhope Asia Holdings

Dolphy Goveas

If you are an HR professional, you know best how difficult it is to juggle managing employees' expectations and delivering top management's requirements. There is no one solution or mantra that an HR professional can use; over the years, HR's role has evolved significantly, challenging traditional notions and proving its indispensability, especially in times of crisis such as the recent pandemic. The historical idea of HR professionals being unapproachable has persisted, but the reality is far from it. What differentiates an HR professional from others is the transformative power of being hi-tech with hi-touch in HR, emphasizing the need for a people-centric approach. Amidst the wave of significant resignations, sudden layoffs, and widespread downsizing, nearly every employee is exploring job changes. However, exceptional organizations don't simply allow these events to unfold; instead, they invest considerable effort in retaining their valuable employees.

The Pandemic Paradigm Shift

Before the pandemic, there was speculation about the obsolescence of HR functions. Few industry leaders had spoken openly that line managers would soon replace HR, and companies didn't need HR. But, when the crisis hit, HR emerged as a pivotal force supporting businesses. The focus shifted to ensuring employee safety, health, and efficient workforce management. The pandemic underscored the critical role HR plays, dispelling any doubts about its necessity in organizations. While it may sound unconventional, the pandemic revitalized the significance of HR, making it a central and crucial aspect of business operations. 

The HR Analytical Delusion

There is an expectation from the top management that HR professionals need to be analytical to prove their worth, and I have personally seen many HR professionals need help to meet these expectations. However, the accurate measure of HR functions lies in the experiences and perceptions of employees. The tangible impact on the workforce is a testament to the effectiveness of HR practices.

The Hi-touch Challenge

A recent interaction with a new graduate joining the workforce brings attention to an ongoing challenge within specific organizations – a pervasive sense of apprehension surrounding the HR department. Rather than directly engaging with HR, employees tend to route their concerns through supervisors or managers. This underscores a disconnect between HR's intended role and how the workforce perceives it. While discussions abound in various forums about HR actively contributing to organizational growth and serving as a valuable business partner, the reality check within organizations often reveals a different perspective. Despite the success stories of organizations thriving due to sound people practices and effective HR teams, not everyone recognizes this when scrutinizing their organizations' dynamics. 

"In navigating the dynamic terrain of HR, achieving a balance between being technologically advanced and personally engaged is paramount. While technology can enhance efficiency in processes, the human touch leaves long-lasting impressions and cultivates a healthy organizational culture."

Real Stories of Impact

To illustrate the potential positive impact of HR, I want to highlight an incident in my previous company; our company went above and beyond to support an employee's father during cancer treatment. Despite the parents not being covered under the employee's medical insurance, HR recommendations ensured the entire cost was covered. A year later, when the employee contemplated leaving for a competitor, his father's gratitude became the factor in staying with the company. This news spread like wildfire, igniting a sense of pride among every employee. They felt a deep appreciation for working in a company that prioritises their well-being and extends that care to their families.

The Human Touch

Both these incidents emphasize and highlight the potential of HR when it goes beyond mere functionality and touches the lives of employees. Being hi-tech is the need of the hour as management makes decisions based on numbers. However, fostering a high-touch environment where employees feel valued, respected, supported, and cared for is equally essential. 

Building Loyalty through Care

My advice is very simple: you need to be hi-tech to compete and get the proper recognition from the management, but a people-centric approach always gives better results. HR professionals must prioritize fostering genuine connections with employees to build a strong people culture, treat employees respectfully, facilitate their growth, and create an inclusive environment that can increase loyalty, productivity, and positive brand perception.

In navigating the dynamic terrain of HR, achieving a balance between being technologically advanced and personally engaged is paramount. While technology can enhance efficiency in processes, the human touch leaves long-lasting impressions and cultivates a healthy organizational culture. HR professionals need to prioritize the welfare of employees, understanding that their prosperity is intricately linked with the organization's success. By capturing hearts and minds, HR can authentically fulfil its diverse role and significantly contribute to the business's success.