Breakthroughs Issue no. 1 2018 by IBPAP

COVER STORY

IBPAP to strengthen ties with NASSCOM at ASEAN-India Summit

IBPAP Vice Chairperson of the Board of Trustees Catherine Salceda-Ileto & DTI Secretary Ramon Lopez

By IBPAP Representatives from the IT & Business Process Association of the Philippines (IBPAP), Department of Trade and Industry (DTI) and other business leaders joined the delegation of President Rodrigo Duterte for the ASEAN-India Commemorative Summit. Aiming to further strengthen ties and foster collaboration on emerging trends and opportunities for IT-BPM industry, IBPAP and its Indian counterpart, NASSCOM, signed a Memorandum of Understanding (MOU), which will pave the way for the creation of a joint NASSCOM-IBPAP apex council consisting of members from each of the two associations. First signed in 2006, between representatives of IBPAP (then-BPAP) and NASSCOM in Mumbai, India, the latest Memorandum of Understanding is a continuation of both parties’ close to 12-year commitment to render mutual assistance and collaborations across the sector. Undersecretary of the Department of Trade and Industry (DTI), Nora Terrado expressed her optimism about the partnership, “In this global economy, the continued partnership between IBPAP and NASSCOM allows us to leverage the strength of both countries’ IT-BPM industries to stimulate their respective economies.” First signed by then IBPAP Chair Bong Borja, now Board Advisor of IBPAP and Asia President of Alorica, had this to say about the renewal of the partnership: “This 12-year commitment has already borne fruit. Within IBPAP alone there are 21 Indian-owned companies who contribute approximately $1.6B in annual revenue and employ approximately 52,000 people. We expect continued mutually-beneficial outcomes for all parties, while addressing key issues and circumstances that may arise within the IT-BPM sector together.” Karen Batungbacal, current IBPAP Board Officer and a signatory of the 2009 MOU, stated, “The IT-BPM industry has grown into a global industry splintering into a variety of services. Over the course of our partnership, we have found that the distinct types of services both India and the Philippines have are complimentary. The combination has enabled a lot of the digital disruption we now see on the global stage. Strengthening this partnership through the NASSCOMIBPAP apex council will enable a lot more of this in the future.” The joint apex council will deliberate and facilitate actions to address common challenges encountered by the IT-BPM industry on a global scale and share best practices. They plan to collaborate on conducting joint studies illustrating the WWW.IBPAP.ORG

positive impact the IT-BPM industry has on their respective economies and the rest of the world and promoting it as an aspirational career. “The global IT-BPM Industry is fueled by country collaborations and partnerships. India and the Philippines have always been strategic partners and today we reaffirm both our countries’ commitment in working together to grow the IT-BPM industry and enable innovation for companies all over the world,” said IBPAP Vice Chair and Senior Director for Marketing for Asia Pacific at Sutherland, Catherine Salceda-Ileto, who is one of the business leaders invited to the Presidential Delegation this month for the ASEAN-India Commemorative Summit. In a private ceremony held on January 26, Salceda-Ileto, together with DTI Secretary Ramon Lopez presented the NASSCOM-IBPAP MOU to President Duterte, which was followed by a signing of IBPAP’s commitment to create 1.8 million jobs in the Philippines through partnerships such as the one reinstated with NASSCOM. “With these two leading IT-BPM organizations sharing the common vision to uplift the lives of millions through education, training, and career development; the shift towards a digital future is one filled with opportunity for millions of lives,” said Secretary Lopez.

In this global economy, the continued partnership between IBPAP and NASSCOM allows us to leverage the strength of both countries’ IT-BPM industries to stimulate their respective economies.

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IBPAP to Nurture the Startup Community in the Philippines this 2018 By Krissa Magdaluyo, Project Lead, IBPAP

Think of a shopping cart. If Amazon’s Add to Cart button even remotely crossed your mind, welcome to the age of disruptive brands. Think about how easy it is today to buy that latest iPhone, the newly released John Green book, that specific Urban Decay palette, and how fast you can get it delivered from across the world. It is so easy that it is called one-click buying. For that kind of convenience, however, imagine the complexity and the amount of back-end service that goes into that one click. Nix Nolledo, co-founder and CEO of Xurpas, Head of the TWG for the SMEs and Startups Initiative, and a Board Member of IBPAP, shared precisely this. “To make something really easy to use, the complexity is unimaginable,” he said. This is where the Philippines comes in as an enabler of global disruption. For the longest time, the second major driver of our economy has been as top service provider of business and IT solutions, managing the complexity on the back-end and ensuring a seamless customer experience. However, less than two decades ago, SMEs and startups gradually started sprouting all across the country. We, the Filipinos, are becoming entrepreneurs and brand owners ourselves. But can we continue to be the leading solutions provider while also claiming to be the breeding ground for new and innovative companies?

in promoting innovation, and where everyone can be confident to take risks necessary to become a brand owner and an entrepreneur. In supporting struggling entrepreneurs, IBPAP hopes to also bring us back to the top of the list of the World’s Digital Cities. Jumpstarting that vision is IBPAP’s Takeoff. Takeoff, headed by the renowned entrepreneurs of the country, is a series of events in 2018 for the most promising startup companies to be given a platform so that they can pitch their products and services to the leading companies of the IT-BPM industry. By giving them access to exciting partnership opportunities and resources, they grow and mature in a sustainable way. IBPAP also plans to develop a Digital Filipino Portal to support entrepreneurs by making information on the latest technology as accessible to everyone as possible. The Digital Filipino Portal will be a onestop shop for all information regarding the growing Startup Community in the Philippines. Through IBPAP’s SMEs and Startups initiative, our country will not only be the top destination for managing the complex back-end services. Our country can aspire to be the top destination for disruptive brands as well.

TURNS OUT, IT’S NOT EASY. For starters, startups are generally penetrating a largely traditional market. To build trust - to be legitimate - takes years, if not decades. It takes millions of pesos, if not billions. Startups may have the best solutions, the most exciting pitches, the brightest teams, but only few ride along. This is where the IT and Business Process Association of the Philippines, Inc. (IBPAP) plays a pivotal role. IBPAP’s Roadmap 2022 identifies Startups to be key driving forces of today’s economy. This is backed by Tholons, a leading full-service Strategic Advisory firm for Global Outsourcing and Investments. Every year, Tholons releases the top 100 Digital Cities which identifies the top city destinations in terms of different factors like infrastructure, innovation, talent, workforce, and quality of life. Last year, Tholons added a new primary parameter on innovation that counts the number of startups in the city, its diversity and ecosystem, and the government incentives provided to promote entrepreneurship and digital transformation. The Philippines, from consistently being number two as a Digital City, moved down to number three. In light of this, IBPAP envisions a thriving startup ecosystem in the Philippines by 2022, where entrepreneurs can be equipped and empowered early on to penetrate the traditional market, where the government is involved

IBPAP envisions a thriving startup ecosystem in the Philippines by 2022 where entrepreneurs can be equipped and empowered early on to penetrate the traditional market, where the government is involved in promoting innovation, and where everyone can be confident to take risks necessary to become a brand owner and an entrepreneur. BREAKTHROUGHS ISSUE 1 2018

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TALENT BRANDING:

A Mixture of Marketing, Employer Branding and Talent Acquisition By Mitch R. Confesor, Content Marketing Supervisor, TeleDevelopment Services, Inc. You’ve already heard about marketing. You may even know the difference between corporate branding and employer branding. But talent branding? How does it beef up against talent acquisition? The corporate brand is how your customers and other people perceive of you and your image. The employer brand is how the people perceive of you as the employer of choice, the best place to work and be with. While your corporate or consumer brand refers to the attributes and values associated with your company’s products and services, your employer brand refers to the attributes and values associated with your company as a place to work. Your corporate branding or consumer branding reflects your company image, while your employer branding reflects your company culture. And this is where marketing comes in, and the need to focus on this new paradigm of talent branding. OUT WITH THE OLD, IN WITH THE NEW Before, when it comes to employer branding, most companies measured their effectiveness or efficiency against such metrics as employee retention rate, quality of hire, cost per hire and number of applicants. But in a 2017 employer branding poll to assess effectiveness, many companies use metrics including ranking/relative preference vs. talent competitors, brand awareness and brand experience, such as employee engagement and employee turnover, candidate satisfaction and new hire satisfaction. There are also measurements on employer brand attribute scores, or employer brand promises vs. experience, plus employee advocacy, as net promoter score, consideration or the percentage of target audience considering your company as a potential employer, and most importantly engagement with content posted in social/professional media (likes, comments and shares). In combining marketing and employer branding, the aim is to communicate and amplify the value of your brand to your target audience. But then, employer branding itself is a form of marketing, although there are stark differences between the two. The goal of marketing is communication and sales, while that of employer branding is quality and quantity hires. The audience of marketing includes prospects and customers, while that of employer branding includes candidates and employees. The messaging of marketing is consumer value proposition, while that of employer branding is employer value proposition.

