The personal touch

The freedom the company gives employees to fulfil their personal goals sets it apart.

Almost all the 200-odd employees at Ernst & Young's (E&Y) Shared Service Location division have their pet stories about CEO Sharada Cherwoo. Here's one. Tax compliance analyst Gayathri Krishnaswamy says: "I had to choose between H-P (Hewlett-Packard) and E&Y. The H-P offer was more lucrative and I was planning to join it. But I changed my mind after meeting Sharada. She has a natural warmth which draws people to her."

That warmth stays long after the first interview. When Krishnaswamy finally joined E&Y, Cherwoo had asked her what made her choose it over H-P. "I don't want to work for money, I want money to work for me," was Krishnaswamy's answer. A month later, as she was celebrating her first paycheque, Cherwoo asked: "So is the money working for you?" "I was stunned that she remembered," says Krishnaswamy.

Cherwoo laughs when we recount this episode to her. "Each of my employees can make twice or thrice the money they make here, and even when hiring experienced people, we don't give 30% increases," she says. "But when people have spent enough time here, we reward them well," she adds.

So, if it is not rewards, then what is it that attracts talent to the company? Great work? The Bangalore centre is the back office of E&Y's tax practice. Commerce graduates (some CAs too) file the tax returns of US firms. It is not as much of a drudge as working nights in a call centre, but it's still not a very hot job. So what's the secret?

It is in the attitude of the place and Cherwoo's personal rapport, the investment E&Y makes in the employees and the freedom it gives to fulfil personal goals that makes it a GPTW. The company knows, for instance, that many of the younger employees will leave for higher studies, either a CA or MBA. Rather than hinder that process, it facilitates it. Says Hemanth Kumar, a tax compliance analyst who is six months away from finishing his CA: "During my exams I can take off for 20 days or more, some of my other friends find it difficult to get even a week off."

In fact, employees are encouraged to pick up new skills, even while on the job. Front office executive Archana Jain says she is learning Microsoft Access between taking calls. Personal development is taken very seriously here. Cherwoo also takes personal interest in grooming her team members.

When talking to the US office, Cherwoo often invites juniors to listen in on the conference calls. "They pick up tips on how to negotiate," says Cherwoo. "It's amazing how she thinks of these small things," says Ruchika Bhaskar of HR. E&Y is taking up another floor in the same building. The interior designers were shown a videotape in which employees talked about what they liked or disliked about their jobs so that the designers understood how the energy flows inside the company and they could design a comfortable place.

Perhaps the best testimonial to E&Y comes from Krishnaswamy, who is the culture manager when she is not filing tax returns. It is her duty to see that her colleagues have enough fun and relaxation between the long hours of work, be it through parties or other events. This has given her a whole new view of life. "I was a very average student, but after joining this place, I have discovered new skills that have given me a lot of confidence," she says.

No amount of money can ever compensate for that!