BY MATHEW PAINE
DIRECTOR OF HUMAN RESOURCES
Our people deliver success. Earlier in the financial year we released the ICC Sydney Annual Performance Review which revealed that in 2018/19, the 1.4 million delegates and patrons who attended events at our venue generated A$896 million* in direct expenditure for New South Wales – a phenomenal achievement.
This achievement is the result of a team of 1,700 caring, passionate professionals who worked together to deliver 671 extraordinary events over 12 months, all while achieving an outstanding 99% delegate rating and a client satisfaction rating that has jumped up to 99%.
Five years ago we were busily preparing to open ICC Sydney and faced the challenge of recruiting, onboarding and training 1,700 new team members. Over the past two years, we have been working hard to lay down industry-leading HR practices and initiatives to keep employee engagement levels up, retain talent in a competitive industry and equip our team members with the skills they need to succeed.
It’s clear that our investment in our people and commitment to provide them with a great place to work where they can enjoy meaningful and fulfilling careers, not simply jobs, is delivering. In 2018/19, ICC Sydney team members reported 82% team engagement and a monthly average staff retention rate of 98% – well above the industry average.
But there is always room for improvement and we are placing a laser focus on helping our team build even clearer career pathways while nurturing and retaining high performing talent. Just one example of how we’re doing this is the formalisation of our ‘My Extraordinary Journey’ program which provides the opportunity for employees to hone their leadership skills by participating in one of three streams – talent, leadership and career development.
There has been an incredible uptake of the program by our team who have undertaken 21,419 hours in training in total, building their capabilities across the board. We were also delighted to have recorded 83 internal promotions and 31 casual progressions into permanent roles across the financial year.
We’ve equally placed a laser focus on fostering a diverse and inclusive workplace and I am especially proud of the success of our First Nations pre-employment program, delivered in partnership with TAFE NSW Eora College. Earlier this year, we provided 10 students, some of which hadn’t had a job for a decade, with the opportunity to undertake work experience with us.
Ten months on, every single participant was offered and accepted a permanent role at ICC Sydney and is now thriving in their new positions, from working in the car park and logistics team, joining the onsite café crew, learning the ropes of ushering and more. There are too many highlights like this from the last financial year to cite, all of which help to make ICC Sydney more than a venue and a great place to work.
Our Annual Performance Review results serve as an excellent reminder of just how far we have come as a business and how critical our people are to our success. If you invest in your people and put them first, you will reap the rewards too.