Employee Engagement
HR leaders on how to empower managers to elevate engagement
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How Sodexo, Pega & Medtronic empower managers to drive engagement, innovation & customer satisfaction through leadership, AI tools & inclusive culture.
In today’s hybrid work environment, one truth stands firm: managers are the heartbeat of engagement. Whether on-site, remote, or distributed, they shape how employees experience culture, purpose, and performance.HR Leaders from Sodexo, Pega, and Medtronic are proving that when managers are empowered, organisations thrive—from frontline ownership to innovation and customer delight. Watch the video here
Building Engagement Through the 3Cs—Communication, Capabilities, and Connections
At Sodexo, where a majority of the workforce operates on-site, engagement starts with empowerment. Prachi Kulkarni, HR Director, Sodexo India, emphasises the importance of mid-level managers in translating purpose into daily action.
“Our managers have the real pulse of what happens at the sites. To keep them engaged, we focus on the 3Cs—communication, capabilities, and connections.”
Sodexo’s communication strategy includes unique formats that cascade its three-year growth ambition, encouraging bottom-up planning and early ownership. Voice and pulse surveys offer critical feedback that shapes policies and benefits.
On the capabilities front, Sodexo simplifies managerial workflows through automation, freeing leaders to focus on people—not paperwork. Bespoke leadership programs offer scenario-based coaching and operational resources to build skills in problem-solving, client management, and team leadership.
Connection is the final pillar. Senior leaders regularly visit sites, listen to managers, and reinforce their autonomy.
“We make it clear that our role is to enable—not micromanage. We recognize managers not just for results, but for how they lead—with empathy and confidence,” said Kulkarni.
Immersive Learning and AI-Driven Engagement
At Pegasystems, manager development is immersive, collaborative, and tech-enabled. Smriti Mathur, Vice President People India & Global Talent Advisory, Pegasystems India, highlights the “Leading at Pega” program, which blends coaching pods, peer learning, and real-time feedback.
“We’ve created manager offices—safe spaces where peers come together to discuss talent challenges, wins, and meaningful moments.”
Toolkits and playbooks help managers guide teams in hybrid environments, while Pega Blueprint, the company’s flagship AI product, enables co-creation of workflows and deliverables—driving accountability and clarity.
“Supporting managers is the way forward to building effective engagement. It’s not just a metric—it’s a mindset.”
Innovation is a top engagement driver at Pega. Gen AI hackathons, leaderboards, and intelligent tools empower employees to solve problems collaboratively and deliver personalized customer support.
“When employees thrive, the business thrives. Engagement fuels innovation, satisfaction, and profitability.”
Purpose, Development, and Community
At Medtronic Engineering and Innovation Centre (MEIC), managers are seen as the daily drivers of engagement. Smitha Yadav, HR Program Manager, outlines a three-pronged strategy: purpose, development, and community.
“Employees experience the organisation through their managers. We help them connect teamwork to our mission—alleviate pain, restore health, extend life.”
Leadership development programs like Elevate and Everyday Coaching are anchored in the themes of care, inspire, and deliver. These equip managers to build trust, foster collaboration, and drive performance.
Community is the third pillar. Regular forums create a supported ecosystem where managers can connect, share, and grow.
“When managers thrive, teams stay engaged naturally,” said Yadav.
Engagement That Drives Business Outcomes
Across all three organisations, engaged managers lead to engaged employees—and that leads to better business outcomes.
At Sodexo, Kulkarni notes that high engagement correlates with lower attrition, stronger safety vigilance, and higher customer satisfaction.
“Engaged employees behave like owners. They turn complaints into moments of delight and challenge inefficiencies with disruptive ideas.”
At Pega, innovation and AI tools are transforming workflows and accelerating impact. Mathur shares that internal surveys show a direct link between engagement and customer satisfaction.
“Our teams are delivering faster, more personalised support—and it shows in our retention and service scores.”
And at Medtronic, purpose-driven leadership is creating meaning and commitment that fuels long-term growth.
The Manager Mandate: From Middle Layer to Strategic Engine
Whether through AI-powered coaching, mission-driven leadership, or on-site autonomy, Sodexo, Pega, and Medtronic are redefining what it means to manage. Their message is clear: empowering managers isn’t optional—it’s foundational.
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