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Interview with Yara El Ali Tamer – HR Director of ABC sal in Lebanon

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INTERVIEWEE: Yara El Ali Tamer

INTERVIEWERS: Sara Abdelghany & Mahmoud Mansi

1) HR Revolution Middle East Magazine: we like to take a general look at our guest’s life. How do you manage to achieve a work-life balance?

Yara El Ali Tamer: My passion towards achieving high-end career goals aligned with my perception of having a settled family which I actually experienced throughout my life with my parents, have encouraged me to work on achieving this balance without jeopardizing any matter over the other. The work challenges energize me and make me feel that the purpose is clear and of an added value, combined with the talented team whom I can count on, that I constantly coach and make sure they happily give their full potential at work. Comes close to business, my personal life takes a priority. It is a must for me to recharge, whether the time spent with my husband whom has been of a great support to my career; my loving family and friends to watching my favorite series and spoiling myself, all guarantees a relief of the stress I face daily. I get back the next day happy, energized and at my full potential.

2) HR Revolution Middle East Magazine: The ABC is one of the most popular malls in Lebanon. How do you think it reached this powerful and international reputation? How is the HR department of ABC involved in assisting the organization maintain this level of success?

Yara El Ali Tamer: ABC was one of the first malls to open in Lebanon and the Middle East and known to be the first eco-friendly mall in the region. ABC is still leading the way with its two main flagship stores and the third one opening in 2017 in a very luxurious area of Lebanon “Verdun” along with its standalone and regional stores combining world-class shopping, dining and entertainment. ABC became Lebanese’s first destination for a lifetime shopping experience. Over the years, people in charge of ABC worked hardly to keep it attractive, creative, the one-stop shop and most importantly a fun place for every generation offering a wide variety of services such as CSR program, privilege loyalty cards, gift cards, wedding/birth lists and tax free shopping. I personally believe that each company’s success is mainly derived and determined by its employee’s motivation, by its talents. At the end it is the people inside ABC that have shaped it to be the place it is today. This is where HR department plays a key strategic role in making sure we have the right people in the right position, that their knowledge and skills are in continuous development to match the company’s vision and best benchmarks. Our employees are treated as we treat our clients.

3) HR Revolution Middle East Magazine: As a former auditor, how do you think people can achieve high quality work?

Yara El Ali Tamer: Aside from implementing standardization through policies and procedures across the company that make cycles shorter with less duplications, I believe that work is achieved at its highest quality whenever it is done with motivation and passion where employees are champions of their own processes. These drivers push you not only to deliver what is required but go beyond, and only then the employee will feel a personal satisfaction and sense of achievement.

4) HR Revolution Middle East Magazine: Does the auditing job differ from one company to another, if so, how? And are you required to acquire new skills in order to fulfill the new posts demands?

Yara El Ali Tamer: Auditing differs from one company to another and also changes with the industry. In the Food & Beverages industry for example I had to audit food quality acquiring new skills in regards to food storage, expiry, hygiene and so forth. In retail industry, I had to acquire deeper knowledge in auditing financials and business processes to other compliance engagements. As for the soft skills I have gained over the years from communication, conflict management to assessing and interviewing people work well for both units Audit and HR. However in HR there is more focus on having constant development across all the organization whilst working on employee engagement and retention by adapting a proper balance of EQ/IQ.

5) HR Revolution Middle East Magazine: How does your former work as an internal audit and project manager differ from being a director of human resources?

Yara El Ali Tamer: Both audit and project management focus on risk management, processes, tasks optimization and data integrity checking. Teams and employees are supposed to adhere to these so that the project or unit achieves its goal at its best. My main job was to make sure the processes and tasks we create as a team are optimized in terms of time and effort in addition to securing an ethical behavior and proper corporate governance. While the last part coincide with some HR responsibilities, I believe the main focus of HR is more on our employees. The end result is always the same, for the organization as a whole entity to function properly. HR drives human factor at maximum productivity to fuel the company, audit and project management add to the picture by laying the foundation and guidance for employees day-to-day operations and overall communication framework.

6) HR Revolution Middle East Magazine: With a 10 years experience in auditing, what are your advices to HRs from an auditor’s perspective?

