People of TAL

Jojo Chan

Manager, Fair Employment Management

TAFEP

1. Tell us more about your job.

My job requires me to respond to queries and provide advice on fair and progressive employment practices. Additionally, we engage, assess, and follow up with companies to ensure that their employment practices are fair and aligned with the Tripartite Guidelines on Fair Employment Practices and Fair Consideration Framework.

2. Can you describe a typical day at work?

My day usually starts with reviewing and prioritising the cases we are assigned based on urgency and complexity. This involves understanding the concerns raised by employees or employers regarding workplace issues. I often spend time communicating with individuals involved in these cases, gathering information through phone calls or emails to fully
understand their situation. This process helps me analyse cases effectively and determine the best course of action for our customers.

In addition to case work, I frequently collaborate with my team to discuss ongoing cases and share insights that can help improve our processes. Throughout the day, I maintain clear and open lines of communication with my customers and ensure that they are kept updated about their cases.

3. What is something surprising or unusual about your work that most people are unlikely to know?

We receive a large spectrum of enquiries from both employers and employees — sometimes about topics far beyond our usual scope. Even when the enquiry falls beyond our direct responsibilities, we need to think on our feet and respond promptly, ensuring that the advice we provide remains clear, consistent, and helpful. 

We never know what types of cases will be assigned to us, and the scope of our work is quite broad — often involving multiple issues within a single report. Since emotions can run high for some customers, it’s essential that we remain composed, help customers focus on their issue, and provide thoughtful advice along with possible solutions. In my opinion, emotions are often the most challenging aspect to manage. It’s a crucial skill in our daily work — one that I’m continually learning and refining with every customer interaction.

4. What keeps you going? What is one guiding principle you live by?

What keeps me going is the desire to grow a little every day. I value progress over perfection as small steps forward are still steps in the right direction. Knowing that my work can make a difference in someone’s day keeps me motivated.

I make it a point to focus on the positive aspects of every situation and constantly remind myself that the work does impact people’s lives. The strong support from both management and my team plays a big role in keeping me motivated and committed to continuously improving in my role.

5. What support or help have you received from your co-workers or supervisors to carry out your work?

We do get cases with different complexities and, from time to time, I encounter new issues that I have never dealt with. Some issues are highly sensitive and have to be handled carefully. Hence, I am grateful to be in an organisation that is very open and collaborative, where we can surface cases for further discussion. We get the opportunity to learn through case discussions, where our management and more experienced colleagues share their perspectives and offer guidance. The support of the management provides critical insights and direction that help us manage our cases efficiently.