Human resources professionals bear the responsibility of ethically, equitably, and efficiently overseeing the workforce to ensure a substantial return on the company's investment. The success of this endeavor in the food industry is intricately tied to the expertise and proficiency exhibited by the human resources personnel. As the exclusive distributor of Nespresso in the UAE since 2006, centrally located in Dubai, Perfetto Trading Company consistently sets the benchmark through its unwavering commitment to quality, style, and service. It brings the artistry of coffee making to Club Members across all Emirates. In her capacity as the Head of HR at Perfetto, Bena Marshal emerges as a pivotal figure, instrumental in supporting and enhancing the organization. Her role extends beyond conventional HR duties to actively foster employee well-being and engage in initiatives that contribute to a positive and inclusive work environment. Bena's multifaceted involvement underscores her unwavering commitment to cultivating a workplace culture that values both professional development and diverse perspectives within the Perfetto workforce.

During a candid interview with us, Bena opened up about her journey as an HR professional, delving into her experiences in the industry and offering insights into the internal dynamics of the organization.

Walk us through your educational path. What prompted your entry into the Human Resources field?

Embarking on my academic journey in India, I completed both my undergraduate and master's studies, culminating in a bachelor's degree in Communicative English from St. Teresa’s College, Cochin. This comprehensive program integrated 50 percent Business Administration and 50 percent Mass Communication subjects, encompassing diverse areas such as media advertising, public relations, and sociology. Post-graduation and revealing aptitude test unveiled a natural inclination toward people management and adept problem-solving, prompting my exploration into human resource management. Subsequently, I undertook the CAT entrance exam, securing a commendable score, and underwent interviews with esteemed institutions, ultimately choosing SCMS Cochin for an MBA in Human Resource Management. The structured two-year program, marked by intensive classes and extensive library immersion, and a dissertation done in Singapore, significantly deepened my understanding of HR processes, laying a robust foundation for my professional journey. In summation, armed with an MBA in Human Resource Management, my educational trajectory has intricately shaped and propelled my career path.

Provide an overview of Perfetto and outline the diverse roles and responsibilities you undertake as the Head of HR for the company.

Perfetto has operated as the exclusive distributor of Nespresso in the UAE since its establishment in 2006, centrally located in Dubai. Nespresso, renowned for its high-quality coffee, is available in various mall locations. As the operator in the UAE, Perfetto upholds standards of dedication to quality, style, and service, bringing the art of coffee making to club members across all Emirates. Beyond Nespresso, Perfetto is expanding its portfolio with new brands in 2024. In the realm of HR responsibilities, I took the initiative to establish the department, focusing on fundamental aspects such as Employee Relations, Employee Experience, Retention Strategies, and Talent Pool Management. Encouraging workplace cultural diversity and inclusion became a priority. The implementation of HR policies and procedures, along with several other rollouts, was made possible by the exceptional support and trust extended by the Management. The HR department has evolved into a comprehensive 360-degree function, encompassing a robust Recruitment process, Performance Management, Compensation and Benefits, Salary Grading, Learning and Development, and the effective implementation of Employee Development Plans (EDPs). Additionally, assessments utilizing tools like DISC, MBTI, emotional intelligence, and psychometric testing contribute to the department's strategic and holistic approach.

As an HR leader today, what are the key challenges you face, and how do you overcome them to ensure effective solutions and progress in your role?

Traversing the dynamic terrain of evolving labor legislations and the distinctive exigencies inherent in retail and food & beverage spheres has been a pivotal challenge throughout my professional odyssey. The accommodation of protracted working hours and the adept management of a heterogeneous workforce representing diverse nationalities have constituted intricate complexities. In my capacity as an HR professional, negotiating intricacies surrounding employee relations, disciplinary proceedings, and instances of workplace impropriety has demanded finesse and strict adherence to institutional protocols. Fortuitously, the entities I have been affiliated with prioritize discerning recruitment practices, eschewing terminations save for instances of egregious misconduct. Propounding the paramount importance of meticulous manpower strategizing, I ardently advocate for the engagement of an optimal workforce to cultivate a propitious work milieu. In summation, my trajectory in HR delineates sagacious navigation of multifaceted challenges and underscores an ethos of equitable and ethical personnel management.

What transformations do you anticipate in the global HR landscape, and how can HR professionals align with these upcoming changes?

With the emergence of big data and analytics, we offer important insights on employee performance, engagement, retention, and even predictive analytics for talent management. Secondly, Diversity, Equity, and Inclusion (DEI) have become increasingly significant, we now promote DEI in both recruiting and organizational culture. Understanding diverse needs and working styles is crucial, especially in accommodating millennial's preferences for flexibility and remote work. Adapting to changing ways of working, employee expectations, and salary demands remains the key. To address this, we've maintained competitiveness with attractive benefits, salaries, and a conducive working environment encouraging a performance-driven culture. Initially facing challenges, we developed close relationships, engaged in meaningful conversations, conducted surveys, and gathered feedback. This approach allowed us to identify areas for improvement, implement changes, and become one of the preferred employers in the region.

Bena Marshal,  Head - HR, Perfetto

Bena Marshal, an HR leader with an MBA in HR, boasts 14 years of work experience across the Retail, FMCG, Food & Beverage, Education, and Hospitality sec­tors. Demonstrating unwavering professional standards, a prov­en track record of reliability, and expertise in various HR func­tional areas, Bena is dedicated to achieving results. She excels in formulating and implementing business solutions to address diverse needs, specializing in defining HR strategies. Bena is particularly adept at navigating UAE Labor Law, DIFC Law, Free Zone regulations, Trakhees, and Immigration Laws.