For its call to action, marketing wants you to avail of our products or services, while employer branding wants you to work for us. At the end of the customer journey post-awareness and interest, marketing aims for customer intent and eventual purchase or availing of the product or service, while employer branding aims for candidate application and eventual hiring. THE ONSET OF TALENT BRANDING Talent brand, according to LinkedIn, is the highly social, totally public version of your employer brand that incorporates what the talent thinks, feels, and shares about your company as a place to work. Marketing has the so-called 4Ps which can be relative to talent branding: product, price, promotion, and place. For products, marketing offers goods and services, including quality, design, and features; talent branding offers available jobs, including its responsibilities, culture, and benefits. For pricing, marketing focuses on the cost of the product and service; talent branding centers on the prestige of the job offered. For promotion, both marketing and talent branding do advertising and public relations, although marketing has a sales force doing the selling while talent branding has a recruiters’ team doing the recruiting. For place, marketing is usually located where the products are sold and services are rendered, including advertisement placements on traditional media channels; talent branding is situated where the jobs are offered, like career websites, social media sites and personal networks. Talent branding is also specific in offering competitive pay, free food and travel perks as products, plus a desirable job, more autonomy in making decisions, and fast-paced lifestyle as price offers. Talent branding is as specific as targeted updates on LinkedIn, blogs about sales management, and YouTube channels for sales professionals as promotional points, together with networking events, employee referrals, LinkedIn and sales job boards as the places to be. Multi-channel platforms like WeRK.ph can assist you in your social media recruitment and talent branding solutions, and can help you close the gap on your talent acquisition challenges and mobile recruitment strategy. With marketing and employer branding in the mix for talent branding, the meat of our message now is talent value proposition. More than value added, it’s value multiplied.

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PROFI LES

In the Business of

DOING GOOD Accenture Corporate Citizenship lead for ASEAN Lito Tayag shares his personal story in the context of his philanthropic work today

“All throughout my education I have been a recipient of people who gave. It was natural for me to realize early on that people are generous,” begins Lito Tayag, Country Managing Director for Accenture, Inc. Philippines. In high school, Tayag went to a mission school established by Mother Rosa Memorial Foundation for disadvantaged but deserving students. This was in San Simon, Pampanga, at Assumpta Technical High School (ATHS). A scholarship also enabled him to finish Management Engineering at Ateneo de Manila University. That firsthand experience of generosity, being at the receiving end of it, led Tayag to believe that giving is a natural part of one’s journey in life. And when Tayag found himself in a position to be the giver – not necessarily in a financial capacity, at first – he took on the role without great difficulty. “There was almost no need for a realization. It was almost natural that when I will be able to have the capacity to give, [I would give]. That’s why I don’t attach the word ‘back’. Just give, because [other] people have given,” Tayag adds. In college at the Ateneo, Tayag took on the role of the giver by volunteering in extracurricular activities. “One of the things I was very proud of was [my work] with the Office for Social Concern and Involvement, providing immersion programs for the well-to-do students of our school,” relates Tayag. LEADING CORPORATE CITIZENSHIP Today, Tayag is Accenture’s Corporate Citizenship lead for ASEAN, a role befitting someone who has experienced being on both sides of the spectrum. Tayag, who is also the Chairman of IBPAP, feels strongly about being in the forefront of Accenture’s new direction for Corporate Citizenship, which is called Skills-to-Succeed in the New. In a LinkedIn post penned by Tayag, he describes: “In this new focus, we leverage Accenture’s strength in the digital world, but we are also inclusive as we support the youth who are at greater risk of displacement in the digital economy.” So it is not unusual to see Tayag spending a Saturday morning with a pen and paper in hand, tutoring young students at a public school; or making broad strokes with a paintbrush while getting public schools ready for school opening under the Brigada Eskwela program; or working with Gawad Kalinga communities to build sustainable businesses. Tayag considers this an important role, saying, “Leading CSR as

Country Managing Director is just as important as being part of CSR in a personal capacity. I have to walk the talk as far as the corporate citizenship of Accenture Philippines is concerned.” A CAUSE CLOSE TO HIS HEART Education, Tayag admits, is a cause that’s close to his heart. He sits on the board of non-profit organizations like the Philippine Business for Social Progress and Philippine Business for Education. Tayag is also Chairman of the Board of Assumption Antipolo, and is part of the board of the University of Assumption in San Fernando, which is owned by the diocese of San Fernando. And this is where Tayag’s story comes full circle in the most meaningful way: More than a decade ago, he was asked to be part of the board of Mother Rosa Memorial Foundation, and today, he is its chairman. Recognizing that mission schools are difficult to sustain, at some point reaching a level of donor fatigue, Tayag was among those who led the move to implement a socialized tuition fee program for ATHS. “ATHS is [today] a socialized school enjoying some level of success both in terms of expansion into the grade school and preschool and into the senior high school, and expansion in terms of total number of students. As a socialized school, it continues to subsidize the tuition fee requirements of about half of its total student population,” Tayag shares. Tayag and his brothers grant scholarships to deserving students who graduate from ATHS but have no means to go to college. A number of these beneficiaries are now working, paying it forward starting with their own families perhaps by helping send other siblings to school. Others volunteer in their respective churches and communities, similar to what Tayag did in his youth. “They’re giving back in ways that are not necessarily financial, [but] what they can afford to do. They give a lot of their own hearts because they know it would help other people as well,” adds Tayag. AM I DOING ENOUGH? While the ways in which Tayag gives are by no means insignificant, he often wonders if it is making enough impact. “Maybe I’m happy giving back, but even that, the return is personal. You have to ask yourself whether that return is concrete in the person receiving,” he says. “Those are the kinds of questions that are sometimes disappointing. Then you realize, ‘no, I haven’t moved the needle,’ or ‘there’s very little I’ve done.’ There has to be an impact on the other side as well, something more concrete. Is it a frustration or disappointment? Yes, but oftentimes, it’s not. Then you adjust what it is that I can do better, what I could make more impactful.” The millennial generation is one we can all take inspiration from, as they are, Tayag says, “probably even more aware of the need for corporate citizenship than the generation X.” Based on his interaction with them, millennials are “more conscious about the need to be part of a bigger community.” “It is important for us to realize that we should be part of giving back as soon as possible, and not necessarily [financially] but other things like time and talent that you could share early on. The sooner, the better, rather than always waiting for a time when you’re in a financial capacity to do so,” Tayag concludes.

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NEW ISN’T ON ITS WAY. WE’RE APPLYING IT NOW. NEW APPLIED NOW

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12TH INTERNATIONAL ICT AWARDS PHILIPPINES:

Exemplifying Excellence

Most Innovative Company of the Year Best First-Time Nominated Company of the Year Best Contact Center & BPO Company of the Year Best Global In-House Center Company of the Year Best Company of the Year for Animation & Game Development A TOAST TO THE INTERNATIONAL ICT AWARDS FROM GLOBE BUSINESS’ SENIOR VICE PRESIDENT PETER MAQUERA, CANCHAM’S EXECUTIVE DIRECTOR CORA DELA CRUZ, CANCHAM PRESIDENT & CEO JULIAN PAYNE, IBPAP PRESIDENT & CEO REY UNTAL AND PLDT APLHA’S VICE PRESIDENT & HEAD VICTOR TRIA. PHOTO: OJ SERRANO

The Canadian Chamber of Commerce of the Philippines (CanCham) announces the 12th annual International ICT Awards Philippines will be staged on 22 March 2018 at the Marriott Grand Ballroom in Newport Complex, Pasay City. The International ICT Awards Philippines gives recognition and tribute to outstanding contributors in achieving sustained growth and excellence in ICT. Major business organizations and high-profile business leaders in ICT led by the IT & Business Process Association of the Philippines (IBPAP), and Globe and PLDT as Title Sponsors, have supported the event over the years since its start in 2007.

Best Company of the Year Providing Services for Finance and Accounting

The recent ICT Awards 2017 held on 22 March 2017 was a jubilant year for the International ICT Awards Philippines as it moved forward on its second decade with a surge of more than 110 entries, surpassing the best record of all previous International ICT Awards Philippines events. There were a significant number of first-time participants in the International ICT Awards in 2017 with the launching of a new award category -- the “Best First-Time Nominated Company of the Year”.

