In an organization of 7,300 employees contributing to $1.3 billion in value, inclusion is not treated as a standalone initiative but is embedded in the organization’s vision, mission, and values. At the Best of Best Conference & Awards 2025, Himesh Justa, Senior Director – Operations, Midland Credit Management (MCM), Encore Capital Group, spoke about how being both nimble and structured has enabled the organization to build a people-first culture, in his session inclusive culture for employee well-being. The guiding principle is simple: “We care.”
Every decision is anchored in keeping people at the center, embracing diversity of thought, and working collaboratively. This philosophy is translated into action through a holistic inclusion framework that helps move intent into measurable outcomes. Leadership sponsorship plays a critical role. Inclusion is everyone’s responsibility, but leaders carry a greater onus in modelling behaviours and sustaining culture.
Three programs illustrate this commitment:
- SHE Rise – Women in Leadership: Employee feedback revealed a striking insight: nearly 90% of women wanted to grow, yet50% lacked confidence in their ability to lead. This gap was addressed through mentorship, confidence-building, and networking opportunities. The result? 35% of participants have taken up leadership roles.
- Parental Pathways: Designed for mothers, fathers, and adoptive parents, this program supports employees through flexible work arrangements, goal adjustments, and manager sensitization. For frontline teams working US shifts, flexibility ensures performance expectations do not translate into financial or career penalties. With 70% of the workforce in a parenting life stage, this initiative has been crucial in reducing attrition and building trust.
- Community Impact: Recognizing its role in the financial ecosystem, the organization extends inclusion beyond employees. Through curated financial literacy initiatives, communities are empowered to make informed decisions, creating impact where it matters most.
Himesh concluded with a powerful reminder: inclusion is not a program but a shift in mindset and a promise to employees. When that promise is honoured consistently, well-being becomes part of the culture and not an afterthought.