Yara El Ali Tamer: Derived from my personal experience, I believe that audit and HR go hand in hand in creating an efficient organization. My advice to HR’s would be to never underestimate the importance of the interview and talent acquisition phases. When the right talent is employed in the right position, they are more productive and produce better quality work. Second most important role for HR would be on spotting, developing and retaining those assets and talents who will act as ambassadors by adopting and spreading the company’s culture.

7) HR Revolution Middle East Magazine: What fiction or non-fiction books have inspired you in both your career and life?

Yara El Ali Tamer: It might sound as a cliché answer but honestly speaking the best book I have read is “myself” that has guided me into discovering my spiritual awareness and my elevated senses, which have tormented me at a young age, being unable sometimes to differentiate visions from fictions. Reading this book has helped me enhance my perception in better reading people and controlling my focus. In the near future, I will be publishing my book deriving from my real life stories. Reading feeds my thirst for knowledge and keeps me updated with the best practices; some of the remarkable books that have shaped my career are “Winning – Jack Welch” which provides with an in depth look into identifying means for success by having a comprehensive approach to company’s SWOT leading to a clear guidance towards a better career. “The power of now – Eckhart Tolle”, another book that I highly recommend for people in search for enlightenment and the importance of appreciating the present.

8) HR Revolution Middle East Magazine: What were your personal success factors that helped you excel in your career till you have reached your current post?

Yara El Ali Tamer: The first important factor is that as a Woman in our culture and society, I don’t have any inferiority complex. My emotional intelligence combined with determination has guided me throughout my career and personal life to shape the person I am today. By nature, I am a dreamer, highly ambitious and hungry for knowledge establishing high goals and setting patterns for myself to reach there. This has helped me in sourcing the energy I need to continuously improve; you cannot raise the bar if you don’t learn and exercise to jump higher.

9) HR Revolution Middle East Magazine: You’ve done a year of freelance work, how did that impact your career? And do you recommend the new generations starting their career in your field, to try freelance work?

Yara El Ali Tamer: That one year of freelance work has taught me a great deal of managing my emotions whenever I faced obstacles or failed and made me keen to stand up again and start the fight all over. On the other hand, it did nurture my creativity and boost my confidence where I learned to meet deadlines disregard of the bumpy road I had to face especially that the scope has covered IT, research, translation and in the insurance field. I urge every person to try at some point in life to be on his own, the when and where differ from one person to another but to try is a must. This is where you actually discover your strengths and weaknesses thru real trials. It is definitely a priceless experience.

10) HR Revolution Middle East Magazine: What non-work related activities are you involved in? And how do you feel it benefits your personality?

Yara El Ali Tamer: I love movies, they really help nurture my imagination and widen my perspective by putting myself in the character’s shoes. Recently I got introduced to meditation, a great medium to relieve stress, calm down and reconnect with myself to become an effective thinker. Above all, I stay connected to my family who make me remember the reason I want to achieve more because they have set the standard up high. Travelling is a crucial part of my life, every year my husband and I make sure to travel as much we can, it is always an added value to meet new faces, new cultures and come back with an enriched experience. Not to forget my greatest passion towards my dogs that have changed my whole perception towards animals and their extreme need to relieve my stress.

11) HR Revolution Middle East Magazine: Being an HR director, what advice would you like to give out to employees; and how do you think employees can be encouraged to be more productive and satisfied at work?

Yara El Ali Tamer: Always seek your dreams, set the standard high and move towards achieving it. Nothing compares to the real success you reach when you direct your energy into the right place. Know what you want and follow your gut feeling, it will guide you to do miracles. Learn to be proactive and consider your mind as a factory of ideas to generate initiatives and add value. Employees can be encouraged at work when they have a purpose towards which they orient their efforts to reach. Coaching them creates a connection with the team; make them happier and aware of their role. Engaging employees in decision making, derives the best out of them, when they feel their opinion matters and the communication is open with no barriers, they will own their work and thus make them more accountable and highly driven.

12) HR Revolution Middle East Magazine: What do you think about unemployment in Lebanon? What are your ideas to improve it?

