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Name<b>Norman McQueen</b><b>Job title</b>Director of talent management, Freeserve<b>Quote to remember</b>'Visit the website of Innocent Drinks - the fun and quirky culture it appears to have is inspiring'

What are your key responsibilities?

Managing the talent team, supporting and coaching the CEO and team in delivering company strategy, and co-ordinating communications within Freeserve and the rest of the group.

Previous jobs (both HR and non-HR)

Royal Bank of Scotland general duties; Nationwide Building Society both non-HR and HR roles; Sedgwick management training and development; Results International consultancy.

Why did you choose to work for Freeserve?

When I worked for Results International, Freeserve was one of my clients. My work with the company only took it so far, so when an opportunity arose to work there, I took it.

What attracted you to a career in HR?

Helping individuals achieve and to fulfil their potential.

What key skills do you need to be successful in your current role?

Patience, empathy, interpersonal skills, commercial awareness, questioning, leadership, communication skills, and HR knowledge such as case law and employment law.

What do you enjoy most about your current job?

Making a difference to the business and helping the business achieve its objectives through its talent the people.

What do you least enjoy about your job?

Letting people go.

What has been your greatest achievement so far?

Being promoted to Executive Board member only a short time after joining Freeserve, just 12 months.

What is the most important contribution that HR can make to the business?

Attracting, developing and retaining the right talent to help the business achieve its objectives.

If you werent working for Freeserve which company would you most like to work for?

Innocent Drinks visit its website, and you will see why. The fun and quirky culture it appears to have is inspiring.

Which business person outside Freeserve do you admire most?

Mike Cutt, the HR director for B&Q. I admire the difference he has made to B&Q and the Kingfisher Group.

What measures do you use to see how good a job you are doing?

An internal opinion survey which gathers information, ideas and suggestions from within the business; and regular feedback with my line manager and also my own direct reports.