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THE GROWING ROLE OF HR TECH AND AI


Interview with Playtech’s HR Manager, Marilena Trichina, HR Manager at Playtech,
highlights the importance of feedback in identifying problems and solutions, how
the company promotes autonomy to relieve stress and the efforts made to maintain
social ties among employees who are working from home. By Adonis Adoni

New hires who get off to a rough start can create far-reaching problems for any
company. What strategies do you have in place to ensure that a candidate is the
right fit for Playtech’s culture and what is your action plan to get a new
employee that didn’t click with the team back on the right track?
Choosing the right candidate is essential. Our primary focus is to hire the
person and develop the skill if needed. We are looking for passion, commitment
and an attitude that fits our values. We first make sure our workplace attracts
the right candidates, and we then utilise our employees’ network for sourcing
candidates. During the interview process, we make sure there is a diverse
interview panel in order to avoid taking decisions based on unconscious bias. We
are always honest and clear about the pros and cons of a position so that the
candidate can make a well-informed decision in the end. Moreover, for certain
positions, we use pre-employment assessment tools like psychometric and
integrity tests. During the probation period, HR closely monitors the new hires,
so we can identify someone who does not click with the team at an early stage.
We also conduct a number of short surveys, which can sometimes help us identify
issues that the team has and not the other way around. Through the survey, we
can address the root of the problem and set new targets in collaboration with
the line manager. There is always open communication and honest feedback with an
employee to mutually agree on the way forward.

Playtech was one of the first companies in Cyprus to adopt remote working for
its teams when the pandemic started. What were the challenges you faced to keep
productivity levels high and how did you resolve them?
We are still working from home, since productivity has not been affected.
Following a survey we conducted in August 2021, 87% of employees responded that
they have a good work-life balance and that they feel as productive from home as
they were when working in the office. Also, they rated the communication with
managers and colleagues very highly, and 89% of employees responded that they
can stick to a work routine when working from home. Having said that, our main
challenge has not been to keep productivity levels high, but rather to maintain
social interactions and connections among employees. The main goal of the HR
team is to organise initiatives like the virtual coffee-buddy programme, virtual
competitions and team-building exercises to encourage employees to share their
experiences, personal life changes and have fun with colleagues in a more casual
context.

The importance of being passionate about one’s own work often doesn’t get enough
credit. How to you make sure that employees at Playtech remain passionate about
their job and how do you help them develop their skills further?
It is true that a job is like a relationship: fun and exciting at first but
passion can fade after a few years! It is the managers’ responsibility to keep
employees engaged by providing opportunities for innovation, asking for
feedback, giving praise and encouraging knowledge-sharing. At Playtech, we
organise seminars for the management team in order to equip them with the
knowledge and skills required for the development of their team members. Also, a
training budget is allocated to each team, so all employees have the opportunity
to develop their skills. In addition, we do career check-ins once a year, where
employees can discuss with their managers their future career path within the
company, whether this is a change within the same team or moving to a new team.
Finally, all employees have the opportunity to apply for an internal transfer
when there is a position opening that they are interested in, even if that
position is for Playtech subsidiaries in other countries.

What other steps do you take to retain talent, especially nowadays, when so many
people are leaving their jobs en masse in what has been termed ‘The Great
Resignation’?
I don’t believe that the ‘Great Resignation’ trend has affected Cyprus. Of
course, there are a lot of opportunities in the market, especially in the tech
industry, which increases competition among companies that wish to retain their
talents. Besides compensation and benefits, which one might view as the number
one retention factors, at Playtech we believe that a healthy working
environment, the professional development opportunities that are offered and the
appreciation the company shows to its employees’ achievements and hard work are
the main retention factors. In addition, in the last year, we reviewed our
employee retention strategy and several new initiatives have been or will be
introduced in 2022. For example, we are trying to create a more engaging
onboarding process that will make new employees feel as if they are part of the
team right away. Also, we will introduce a mentorship programme to benefit both
mentors and the mentees. Working in a multinational company offers a lot of
career opportunities, since the company is constantly expanding, which in turn
allows the creation of new teams, involvement in new projects and the promotion
of key employees.

How do you measure the performance of your employees to evaluate pay rises and
promotions?
There are two factors that affect pay rises and promotions: the overall
performance of the employee and the market salary range for each position.
Performance is measured officially once per year; however, we have quarterly
check-ins where an employee’s goals and development are discussed. We recently
introduced an online tool that gives us the opportunity to perform a 360 review,
which makes the process more transparent and fairer. Also, once a year we
collect salary data from the market (salary surveys) to perform a comparison
with our current salaries per position.

Mental health and burnout are often discussed in the context of a crisis but
burnout can arise at any time. What strategies have you adopted to prevent the
problem and how do you ensure that they are constantly maintained?
As HR professionals, we have an essential role to play in reducing the effect
and likelihood of burnout within the working environment. At Playtech, we have
built an environment where stress at work is at a minimum, employee wellbeing is
the priority, mistakes are allowed to happen, and flexibility is the norm. The
keyword is autonomy: employees have clear goals and deadlines and they decide on
how and when they will complete the work. Also very important is the mental
health and wellbeing programme we follow each year. Our wellbeing framework
focuses on four pillars: (1) to improve positive lifestyle behaviour choices to
ensure good health and avoid preventable diseases and conditions; (2) to promote
a positive mental health working culture that supports everyone; (3) to
encourage a work-life balance by providing flexibility and valuing family,
friends, colleagues, and the wider community; and (4) to provide control and
information over finances and savings and protection against the unexpected.
Obtaining employees’ regular feedback through surveys is always the basis on
which we plan our annual wellbeing initiatives and this is how we achieve
increased resilience, better employee engagement, reduced sickness absence and
higher performance and productivity.

What are the technological innovations that will drive human resources
management in the near future?
For sure, HR technology trends have been affected by the shift to remote
working. Remote work is quite an administrative challenge for HR teams, since
they need to find the right tools to connect employees in different time zones,
to create virtual co-working spaces or to onboard new employees. The recruitment
cycle has been already become digitised in many organisations – it is becoming
all about the “experience”. The emergence of candidate experience platforms will
change the way HR teams work and promote their vacancies. In addition, AI will
play a major role in the applicants’ screening process, which will save valuable
time for the recruiters. AI also seems to be the new trend in data analytics. HR
manages large data sets; with machine learning, we will be able to quickly see
trends and track important KPIs. When it comes to learning and development,
online training is necessary. Not only have self-paced courses and
individualised career paths already been introduced, but we see a shift towards
gamification and VR. At the same time, employee wellness programmes will need to
become more personalised by using employee data. Organisations are starting to
understand the importance of mental health when it comes to employee
performance, so the introduction of digital mental support might be needed. As
working from anywhere and hybrid workplaces evolve, the need for innovative
tools/software is increasing. HR Tech will assist HR departments to offer a
better employee experience and useful insights that will influence business
strategies.

Playtech’s numbers:

Number of Cyprus-based employees: 155
Number of internationally based employees: 6,400
Locations of employees (including remote workers): Austria, Bulgaria, Cyprus,
Estonia, Germany, Gibraltar, Isle of Man, Israel, Italy, Latvia, Philippines,
Romania, Sweden, Ukraine, United Kingdom, USA
Number of new hires in 2021: 20
Age range of staff: 20-62
Gender distribution of staff in Cyprus: Male 68%, Female 32%

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