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"By embedding agility into our practices and fostering dialogue, we built a collaborative, resilient culture aligned with our core values," the HR team shares.
Touch ’n Go has played a significant role in Malaysia’s digital transformation, providing a seamless consumer experience to millions across the country. As a key player in the fintech sector, the company’s initiatives continue to improve the way people work, live, and engage with services.
For over two decades, Touch ’n Go has contributed to Malaysia's shift towards a cashless society. What began as a tool for commuter convenience has evolved into a versatile fintech solution, now embedded in the daily lives of more than half the nation’s population.
The company has also been making strides on the organisational front, through a continued focus on building a workplace guided by 'love, entrepreneurship, agility, and passion'. With this, the HR team at Touch 'n Go Group walked away a silver winner for 'Excellence in Work-Life Harmony' at the HR Excellence Awards 2024, Malaysia.
With this among its recent achievements, the HR team speaks to HRO to talk about how driving employee ownership of the organisational culture, alongside an emphasis on the organisation's core values, paved the way for a successful people strategy.
Q What was the motivation that sparked your passion & business case for pursuing your outstanding people strategy?
Touch 'n Go Group’s (TNG Group) people strategy is grounded in our mission to empower Malaysians through innovative solutions. Guided by OurDNA LEAP values (Love, Entrepreneurship, Agility, Passion), we envisioned a workplace that mirrors the accessibility and community spirit of our products. Our motivation extended beyond recruitment; we wanted a space where every team member felt connected to a larger purpose.
By investing in wellbeing, inclusivity, and engagement, we aimed to create an environment where employees take pride in contributing to a solution central to Malaysian life, driving both personal growth and organisational impact.
Q Looking back, can you share a challenge that you overcame in your journey of HR excellence? How did you triumph?
A significant challenge was balancing structured processes with the need for open, collaborative spaces. Our solution was the 'GOengage' platform and the DNA Workshops, empowering employees as 'Culture Champions' to lead initiatives that resonate with their experiences, including wellness activities that support both physical and mental health.
This approach fostered internal ownership of our culture, transforming a barrier into a unifying force. By embedding agility into our practices and fostering dialogue, we built a collaborative, resilient culture aligned with our core values. It’s rewarding to see employees building relationships beyond the office—whether through a game of pickleball or spending a Saturday tufting or doing pottery together.
Q Beyond the recognition, what impact do you hope your feature in the HR Excellence Awards would have on the HR community and manpower landscape?
We hope this recognition inspires other organisations to embrace a people-centered HR strategy. At TNG Group, we believe that genuine culture transformation starts from within, led by employees who are passionate about change. By sharing our story, we aim to encourage a community-driven approach to HR that champions inclusivity, authenticity, and engagement.
We envision a manpower landscape where employees feel empowered to shape their workplaces, leading to stronger, more resilient organisations and a more engaged workforce.
Q Could you share some advice you would give to others aspiring to follow in your footsteps?
Our advice is to build a workplace rooted in trust, open dialogue, and purpose. Create a culture that aligns with your mission and core values, making every initiative—be it wellness or engagement—meaningful and authentic.
Involve employees as co-creators in the process; this sense of ownership leads to a more sustainable, inclusive culture. Prioritise listening to your team and adapting based on their feedback. An HR strategy that resonates with employees’ values is the foundation for long-lasting, impactful organisational growth.
Q Let's talk inspiration! Who has been a driving force behind your success?
Our success at Touch 'n Go Group is driven by collective effort. Our leadership team, alongside Culture Champions from every department, has brought our OurDNA values to life. Through GOengage and other initiatives, these champions have fostered an environment where every employee feels empowered and valued.
This shared commitment to OurDNA LEAP has built a strong foundation for our culture, ensuring that each employee’s voice and contribution are recognized, creating a workplace that reflects our dedication to both people and purpose.
Read more interviews on why organisations have won trophies for their HR practices - head over to our Winning Secrets section!
Photo: Provided (featuring the HR team at Touch 'n Go)
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