Best Front-line Team of the Year

In 2018, awards will be given for outstanding performance and excellence, as follows: PREMIER AWARDS: Best Company of the Year Best Employer of the Year CATEGORY AWARDS: Best Filipino-Owned Company of the Year Best Company of the Year Outside NCR

Best Company of the Year Providing Services for Health Information Management Best Company of the Year for Information Technology & Software Development CORPORATE TEAM AWARDS: Best C-Suite Team of the Year

SPECIAL AWARD: Hall of Fame In response to wide expressions of interest, two (2) additional sub-events will be scheduled related to the 2018 event – an “Appreciation Reception” event on 27 November 2017 to give recognition to the ICT Awards 2017 winners, and a “Closing of Nominations Reception” event on 01 February 2018 to give recognition to ICT Awards in 2018. The culmination of the International ICT Awards will be the Gala Night with over 500 VIP guests, prominent figures, and business leaders in the ICT industry and other businesses that use ICT expected to attend. Nominations for the 12th International ICT Awards will be open starting on 01 December 2017 with deadline for accepting nominations on 31 January 2018. For more details, please visit www.ictawards.org.ph, or call the ICT Awards Secretariat at (+63 2) 843 6471 / 6466 / 6457 or email info@ictawards.org.ph. BREAKTHROUGHS ISSUE 1 2018

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WITH A.I., AUTOMATION:

New Job Titles, Descriptions to Emerge for 2023-2028 Only 1 Out of 3 Filipino Graduates is Employable —Report By Contact Center Association of the Philippines

About 65% of college graduates in the Philippines do not have the right skills and training to qualify for the jobs they are applying for. This is one of the alarming findings of a National Employability Report—Philippines conducted and released by New Delhi-based employment solutions firm Aspiring Minds. The study is based on analyses of 60,000 fresh graduates from more than 80 colleges across the country since Aspiring Minds started standardized multidimensional assessments for local businesses in 2014. Based on this, the company stated, “An economy with a large percentage of unemployable candidates is not only inefficient, but socially unstable, too. This calls for substantive intervention in curricula and teaching pedagogy at school and college levels to improve basic skills of students.” Interestingly, the study also found that while the top 50 colleges in the country produce graduates who have better skills, more than half of employable candidates have attended educational institutions that are not part of the top 50 colleges in the Philippines. According to Aspiring Minds, many local employers do not easily notice those employable graduates because they come from low tier colleges. Thus, it recommends implementation of hiring methods that are primarily based on meritocracy. BPO EMPLOYABILITY Employability figures for various functions within the business process outsourcing (BPO) sector also reflect lack of sufficient and required skills among the total number of graduates who aspire to work in the industry. This is true for inbound customer service jobs, for outbound sales, and for information technology (IT) helpdesk. According to Aspiring Minds, most of the candidates show deficiency in required cognitive skills, which most employers see as an indication of trainability on the job. CCAP’S CALL FOR IMPROVED EDUCATION SYSTEM For the Contact Center Association of the Philippines (CCAP), the findings are not surprising as the industry has been experiencing low hiring rates of about 6% to 10%. The findings also validate its earlier call for an improved education system that can produce high-skilled contact center candidates. “Over the years, we have been working with the Commission on Higher Education (CHED), the Department of Education (DepEd), Technical Education and Skills Development Authority (TESDA), and schools to look at the relevant skills that the industry needs, and how we can build those skills in the curriculum itself,” said CCAP Chairman Benedict Hernandez. “Students must be educated and trained to develop skills that are specifically required in the contact center industry.” CCAP, likewise, is partnering with Aspiring Minds to create intervention programs that will increase the graduates’ hireability. Industry analysts think that with the shifting focus of the contact center industry from provision of customer service to delivery of customer experience, greater efforts must be exerted to produce graduates with sufficient skills to meet the requirements of customer-experience focused businesses. GREATER EFFORT NEEDED “CCAP continuous to strengthen those efforts to improve education and skills of our graduates,” said CCAP President Jojo Uligan. “The study is very helpful detailed analysis and insights useful for our planning for intervention,” Uligan added. The study in full details will be presented and tackled in the upcoming Contact Islands, an annual industry conference that is scheduled this year on October 11 and 12 at Shangri-La’s Boracay Resort & Spa in Boracay Island. Contact the CCAP Secretariat Office at +63 843-0603 or send an email to events@ccap.ph for registration and sponsorship inquiries.

By TeleDevelopment Services, Inc. Ten years from now, your new job will have fancy titles – brought about by artificial intelligence, automation, and information technology. You can be a digital tailor, virtual store sherpa, ethical sourcing manager, or personal data broker. Moreover, you can be a bring-your-own-IT facilitator, man-machine teaming manager, or AI business development manager. Between the years 2018 and 2023, these will be the jobs of the future based on time frame and “techcentricity.” This is based on the November 2017 report “21 Jobs of the Future: A Guide to Getting – and Staying – Employed Over the Next 10 Years,” from the Cognizant Center for the Future of Work. HUMANS STILL NEEDED The Cognizant report said the nature of work will change due to automation and AI, but will not go away. In fact, it said, 21 new jobs will emerge over the next 10 years. The report said this is based on present major macroeconomic, political, demographic, societal, cultural, commercial, and technological trends today. These new jobs will then become cornerstones of the future of work, it added. Cognizant said its vision is based on trends and facts, interpretation of how change occurs, and how humans evolve. After all, the nature of work has always changed, it said. In the past, there used to be a demand for lamplighters in the streets, and limners to illuminate manuscripts. There were telegraphists, nursemaids, town criers, and knockeruppers in work mills. Now there are fewer switchboard operators, elevator operators, travel agents, bank tellers, or even secretaries. Soon, people will be nostalgic of mortgage processors, just as some are nostalgic of miners and steelworkers. Instead of doing “awful,” “hateful,” “dull, dirty, dangerous” jobs, people will be doing more “fulfilling, more enjoyable, lucrative work,” the report said. Consequently, AI and automation will liberate them from the bondage of work boredom. Robots and machines will not be stealing human jobs. After all, the imaginative, ingenuous, and curious humans create the machines, market and sell them, deliver, clean and fix them. PROMINENT SOON IN SHORT ORDER The 21 new jobs will create mass employment, the Cognizant report said. These jobs will benefit many workers in offices, stores, and factory floors that technology will displace or disrupt. The report presented the new jobs in the form of a job description from human resource departments. Cognizant said there will always be work for tattoo removal artists or e-gaming sportsmen. However, it considers these job titles as somewhat niche forms of employment. Additionally, it did not consider cybersecurity developers and cloud computing programmers. The report considered these current jobs as already well understood and well developed, booming in the short-term future. However, the report did not cover jobs it considered as “further out on the horizon.” These include “carbon farmers, 3-D printing engineers, avatar designers, cryptocurrency arbitrageurs, drone jockeys, human organ developers, teachers of English as a foreign language for robots, robot spa owners, algae farmers, autonomous fleet valets, Snapchat addiction therapists, urban vertical farmers, and Hyperloop construction managers.” The report stressed: “These are jobs that younger generations may do in the further off future.” BREAKTHROUGHS ISSUE 1 2018

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Placing the Filipino at the Heart of the IT-BPM Brand IT-BPM Brand Audit highlights the Filipino spirit as a key industry strength

By Adam Crayne of EON Group As trends in technology, politics, and economy disrupt the industry landscape, it is critical that systems are put in place to promote the sustained growth of IT-BPM in the Philippines. To ensure new strategies capitalize on our industry’s strengths and mitigate its weaknesses, IT-BPM’s leaders must first understand how the sector is perceived within the Philippines and in the international context. To address this need, IBPAP commissioned communications firm The EON Group to develop and implement a Brand Audit of the Philippines and its IT-BPM industry. For this study, EON synthesized data from desk research, social media conversations, and the sentiments of industry stakeholders to develop key insights. From these insights, EON identified the industry’s strengths, critical roadblocks impeding progress, and developed recommendations to fortify the industry. To complete this research, EON tapped an expansive network of global businesses, institutions, analysts, and thought leaders, including individuals from the DTI, DICT, TESDA, and DFA, who were invaluable in providing external perceptions of the country’s investment potential. Insights from the Audit underscore how IT-BPM’s growth in the country may be undermined by apprehension over the Philippines itself. While the global community acknowledges the role of the industry in sustaining the Philippines, cultural misconceptions persist which cast employees in a negative light and assume that the industry is made up entirely of call center agents. While respondents are confident that Philippine IT-BPM will adapt to new technologies, they nevertheless indicate the industry’s need to up-scale its skill sets and service portfolio to keep up with competitors worldwide. Lastly, the study notes how perceptions of poor infrastructure and political instability threaten investor confidence. The need for comprehensive strategies cannot be overstated when considering the diversity of issues impacting the future of investment in Philippine IT-BPM. While the Audit recommends several approaches to strengthening this potential, these all relate to one greater advocacy for which EON has long advocated: There is a demonstrated need for a country branding campaign which promotes the Philippines

in all its contexts. The Audit reveals how the Filipino’s creativity and determination have endured as the industry’s value proposition, and that this “unique Filipino spirit” should rest at the center of country branding efforts. The country branding endeavor requires continuous and meaningful collaboration across multiple institutions and geographies. Thankfully, private sector efforts to champion the cause are well underway. On November 7, 2017, the Brand Audit results were presented at the International IT-BPM Summit to an audience composed of local and international IT-BPM thought leaders. Since then, IBPAP and EON have worked diligently to promote industry and country branding to all relevant stakeholders: This past January 9, EON shared the Brand Audit with the Department of Foreign Affairs, and IBPAP is currently working to organize a presentation of the study to the Department of Trade and Industry. Guided by the results of the audit, EON and IBPAP endeavor to generate the resources and build the systems essential to enhancing our country and industry further, toward positioning the Philippines as the premier global IT-BPM hub.

