Written by Dr Jaclyn Lee, Chief Human Resource Officer, Certis
Artificial Intelligence (AI) is no longer a concept to prepare for. It is already reshaping how organisations operate, how people work, and how value is created. From automating routine tasks to generating actionable insights through data, AI is becoming deeply embedded in everyday decision-making.
At Certis, we see AI not just as a technological shift, but as a catalyst for rethinking leadership, redesigning work, and building a workforce ready for the future.
1. Building an AI-Literate Workforce
Readiness is not a one-off effort, it is a capability that must be built and sustained across the organisation. At Certis, we have invested in structured, relevant learning pathways that make AI accessible beyond just our digital or tech teams. Every employee, regardless of role, has the opportunity to engage with AI tools, understand their potential, and apply them within their scope of work.
Empowerment comes not only from training, but from trust. By creating safe spaces for experimentation and making AI part of our daily systems, we are seeing new levels of efficiency, creativity, and ownership emerge across our teams.
2. Improving Resource Efficiency
AI becomes transformative when it is deeply integrated into the way a business functions. A good example is our deployment at Jewel Changi Airport, where we implemented AI-enabled cameras, sensors, robotics, and our integrated operations platform, Mozart®. This resulted in a significant reduction in manpower costs for our client, more than just cost efficiency, it demonstrated how smart deployment of resources can unlock long-term sustainability and operational resilience.
These results are not achieved by simply overlaying AI on top of existing structures and processes, they come from rethinking how we redesign those structures in the first place and how tech can augment manpower operations.
3. Transforming HR Through Data
One of the most common questions I receive is how AI can be applied in Human Resource (HR). The answer lies in data. AI allows HR teams to move beyond instinct and operate with greater strategic data-driven precision.
We use predictive analytics to identify early signs of attrition across workforce segments. These insights have enabled us to design targeted, timely interventions, whether in the form of engagement programmes or leadership development, ultimately improving retention in a highly competitive labour market.
4. Boosting Productivity with Intelligent Automation
AI’s value is also in the small, daily wins. Our Allegro platform, for example, automates the approval of expense claims under $300. Once compliance checks are completed, payments are processed within 30 minutes. The outcome? Less administrative load, faster turnarounds, and greater employee trust in internal processes.
Small changes like this compound. They create an environment where systems enable people, rather than slow them down.
5. Enhancing Frontline Capabilities
Transformation must be inclusive. It cannot only serve the back office. On the ground, our AI-enabled mobile incident reporting tools have lifted report accuracy from 70% to 90%. This improvement has enhanced operational effectiveness and improved job satisfaction among frontline personnel.
Our approach to frontline transformation is simple: give people tools that are intuitive, integrated, and aligned to the realities they face. Technology should not replace judgement, it should enhance it.
The Future Ahead
AI is more than a tool, it marks the beginning of a new era. But to realise its full value, organisations must go beyond capability-building to shaping culture. That means encouraging curiosity, rewarding initiative, and creating space for human–machine collaboration to flourish.
As HR professionals, we are not just preparing people for new technologies. We are preparing organisations for new ways of thinking.
As I shared at the Adult Learning ALX 2025 conference, the role of HR is not only to ensure that AI serves the business. It is also to ensure it serves the aspirations of our people.