Built for resilience: how we safeguarded people and performance during the Philippines earthquake.
people management,
culture,
crisis management,
sustainability,
teamwork,
safety,
Philippines,
Published on Tue Nov 11 2025
Updated on Tue Nov 11 2025
2 minute read
This post is also available as a PDF which you can download here.
When crisis struck.
When the October 10th earthquake struck the Philippines, our resilience was put to the test, but capacity and staffing never fell below 60%. Within 24 hours we were back at 80 percent, and within 72 hours we returned to our normal staffing levels. This recovery was possible, because our business continuity framework is designed to put people first and to pivot quickly. Work-from-home was activated immediately, workflows were rerouted, and global site redundancy kept service running for the clients and customers who depend on us.
None of our sites were declared unsafe by the government, a direct result of our careful site selection and investment in resilient facilities. However, the true strength of our response came from our people. In the face of fear and uncertainty, our employees showed extraordinary commitment and care, proving that they were the real heroes of the story.
What made it possible:
- Rapid communication: employee safety checks and client updates within 2 hours.
- Agile staffing: seamless shift between on-site, hybrid, and work-from-home.
- Global redundancy: sister sites provided backup coverage when needed.
- Cloud-first infrastructure: secure, real-time rerouting of workflows.
- Client focus: transparent updates and scenario planning sustained trust.
The outcome in numbers:
- 6-8 continuity drills per year built “muscle memory” for disaster scenarios.
- Emergency Response Training twice weekly ensured confidence in crisis response.
- Under 2 hours to communicate employee safety status and client updates.
- Operations maintained at 60% or higher throughout the disruption.
- 80% operational recovery within 24 hours.
The heroes of the story.
The real story is not just about systems or recovery timelines. It is about the bravery, empathy, and leadership of our people. Many of our agents returned voluntarily once buildings were cleared, not because they had to, but because they wanted to be there for their customers and teammates. Others transitioned to work-from-home within hours, balancing care for their families with their commitment to clients. Their courage and resilience ensured service continuity while protecting what mattered most.
Leaders who put themselves last.
Joey, our site director in Ilio, insisted that she would be the last person out of the building, ensuring everyone else’s safety first. Annie, a frontline leader, chose to stay onsite during the chaos, because she knew her calm presence mattered. Their actions made clear that leadership means standing shoulder to shoulder with employees.
Leadership focused on people.
No one at Transcom was mandated to reenter the building. Instead, leaders reassured everyone: take care of your families, and your well-being first. That message of empathy built trust in a moment of fear.
At Transcom, our people’s welfare and safety are at the nucleus of all that we do. Following the recent earthquakes in Davao and Western Visayas, our teams worked tirelessly to ensure business continuity and employee safety — from continuous monitoring and structural assessments to providing onsite shelter, meals, and support for employees on duty. We take immense pride in the bravery, commitment, and professionalism our people demonstrated during evacuations and recovery efforts — a true reflection of Transcom’s strength, care, and reliability for our people and our partners alike.
- Johannes Elamparo, VP, Global Head of Risk & Operations, Manila Pasig.
The takeaway.
Preparedness, empathy, and a people-first culture allowed Transcom to protect its employees and deliver uninterrupted service during one of the most severe earthquakes in recent years. We remain a resilient partner: quick to adapt, focused on people, and unwavering in performance.
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