The country branding endeavor requires continuous and meaningful collaboration across multiple institutions and geographies. BREAKTHROUGHS ISSUE 1 2018

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9TH INTERNATIONAL IT-BPM SUMMIT:

Top Executives, Analysts, Experts Share Insight on A.I.’s Impact on the Industry

George Yang, Founder & CEO of AI Pros

Eric Simonson, Managing Partner of Everest Group

Richard Jones, VP, Sales Asia Pacific of Automation Anywhere

Industry leaders, top analyst firms, and A.I. and automation experts gathered at the International IT-BPM Summit (IIS) held at the Makati Shangri-La, Manila to discuss the opportunities and headwinds brought on by the rapid development of disruptive technologies to the industry.

its adoption. Jones also noted how new technologies will help drive a global workforce transformation, essentially making jobs more meaningful for humans by emphasizing complex, creative and analytical skills and having robots take on the more repetitive tasks.

Themed Ph DNA: Human Tech, the 9th IIS went straight to the heart of the much-debated topic of artificial intelligence and its impact on the IT-BPM space and its workforce, bringing in experts and stakeholders from both the private and public sector to weigh in on the matter.

Meanwhile, Everest Group’s Managing Partner, Eric Simonson, led the discussion on the Future of Jobs, tackling the long-held notion that AI and automation will eventually replace the human workforce. The session highlighted the new service delivery technologies coming into the fore such as analytics, data and cognitive, impact on the existing workflows, and the more complex jobs and skills required, and how the Filipino workforce can adapt to fill this growing demand.

The Summit kicked off with industry heads, Rey Untal, President of the Information Technology and Business Process Association of the Philippines (IBPAP) and his counterpart, Jojo Uligan, President of the Contact Center Association of the Philippines (CCAP), opening the day’s activities and showcasing the strong partnership between the two associations that jointly hosted the event to address key industry issues, as well as opportunities on the horizon. This year’s event featured a permanent reactors panel comprised of representatives not just from the IT-BPM industry and its subsectors, but also from ancillary sectors in the telecommunications and real estate space, whose thought-provoking questions prompted a more thorough discussion during each of the Summit’s sessions. THE FUTURE OF THE PHILIPPINE IT-BPM SPACE Keynote speaker, Richard Jones of Automation Anywhere curated the session on the Future of Enterprises, delving into how businesses can leverage AI and robotic process automation (RPA) and the steps firms can take to accelerate

A panel of tech and IT-BPM experts led by George Yang, the founder and CEO of Silicon Valley startup firm AI Pros, hosted the session on the Future of Artificial Intelligence. As the session theme suggests, the panel delved into what we can expect from these new technologies and the competitive advantages it brings to the table, ultimately highlighting that AI is a solution rather than a headwind for the Philippine IT-BPM industry. Bringing together all the insights from their respective sessions, Richard Jones, Eric Simonson, and George Yang, were joined by Kamal Narang of Cognizant Philippines for the Summit’s first-ever power panel entitled the Future HeartBrain Collab. Moderated by CCAP Chairman, Benedict Hernandez, the plenary explored in great detail the impact of these new technological trends on the space and the role that the industry and workforce will play in harnessing these innovations.

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The Speakers & Panelists of IIS 2017

Artificial intelligence is a solution rather than a headwind for the Philippine IT-BPM industry.

Rey Untal of IBPAP, George Yang of AI Pros, Ambe Tierro of Accenture, Luis Pineda of IBM Philippines & Dr. Jin Kim of Wave Computing

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IBPAP Chair, Lito Tayag & Rajneesh Tiwary, Chief Delivery Officer of Sutherland

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Innovative Human + Tech Shaping the new narrative of the Philippine IT-BPM industry

By Catherine Salceda-Ileto

Vice Chairperson of the Board of Trustees, IBPAP Chairperson, TWG on Country Competitiveness, IBPAP Roadmap 2022 Chairperson, International IT-BPM Summit Senior Director and Asia Pacific Leader, Marketing & Public Relations, Sutherland

The Philippines has been the home of some of the IT-BPM industry’s biggest brands, driving local economic growth and making it a major player in the global marketplace. With the accelerated growth of technology, the industry needs to be creative, innovative and resilient to overcome the challenges. It is vital for our industry to maximize opportunities to elevate our talent and our competitiveness, and attract more local and foreign investments. Since the Accelerate PH: Future-ready Roadmap 2022 was released in 2016, the Information Technology and Business Process Association of the Philippines (IBPAP) and the Technical Working Group (TWG) on Country Competitiveness, composed of industry and subsector heads, government partners and leaders of allied industries, spent over a year conducting a brand audit through in-depth interviews and consultations with different communities and organizations to find the pulse of the country’s brand.

opportunities waiting to be tapped in their respective subsectors. “Having the subsectors actively participate in the thought process of Innovative Human + Tech is a testament to our collective commitment in growing this thriving industry and how much we celebrate inclusivity. Leveraging on the talent offered by these sectors amplified by technological innovations, we are taking our efforts further into the global stage, demystifying perceptions of what the Philippine IT-BPM industry is, and providing more value

Launched at the 9th International IT-BPM Summit, Innovative Human + Tech encompasses fostering a collaborative nature between stakeholders. It highlights the strengths of the Filipino talent, going beyond “just voice” and showcases sectoral services including animation, game development, digital or data processing and more. This new country brand embodies the Filipino vision of leveraging IT-BPM to further develop the local countryside, upskill English proficiency to digital and innovation excellence, and to power nations by connecting people. “Partnering with industry and government leaders puts us at an advantageous position as they have been instrumental in firming up Innovative Human + Tech. We believe that we as an industry can do so much more with all the new technologies available in the market to ramp up and diversify the Filipino talent in this vast digital space,” said IBPAP Vice Chair and TWG on Country Competitiveness Chair Catherine Salceda-Ileto. Industry sub-sector associations including Animation Council of the Philippines, Inc. (ACPI), Contact Center Association of the Philippines (CCAP), Game Developers Association of the Philippines (GDAP), Global In-house Centers Council (GICC), Healthcare Information Management Association of the Philippines (HIMAP), and Philippine Software Industry Association (PSIA) also came together to help make the new country narrative inclusive to encompass the numerous

Junie Del Mundo, Chief Executive Officer, EON

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to the services that we offer,” shared Ileto. IBPAP and the TWG on Country Competitiveness continues to extend its efforts to forge stronger partnerships with organizations across the globe by crossing borders and presenting the best that the Philippines has to offer. IBPAP recently signed a Memorandum of Understanding (MOU) with its Indian counterpart the National Association of Software and Services Companies (NASSCOM) at the ASEAN-India Summit in New Delhi. Included in this MOU is the creation of a joint NASSCOM-IBPAP apex council where both the Philippines and India can openly collaborate to achieve mutual growth.

“With the new country brand, we also want to emphasize the importance of collaboration because the IT-BPM industry is built and strengthened by the individual efforts of the different sectors, industries, and countries all over the world. Sharing Innovative Human + Tech in New Delhi brought me so much pride and joy because we had an opportunity to put the spotlight on the Philippines and highlight the uniqueness of our industry and workforce. We have also been invited to share our story in Singapore at the City Nation Place Asia Pacific in May. This goes to show that there really is a genuine interest in our country and the Filipino talent. We need to continue putting ourselves out there and get our voices heard for a stronger Philippine IT-BPM industry,” concluded Ileto.

Having the subsectors actively participate in the thought process of Innovative Human + Tech is a testament to our collective commitment in growing this thriving industry and how much we celebrate inclusivity. Catherine Salceda-Ileto, Chairperson, International IT-BPM Summit

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Top telcos Globe Telecom and PLDT Inc. co-hosted this grand industry gathering in partnership with IBPAP. Representing the industry giants were Globe Telecom Head of Enterprise and IT Enabled Services Mike Frausing and PLDT ALPHA Vice President and Head Vic Tria. Acknowledging them on stage were Catherine Salceda-Ileto, Lito Tayag, and Rey Untal.

Manila, Philippines (November 6, 2017) - The trailblazers of the Philippine IT-BPM industry were recently recognized in a grand awarding ceremony held at the Makati Shangri-La Manila. The Information Technology and Business Process Association of the Philippines (IBPAP) honored individuals and institutions that have been instrumental in putting the Philippines on the global map of the IT-BPM industry at the second IBPAP Flare Awards.

