American Express is not only a business with a long and very successful record on the global stage. It is also an employer developing a track record of onstage appearances at the Aon Best Employers - Hong Kong awards.

“We feel extremely honoured to be recognised as the Best Employers in Hong Kong for the seventh consecutive year and as the Best Employer for Women once again,” said Susanna Lee, country manager, Hong Kong and Taiwan, and general manager, insurance Asia, American Express International.

This is the third year the company has been acknowledged in two categories. Last year it was named Best Employer for Commitment to Engagement, and in 2015, Best Employer for Women, besides taking an overall award each time.

Last year  also marked 100 years of American Express’ presence in Hong Kong and Lee believes the most recent recognition it has received is a result of both its employment practices internationally and the profile of its business locally.

“Especially in a service organisation like ours, employees are our most valuable asset,” she says. “We believe happy employees make happy customers, which ultimately make happy shareholders. This is the key to our business success.”

She also points out that the company is in a unique position in Hong Kong, where the majority of its employees – 65 per cent - are women, with 60 per cent of them holding managerial positions.

“We truly value the expertise and talent that our female employees bring.”

Lee says that realising the company’s vision of becoming the world’s most respected services brand requires her colleagues to focus all their actions on the delivery of outstanding customer service.

“We are strong believers in the idea that highly motivated and engaged employees are more committed to the company, the brand and our customers – a situation where everyone wins,” Lee says.

To that end, the company places special emphasis on creating a work environment that celebrates diversity, fosters collaboration across teams and encourages and rewards innovation and creativity.

“We know that engaged employees – defined as those committed to the overall company goals and who are living embodiments of the brand – are more likely to grow, develop and stay with us over the long term when they are given the right support.”

To ensure its employee engagement strategy is locally relevant, and aligned with business priorities, American Express has established a market employee plan (MEP). This is designed to engage, motivate and develop staff through a wide range of market-driven initiatives.

The MEP is sponsored by senior leaders from the Hong Kong management team, and its constituent initiatives are delivered through three different work streams: career and talent management, leadership effectiveness and growth mindset, and culture. Each of these streams is led by managers in cooperation with employees who are nominated by respective departments with consideration for individual needs for professional or personal growth.

Lee points out that two key values are respect for people and respect for teamwork. The company is devoted to creating an inclusive culture where everyone feels respected.

“Diversity is a business imperative for us and critical to our ongoing success, and we have several programmes in place which help foster an inclusive work environment.”

A commitment to creating a culture of appreciation and recognition has also paid off. Its rewards platform makes recognition part of the everyday employee experience, with regular acknowledgement of hard work, during town hall events and with the president’s award. This continues to be part of the strategy to attract, engage and retain employees.

Beyond the workplace, the well-being of staff and their families is supported through global and local programmes to promote good health and provide preventive care.

“In Hong Kong, we have established a healthy living centre where registered doctors, Chinese herbalists and dieticians are available three days a week to provide consultations, and to address employees’ medical concerns in our office,” Lee says.

Several initiatives specifically target female employees, including arrangements such as flexible working hours for up to six months after maternity leave, lactation breaks and on-site breastfeeding facilities. Working parents can also opt for flexible working hours so they can spend more time with their children during exams and summer holidays.

“We established the company’s first women’s interest network (WIN) in the Asia-Pacific region in 2006. It provides career development support, advice and mentoring, primarily designed for female leaders. The network also seeks to improve work-life balance for working women and working mothers.”

Despite all the accolades, American Express has no intention of resting on its laurels when it comes to attracting and retaining great talent. It knows that to drive business success, the company, first of all, needs to continue to be a great employer.

“Hong Kong has a low unemployment rate at 3.2 per cent – as of June 2017 – and our industry needs to remain competitive in order to attract and retain the best people. This is our biggest challenge. We need to create a strong brand not only for our products and services, but also as a best employer,” Lee says.

The expansion of its range of employee-focused initiatives in recent years underlines the company’s commitment to building, and retaining, a highly motivated and engaged workforce.

With more than 160 years of customer service experience, American Express is looking to the future with confidence.

“We are dedicated to continuing these efforts to support our colleagues’ growth and development, so that they can feel fulfilled in their roles.”

Lee wants to see the company grow by providing outstanding products and services for customers and clients.

This, of course, depends on continuing to be a great employer and leveraging employees’ talents and skills. To this end, Lee says there will be no weakening of the commitment to providing an inclusive environment.

“In doing so, we are confident that they can build healthy relationships with both the company and customers. We look forward to further establishing American Express as an ideal place to work and as the employer of choice.”