Ep. 82: The Journey to Becoming an Impactful BPO HR Leader

Summary

In this episode of the Digital Irresistible Podcast, host Bernie Bores interviews Liz Cabrera, HR Manager at iore Philippines, who oversees 2,000 employees. Liz discusses her career journey, from starting as a telephone banker to becoming an HR leader. She shares insights on employee relations, the importance of effective communication, and the role of leadership in her growth. Liz emphasizes the impact of working for iore, where personal development and internal promotions are prioritized, and highlights her passion for helping others succeed. Outside of work, she enjoys traveling and free diving.

Takeaways

• 👩‍💼 Liz Cabrera is an HR Manager at iQor Philippines, supporting nearly 2,000 employees across one of the company’s 17 sites.
• 🧭 Her role as HR Manager involves managing the full employee lifecycle—from onboarding to offboarding—ensuring compliance, engagement, and development.
• 📞 Before joining iQor, Liz worked as a telephone banker and tech support representative, where she learned the importance of active listening and understanding customers.
• 💬 Liz emphasizes that communication is a two-way process—listening first is key to resolving issues effectively.
• 🌟 She was drawn to iQor by its strong leadership culture and its motivating tagline, 'Be More with iQor.'
• 🚀 Liz’s career at iQor progressed rapidly due to her willingness to take on challenges, her hard work, and her leaders’ mentorship and belief in her potential.
• 🤝 Supportive leadership played a crucial role in Liz’s development; her managers encouraged and pushed her to apply for roles she initially felt unqualified for.
• 💪 Liz believes iQor truly lives its values by promoting from within and recognizing employee potential, helping individuals grow both professionally and personally.
• ❤️ She values her personal growth at iQor—not only in her career but also in maturity, empathy, and the ability to understand and help others.
• 🏝️ Outside of work, Liz enjoys traveling and free diving, especially at the beach—activities that allow her to relax and recharge.

Q & A

What is the main responsibility of an HR Manager at iore Philippines?

The main responsibility of an HR Manager at iore Philippines is to manage the employee lifecycle from onboarding to offboarding. This includes ensuring that employees are compliant with company guidelines and policies, while also focusing on employee relations, labor relations, compensation, benefits, and other HR functions.

Can you explain what the 'employee lifecycle' includes in the context of HR?

The employee lifecycle in HR includes all stages an employee goes through during their tenure at a company, from recruitment and onboarding, through their training and development, to their eventual offboarding when they leave the company. It encompasses all aspects of managing employees' experiences throughout their time with the organization.

How did Liz's previous career prepare her for the HR Manager role at iore?

Liz’s previous career in customer service, where she started as a telephone banker and later handled consumer tech support, helped her develop strong communication skills and the ability to listen actively. These skills were vital for resolving issues and understanding others' perspectives, which she now applies in managing people and resolving HR-related challenges.

What attracted Liz to join iore, and what did she find appealing about its leadership?

Liz was attracted to iore because of its strong leadership and the company's tagline 'Be More with iore,' which resonated with her. She appreciated working with leaders who saw her potential, treated her as an individual, and supported her development. This sense of being valued and seen as more than just an employee influenced her decision to join the company.

What role did Liz's leadership experience play in her transition to HR management?

Liz’s experience with leadership played a crucial role in her transition to HR management. She was coached by her leaders who believed in her potential, encouraged her to take on challenges, and pushed her to apply for roles she initially thought she wasn't qualified for. Their support helped boost her confidence and prepared her for the HR Generalist position.

Why did Liz initially hesitate to apply for the HR Generalist role?

Liz initially hesitated to apply for the HR Generalist role because she felt she lacked formal HR experience. Despite this, her leaders and mentors encouraged her to apply, believing in her abilities, which ultimately helped her overcome her doubts and pursue the role.

What is the 'Be More with iore' tagline, and how does it reflect the company's culture?

'Be More with iore' reflects the company's commitment to developing employees not just professionally, but personally. The company promotes internal growth, offering career development opportunities and recognizing employees’ potential, which is part of the reason why Liz enjoys working at iore.

What does Liz find most impactful about her career at iore?

Liz finds the personal development she has experienced at iore the most impactful aspect of her career. She values the maturity she has gained, the way she interacts with others, and the ability to understand people better. She cherishes the inspiration and impact she has on others as part of her role in HR.

How would Liz describe the work environment at iore to prospective employees?

Liz would describe the work environment at iore as one that helps people grow, both professionally and personally. She emphasizes that iore fosters a culture where employees are encouraged to step up and develop their careers, with leaders who recognize and support their potential.

What does Liz enjoy doing for fun when she's not working?

When Liz is not working, she enjoys traveling, particularly going to the beach and engaging in free diving. She finds these activities relaxing and fulfilling in her personal time.