IT-BPM champions lauded at the second IBPAP Flare Awards

The first honor of the night was the Platinum Circle Tribute, given to organizations that have been generously contributing to IBPAP’s advocacies and activities. Representing the patrons were TaskUs Vice President, Head of Recruitment PH Carmela Sais, Jones Lang LaSalle Philippines, Inc. Project Leasing Manager Joy Gaffud, Leechiu Property Consultants, Inc. Executive Director Phillip Anonuevo, Globe Telecom Head of Enterprise and IT Enabled Services Mike Frausing, PLDT ALPHA Vice President and Head Vic Tria, and Santos Knight Frank Chairman and CEO Rick Santos. Present to pay tribute were Catherine Salceda-Ileto, IBPAP Chairman Lito Tayag, IBPAP President and CEO Rey Untal, IBPAP Membership Marketing Manager Indu Bhavnani, and IBPAP Board Trustees Kamal Narang and Luisito Pineda.

The National ICT Confederation of the Philippines (NICP), Inc. was granted the IBPAP-Globe Sapphire Flare for Brilliance Award for unifying the country’s ICT councils as they locate Next Wave Cities and advance the countryside development of the industry. Receiving the award were Board Member Wilfredo T. Sa-a, Jr., President Stephanie Caragos, and Treasurer Rosemarie Quinto-Rey. Presenting the award were Mike Frausing, Philippine Software Industry Association (PSIA) President Jonathan De Luzuriaga, Department of Information and Communications Technology (DICT) Undersecretary Monchito Ibrahim, and Rey Untal. The TESDA Training for Work Scholarship Program was also awarded the IBPAP Crystal Flare for Sparkler for continuously promoting the growth of the Filipino talent pool by allocating funds for educational vouchers on priority industries, including IT-BPM. Receiving the award was TESDA Deputy Director General for Communities and Local Government Units Services Atty. Diosdado O. Padilla. Presenting the award were Jopat Lelay, Benedict Hernandez, and Rey Untal. Dr. Vincent Fabella, President of Jose Rizal University was given the IBPAP Crystal Flare for Sparkler Award for his unwavering partnership with the association in bridging the gap between the academe and the industry since the launch of its first Roadmap in 2007. Receiving the award on behalf of Dr. Vincent Fabella was Contact Center Association of the Philippines (CCAP) Chairman Benedict Hernandez. Presenting the award were IBPAP Project Director Jopat Lelay and Rey Untal.

The IBPAP-PLDT Azure Flare for Industry Luminary was awarded to Jonathan Gurango for successfully establishing local and international software startups recognized by top companies such as Microsoft Corporation and later on serving as an advocate of SME growth in the country. Presenting the award was PLDT ALPHA Enterprise Vice President, Head CRM Victor Aliwalas, PLDT ALPHA Vice President and Head Vic Tria, and Rey Untal.

The IBPAP Crystal Flare for Beacon was awarded to Software Ventures International (SVI) for being the pioneer company in offshore software development services, which increased the country’s capacity to adapt to the technology of the future. Receiving the award were President and CEO of SVI Group Gil Guanio, President of SVI-Information Services America Jae Guanio, SVI Board Member Danilo de Jesus, and SVI founding members Felipe Manalang and Renato Quizon. Presenting the award were Lito Tayag and Rey Untal.

The IBPAP Crystal Flare for Kindler Award was granted to the Board of Investments (BOI) for spearheading initiatives on acquiring foreign ICT investments in the country since the industry’s early years. Receiving the award were Department of Trade and Industry (DTI) Undersecretary Nora Terrado and Board of Investments (BOI) Director Angie Cayas. Presenting the award were Rey Untal, Catherine Salceda-Ileto, IBPAP Board Advisor Rainerio Borja, and DTSI Group President and CEO Miguel Garcia.

IBPAP Chairman Lito Tayag capped off the night by exhorting the IT-BPM pioneers, leaders, and supporters to be persistent in their hard work and innovation as the industry arises from today’s challenges as a stronger sector in the future.

International IT-BPM Summit and Flare Awards 2017 Chairperson and IBPAP Vice Chairperson Catherine SalcedaIleto opened the ceremony declaring the importance of the IBPAP Flare Awards in uniting and inspiring the IT-BPM industry to continually move the needle towards its goals, especially that IBPAP is introducing the sector’s new country brand and narrative this year.

The Philippine Economic Zone Authority (PEZA) was given the IBPAP Crystal Flare for Radiance Award for championing the development of world-class economic zones, specifically by providing attractive incentives for IT-BPO and GIC locators, investors, developers, and operators. Receiving the award were PEZA Director General BGen Charito Plaza, PEZA Deputy Director General for Operations Mary Harriet O. Abordo, and PEZA Promotions and Public Relations Group Manager Elmer San Pascual. Presenting the award were IBPAP Board Advisor Danilo Reyes, Global In-House Center Council (GICC) Chairman Karen Batungbacal, and Rey Untal.

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Ana Maria “Penny” Bongato Executive Director for Talent Development, IBPAP

IBPAP Executive Director for Talent Development Ana Maria “Penny” Bongato was honored with a Service Excellence Recognition for her invaluable contributions to the growth of the local IT-BPM industry. In a video, Penny Bongato vowed to continue to be of service to the industry even after stepping down to pursue her passion as a motivational speaker, success coach, and trainer alongside world-renowned author Jack Canfield. The award was presented by her dear colleagues Alfredo Ayala, Marife Zamora, Catherine Salceda-Ileto, and Rey Untal to her four children.

Honoring Penny Bongato for Her Excellence in Service As part of the 2nd Flare Awards, IBPAP recognized one of its most dedicated people in the IT-BPM industry for her unwavering service in the education of thousands of lives through the programs of the Talent Development group of IBPAP. The recipient of the Service Excellence Recognition, Penny Bongato, has left a legacy. Marife Zamora, employee #1 hired by Penny 14 years ago and now the Chair of Convergys, stated: “Ms. Penny, the remarkable legacy you have left behind, will remain with us in the years to come.” She contributed more than 20 years toward her love for Talent Development & Human Resources in the IT-BPM. Retiring as IBPAP’s Executive Director for Talent Development, she held a key role in all human capital-related initiatives for the Roadmap 2022. This included implementing the current portfolio of initiatives, working with stakeholders to refresh the portfolio, anchoring the human capital technical working groups, and launching and strengthening the industry-academe-government Partnerships program.

Convergys Philippines Services Corporation, Chairman Marife Zamora

Fred Ayala, CEO of Ayala Education, had this to say about Penny: “I would actually like to rename this award to ‘The Joyful Service Excellence Award’ because when I think of Penny, that is truly how I think of all my interactions with her. For those of you who know Penny, I think you would agree that ‘joyful’ is a very appropriate word. I think you would agree that ‘service’ – not because we are a service industry, but because every thing she does is to serve the country and ‘excellence’, of course, [because of ] her dedication to doing things extra hard.” Lovingly called, Ms. Penny, she was identified as one of the pioneers of the Service Management Program (SMP), which recently won the People Management Association of the Philippines (PMAP) People Program of the Year Award. SMP is a testament to how the IT-BPM industry has empowered thousands of students introducing them to the IT-BPM career path. As Ms. Penny puts it, “My purpose is to inspire and be of service to others. To be the best that they can be and to help others transform their lives and take action.” We would like to thank and congratulate Ms. Ana Maria “Penny” Bongato as the recipient of the Service Excellence Recognition Award at the Flare Awards. Your passion for service and education has benefitted the lives of many and has transformed an industry and a nation.

Congratulations for a well-deserved IBPAP Service Excellence Recognition award! It was a memorable five years of working with you which started from CHED’s Service Management Program followed by the IT-BPM Roadmap 2022 and recently, the Human Capital TWG. I have seen your passion, hard work and commitment in making a difference not only in the IT-BPM industry but also in the whole country. I am sure you will not stop here as you continue to inspire more people to reach their full potential. I wish you more power and God’s blessings as you start a new chapter of your life.

Perla “Ella” Antonio Project Manager IBPAP

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LiveIt Solutions, Inc., Chief Executive Officer and President Alfredo I. Ayala

The IT-BPM industry’s tremendous growth has put talent development in the forefront of needs of IBPAP members. With her background in HR, Ms. P (as she is fondly called) has knocked on many doors and opened paths that led to collaboration and industry-academe linkages. This includes the assessment of skills of graduating students (GCAT) which led to the development of the Service Management Program. This program was awarded the PMAP People Program of the Year in 2017. This was only achieved because Ms. P would often ask “How can we do things differently?” and admit that “I do not know what I do not know”, which means she is always open to new ideas, paradigm shifts and out of the box suggestions. For sure she is not slowing down as she starts another phase. Good luck and God bless you, Ms. P. Zoe T. Diaz De Rivera QCCI Manager & Master Trainer Industry-Academe Linkages Lead Talent Development IBPAP

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A Look Towards the Future – IBPAP Talks Human Tech Series By Acie Arroyo-Cruz, HR Director, IBPAP

Pictured Above: IBPAP representatives received the PMAP Program of the Year Award for the Association’s continuing role in human capital development through its Service Management Program. (L-R: Rene Gener, PMAP Executive Director; Felix Dan Lopez, PMAP Vice-President; Jocelyn Pick, PMAP Board Trustee; Rey E. Untal, IBPAP President & CEO; Dr. Patricia Licuanan, CHED Commissioner; Cathy S. Ileto, IBPAP Vice Chair & Board Trustee; Penny Bongato, IBPAP Executive Director for Talent Development; Teresita Medado, APC Managing Director; Jopat Lelay, IBPAP Project Director; Ramon Segismundo, PMAP President; Edgar De Jesus, ROHM Electronics Philippines Inc. Director for Public Relations; Ric Bayao, Moog Controls Corporation HR Operations Manager)

A lot has been said about what the future of work will be like. It has been the topic of discussions, articles and conferences. In a technology-driven world, how will the future of work impact jobs and skills? Will we be replaced by robots? Will we be more efficient with the new technologies in place? Do we need to learn new skills to stay relevant?