Yara El Ali Tamer: We would need a dedicated article to discuss unemployment in Lebanon unfortunately, but I will try to keep it short. This topic has increased dramatically over the years and it mainly derives from the lack of serious professional guidance for our young before they set their choices of major enrolment. Such guidance should go hand in hand with careful planning from the government side, making sure youngsters and talents are forged based on our country’s needs. The second major problem is due to our economic strategy; most jobs are limited to the low value-added sectors such as food, hospitality, retail and transportation services…while our educational system ranks quite high and leads to many talents migrating abroad. As a country we should focus more on industries that can achieve high economic growth. Re-enforcing industries such as technology, telecommunications, nursing and construction open lots of new opportunities, increase GDP and at the same time help our young talents find proper jobs.

13) HR Revolution Middle East Magazine: You’ve achieved a postgraduate degree, EMBA, how is it different than a regular MBA? And did it directly help you in your career?

Yara El Ali Tamer: I must admit that engaging in an EMBA program was one of my best decisions. First an EMBA differs from a regular MBA in the way information targets the students and the deliverables required. In an EMBA the students are treated as if they are at the top of the pyramid and leading the whole organization. The content is delivered in a two-way approach where our involvement is highly required through continuous presentations whether individually or mainly in-group work. The projects and assignments are an actual representation of a situation in a real company, the students should use their acquired knowledge as a top-level manager to solve a dilemma or assess the given situation. EMBA has helped my career where knowledge acquired is directly applied into ABC, it has broadened my vision equipped with critical knowledge that enabled me to understand how all units of the organization should function in a total harmony. Secondly, it has helped me shape my career and shift into HR as part of my development plan and a direct outcome of EMBA.

14) HR Revolution Middle East Magazine: Regarding the dilemma of the Syrian Refugees in Lebanon, what do you suggest the role of HR would be? What are your personal ideas to deal with this problem?

Yara El Ali Tamer: HR is dealing and managing people disregard of their social status, race, religion or any other discriminatory aspect the world tries to enforce. HR can be the bridge to help every refugee in achieving his goal given that he/she didn’t have the chance to do it in their own country given the geo-political situations, which will help in providing a sense of belonging in the community. We can open the room to attract the talents by marketing open days dedicated to refugees who have a slight chance nowadays to be accepted in large companies. Besides, we can partner with major NGO’s dealing with refugees to screen candidates, identify the potentials and recruit them taking into consideration the need to be cautious in mentoring and helping those people during their adjustment period. Australia, America and many other countries were built on the back of migrants and have become the most developed countries in the world, so we can use this success story to tailor made our own by opening our doors to our educated left behind applicants who can definitely add value and incorporate into ABC or any other local organization.

15) HR Revolution Middle East Magazine: Recently you were a delegate at HR Tech Summit 2016 in Dubai. Can you share with us your experience there and what did you learn? And why did you attend this conference in specific?

Yara El Ali Tamer: I have attended this summit to gain more perspective into the HR field especially that I am coming from a different background. It was a bridge for my shift where I have empowered my network with high HR professionals coming across the region presenting their highly reputable companies. It was a very successful experience especially with the new vision I have drafted for the department where technological platforms will be the main ingredient to our recipe. One of my team and another from IT have attended this workshop as well gaining new insights on latest developments and how ABC can build the ultimate digital HR organization thru proper alignment to business needs whilst focusing on people; thus developing a human capital management through IT platforms.

HR Revolution Middle East Magazine: Thank you Ms. Yara, you are an outstanding HR professional and it is our honor to serve you and your readers. This is our first interview in Lebanon and we are very proud of that.

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Q&A with Yasmine Yehia | MEA Employer Branding Manager at Schneider Electric, Life Coach & Consultant

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Interviewer: Mahmoud Mansi

“To be able to have a strong brand, you need to start from within – you need to have an attractive story to tell so if this is not there, it won’t be the right time for employer branding. I always tell the people I teach employer branding – fix internally first and then you will have something to say externally.”

Yasmine yehia

HR Revolution Middle East Magazine: How would you introduce yourself to the audience?

Yasmine Yehia: I am an Employer Branding expert, a certified life and career coach from the ICF, a public speaker and a certified trainer!

HR Revolution Middle East Magazine: How do you define Employer Branding in your own words?

Yasmine Yehia: Employer Branding is the art of story-telling, each employer has a story to tell, and this story is very useful for those who are interested in the company. A story about values, a story about culture, a story about care – a story about authenticity and uniqueness.

HR Revolution Middle East Magazine: What does an Employer Branding Manager do?

