Outsourcing Recruitment: Success Is More than A Roll of the Dice

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2 Outsourcing Recruitment: Success Is More than A Roll of the Dice When Crown Macau looked to build the foundation of its flagship property its people it made a sure bet by outsourcing to Talent2 Mass recruitment centers were a major attraction strategy Zhuhai, China. In the gaming industry, nothing is more important to the success of a casino than the efforts of its staff. This was especially true for one upscale property in the rapidly growing gaming industry in the Chinese territory of Macau. Crown Macau, the first extension of Australia s iconic Crown brand in Asia, is a luxurious and contemporary hotel and casino that is primarily devoted to the high-end gaming market. Distinctive in design, superior in quality and exceptional in service, this 36-story complex offers a genuinely unique 6-star experience for discerning guests seeking the finest quality and attention to detail in every aspect of their stay. When the hotel and casino sought to hire the best talent to meet the needs of its discriminating clients, it faced a daunting task. Crown Macau faced a number of critical challenges: The extremely tight labor market in Macau (3% unemployment); Government quotas that restricted the level of overseas recruitment; and Competition from existing hotels and casinos (seven new properties opened in 2006 alone, with a number of megaproperties still being built). As a result of these challenges, management at Crown Macau quickly realized that traditional recruitment strategies would not work, so they turned to Talent2 for assistance. Because of the decision to outsource, Crown Macau opened with a full complement of staff, plus an additional buffer to reduce the impact of the high levels of turnover that have become indicative of the labor market in Macau. Talent2 developed a customized solution for parent company Melco-PBL to manage the identification, attraction, recruitment, and onboarding of more than 4,000 employees across all areas of the Crown Macau property. In the service industry, particularly for a six-star hotel and casino, the success of Crown Macau rests solely on its people. THE CHALLENGE Identify, source, and secure 24 HRO TODAY SPECIAL ADVERTISING SECTION

3 4,200 permanent staff; Source various skill sets required, including croupiers, chefs, senior management, finance, marketing, front desk, etc.; A tight local labor market experiencing very low unemployment locally; and Strict government restrictions and quotas on the number of employees granted entry and work visas. THE SOLUTION Talent2 brought a solution that called for: Assembling a team of 40 fulltime recruitment consultants from across Asia with knowledge of each country s markets. The team expanded to 100 during the peak phase, including full-time and part-time employees and contractors; Shifting to local recruitment when the foreign labor quota became smaller than originally anticipated; Analyzing the most suitable country location of skill sets for target candidate pools; Facilitating mass recruitment centers over weekends and holiday periods; and Creating a unique career website that allowed candidates to track their progress through recruitment. THE RESULTS The project was completed on schedule with a full complement of staff and additional buffer for attrition. A database of more than 45,000 screened candidates was developed and continues to be used to keep Logistics and event management capabilities were critical to cope with the high volumes of applicants applicants turned out in Zhuhai, China. candidates engaged. In the end, candidates were sourced from Macau, Australia, China, Hong Kong, Malaysia, Philippines, Nepal, Thailand, Singapore, Japan, Europe, and the United States. The highly professional and differentiated recruitment process by Talent2 generated significant positive PR and word-of-mouth, which led to continuous increases in referrals, reducing the time and cost to hire. Through an innovative approach to a challenging project, Talent2 provided Crown Macau with a competitive advantage by managing the entire recruitment process from employment branding, through identification and attraction of talent, to psychometric testing and screening, recruitment, and onboarding. This enabled the Crown Macau management team to focus on completing the development of the project, knowing that the key component behind the success of the hotel and casino its people were in good hands. HRO A streamlined applicant screening process achieved maximum results under tight timelines. HRO TODAY SPECIAL ADVERTISING SECTION 25