Ayala Education’s Derrick Latrielle discussing Artificial Intelligence

The IBPAP Roadmap 2022 identifies Human Capital as one of the key focus areas in achieving the industry goals for 2022 and highlights how technological changes such as robotics, artificial intelligence, automation, and cloud computing will directly impact the IT-BPM sector with tasks that we do today having the potential to be automated. Thus, the need to upskill the workforce to be able to take on higher-skilled roles is important. But do we really understand what these new skills are? Taking this into account, IBPAP created an awareness campaign. The IBPAP Talks Human Tech Series kicked off last November 2017. This initiative is spearheaded by the Human Capital High Impact Program Technical Working Group, organized by the IBPAP-HRCC council and supported by the Department of ICT (DICT).

Mario Domingo of Ateneo Institute talks on AI’s Impact on User & Customer Experience

The free learning session aims to promote how the industry will evolve as defined in Roadmap 2022, educate the audience to have a better understanding of what the future skills are, and influence them to take action to upskill or reskill. Two learning sessions were organized in 2017 with over 100 attendees for each session covering topics on artificial intelligence, data analytics, user and customer experience and the digital reinvention of the industry. Featured speakers were Derrick Latrielle, Chief Learning Officer of Ayala Education; Daniel Meyer, President and Founder of Decision-Making, Analytics & Intelligence Philippines (DMAIPH); Jomari Mercado, National Technology Officer of Microsoft Philippines; Mario Domingo, Director of the Ateneo Institute for the Digital Enterprise; and JP Palpallatoc, Managing Director of Accenture Digital Philippines. The IBPAP Talks learning sessions will be made available online through social media to connect with a broader audience.

AAP’s Dan Meyer on Big Data Analytics

This year, companies and individuals can look forward to more learning sessions as the IBPAP Talks Human Tech Series will continue to feature thought-provoking topics on future work skills.

Accenture Digital’s JP Palpallatoc on Digital Reinvention

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Ensuring Occupational Health and Well-being in the Workplace By Acie Arroyo-Cruz, HR Director, IBPAP

L-R: Dr. Dennis Villarin (Senior Manager for Health & Wellness, Accenture), Dr. Micaela Defiesta (Occupational Health Physician and OSH Lead, Harte Hanks), Acie Arroyo-Cruz (HR Director, IBPAP), Dr. Jehremias Florante (Occupational Health Officer, DOLE -Occupational Safety and Health Center), and Dr. Edmyr Macabulos (National President, Philippine College of Occupational Medicine <PCOM>).

In November last year, IBPAP-HRCC organized a refresher course on Occupational Safety and Health Standards (OSHS). Eighty-eight participants in various roles in Human Resource, Facilities, Operations, Admin and Compliance from fifty companies attended the session to listen to what the speakers and panelists had to impart. The session covered OSHS and DOLE issuances on workplace policies and programs related to Drug-free Workplace, Tuberculosis, HIV/AIDS and Hepatitis B; DOLE Department Orders 178-17 and 184-17; and Challenges and Best Practices in Ensuring Occupational Health & Well-Being in the Workplace. Subject matter experts from the industry, government and partners were invited to speak and share their insights on relevant health issues. Dr. Jehremias Florante of the Occupational Health and Services Center of the Department of Labor and Employment (DOLE); Dr. Edmyr Macabulos, National President of the Philippine College of Occupational Medicine (PCOM); Dr. Dennis Villarin of Accenture; and Dr. Micaela Defiesta of Harte Hanks. A highlight of the session was a panel discussion wherein the audience had an opportunity to interact with the subject matter experts and ask their questions on hot topics such as stress at work, shift work and impact on workforce’s health, measuring effectiveness of pre-employment medical exams. Some key lessons learned from the panel discussion include looking at the incidences of ailments related to stress and impact of stress to mental health; best practices and interventions to help mitigate the risks of night shift or shifting work on the wellbeing of the employees; improving pre-employment medical exams to identify best suited people for the work environment. The annual refresher course on Occupational Safety and Health Standards is part of IBPAP’s commitment to the continuing education of its members on statutory labor requirements. The IBPAP-HRCC committee on Health & Wellness will evaluate the key take aways from the session to determine what can be included in the Health & Wellness Priority Agenda for 2018. WWW.IBPAP.ORG

A highlight of the session was a panel discussion wherein the audience had an opportunity to interact with the subject matter experts and ask their questions on hot topics such as stress at work, shift work and impact on workforce’s health, measuring effectiveness of preemployment medical exams.

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IBPAP Service Management Program wins People Program of the Year Award at the 41st PMAP Awards

By IBPAP

The Information Technology & Business Process Association of the Philippines (IBPAP) was recently recognized by the People Management Association of the Philippines (PMAP) for its Industry-wide initiative in scaling up the workforce and talent development through its Service Management Program (SMP). Along with IBPAP, the other 2 awardees were IBPAP Industry members: Thomson Reuters Manila for Employer of the Year and Sitel Philippines’ Haidee Cabanag Enriquez for People Manager of the Year. In a ceremony held for the 41st Annual Awards, the SMP was awarded the People Program of the Year, recognizing its unique ecosystem approach to human capital development and its role in improving the potential employability of college graduates. The program engages and links IBPAP’s Talent Development and its shared services of Project Management and Human Resources to industry and academe partners, creating an ecosystem for the development of Filipino talent within the IT-BPM Industry. Through this, employees within the industry, who are members of IBPAP, are engaged as volunteers to train both teachers and students at partner universities. These students are then developed to become career-ready for the IT-BPM space and competitive at a global level.

“The Service Management Program has become a model that can be used for other industries and has started a chain that produces graduates aimed towards careers of the future. IBPAP is the first association to do an industry-academe link with an actionable project. SMP is the 1st concrete IndustryAcademe link with results to prove it.”, said Dr. Patricia Licuanan, Chair of the Commission for Higher Education (CHED). The SMP was created to address a need identified by IBPAP and the CHED: talent and the job-skill gap. Under this jointinitiative, the SMP identified problem areas and embedded the subject matter needed to address the gaps into the curriculum. The program was granted P125M to target growth areas identified in IBPAP’s Next Wave Cities (NWC) program, which ran concurrent with the SMP. Ultimately, IBPAP’s NWC program gave SMP national reach, effectively impacting Filipinos in developing areas and becoming a model for other industries to develop their talent pools and the countryside. Along with IBPAP, Industry members of the association swept up the rest of the awards: Thomson Reuters Manila for Employer of the Year and Sitel Philippines Vice President of Operations Haidee Cabanag Enriquez for People Manager of the Year.

Receiving the PMAP Nomination award are CHED’s Dr. Patricia Licuanan, IBPAP’s Ms. Penny Bongato and President & CEO, Mr. Rey Untal.

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Shared Services Take Their Place Among Top Employers By Global In-House Center Council Philippines (GICC)

The shared services and GIC (global in-house center) industry is now home to some of the best, most innovative jobs in the country, according to a trade association representing 50 of the country’s top companies in the sector. These companies, based in the Philippines but providing knowledge-based services to some of the world’s largest companies, dominated this year’s People Management Association of the Philippines (PMAP) Awards and were well represented at the Asia CEO Awards, according to the Global In-House Center Council of the Philippines (GICC). GICC member Thomson Reuters was named PMAP Employer of the Year, competing against Accenture and Mercury Drug. People Manager of the Year was awarded to Haidee Enriquez of contact center Sitel, while GICC’s partner organization IBPAP (IT-Business Process Association of the Philippines), shared the award for People Program of the Year. GICC member B&M Global Services Manila was also a finalist for People Manager of the Year. One of the most prestigious corporate awards — judged by career HR practitioners, members of academe and government — PMAP is typically won by blue-chip corporates with decades of consumer name recognition.

