Consistent, Superlative. Employee Experience. Multi- Process HR outsourcing

Transcription

1 Consistent, Superlative Employee Experience Multi- Process HR outsourcing

2 Delivering consistent, superlative experience to employees & candidates PAN India Established in 1945, the client has grown into market leader whose triple bottom line ethic is driving industry trends towards technological innovation, social responsibility, and constantly improving customer satisfaction. Apart from being India's premier utility vehicle (UV) company it is the top-selling tractor company in the world. Apart from this client is one of the most trusted employer brands in its sector. The company is rated as Best Employer by market surveys, and attrition rates are as per industry standards. When you are at such a stage, as a CHRO you find yourself at cross roads : continue with the Status quo or challenge it to create something better. It was this spirit to challenge the status quo and create a better workplace for employees that laid the foundation of this relationship between PeopleStrong and the Client. The Business need was to deliver consistent HR experience to all stakeholders and users and at the same time enrich the role of the HR Team Problem Statement The client s expectation from the PeopleStrong was consistency of processes, efficient & effective execution and integrated strategic service delivery. The most important outcome expected was consistent and one India employee experience, for which process consolidation & standardization, optimum resource utilization, minimizing redundant process and development of technology interface was also required. All these objectives once achieved were to support the client in two areas: - Redefine and enrich the BHR role to play a Business Partner role - Centralize domain expertise areas and build capability Objectives: The client required assistance in building a proper technology landscape to enable the HR processes successfully support the scaling up of business. Modules provided: Onboarding, Exit, Leave, Single Sign On, Payroll ESS, Letter generation, Contract staff management HR Transformation - The PeopleStrong Way The Implementation was structured around creating a process framework, governance mechanism, quality audits and facilitating change management. For each of the HR Sub Processes a team structure was defined, with process standardization and centralization in place. Every step of process implementation was closely coupled with technology for optimum results.for recruitment, technology and automation was leverage for quick turn around and real time availability of information. Efficient Sourcing Management was ensured with Standardization of Source Mix for all locations with 50% contribution of Paid Channels and 50% Non-Paid Channels. Standardization of offer templates, CTC templates, Background Verification checks was also done. Consistent, superlative employee experience 2

3 Centralized resume database, JD repository and CTQ s (Critical to Quality ) parameters definition for all open positions help in increasing the efficiency of recruitment process. Candidate feedback collected from all candidates appearing for interview to improve candidate experience. An HR shared services engine was established, that standardized and centralized the employee life cycle processes like joining, onboarding, document management, transfer, confirmation, separation etc. Centralized database management was done on PeopleStrong HCM Platform for automation and increasing the efficiency of all the above HR processes. The highlight of the solution was establishing of Employee Query Resolution management system. With 3 modes of support i.e. phone, web and mail an engine was set up to resolve the queries of the employees. MIS and reports were also predefined to monitor and improve the overall process. Solution Framework The solution framework was mainly in three groups with the following structure: Key Results: Integration of existing processes and activities under one service umbrella The drift for the HR team from staff room to the board room Statistical approach of managing business operations. Consistency and predictability of business delivery Service Delivery excellence through a one-stop-shop with employee self-service, transaction processing and on-line MIS availability Enhanced cost effectiveness Focus on design and implementation activities Consistent, superlative employee experience 3

4 Business impacts and Results: Consistency - Central Administration of HR Operations Training PMS HR Helpdesk Recruitment - Process Standardization and elimination of Non Value Adding and Redundant Steps : 11 Processes and 76 Sub processes - New Role definition for HRBP Efficiency - Centralized administration with decentralized process strategic locations - Leveraging ERP : Alt Recruit(ATS) Employee Referral Portal, Recruiter Portal, Business Portal, Candidate Portal, SAP Integration for all HR Processes - Maker Checker concept implemented in in-scope HR Processes - HR: Employee Ratio improved from 1:54 to 1:68 Effectiveness & Performance - Process Health Meter SLA and Reverse SLA scorecard with weekly, monthly operating review with HR - Adoption rate - 63% in Ist year - YTD Request 99.3% - 98% of Level 1 requests around Policies & Benefits resolved within SLA - 94% reduction in open requests from by end of third quarter (includes data management and MIS) - 91% of SAP requests completed within SLA - 95% of Experience and Relieving Letters handed over to employees on Last Working Day ( excluding cases where NDC initiated is less than 7 days ) - 96% PMS requests resolved within 18 working hours from the request of the query - 91% Mid-Year Review (PMS) completed within time. - Behavioral Training calendar 94.4%, Functional training 79% Compliance - Governance Charter Sponsor, Strategic, Tactical, Operational - Industry best practices implementation Policy Benchmarking & Gap Analysis every Quarter Integrated Strategic Service Delivery Consistent and One India Employee Experience - Servicing permanent and other than permanent employees at across 150 locations in India for 11 Business Units. - Setting of One Stop Query Resolution System Helpdesk reaching to a 97% First Call Resolution ( FCR ) rate - Decreased Touch time - Average speed of answering 03:49 minutes - Auto replies and triggers to maintain employee connect - Over unique requests, handled for employees in a span of 6 months at average 250 requests per day Insights Consistent, superlative employee experience 4

5 - Business Intelligence Quarterly projects on Key Business Metrics - Decision Support System Cost Leadership - HR Strategic Bandwidth Release: Man hours per month - Consolidation, Standardization, Redundancy and NVA activity removal Consistent, superlative employee experience 5