Yasmine Yehia: An Employer Branding Manager is someone who is an expert in storytelling, someone who is also an expert in the employer strategy and people vision and who is talented in showing what differs the employer from any others in the market.

HR Revolution Middle East Magazine: Employer Branding is one of the new global trends in HR, yet still not implemented in several countries and among many organizations. Why do you think some organizations have concerns regarding implementing Employer Branding as a comprehensive initiative?

Yasmine Yehia: I don’t think it is a matter of a concern at all – I think it is a matter of time and maturity. To be able to have a strong brand, you need to start from within – you need to have an attractive story to tell so if this is not there, it won’t be the right time for employer branding. I always tell the people I teach employer branding – fix internally first and then you will have something to say externally.

HR Revolution Middle East Magazine: How do you measure the ROI of your Employer Branding initiatives?

Yasmine Yehia: Oh God, there are zillions of ways to measure the ROI of our initiatives and campaigns, as sophisticated as a brand awareness analysis to as simple as the quality of CVs we’re receiving for open vacancies. Measuring the pride and engagement of employees, measuring engagements and reach on our employer branding social media posts.

HR Revolution Middle East Magazine: Who are your main stakeholders and partners in the Employer Branding process?

Yasmine Yehia: And like I teach in my workshop – Employer Branding is never an independent function, actually we cannot even function or deliver alone, it is a collaborative work between us, HR and Marcom.

HR Revolution Middle East Magazine: Can you share with us one of the challenges you have faced in your current job and how you overcame it?

Yasmine Yehia: Managing a complex region like MEA is quite tough and I think the deep knowledge of each country in the region was my main challenge – what is it that my target audience in each country look for in an employer? I overcame it with loads of study and education and also with using the help of specialized agencies to provide me with the needed reports.

HR Revolution Middle East Magazine: What pieces of advice would you give to organizations who want to empower their employer brand?

Yasmine Yehia: Be authentic! Start from within and have an authentic story to tell. You will reach the hearts of your target audiences effortlessly.

HR Revolution Middle East Magazine: Jessie (if we may call you with your nickname), we are curious what is the first job you ever had and what is the most valuable lesson you have learnt from it?

Yasmine Yehia: My very first job was an IT Recruiter for fortune 1000 companies in USA – I learned the art of assessing and dealing with people, if there is one thing recruitment has given me, it is the strong people skills!

HR Revolution Middle East Magazine: You are also a certified Life Coach, how does this help you in your role in HR?

Yasmine Yehia: In both HR and Employer Branding your main customer and target audience is people, right? A life coach listens to so many people, to their issues and struggles, it makes you a people person by heart – it gives you the perfect listening skills and it strengthens the way you interact and communicate with people, and this is exactly what you need as an HRian!

HR Revolution Middle East Magazine: As a Life Coach, what advices do you have to professionals who want to sustain a work-life balance? Do we all need to have a work-life balance?

Yasmine Yehia: YES, we all need a work life balance definitely – you need time for yourself, to recharge, reflect and develop. I’d tell them, make the time for yourself a priority – do not miss it, this time is actually good for your work too because you will always have the right energy to continue. If there is a learning lesson from 2020, it is the importance of our mental health. Have a routine and this routine must include time for yourself!

HR Revolution Middle East Magazine: As a Career Coach, how do you think Covid-19 impacted the employment market?

Yasmine Yehia: Well, from what I see from my clients – so many people are thinking to shift careers post covid-19. Some of them must because they lost their jobs and some of them realized the importance of mental health, so they decided to leave a very stressful career. I think moving forward companies will have to learn to be flexible in their hiring process and start accepting candidates having the right skills for a job rather than a big number of years of experience! It is hiring for talents not years! People also need to be more resilient and smart in using their skills.

HR Revolution Middle East Magazine: Finally, as a Trainer – why do you think personal branding is very important? We know you teach the topic.

Yasmine Yehia: In a world that has gone totally virtual – people need to learn how to build a strong personal brand online, it is how you will smartly use your skills and get paid for it! You no longer have the big chance to meet your recruiters face to face, following the new ways of working, we are heading towards working from home and flexible hours more, your personal brand is the only thing that will differentiate you in the market and open doors for you.

HR Revolution Middle East Magazine: Thank you for your time, would you like to say anything?