Winners all: People Manager of the Year Haidee Enriquez (SITEL), Peter Buenaseda of Thomson Reuters Manila, and joint winners of People Program of the Year, IBPAP and Rustan Supercenters, Inc. (Photo, Thomson Reuters Manila)

Shared services companies were also very much present at the Asia CEO Awards: B&M Global Services Manila was the inaugural awardee for Wellness Company of the Year, while GICC members AIG, ANZ, DB Schenker and Shell were finalists. Three other members — White & Case DSM Manila, JLL and Regus — also sponsored award categories. “These awards prove that things have changed for Philippine offshoring,” says GICC Chair Karen Batungbacal. “Shared services and GICs are growing fast, creating competition for talent that in turn demands the highest-quality HR thinking,” Batungbacal continues. “As we fight to keep our competitive position in knowledge outsourcing, we need fresh ideas and innovative programs to ensure that Philippine talent remains among the best in the world.” Incorporated in 2014, the GICC now represents more than 50 shared services/ global in-house centers from around the Philippines. More information on the organization and its activities at www.giccphilippines.com. Members of Thomson Reuters Manila’s Leadership Team, HR and Site Management celebrate their win as PMAP’s Employer of the Year. (Photo, Thomson Reuters Manila)

GICC’s 2018 Board. From left: Peter Buenaseda (Thomson Reuters), Paulo la’O (Wells Fargo), Vice-Chair Elaine Kunkle (Henkel), Board Chair Karen Batungbacal, Patricia Remulla (Proctor & Gamble), Gigi Mantaring (Manulife), senior adviser Noel Paraso, and Chris Eugenio (Baker & McKenzie GSM).

NEW TRADE GROUP LEADERS SET HIGHER PROFILE FOR KNOWLEDGE SERVICES WITHIN BPO INDUSTRY As the Philippines faces increased global competition for the market, the Global In-House Center Council, the trade association of shared service/in-house centers operating in the Philippines, has announced its 2018 Board of Directors. The new board was installed in August 2017, and will serve for one fiscal year. The four new board members are GICC Vice-Chair Elaine Kunkle (Henkel), Chris Eugenio (Baker & McKenzie GSM), Patricia Remulla (Proctor & Gamble), and Peter Buenaseda (Thomson Reuters). Extending their terms are 2017 board members GICC Chair Karen Batungbacal, Gigi Mantaring (Manulife), Paulo la’O (Wells Fargo), and senior adviser Noel Paraso. WWW.IBPAP.ORG

HR team members from B&M Global Services Manila, inaugural winner of Wellness Company of the Year at the Asia CEO Awards. (Photo, B&M Global Services Manila)

With shared services a relatively new sector in the Philippine BPO landscape, GICC’s Board is made up not of industry figureheads, but of working executives who built and continue to manage the facilities now generating some 100,000 Philippine jobs (2016 figures). GICC’s more than 30 members are primarily Fortune 500 companies, whose facilities in the Philippines provide high-value knowledge services to global and regional networks. These services include IT/software, finance and accounting, human resources and employee benefits, healthcare documentation and support, legal support, and content creation, design and management. As a partner association of the IT-Business Processing Association of the Philippines (IBPAP), GICC contributes to the BPO industry’s advocacy for business continuity, workplace welfare, and talent sustainability. By setting and sharing industry best practices and assisting potential locators, the GICC works to strengthen Philippine leadership in high-value work in the global business services sector. More on the organization and Board members can be found at www.giccphilippines.com.

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IBPAP HR SUMMIT: IT-BPM Industry Remains Steady Amidst Disruption By Acie Arroyo-Cruz, HR Director, IBPAP

With almost 500 delegates in attendance, the IBPAP HR Summit broke previous records. Key industry players and leaders, stakeholders, HR practitioners and academe partners convened at the Marriott Hotel, Pasay City from August 23 to 24, 2017 to listen to thought leaders and industry experts.

Rey Untal, IBPAP President and CEO, gave the welcome remarks at the HR Summit.

With a fitting theme “Humanizing Disruption,” the HR Summit recognized the influx of disruptive forces and how these are constantly changing the dynamics of the workplace, particularly in the ever-growing IT-BPM industry. “The new world of work,” according to the IBPAP HR Summit, is one that is digital and diverse, yet does not completely disregard the human element. Now more than ever, HR professionals are challenged to evolve and transform into change managers. As part of this major shift, HR needs to step up processes such as talent acquisition, talent development, and performance evaluation, and find ways to use these disruptive forces to the advantage of any organization. Keynote speakers included Lito Tayag, Chairman of the Board of Trustees, IBPAP, and Country Managing Director, Accenture Philippines; Daniel Meyer, Founder and Analytics Champion, Decision-Making, Analytics and Intelligence Philippines; and Lope Doromal, Jr., Chief Technology Officer, IBM Philippines. Cathy Salceda-Ileto, Vice Chairman of the Board of Trustees, IBPAP, and Senior Director of Marketing and Public Relations, Sutherland Global Services, gave the concluding remarks. Plenary and breakout sessions led by key players in the IT-BPM industry tackled issues around recruitment, training, and performance evaluation, as well as diversity and inclusion. The powerhouse lineup of speakers included Darryl Parrant of Willis Towers Watson, Eric Yee of LinkedIn, Max Armbruster of TalkPush, Marby Tabungar of Genpact, Sarab Preet Singh of Citibank, Eric Riego de Dios of B&M Global Services Manila, Engelbert Camasura of Asia Select, Brian Hood of JPMC, Roshni Mahesh and Ting Lye of Mercer Marsh Benefits and Ira Reyes of Accenture Philippines. Leaders in the IT-BPM industry spearheaded the panel discussions on how HR can remain relevant amidst the disruption, employee experience, employer branding, and best practices on diversity and inclusion in the workplace. The summit highlights included a live interview of Coco Quisumbing with 2016 PMAP People Manager of the year, Peter Buenaseda of Thomson Reuters, an inspirational talk by IBPAP’s very own Executive Director for Talent Development, Penny Bongato, and featured IBPAP President & CEO, Rey Untal’s first speaking engagement to the HR community.

The IBPAP HR Summit also marked the launch of the IBPAP Framework for Developing a Meaningful Enterprise-Level Health and Wellness program, My Dream In A Shoebox Year 9, and the IBPAP HR Summit app powered by Pointwest. The IBPAP HR Summit 2017 was supported by the IBPAP-HRCC committee, event partners PLDT, Cognizant, Storm Benefits, Aspiring Minds, Grab, Samsung, TeleDevelopment, Maxicare and DDI. As the enabling organization of the IT-BPM industry, IBPAP remains committed to strengthening the HR sector as a whole, taking the lead in forming collaborations among industry stakeholders to take on the challenge of disruption.

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I T- BPM GI VES BACK

JPMorgan Chase & Co., and its Foundation is recognized around the world for providing over USD $200 million annually towards a variety of charitable initiatives to over 8,000 not-for-profit partners across communities in 44 countries where it operates. The firmâ&#x20AC;&#x2122;s commitment over the years to charitable giving remains evident as it incorporates philanthropy, volunteerism and employee engagement into its overall Corporate Responsibility agenda. To carry out its mission of building vibrant communities around the globe, the firm and the Foundation, strategically focuses its efforts in 3 key centers of excellence- workforce readiness, financial capability and small business development. In the Philippines and over the last 10 years, JPMorgan Chase & Co. manages a balanced portfolio of investments and disaster response initiatives in partnership with leading not-for-profit organizations. Additionally, the firmâ&#x20AC;&#x2122;s employees have turned in 30,000 volunteer hours across 100 activities in 2016 towards a wide-range of causes. For questions contact: Pixie Javier-Gutierrez, Head of Communications, Philippines (patricia.javier-gutierrez@jpmorgan.com).

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Bigger Dreams, Building Hope, and Touching Lives By Acie Arroyo-Cruz, HR Director, IBPAP My Dream in a Shoebox, the beloved Christmas tradition spearheaded by IBPAP and integrated marketing communication firm TeamAsia, continues to bring smiles to underprivileged children in the Philippines. In 2017, IBPAP and TeamAsia aimed to gather cash donations worth Php 250,000 and provided 75,000 shoeboxes filled with school supplies to different beneficiaries and institutions across the country. To achieve this, they partnered with Loc&Stor 24/7 Secure Self-Storage for the provision of warehouse space; National Bookstore for the provision of discounts and free delivery of school supply donations; Res|Toe|Run and Primer Group of Companies for assisting campaign through joint marketing initiatives; and the Yellow Boat of Hope Foundation for support in helping us reach more communities, especially remote areas, in the country. Yellow Boat of Hope Foundation is a campaign that promotes the safe transportation of children who have to swim to school. It started with the provision of yellow school boats to impoverished coastal communities and extended to the establishment of classrooms, dormitories, and bridges. Its holistic approach to youth empowerment has also led to the provision of school supplies, food, livelihood, and scholarships. Yellow Boat of Hope Foundation and My Dream in a Shoebox share the same mission of enabling underprivileged kids to pursue a bright future. “Do not underestimate the value of one shoebox for a kid who crosses a river just to go to school,” said

Dr Anton Lim, president and founder of the Yellow Boat of Hope Foundation. IBPAP and TeamAsia organized four gift-giving events in December for the following beneficiaries: Payatas Orione Foundation in Quezon City; Christ the King Parish in Las Piñas City; San Pedro Calungsod Parish in Muntinlupa City; and Ascension of our Lord Parish in Parañaque City. All gift-giving events were supported by IBPAP member companies and various My Dream in a Shoebox donors, who sent employees to join as volunteers. In all of the events, over 3,000 kids received shoeboxes filled with school supplies, participated in parlor games, and showcased their talents for the volunteers. Several companies also organized their own gift-giving activities like Capital One Philippines Shared Services Corp., Alorica Inc., VXI Global Solutions, Wipro Business Process Services, American Express International, Inc., Amaysim Philippines, Inc., and many more. As of January 2018, My Dream in a Shoebox was able to gather more than 77,000 shoeboxes and Php 200,000 cash donations. The success of My Dream in a Shoebox Year 9 would have not been possible without the support and active participation of Dream-Builders, the generous partners and sponsors of the campaign who made #BiggerDreams come true. My Dream in a Shoebox gives the industry an opportunity to touch lives and build hope in the hearts of the children that a brighter future is possible through education.

