My Mentor Blog: Bernadette

Bernadette is one of our Team Managers at HGS UK. She shares with us her mentorship experience at HGS.

How would you describe the support/mentorship in HGS?

My mentor, Samantha - Operations Manager, immediately appointed a tenured Team Manager to be my Team Manager Buddy. I was made to feel welcome in an inclusive Team Manager chat where we are encouraged to ask and answer questions. There is always someone on hand to provide help and guidance. My Operations Manager provides tremendous support and I have been encouraged to further develop my transferable skills. I am now a confident and integral part of our team. I had some reservations regarding how a team spirit can be created when we all work from home but I can confidently state that the support and mentoring I receive is not any less than what I would receive if we worked together in a central location. A genuine camaraderie exists in the span team. This is actively encouraged by the Operations Manager. The support and mentorship are of the highest standard and are delivered to an exceptionally high standard. It exceeds all my expectations and previous experiences in other organizations.

How has your mentor helped you shape and develop your career in HGS?

My Operations Manager identified the best way to manage me as an individual. She treats us all as individuals and uses her experience and skills to bring out the best in her Team Managers. Opportunities to develop my toolbox of management skills and experience are provided to me according to my objective. The environment we work in is unlike any I have worked in previously. We have to be reactive and dynamic in our thought processes and actions. Sammi has nurtured these hidden skills in me and I receive constructive feedback after completing new tasks. Sammi also spends time de-briefing with me once I have completed a new task that is in addition to my Team Manager role. These debriefing sessions are held as 360-degree feedback sessions. I am encouraged to identify better ways of working. The new skills I have learned I use and pass onto my team of agents. Not only is Sammi developing me and my career within HGS, but I am also now developing agents who I believe will one day become good Team Managers. This allows the business to have contingency and continuity.

What have you learned from your mentor that inspires you?

My mentor taught me that I'm capable of far more than I believed. She has encouraged me to believe in myself and my abilities. She has inspired me to be adaptable when communicating and coaching my team of agents. I have become more strategic in my approach to my work. No two days are the same and it's important I'm adaptable and disciplined in my approach. I'm inspired to do my best, not be the best. By doing my best, I know I will exceed all professional expectations of me.

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