THE SMART WAY OF MANAGING PERFORMANCE: AN INTEGRATED APPROACH TO BUILDING, MEASURING AND REWARDING COMPETENCIES

Anna Liza Villamor
SMART Communications Incorporated
Presenter

CURRICULUM VITAE

Anna M. Villamor has over 10 years of extensive experience in human resources and organization development, with focus on training design and evaluation, job and competency design, competency-based performance management, leadership development, succession planning, staffing and selection, and change management.  She has worked in different industries and markets, namely, telecommunications (SMART Communications, Inc.), manufacturing and distribution (3M Singapore Pte. Ltd.), consumer (Coca-Cola Bottlers Philippines, Inc.), and direct selling (Avon Cosmetics, Inc.). 

She joined SMART in Dec 2000, and in the last 4 years she has performed the following roles: HRD Manager for the Call Center, Training and Organization Development Manager for the Customer Care Group, and now, she is back to corporate HR as  HR Capability Development Manager.  One of her primary responsibilities in this role is developing and driving the implementation of the SMART Leadership Development Program which provides a structured approach in assessing, developing and rewarding SMART’s leaders. 

DESCRIPTION OF THE TALK

In this presentation, participants will learn the following: (1) how a competency-based performance management system can be customized to address the specific requirements of a business unit within an organization; (2) how competencies are defined, measured, tracked, and linked to organizational and operational metrics (e.g., quality standards, team-level and entity-level performance, employee satisfaction); (3) how the impact of skills-building interventions on learning and performance can be measured; and (4) the importance of forging a strong partnership among HR/Training, Quality Assurance, and Operations/line managers in building and measuring competencies.

Since the focus of the presentation is on building competency-based performance management system in a specific business unit, namely, SMART’s Customer Care Group, participants who would benefit the most from this session are those who are implementing, or about to embark on, a similar program, and any interested HR/OD practitioner whose companies have a big employee base who are performing customer-interfacing roles.