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More than 77,000 shoeboxes and Php 200,000 cash donations

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The Power of Us

By TaskUs PH We at TaskUs take pride in powering the world’s most disruptive companies. For the past nine years, we have been making a difference by providing a next generation customer experience to tech booms and helping them scale effectively. This not only helped us mirror the growth of the companies we were supporting, but as with seeking continuous growth, we have also continuously sought for ways to give back. Last April, the TaskUs TUCLAS team led a group of mountain climbing enthusiasts to bring school supplies to the children of Basao in the Cordilleras. Donations from different TaskUs sites filled 18 boxes and gave smiles to 250 kids. Through the activity, the group was able to reach new heights, traveling almost ten hours from Manila just to help people who were badly in need. The activity was also able to show what TaskUs can truly do. Inspired by the Books for Basao project, TaskUs was able to develop a community development program. Through the development of TaskUs’ CSR projects, employees are inspired to cultivate their sense of purpose and goodwill. The program enables them to use their skills in empowering others and making a difference—this time by helping the various sectors of the community. And it’s not just about making a difference, but providing sustainable changes. In one recent project, TaskUs went to TIP Tabing Dagat, an indigent community in Noveleta, Cavite. The community has little to no access to restrooms and proper education. TaskUs aims to help, not just by giving financial assistance, but also by being the bridge to obtaining these necessities that will make their lives better. As a well-rounded organization, the CSR projects do not only aim to help poor communities, but also be of help to a number of other causes: the environment, animal rights and welfare, elderly care, innovation for

The CSR projects do not only aim to help poor communities, but also be of help to a number of other causes: the environment, animal rights and welfare, elderly care, innovation for sustainable living, and diversity and inclusion, among others. sustainable living, and diversity and inclusion, among others. The past few months have been really busy with the different projects the team has managed to conduct left and right. As of August, a donation drive helped the victims of war in Marawi; simple wishes of orphaned children in Pampanga have been granted; and employees have done good for the environment by planting mangrove saplings and doing a coastal clean-up in Batangas. TaskUs has always had the capability of bringing forth change. This time around, it’s not just tech companies who will experience what TaskUs can do. The positive impact of TaskUs’ CSR projects will slowly branch its way to small communities, and hopefully to the rest of the world. Because with the power of us, anything is possible.

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CONVERGYS’ AWARD-WINNING CSR keeps growing Convergys Philippines, through its award-winning CSR campaign Give a Bag of Hope (GABOH), has widened its reach this year to also include social enterprises such as Bag943 and Tahanang Walang Hagdanan. GABOH is Convergys’ annual campaign that seeks to address a major cause of school dropouts: the lack of school supplies. Now on its third year running GABOH, Convergys Philippines seeks to improve the lives of not just the country’s publicschool elementary pupils, but also the lives of persons-withdisabilities (PWDs) and others in the marginalized sectors. In partnering with enterprises like Tahanang Walang Hagdanan, the country’s top BPO is able to provide sustainable income for the men and women in these organizations throughout the duration of the campaign. The school bags, which were hand-crafted by the men and women of Bag943 were delivered to Tahanang Walang Hagdanan where they were filled with school supplies and story books by the residents of the home for PWDs. “Napakalaking pasalamat namin kay Convergys na isinama kami sa GABOH. Malaking tulong talaga para sa amin at sa mga pamilya namin yung perang ipinambabayad nila sa amin (We are very grateful to Convergys for including us in GABOH

this year. The salary they pay the men and women of our organization goes a long way in helping us and our respective families),” says Domingo Literal, Workshop Operations Director of Tahanang Walang Hagdanan, who has been with the home for more than a decade. Every year, GABOH is driven by Convergys employees who donate a portion of their salaries to generate funds for the bags and school supplies, which are then distributed to schoolkids in public schools across the country. This year, employees raised over Php 18 Million which is equivalent to 35,000 bags and supplies. “Ikinararangal naming makasama sa proyekto ng Convergys ngayong taon,” says Obet Sumayao, a silkscreen artist living in Tahanang Walang Hagdanan. “Sana kapag natanggap ng mga bata yung mga bag nila ay mas ma-engganyo silang mag-aral at maghanda para sa kanilang mga kinabukasan.” (It’s an honor for us to be part of Convergys’ project this year. I hope that when the schoolchildren receive their bags, it encourages them to study more and prepare for their future.) Type #GiveABagofHope3 on Facebook for more info on Convergys GABOH.

We are very grateful to Convergys for including us in GABOH this year. The salary they pay the men and women of our organization goes a long way in helping us and our respective families. WWW.IBPAP.ORG

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Genpact Recognized at the Asia Corporate Excellence & Sustainability (ACES) Awards The ACES Awards has just bestowed upon Genpact Philippines the honor of being among the Top Companies to Work for in Asia. And what’s more, Dan Reyes, Genpact’s Country Manager of Philippines, has been recognized as Outstanding Leader in Asia. The Asia Corporate Excellence & Sustainability (ACES) Awards recognize successful companies and individuals in Asia across two main categories leadership and corporate social responsibility. The Awards recognize the achievements of local and multinational businesses for their contributions to the communities in which they do business, as well as society, the environment, and the world at large. So why did Genpact win the leading employer award? The company’s people-centric approach and demonstration of a strong commitment towards employee empowerment and enrichment have been key contributors for this award. In addition, Genpact’s investment in their people and their skill development, and robust programs for rewards and recognition were also key reasons for their distinguished award in the Top Companies to Work for in Asia category. Dan Reyes won the Outstanding Leader in Asia award for his sound leadership in spearheading the growth of the company as well as the industry in the country. He has demonstrated sound business acumen and passion and is a remarkable example of a dynamic Filipino leader. Congratulations, Dan! And congratulations to Genpact Team Philippines also!

Personiv Turns Over Solar Panel to Antipolo By Personiv

Last December 15, 2017, Personiv donated solar panels to the Precious Heritage Children’s Home, an orphanage in Antipolo, for its fourth quarter Corporate Social Responsibility activity. The turning over of the solar panel was headed by Personiv’s Executive Vice President and Country Site Head for the Philippines, Paulo Cheung. Accepting the solar panel was Joel Santos, Executive Director of the Precious Heritage Children’s Home. Witnessing the ceremony were the management teams from Personiv Manila, Coimbatore, Gurugram, and the US. Some of Personiv’s VIP clients and representatives from Solar Philippines also joined the event. The 29 kids in the orphanage were treated to breakfast, and were given gifts of clothes and Christmas goodies. Aside from the solar panel, Personiv also donated medicines, nebulizer, rice, tables and lockers. BREAKTHROUGHS ISSUE 1 2018

I BPAP CALENDAR

IBPAP 2018 CALENDAR OF EVENTS

J A N U A RY

FEBRUARY

MARCH

AP RIL

HRCC Q1 Assembly

IBPAP Talks

Business Resiliency Summit

HRCC Q2 Assembly

Breakthroughs

NASSCOM India Leadership Forum

ICT Awards

General Membership Assembly Meeting

Data Privacy Act Briefing

General Membership Assembly Meeting

Executive Series

Train Package 2

Take Off

M AY

J UNE

J ULY

AU GU S T

GLS Refresher

IBPAP HR Summit

HRCC Q3 Assembly

Take Off

PEZA Forum

Executive Circle

General Membership Assembly Meeting

General Membership Assembly Meeting Take Off

SEPTEMBER

OCTOBER

NOVEMBER

DE CE M BE R

PEZA Forum

HRCC Q4 Assembly

OSH

IBPAP Membersâ&#x20AC;&#x2122; Christmas Party

Executive Series

Launch 0f 2018 Annual Survey

MDIAS

IBPAP Talks

General Membership Assembly Meeting

Take Off Flare Awards IIS IBPAP Talks General Membership Assembly Meeting

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I BPAP 2017: A LOOK BACK