Lalitha M Shetty
Interview

An interview with Lalitha M Shetty | VP- HR | Omega Healthcare

Lalitha M Shetty

In an exclusive interview with The People Management magazine, Lalitha M Shetty shares insights on Omega Healthcare’s Golden Brick awards which stand out as a powerful tribute to the loyalty and long-term commitment of employees of the organisation.

1. Omega Healthcare recently celebrated the Golden Brick Awards 2025. What inspired this initiative, and how has it evolved over the years?

In an industry known for high attrition, Omega Healthcare’s Golden Brick Awards stand out as a powerful tribute to the loyalty and long-term commitment of our employees. What began in 2009 as a modest recognition for employees completing three years of service has now evolved into a hallmark celebration of tenure and trust. The 2025 edition of The Golden Brick Awards honored employees who completed 10, 15, and 20+ years with a thoughtfully curated 5-star experience alongside senior leadership. For those marking 20 years, the recognition was deeply personal as they left their handprints on Omega’s exclusive Wall of Fame, where their contribution will be recorded and remembered for a long time.. The award symbolizes not just years of service, but a shared journey of growth, purpose, and unwavering values.

2. Employee engagement is a key focus for many organizations. What are some simple yet effective practices that have worked well for Omega?

At Omega Healthcare, we extensively focus on employee engagement and have made it an integral part of the daily work life of our employees. From peer-to-peer recognition through the CREDO Spark program to transparent conversations facilitated via AMBER AI, every touchpoint is designed to listen, appreciate, and empower. Frequent town halls, leadership connects, and recognition platforms like Xtramile and Omega Star Awards nurture a culture where appreciation is ongoing – no matter if the contribution is big or small. Add to that wellness apps, inclusive celebrations, and flexible work models, and it’s no surprise that Omega Healthcare boasts a 92% engagement score and a +40 employee net promoter score (eNPS)—clear indicators of a people-first culture done right.

3. Career growth and learning are top priorities for today’s workforce. How does Omega support continuous development within its core domains like HIM and RCM?

Omega Healthcare’s learning and development model is anything but one-size-fits-all. With a strong‘Career Lattice’ framework, we empower and enable employees to grow vertically and laterally across our core domains, including HIM and RCM. New joiners are equipped with foundational domain skills, while supervisors and managers progress through leadership certification tracks and structured development programs. These are delivered through a blend of instructor-led training, project-based simulations, and digital self-paced learning. Omega also partners with external experts and certification bodies to ensure learning stays aligned with global industry standards. The result is a resilient, future-ready workforce capable of navigating the rapid shifts in healthcare BPO.

4. In your view, what does building an inclusive workplace truly involve, and how is Omega nurturing this through day-to-day practices

Inclusion is not just a checkbox but rather a way of life at Omega Healthcare. We have cultivated a workplace where every individual, regardless of gender, ability, or orientation, feels safe, valued, and heard. This has been achieved through a rich ecosystem of policies, training, and lived practices. Dedicated Employee Resource Groups like Roshni and SheThePeople empower women, while structured outreach for PwD and LGBTQIA+ communities ensures equitable hiring. Gender-neutral POSH policies, inclusive infrastructure, and unconscious bias training further reinforce this culture. Our policies, from inclusive celebrations to real-time feedback through AMBER, turn diversity into belonging, and belonging into strength.

5. What are some of the ways technology is helping streamline HR operations and enhance the employee experience at Omega?

Behind Omega Healthcare’s seamless HR operations and experience, technology is the major enabler. Tools like AMBER AI offer real-time insights into employee sentiment, enabling timely and empathetic interventions. Performance-linked rewards have been revolutionized through PBQMI (Performance-Based Quarterly Merit Increase), which uses data to reward frontline excellence every quarter. Omega’s digital learning platforms provide employees with anytime, anywhere access to curated content, supporting both domain mastery and leadership development. Even inclusive hiring is tech-enabled, with AI tools ensuring bias-free candidate screening. Altogether, we have created a tech-powered HR ecosystem where agility meets empathy, and where every employee’s journey is supported by design.