06. Learning and Organisation
Development
06. Learning and Organisation
Development
06.01
Fostering a culture of growth through
employee development
VFS Global’s Learning and Organisation Development approach centres on fostering an agile and sustainable framework for employee development, aligned to the organisational objectives. Our ongoing commitment not only fuels individual growth but also propels the overall success of the organisation.
In the first quarter of 2024, we have continued to invest in employee development through an increased focused on digitisation and new technologies. This has been fuelled by Massive Open Online Courses (MOOCs) offered on platforms such as Coursera, Udemy and Simpli Learn which bring in new-age learning platforms that provide AI integrated learning path for VFS Global employees.
Key learning programmes:
1. Potential Development Centre (PDC)
Employees at the Potential Development Centre programme
Potential Development Centre (PDC) plays a pivotal role in identifying emerging leaders within our workforce and fostering their growth for the future. Spanning three days, participants engage in distinctive business simulations to evaluate their strengths, areas for development, and preparedness for elevated responsibilities. Participants undergo various individual and group exercises and simulations where they are expected to demonstrate VFS Global competencies at the next level. Across the globe, over 340 employees took part in different batches of the Potential Development Centre (PDCs) across Manager to General Manager levels.
2. Assessment Centre (AC)
Assessment Centres (ACs) gauge the preparedness of our key personnel to take the organisation to greater heights. These are comprehensive one-on-one evaluations based on the VFS Global Competency Framework, involving activities through case studies, personality tests, and interviews conducted by external partners. Across the organisation, over 60 employees underwent assessments at various levels.
3. Management Development Programme (MDP)
Zubin Karkaria, Founder and CEO (centre) and Nirbhik Goel, Chief Human Resources Officer (seventh from left) with participants at the Management Development Programme
In 2024, MDP was conducted for the first time in Dubai, to strengthen the leadership pipeline. This residential intervention is a vital talent development programme, playing a crucial role in fortifying the organisational talent pipeline. It prepares emerging business leaders and helps them strengthen their understanding of business by building their conceptual knowledge on Business Strategy, Financial Management, Operations, Technology & AI, Self & Personal Development, and more.
30 employees from across China, Middle East, North Africa (MENA) & the Africas region participated in the programme, which was held at the SP Jain Global School of Management, Dubai. Renowned industry experts, faculties from top B-schools, and senior management from VFS Global were invited to facilitate at the MDP.
4. Digital Transformation Certification Programme
To improve our employees’ adaptability to emerging trends in this digital age, VFS Global has launched a series of programmes on Digital Transformation, in collaboration with Simpli Learn. The first initiative was a certification programme focusing on Digital Disruption. Participants explored the transformative potential of disruptive technologies such as Artificial Intelligence, Internet of Things, Big Data, and many more. It enabled them to lead disruptive change through personal, team and organisational leadership. A series of webinars on Design Thinking, ChatGPT & Generative AI, Agile Methodology, Cloud Computing, Blockchain, Data Analysis & Data Science were also launched.
5. Equations of X Y & Z
Participants at the Equations of X Y & Z programme
At VFS Global, we are committed to diversity and inclusion among our employees and with customers. In line with this ethos, the South Asia team introduced an immersive workshop on Generational Diversity for its champions. Through this hands-on experience, Officers & Deputy Managers in frontline roles delved into the nuances of generational differences. This training will enable them to recognise manifestation of biases at the workplace, manage themselves better in customer interactions and bring in an increased sensitivity to customers of different ages.
6. VFS Global Academy launches training programmes for BAPS volunteers
Participants with the VFS Global Academy team at the BAPS volunteering training programme
Supporting the BAPS theme of Peace, Tolerance and Harmony, VFS Global extended its support through a bespoke training programme on Service Excellence for the Abu Dhabi temple volunteers. It focused on cultural sensitivity, foundation of communication, conflict resolution in the customer service framework, service excellence and self-reflection for role readiness.
This also included a cultural awareness session led by Tariq Ahmad, Head of Empowerment and Inclusion for UAE. Up to 70 volunteers have been trained in the first quarter.
7. Language Training Interventions
Employees attend the Arabic language training programme
Given the success of Language Training programmes to help frontline staff communicate more effectively with clients and customers, language training programmes have continued in the first quarter of 2024. Batches have been conducted in Arabic, English, French and Italian with a plan to expand to more international languages in the coming months.
8. Six Sigma (Yellow Belt)
Participants at the Six Sigma (Yellow Belt) programme in Riyadh
The Six Sigma Yellow Belt programme equips employees with the foundational knowledge and tools to identify and eliminate process inefficiencies within their daily operations. It follows a data-driven approach that is focused on minimising defects and maximising customer satisfaction. Participants in Riyadh gained valuable insights about process improvement, mapping and data analysis techniques.
9. Capabilities Enhancement Programme (CEP)
Employees at the Capabilities Enhancement Programme in Bahrain
CEP is designed to improve an employee’s competences through various individual and group exercises and simulations. This full-day programme, held across key locations including Riyadh, Jeddah, Dammam, and Manama, aimed to equip our staff with the necessary knowledge and skills to deliver exceptional service to our customers. Through interactive workshops, discussions, and presentations, 142 participants honed their abilities to effectively navigate the visa application process and provide a seamless experience to customers.
The way forward
In the coming quarter as we approach peak season for business, we will continue to prioritise equipping employees with essential tools and training. Planned for the next few months are several batches of the New Employee Training Programme for new joinees in frontline roles. Through this 10-day onboarding programme customised for peak season hiring, we expect to train over 1,300 new joinees in customer skills and process knowledge. The objective is to ensure customer delight and smooth management of applications at visa centres.
Through the introduction of AI-enabled online learning and functional training interventions, our focus continues to be on upskilling existing employees, with customer centricity and high performance at the heart of all interventions.