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General Manager Oversees Thriving Company Against the Odds

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Jolin Nguyen AYP Group

We talked to Jolin Nguyen about AYP Group human resource management service experience and here is what she said about it.

First of all, how are you and your family doing in these COVID-19 times?

Jolin Nguyen: I’d say we are faring well these days. The COVID-19 pandemic and the restrictions that followed were hard to adjust to initially, but I think in Singapore we are doing a lot better than many other countries around the world. I’m happy that we’re still able to go out despite there being restrictions and we are adjusting well to what many have called “the new normal”.

Tell us about you, your career, how you joined AYP Group.

Jolin Nguyen: I joined the company 5 years ago, where I started out in the Marketing department. Over time I learnt an extensive amount about the Human Resources industry and gained plenty of knowledge in this department. I gradually used the experience, knowledge and strategizing skills I obtained to work my way up to the role of General Manager. It’s been a good journey so far and I can’t wait to see what the future holds. 

How does AYP Group innovate?

Jolin Nguyen: We believe strongly in innovation here, but perhaps not in the most conventional way. It’s not necessarily just about inventing something new all the time, but rather about improving current functions to make them more efficient or to just improve them overall. We encourage our employees to voice out their opinions and value changes in progress. Innovation cannot happen if everyone is just following a single point of view and we innovate by encouraging a variety of opinions and progressive changes whenever these benefit the company as a whole.

How does the coronavirus pandemic affect your business finances?

Jolin Nguyen: Luckily, the coronavirus pandemic never affected our businesses finances. This is because we have a recurring income. Simply put, every client of ours has a minimum contract of at least one year. As such, the income we get is not a one-time thing. Furthermore, we are a cash-flow positive company which means that our cash inflow exceeds the outflow. As such, our business finances have not been negatively impacted by the pandemic.

Did you have to make difficult choices regarding human resources and what are the lessons learned? 

Jolin Nguyen: So far we haven’t had to make any difficult decisions regarding human resources. If anything, we’ve been focusing a lot instead of on growth of the company as a whole. We’ve hired many new employees to work in areas like sales, marketing and technology. In that sense, we’ve learned a lot in those sectors as these employees have brought fresh, different perspectives with them. We’re also focusing a lot on what we like to call our Play to Win strategy, which consists of improving sales and brand awareness by changing the little things in sales, people, finance and product. Overall, this has taught me to take one day at a time, one step at a time. It’s also opened up my eyes to many fresh new perspectives and ideas, which is great as well.

How did your customer relationship management evolve? Do you use any specific tools to be efficient? 

Jolin Nguyen: In our field of work, customer relationship management is extremely important, so we take extra steps to ensure that our customer relationships are solid. We do so in a number of ways, such as customer journey calls with each client weekly. We do this to check in on how their companies and industries as wholes are doing. We also use this opportunity to get a better understanding of their needs and also give them information on how we can continue to add value to their businesses. We believe strongly in having a more personalised touch when it comes to customer relationship management, and this is exactly what we have been trying to bring to our customers. In a sense, we have evolved to be able to give this more personal, genuine touch to the way we interact with our customers. 

Did you benefit from any government grants, and did that help keep your business afloat? 

Jolin Nguyen: We definitely did benefits from both the SGUnited traineeships and other job growth incentives offered by the government. With that being said, we used this more for company growth than to sustain ourselves, really. We were given the opportunity to hire more talents which has greatly benefited us in terms of learning, knowledge and insights.

Your final thoughts?

Jolin Nguyen: Ultimately, I’m extremely happy with the direction AYP Group is taking. I’m also grateful for all the learning and growth opportunities we have managed to attain along the way. For one thing, we’ve implemented some rebranding initiatives this year, which we have been working on for quite some time now. This included changes in the company logo, colours and a refreshingly new perspective of our vision and mission statements. While the last year has been tough, it has given us plenty of chances to grow and adapt to new situations. I’m also incredibly proud of the results of our rebranding efforts, and how well-received these have been.

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