Yasmine Yehia: Thank you for having me – I hope I continue inspiring those interested in the employer branding career!

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Civil Work

Q&A with Sherihan Elkamash; Researcher at the Center of Strategic Studies, Bibliotheca Alexandrina & Charity Activist

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Interviewer:
Mahmoud Mansi

“I am always trying to not lead members, but inspire them and gain their trust by encouraging my team to work on new projects. I help them make their work plan, and I provide them with some guidance and coaching to finally have a successful deliverable to help impact more people in the community.”

Sherihan Elkamash

HR Revolution Middle East Magazine: Sherihan you are multi-talented and active in building the community in several different ways, one of your main roles is working at the Center of Strategic Studies at the Bibliotheca Alexandrina, can you tell us more about your role?

My main work is about making strategic researches. I also, write articles about the recent international political events. One of the main roles for me is to organize virtual discussions to discuss different economic and political subjects. I am always in contact with high profile degenerates in the political arena to make interviews with them to be published. I am also the social media specialist for the center, responsible for managing the official page by managing and posting the news, declare about the new events and conferences for the center.

HR Revolution Middle East Magazine: Across your career you have worked in different careers and gained different experiences. Can you tell us what did you learn from these experiences? And how those skills are helping you at your current role?

I have been working in many fields since a young age I have acquired professional experience in many fields for the past fourteen years; working in NGOs, media, research, translation and communications. These experiences taught me to navigate in different kinds of structures (public/private/international), as well as dealing with the internal dynamics of each organization. In my previous roles, I have demonstrated exceptional ability to manage external stakeholders including senior government officials, high-profile clients, and well-regarded organizations. As a trilingual officer, I can communicate effectively in Arabic, English and French.

Working in all those fields taught me how to work in full power with a great performance, deliver my work in a high quality and always being in time and following the timetable.

HR Revolution Middle East Magazine: You also have your own charity project “El Rahmoun”. Can you tells us more about managing people in a charity structured projects?

Let me first talk about myself when I was a regular member in NGO’s and volunteer projects. I starting volunteering since I was a 13-year-old school student. During those 21 years in charity, I’ve learned many things:

-I learned how to take the initiative to start new projects to help the maximum number of people in need.

-I learned more about contributing to the community and helping solve issues.

-I learned how to deal with all categories in my society, understanding their needs and being helpful to them.

-It is not only about leadership, but I have also been a great “team member”, by coming up with new ideas, working with enthusiasm and integrity.

As a founder or a leader for “El Rahmoun” charity group – like any business structure or project – it depends on the number of volunteers whether they are many or few, based on that we put a strong administration and operations management plan.

I am always trying to not lead “El Rahmoun” members, but inspire them and gain their trust by encouraging my team to work on new projects. I help them make their work plan, and I provide them with some guidance and coaching to finally have a successful deliverable to help impact more people in the community.

There is an interesting difference between a traditional corporate structure and a charity structure. In charity the individual is the one who deicides his/her responsibilities and commitment to the charity work. I cannot obligate them to attend the events or to do their tasks. Which means that I have to be their friend so they love me and maintain a good communication with the youth, meanwhile at the same time I have to be their leader when it comes to the big decisions. And this is the most difficult part. I think after 3 years of continuous work, while our volunteering community is getting bigger… my team and I are doing it well.

HR Revolution Middle East Magazine: How do you define success your own way? And what would be your success tips for youth?

I have learned the perfect strategy to achieve success, it is balance. We all have the desire towards success but those who are working and planning for it are the ones who are reaching their goals in a steady way. We all grew up with big dreams, seeking success in life, but few of us who understood that sustaining the success is the hard part. Balance is the key, youth need to know the importance of balance in their life between their studies, hard work, community service and social life. Youth need to make balance between physical, emotional and spiritual elements, to keep the high performance in everything they do. When we maintain our balance it shortly affects our sense of security and helps us to move forward. The balance in all activities in our days helps us maintain our mental health in order to have healthy minds and lifestyles. Stress is a serious threat to Youth and one should make it a priority to keep the stress away because stress prevents success.

Balance = Success

HR Revolution Middle East Magazine: With the development of technology, virtual communication and accessibility to knowledge, do you believe that some jobs are in threat? Can some careers take another form, offer different services and still impact the community?

