Job title: Human resources account manager
Company: One2One
Job responsibilities
The design and delivery of the HR strategy for One2Ones customer services function this covers over 3,800 people.
Previous jobs?
HR manager, Phonepoint Ltd (a BT subsidiary); personnel controller, BT Cellnet, organisational change consultant for BT; and VP organisational development at Chase Manhattan.
What attracted you to HR?
An interest (perhaps naive) in occupational psychology and the way people work in organisations.
Which of your previous jobs has had the most impact on your current role?
My job as an organisational change consultant was more sales- and revenue-focused, which gave me an external view of HR.
What are the key skills that you need to succeed in your current role?
A good understanding of the mobile business and a passion for customer services in particular; an ability to work in partnership with all parts of the organisation. Also, a strategic capability to understand how the market will change.
What do you enjoy most about your job?
The constant change. Over the past four years weve increased customer numbers by eight million and trebled the number of employees. Our products have grown in range and complexity.
What do you enjoy least about your job?
Dealing with emails.
What has been your greatest achievement in work?
Over the past year we have recruited and trained over 2,400 customer services people a tremendous challenge.
Who has been the greatest influence on your work?
I was impressed, in particular, by a former MD who inspired people to believe they could do what initially seemed impossible.
What advice would you give to people starting out in an HR career?
Be pragmatic, understand the business you operate in and dont confuse the textbook with the real world.
What is the most important contribution that HR makes to business?
Attracting, developing and retaining people with the right skills and motivation to achieve overall business objectives.
Which business person do you admire most?
Those like Stelios Haji-loannou and Sir Richard Branson who have successfully challenged the existing paradigm.