TELUS Digital Philippines, a leader in AI-powered customer experience and business process solutions, is setting a new standard for leadership development for its team members. The company believes that thriving next-generation leaders require a unique blend of skills, ranging from strategic leadership and team building to stakeholder management and driving innovation. These competencies are nurtured through a multifaceted approach that combines targeted training, mentorship opportunities, and a collaborative culture, empowering individuals to realize their full potential.
TELUS Digital Philippines emphasizes diversity and inclusion in its leadership development approach, ensuring all team members have access to opportunities through inclusive promotion practices, targeted hiring initiatives, and specialized bias and inclusion training. The company’s success in nurturing leadership talent is evident in its consistently high employee engagement scores (above 89% from 2019-2024) and low attrition rates, which significantly outperform other companies in the IT and BPO industry.
“Our goal is to transform the way people learn at TELUS Digital Philippines by enabling personal and professional growth to deliver exceptional customer experiences,” says Vic Catanghal, General Manager, Learning & Development, TELUS Digital Philippines. “We utilize a competency-based framework to develop targeted learning strategies for team members at all levels.”
Competency-Based Framework for Leadership Excellence
The framework is built on three pillars:
1. Core Competencies: Establish a foundation for all team members, emphasizing customer focus, strong support skills, technological proficiency, and self-development.
2. Leadership Competencies: Equip business leaders and managers with the tools to guide their teams effectively.
3. Functional Competencies: Provide specialized expertise tailored to specific roles, often involving technical or process-based knowledge.
Developing Next-Generation Leaders
These competencies are developed and reinforced through targeted programs and initiatives.
The Learning Multiverse, launched in 2023, supports newly promoted team members, emerging talent, and middle managers. It offers various development opportunities, including onboarding programs, upskilling workshops in areas like generative AI, and executive development courses for senior leaders.
The Explore Program builds foundational leadership skills for team members aspiring to step into Team Leader roles. Through courses, hands-on activities, and assessments, participants gain essential competencies to confidently take on leadership responsibilities.
For those already in leadership roles, the Leadership 101 Program enhances effectiveness in remote environments. This program focuses on critical skills specific to managing remote teams, enabling leaders to overcome challenges and provide strong support to their teams.
The Brilliant Coaching Program, a cornerstone of TELUS Digital Philippines’ mentorship strategy, equips team leaders and operational managers with the skills needed to mentor effectively. Participants learn coaching preparation techniques, how to conduct impactful coaching conversations, and how to utilize AI-powered tools to analyze coaching sessions and provide targeted feedback. By focusing on key performance indicators, sharing best practices, and leveraging skill mappings, this program ensures measurable results and underscores the importance of mentorship in the company’s leadership framework.
A Commitment to Continuous Learning
TELUS Digital Philippines’ commitment to continuous learning goes beyond individual programs. The company fosters a culture of growth by embracing diverse learning styles and providing various opportunities, including in-person classes, virtual courses, self-paced modules, and peer-to-peer programs.
Its leadership development initiatives aim to build a robust pipeline of future leaders by integrating innovation and generative AI (GenAI) learning across all organizational levels. This ensures leaders and emerging talents are equipped to leverage GenAI for efficiency, improved team engagement, and exceptional customer experiences.
TELUS Digital Philippines remains committed to making a positive impact on global citizens, communities, team members, and partners. Guided by its “humanity-in-the-loop” principles, the company ensures people remain central to every decision and solution it develops.