4 Banking On Asia Talent2 Managing Director, Andrew Banks has made his career as the HRO pioneer of the East and now believes U.S. and E.U. multinationals will bet on Talent2 for Asia HRO services Andrew Banks has been a mover and shaker for most of his life. Many Australians recognize his name, and in many parts of Asia he is a business celebrity. As Talent2, his latest rapidly growing venture, achieves a global brand, he may be recognized as a pioneer in HRO. Talent2, the product of Banks vision, provides payroll and administrative HR support for more than one million employees in 10 Asian countries and is a leading provider of learning outsourcing services. It is also the largest recruitment process outsourcing provider is Asia. Not bad considering Talent2, a publicly traded company on the Australian Stock Exchange (ASX:TWO), is only four years old. Banks is a British native who has lived in Australia for most of his life. He was the founder of the highly successful employment services firm of Morgan and Banks, which combined executive recruitment services with mid-level recruitment and contingent labor operations. Morgan and Banks grew to be one of the largest and most successful employment firms in the world and at its zenith employed 17 percent of the Australian labor force. The firm was acquired by TMP Worldwide in For three years after that, Banks was the global director of TMP, responsible for operations in 32 countries and overseeing a staff of 4,500 employees from his base in New York City. TMP eventually separated Morgan and Banks into the Hudson Group, but it was a move Banks grew uncomfortable with. His thoughts turned back to Asia. He saw the emergence of the HRO market and recognized the opportunity for a company based on this new model. In 2003, he returned to Sydney and acquired an Oracle-based payroll software company called Concept Systems. He recruited a team of talented executives to join his new venture and began building a true HRO powerhouse. He converted the old payroll software business into a software-as-a-service model and began offering payroll services and HR administration. Since then, Talent2 has expanded into full HRIS software capability. The next acquisition brought in an Oracle based e-learning company and then a training events company to round out the learning outsourcing services to include both multimedia and instructor-led formats. The executive team had deep domain expertise in recruitment and rapidly established executive search, talent management consulting services, and an RPO services division that quickly grew organically to market leadership. Banks describes himself as an HR evangelist. He sees HRO transforming HR because of the transparency and service levels required. That places great emphasis on the value proposition of externally provided services. Why Talent2 is Asia-centric stems from two factors: First, his personal comfort having spent his life in Asia and being able to conduct business across the diverse cultural landscape of the region. Second, he believes in a Blue Ocean Strategy (from the book of the same name) since other providers are not strongly entrenched in Asia yet. The strategy is one in which businesses carve out new markets without competition. Talent2 clearly is the market leader with more than 2,200 payroll clients employing more than one million in 10 countries; 30 major RPO programs; and $30 million (AUD) in learning outsourcing. The future of Talent2 will boast continued growth. Banks said the company will add 11 offices in China, three in Japan, and one each in Malaysia, Korea, and Singapore. While the corporate strategy is to remain Asia-based and Asia-centric, he also believes that U.S. and E.U. multinationals expanding into the Asian market would look to partner with a strong Talent2 instead of a weak confederation of smaller HRO providers as a service delivery platform in Asia. As Talent2 expands its benefits service offerings, the company will be well positioned to offer a highly integrated solution to employers. While payroll is the company s largest market, RPO is second, followed by learning, which Banks sees as the fastest-growing segment of the industry. With Asia boasting some of the world s hottest economies, Talent2 could well become the world s hottest HRO company. It s a prospect that Talent2 and its clients are Banking on. HRO 26 HRO TODAY SPECIAL ADVERTISING SECTION

5 Asia: 3,712,527,624 people 2,269 languages 37 countries 1 HR outsourcing provider 0 Headaches Talent2 is the only multi-national HRO provider that s actually headquartered in Asia Pacific You can t beat experience. Except with local knowledge. And when it comes to HRO in Asia Pacific, only Talent2 can bring you both. Our services have earned trust and acclaim with multi-national organizations who rely on us for RPO and Recruiting, Payroll, Learning, HRIS, Career Management and more across the region. And as an Australian company, the cultural fit is complete. There s no easier way to free yourself from local HR complexities so that you can focus on your business goals. To find out more about us and what we can offer, contact us on or visit talent2.com AUSTRALIA NEW ZEALAND CHINA (PRC) HONG KONG INDIA JAPAN MACAU MALAYSIA MIDDLE EAST PAPUA NEW GUINEA SINGAPORE UK USA talent management for the future