Embracing the Heart of Globe: A Day in the Life of an HR Leader on the Frontlines
- Nico Bambao
- May 6
- 5 min read
Hello, I’m Nico Bambao, and for the past six years, I've had the privilege of being a part of Globe, where I serve as the Head for People Experience under Human Resources. I oversee key human resources functions that play a pivotal role in shaping our organizational culture and enhancing the overall employee experience. My responsibilities encompass Talent Acquisition, Learning Operations, Employee Services, Labor Relations, Employee Engagement, Employer Branding, HR Communications, and Employee Experience Transformation. Through these efforts, I am committed to fostering a workplace that is dynamic, inclusive, and supportive—where every individual feels respected, empowered, and motivated to contribute to our collective success.
Recently, I participated in an initiative that struck a chord with my purpose here at Globe—the Globe Care Crew. Launched in late 2024, this program invites Ka-Globe like myself to step into our stores and provide hands-on support to both our personnel and customers. What originally started as a four-hour commitment quickly turned into an eight-hour immersive experience filled with real moments, genuine interactions, and powerful insights—both a call to duty and a heartfelt campaign to enhance customer experience.
I found myself at SM Megamall, a bustling hub of activity, where I met a diverse mix of customers—a Joyride driver hurrying to work, senior citizens catching up on their errands, and everyone in between. It's a vibrant tapestry of lives interwoven in that space, and it was a joy to engage with them. The store personnel welcomed me like family; we ate together and it was heartwarming to see everyone working as a team. Even the security guards and housekeeping personnel were actively helping customers navigate the system—a true spirit of togetherness. Everyone really strives to work together and support each other.
Being a Ka-Globe isn’t just about wearing the badge or fulfilling a role; it’s about embodying our commitment to uplift Filipino lives. Participating in this experience was a vivid reminder of our mission.
I was assigned to the traffic management team of the branch. I was on my feet from the moment the doors opened, assisting customers with their needs—be it helping them navigate the Globe One app or guiding them through the queue for SIM replacements, bills payments, and others. I made sure that I was able to address the concerns of our customers and effectively help them with their queries.
Standing for more than eight hours while engaging with every customer who walked through our doors was exhausting yet thrilling, but the real eye-opener was witnessing the unwavering passion of our store personnel. I saw firsthand their immense dedication. They put the needs of our customers above their own. Most of the time, they prioritize the customers’ needs over their own breaks — morning shifts only getting a lunch break at 2:00 PM, yet still smiling and eager to help. Their work is no joke and entails a lot of hard work, patience, and grit, especially when the lines grow longer, and it made me feel deep empathy for them.
There was a significant moment when I talked to a customer who was exasperated because he waited the entire day at the store, only to have wasted a lot of time for not being accommodated and assisted. It really hit home. This immersion reinforced a vital lesson: being deeply rooted in operational realities is crucial for us as leaders. It’s not just about profitability; it’s about creating the best possible experience for our customers, striking a balance between serving effectively and managing our resources. The long lines and waits were real, and it became clear that we need to ensure our systems and processes support our employees in providing excellent service.
Even the security guards and housekeeping personnel were actively helping customers navigate the system—a true spirit of togetherness.
I met a Joyride driver whose phone had been stolen. He was visibly distressed, worried about his livelihood being jeopardized. I had to tell him about the notarized affidavit he needed, which cost P300—an amount that represented more than just a fee; it was a day’s worth of earnings for him. Seeing his eyes widen, I decided to lend him the money. “Kung wala po kayo dito, naubos na po yung oras ko imbis na kumikita na ako sa kada byahe,” he said, gratitude shining in his eyes. Moments like these expose the stark realities many of our fellow Filipinos face—stressful, yet they inspire a deep-seated desire to help.
Being a Ka-Globe isn’t just about wearing the badge or fulfilling a role; it’s about embodying our commitment to uplift Filipino lives. Participating in this experience was a vivid reminder of our mission. It’s not merely about operational efficiency but ensuring we're genuinely making a difference in our customers' lives—fixing problems in our processes and enhancing our service offerings.
Prior to joining Globe, one of the first questions our CHRO Ato Jiao asked me was what's my purpose. I said, “I want to change the world, Sir.” We even laughed afterwards because he said it was very ambitious, but if you look at my vision board, it’s really imprinted there that I want to make an impact and difference to the world. When I was accepted in Globe, I even joked and said that the Lord might be teasing me, because my goal was to change the world, but He gave me Globe.
This day made me realize how aligned my professional and personal goals are. As someone who’s always wanted to change the world, this immersion confirmed my belief that even small actions count. One customer, one shared meal, one day spent alongside my fellow Ka-Globe—this is how real change begins. I will always find joy in helping, and I wish every Ka-Globe could have the opportunity to experience this firsthand.
Standing for more than eight hours while engaging with every customer who walked through our doors was exhausting yet thrilling, but the real eye-opener was witnessing the unwavering passion of our store personnel.
To the team at SM Megamall, thank you for welcoming me with open arms. You made me feel at home and showed incredible teamwork and dedication throughout the day. Special thanks to Kamae Andaya, whose guidance made my experience smoother and enjoyable.
Looking forward, I’m excited to continue shaping our culture at Globe. With initiatives like Sagot Kita, we’ll empower our employees to be ambassadors of our brand, helping each other and our customers. As we prepare for the challenges ahead, I’m filled with hope and enthusiasm for the possibilities we can create together.
One customer, one shared meal, one day spent alongside my fellow Ka-Globe—this is how real change begins.
At the end of the day, it’s not just about our tasks and responsibilities. It’s about our heart—our shared commitment to serve, uplift, and make a difference, even one day at a time. Maraming salamat, Ka-Globe! Let's continue to support each other and our customers.
Together, Let’s Transform Customer Experience
We invite Ka-Globe to join us in this exciting journey of enhancing customer experience and providing exceptional service. Together, we can uplift our customers and support our dedicated teams on the ground.
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Luv you boss nico!!