HR leadership today stands at the edge of innovation—whether in employee engagement, well-being, learning and development, fostering agile and adaptive workplaces, or aligning people strategies with business sustainability. HR leaders are at a pivotal moment, equipped with new technologies and approaches that allow them to reshape organisational culture, enhance employee satisfaction, and drive strategic success. 

As we navigate these current transformations, we can only wonder what the future of HR may look like. However, visionaries like Melissa Ribeiro, the Chief People Officer at Encora, have a unique ability to foresee and shape these trends. In an interview with People Matters, Melissa shares her insights on the ideal workplace culture, which she envisions as a blend of meaningful, innovative work and a supportive, growth-oriented environment - a workplace where talent feels motivated to stay and grow. 

Read here the edited excepts:

Tell us about your global HR leadership journey. What key moments have significantly shaped your approach to HR, and how have those experiences helped you grow as a leader?

I am a People & Culture professional through and through and have spent over two decades in HR leadership roles across diverse industries and geographies. All of these experiences have served to provide valuable insights into building and managing high-trust, high-performance global teams in the tech industry. 

A blend of business administration expertise and my clinical psychology background also allows me to bring a unique perspective (holistic as well as focused on catering to the individual employee) to my role as Encora's Chief People Officer, driving progressive transformation through strategic leadership in People & Culture and Talent Acquisition, enabling personal and professional growth for our workforce and driving value for our global customers. 

How do you see the future of work changing in the tech industry? What steps is Encora taking to help employees get ready for new technologies like AI, machine learning, and cloud computing?

The tech industry is rapidly evolving, with AI, machine learning, cloud computing, and data at the forefront of innovation. At Encora, we're proactively preparing our employees for this future through our robust learning and development programmes. We've established partnerships with leading tech companies to offer advanced certifications in cloud platforms like AWS, Azure, and Google Cloud. Our EncorAcademy e-learning platform provides continuous upskilling opportunities in emerging technologies, ensuring our talent stays ahead of the curve. Additionally, we encourage hands-on experience through hackathons and collaborative projects, fostering a culture of innovation and adaptability essential for the future of work in tech.

It is also very important to recognise that the learning experience differs from person to person. Some people learn better through text, others learn better through hands-on experience, or they may prefer short video content that can quickly impart knowledge that they can expand on in their own time. The motivation for learning can be different from person to person as well, and if we can show the workforce that we actually care about addressing their motivation through our learning and development programmes, we will see them expend more time and enthusiasm in learning.

This is a process we follow at Encora, catering to the needs, motivation and preferred channel for our employees at an individual level, and we have seen some fantastic results. 

As more AI and automation get added to HR processes, how is Encora using technology to improve how it manages people, enhances the employee experience, and makes better decisions?

It is important for the P&C or HR business partners to be prepared for the future, and that includes technology-readiness. By leveraging AI creatively, HR professionals can improve the scale and speed of operation. This involves asking the right questions, for example how can we use AI to improve the employee experience? AI can analyse the available data to come back to us with recommendations that can then be verified and then deployed by human professionals to create a better workplace and culture. 

At Encora, we're leveraging AI and automation to revolutionise our HR processes and enhance the employee experience. Our performance management system uses machine learning algorithms to provide more objective, data-driven insights into employee performance and potential. We've also adopted predictive analytics to improve our talent acquisition process, helping us identify the best candidates more efficiently. These technological advancements not only streamline our HR operations but also contribute to more informed, unbiased decision-making and a more personalised employee experience.

With remote and hybrid work becoming the norm, how does Encora maintain a strong company culture and teamwork across a distributed workforce?

At Encora, we view remote and hybrid work as a key benefit that enhances our company culture and empowers our employees. Our digital-first approach leverages cutting-edge collaboration platforms to ensure seamless communication and project management across our global teams.

The remote work culture is augmented by the state-of-the-art offices that we maintain in cities where we have a significant employee strength, these hubs allow our employees to come to office, connect, brainstorm and deliver value to our clients through collaboration. The high-performance and high trust culture we have created has consistently resulted in increased engagement and productivity across our distributed teams.

We also foster connection through virtual town halls and creative team-building activities that bring our distributed workforce together. Our ENCODE values (Enterprise Value, Curiosity, Ownership, Diversity, and Excellence) serve as a unifying framework, guiding our interactions regardless of physical location. We've found that this flexible work model not only improves work-life balance but also enables us to tap into diverse talent pools globally, enriching our culture and driving innovation. 

At Encora, flexibility extends beyond remote work. Employees are provided with the space they need and encouraged to work with their teams and stakeholders to design routines and careers that allows them to perform at their best, deliver client value and satisfaction, and grow professionally as well as personally. 

In such a competitive tech landscape, how does Encora keep top talent engaged? What are you doing to offer personalised career paths, learning opportunities, and benefits that matter to employees?

At Encora, we recognise that retaining top talent requires a multifaceted approach. A key factor is the opportunity for our engineers to work on exciting, cutting-edge projects with innovative digital-native clients and renowned enterprises undergoing digital transformation. This exposure to next-generation technologies and the chance to engineer what comes next in tech is incredibly fulfilling for our talent. 

We also realise that for the next generation of employees, the motivations may be different. For example, today employees are more conscious of the impact of their work and the value they are creating. It is also very important for the talent to feel that they are being heard and that their challenges are being addressed.

We complement this with clear career progression paths and personalised development plans, the ability to work on latest technology-led projects, all the while being supported by extensive learning programmes including advanced certifications and our proprietary EncorAcademy. 

Our commitment to work-life balance is reflected in flexible work arrangements and comprehensive wellness programmes. We foster a culture of recognition through peer-to-peer appreciation and annual global awards. This combination of meaningful, innovative work and a supportive, growth-oriented environment has contributed to our high retention rates and Great Place to Work certifications across multiple offices.

Looking ahead, what do you think are the big trends shaping the future of HR in the tech industry? How is Encora staying ahead and keeping employees engaged?

The future of HR in tech is being shaped by several key trends: the rise of skills-based hiring over traditional credentials, the increasing importance of employee wellbeing and mental health support, and the growing focus on diversity, equity, and inclusion. The DE&I focus is very important, because not only does it lead to a more equitable world, but it also creates new avenues of value by bringing different perspectives into play. 

At Encora, we're staying ahead by implementing AI-driven skills assessments in our hiring process, expanding our mental health resources, and setting concrete DEI goals. We're also embracing the concept of continuous performance management, moving away from annual reviews to more frequent, meaningful feedback conversations. By fostering a culture of continuous learning and adaptability, we're ensuring our employees remain engaged and prepared for the evolving tech landscape.