The whole world is turning digital. The easy access to knowledge and data is the way of living now. Well, the development of technology can never be a threat. It actually helps us and is not a threat to our existence nor to anything created or made by the human being. NEW careers have been created and much more are on their way to glow and have place due to the virtual life. Furthermore, thousands of activities and services are provided through the internet now (website- social media) which also supports entrepreneurs and organizations to easily create new projects.

The Egyptian Government is taking the same track now in most of its governmental institutions. The pandemic helped a lot. It was a red light to hurry and accelerate our path, not only organizations that are turning digital but also individuals are becoming more focused on e-learning and other daily life services and in their lifestyles. I am very optimistic; because of the development of technology, new jobs are opening and great opportunities for youth which is very advantageous, beneficious and profitable to the growth of our great Nation EGYPT and to the rest of the world.

Thank you Sherihan for this interview and for developing and inspiring the community in such a unique way!

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Articles

LA CULTURA DIGITALE AZIENDALE E I SUOI LEADER CORAGGIOSI. LA SOCIETA’ DI MARKETING DIGITALE ITALIANA “DERAWEB” COME ESEMPIO DI ECCELLENZA NELLA GESTIONE DELLE RISORSE UMANE

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INTERVIEWER: Cinzia Nitti

HR Revolution: Ciao Fabio, grazie per aver accettato la nostra intervista e per quanto vorrai condividere con noi. Cominciamo: chi è Fabio De Lucia?

Fabio De Lucia: Ciao e grazie per questa intervista. Sono nato il 21 marzo del 1986 e il percorso accademico mi ha qualificato come perito commerciale con il massimo dei voti. Dopo la maturità e coerentemente con il mio approccio pratico alla vita, trovavo inefficace continuare a studiare per qualcosa di “non-tangibile”, quindi sono partito per Parigi e una volta rientrato, ho trovato impiego presso un’agenzia viaggi nel 2005. Ho iniziato a interessarmi a piani di sviluppo per implementare e migliorare i prodotti offerti. Credevo in quello che facevo ma, non trovando riscontro positivo da parte del mio titolare, ho rassegnato le dimissioni. All’epoca conoscevo già il mio caro amico e colui che sarebbe diventato il mio socio, Andrea (Dettole), il quale lavorava nel settore utilities nel nord Italia. Unendo le nostre conoscenze e competenze, nel 2008 abbiamo avviato Sundera, azienda di vendita servizi Business To Business (o B2B) e assistenza nel campo delle utilities: mi occupavo principalmente dei piani di sviluppo commerciale.

HR Revolution: Come nasce la web agency Deraweb e quale la sua mission?

Fabio De Lucia: Dall’esperienza positiva pregressa, nel 2016 abbiamo deciso di fondare con Andrea la società di marketing digitale Deraweb, brand partner della primogenita Sundera. L’impreparazione dei titolari di partita IVA in fatto di marketing e digitalizzazione dei prodotti aziendali – riscontrata a livello nazionale – è stato il fattore chiave che ha dato vita a Deraweb. La nostra azienda ha l’obiettivo di fornire strumenti efficaci per lo sviluppo aziendale in prospettiva di promozione digitale. In quattro anni il nostro pacchetto clienti è cresciuto in tutta Italia e su piano internazionale, acquisendo 600 clienti e con proiezione di raggiungere quota mille entro fine anno. La famiglia Deraweb conta oggi 15 dipendenti e 20 consulenti.

HR Revolution: Le Risorse Umane sono le componenti-chiave per il successo imprenditoriale. Il COVID-19 ha inevitabilmente imposto un cambiamento degli equilibri nella gestione aziendale. Come avete affrontato la sfida in fatto di nuovi assetti, ripianificazione e gestione del personale?

Fabio De Lucia: Il nostro metodo operativo prevede la maggior parte del lavoro da remoto. Gli strumenti digitali dunque, si sono confermati lo strumento indispensabile nel nostro lavoro; la pandemia è stata un elemento positivo in fatto di consolidamento di Deraweb. Si è trattato di un periodo di transizione per tutti. Nonostante uno stop forzato per alcuni e il crollo degli incassi nel mese di marzo, i nostri dipendenti si sono messi a completa disposizione dell’azienda, dei clienti, contribuendo in modo non indifferente alla buona riuscita degli intenti. Ci sono stati tutti vicini. Sono stati bravi e vanno tutti elogiati per questo.

HR Revolution: Cultura Digitale Aziendale: la risoluzione di problemi attraverso l’utilizzo di strumenti digitali si è rivelata un elemento vincente nella gestione del pacchetto-clienti durante la crisi pandemica?

Fabio De Lucia: Da titolari di azienda, nel supporto ai clienti e per una gestione ottimale dei servizi offerti, abbiamo deciso di operare in modo differente rispetto ai concorrenti. Abbiamo fornito gli strumenti necessari alla “sopravvivenza pandemica” con metodo studiato e mirato, soprattutto gratuito. In che modo? Creando manuali, guide strategiche “BUSINESS WORKOUT”, webinar e consulenze gratuite a disposizione dei clienti per evitare il fenomeno dell’inazione. Non a caso, il feedback è stato assolutamente positivo: abbiamo rafforzato il rapporto di reciprocità e fiducia con i nostri clienti, premiando inoltre coloro i quali hanno rispettato le scadenze in un periodo tanto complesso, fornendo un’estensione gratuita di un mese del servizio. Quest’approccio ci ha permesso di registrare risultati esponenzialmente più alti nel nostro ambito, a dispetto delle previsioni che la condizione economica generale avrebbe imposto.

HR Revolution: Spesso si pone l’accento sulla fidelizzazione del cliente, sottovalutando che la riuscita di un progetto o l’acquisizione di un contratto, derivi da un’ottima commistione di professionalità ed energie di un gruppo omogeneo e coeso. Dicci di più del tuo team. Sono importanti la Diversità e l’Inclusione in Deraweb e perché?

Fabio De Lucia: Assolutamente sì, per noi Diversità e Inclusione sono importanti. E rendono Deraweb un ambiente stimolante: il clima aziendale assume il giusto equilibrio tra competenze, rispetto delle qualità di ognuno e dimensione umana. Abbiamo messo in atto un modello di leadership che ispira gli altri e invoglia a migliorarsi. Dal consulente commerciale al servizio clienti, ai tecnici grafici, addetti marketing, comunicazione e social media, l’elemento della formazione continua inoltre, ha permesso di stabilire la gestione dei progetti in cui, senza più necessità di definizione esplicita, ogni membro del gruppo conosce esattamente il suo ruolo all’interno del processo. 

C’è fiducia e stima reciproca, spirito di sacrificio e altrettanta collaborazione. Da parte nostra c’è attenzione alle proposte di ognuno. Il mio lavoro mi ha dato modo di visitare tante aziende e conoscere altre realtà, ma qui da noi c’è un clima diverso, un clima che piace e che permette di lavorare secondo un equilibrio che dimostra quanto i nostri ragazzi siano “allineati”: in Deraweb proprio non riesce ad arrivare qualcuno che non abbia i nostri stessi valori.

HR Revolution: La Parità di Genere è un obiettivo di rilievo in una realtà aziendale. Definiresti l’equilibrio di genere parte integrante del vostro successo?

Fabio De Lucia: Sì, le donne nella nostra azienda sono un valore aggiunto e particolarmente apprezzate. Hanno un approccio naturalmente diverso all’ascolto del cliente e alla gestione di una richiesta. Sempre attente ai dettagli, precise, sicuramente meno impulsive in fatto creativo rispetto agli uomini. È una scelta aziendale mirata, quella di impostare gruppi di lavoro misti: sono la sintesi perfetta che genera stabilità. In Italia si parla troppo poco di Parità di Genere sul posto di lavoro, noi invece siamo ben felici di dare possibilità di crescita e carriera alle nostre dipendenti, mamme incluse! Sono tutte ben accolte, troviamo che siano una risorsa irrinunciabile e grande indice di maturità nel nostro team. Da sempre puntiamo su piani di sviluppo aziendale assolutamente paritari; la famiglia Deraweb è un gruppo eterogeneo che ha fatto anche di questo equilibrio un punto di forza. 

Grazie Fabio per averci aperto le porte di Deraweb e condiviso con HR Revolution Middle East, l’esempio positivo di una realtà aziendale solida che ha fatto delle Risorse Umane il suo motivo di orgoglio!

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