A Business Services Company. Our Culture Story. Mike Sokol, Senior Director Culture & Employee Engagement

Size: px

Start display at page:

Download "A Business Services Company. Our Culture Story. Mike Sokol, Senior Director Culture & Employee Engagement"

Avis Mosley
6 years ago
Views:

1 A Business Services Company Our Culture Story Mike Sokol, Senior Director Culture & Employee Engagement

States Nicaragua Costa Rica 300+ Clients Japan UAE Saudi Arabia South Korea

2 Global Consistency, Local Intimacy 70,000+ Staff 25 Countries 40+ Languages United Kingdom Canada Ireland Slovakia Spain Portugal China Bulgaria United States Nicaragua Costa Rica 300+ Clients Japan UAE Saudi Arabia South Korea Hong Kong India Philippines Colombia Malaysia Singapore Brazil Australia Uruguay New Zealand

3 Industries We Serve Industry expertise and complete customer lifecycle capability Automotive Media and Communications Banking and Financial Services Retail and ecommerce Government and Public Sector Consumer Electronics Healthcare and Pharmaceutical Technology Insurance Travel, Transportation and Tourism

4 Rapid Growth Both Organic And Through Acquisition SYNNEX Acquires IBM Customer Care Business Today 70,000 Plus Concentrix Acquires e2e Teleservices (India/US) Concentrix Acquires Intelligent Outsourcing (Nicaragua) IBM Acquired Genelco Concentrix Acquires GEM (Belfast) 2009 SYNNEX Acquired BSA Sales Daksh e-services Founded (India) Concentrix Acquires Encover & Aspire (US/UK) 2007 Concentrix Founded B2B and B2C Sales, Marketing and Customer Support 2006 Concentrix Acquires Occidental business Services (Costa Rica) Concentrix Acquires link2support (Philippines) BSA Sales Founded B2B Sales and Technology Products Genelco Founded B2B Insurance Advisor and Software SYNNEX Acquires Concentrix IBM Acquired Daksh

Our Approach And Engagement Drive Differentiation Infusing Innovation Into Industry Customer Customer Strategy Strategy Define and enable holistic

ecosystem through global resources and technology Market Market Dynamics Dynamics Improve your competitiveness and differentiate you in the emerging

experience and business performance Business Business Excellence Excellence Deliver transformation through deep domain expertise, analytics, processes,

business and industry solutions often left unaddressed Flexibility Flexibility and and Agility Agility Engage in deep, intimate, strategic partnerships

5 Our Approach And Engagement Drive Differentiation Infusing Innovation Into Industry Customer Customer Strategy Strategy Define and enable holistic customer engagement strategies Obtain the highest possible value from every interaction in every stage of the customer lifecycle Maximize the customer ecosystem through global resources and technology Market Market Dynamics Dynamics Improve your competitiveness and differentiate you in the emerging digital world Help you to anticipate and take advantage of the changes in your marketplace Provide unique insights that drive excellent customer experience and business performance Business Business Excellence Excellence Deliver transformation through deep domain expertise, analytics, processes, methodologies and the intelligent application of technology Leverage global best practices coupled with local intimacy and knowledge Develop and invest in business and industry solutions often left unaddressed Flexibility Flexibility and and Agility Agility Engage in deep, intimate, strategic partnerships that drive business outcomes Maintain our entrepreneurial spirit: always looking for ways to grow your business Create innovative engagement models that are unique to your circumstance

6 Why Focus On Culture? Culture Eats Strategy for Breakfast, Lunch and Dinner Peter Drucker Burning Platform both Macro and Micro Business Process Management How can we continue to scale 15,000 to 70,000 in 2 years How can we be Unified Across a Number of Dimensions Rapidly Changing Business Model Client Expectations Automation Security Risks Legal Challenges Financial Pressure Tight Margins Eat or be Eaten Shortage of Competent Managers

7 What Is The Right Culture? There are a number of ways to approach this question depending on where your organization is in its life cycle. Concentrix was quite successful Concentrix viewed itself as unique among its peers Needed to address burning platform issues in a manner that could reach across: Generations Geographies Functions Timely and Timeless

Do Your Homework In most organizational change efforts, it is much easier to draw on the strengths of the culture than to overcome the constraints by changing the

8 Do Your Homework In most organizational change efforts, it is much easier to draw on the strengths of the culture than to overcome the constraints by changing the culture. ~ Edgar Schein, professor MIT Sloan School of Management 9 Culture Statements Staff Wisdom Take Time to Reflect Be Open to Input Be Unique versus Generic

9 The Concentrix Nine Recognition that choice of words is important Impactful Language Unique Language Passionate Language

10 How We Did It Do we change the culture? Cultural Integration Challenge What is the secret sauce? Need to have a precise articulation of Culture What has led to our success? What aligns with our personal values? How do Empowered we make all 4 Regional Session 1000 Managers andour Staff owners of the Culture? Cascaded out to all Employees Engaged Multi Channel Full Court Press (what experiences can we provide) Change Reward/Recognition Communications Onboarding Recruitment Town Hall Meetings Performance Review Engagement Survey Measures & Metrics

11 Lessons Learned Planning is Essential CEO Sponsor/owner Internal External Process consultant Recognition this is Change Management Company Program Not HR Engage Leadership Team Take the time to do it right Continued Visibility Bring Others on the Journey Build Multiple Touch Points Quick and Long-Term Wins Not Just Communication Share ownership and empowerment Share the stories, successes and credit Include all Functions and Business Units Length of Exposure is a Critical Variable Support Structure Post Rollout Reinforcements Structural Changes

12 Culture Enhancement Huddles Wallpapers Table Talkers Coffee Talks Posters Attraction Culture Branding Campaign released in % hires join through referral program Marketing Campaign Retention Google clicks +700,000 impressions Facebook clicks +350,000 reach 95% retention rate through round table sessions, innovative performance methodologies and one on ones Strong participation (80%) in All-Staff Company Survey Development Enhanced leadership programs including Culture activities with 95% satisfaction rate Town Halls 7% promotions during

13 Questions?

Cross-border Executive Search to large and small corporations through personalized and flexible services

Cross-border Executive Search to large and small corporations through personalized and flexible services In-depth local knowledge of each job market as well as reliable information on compensation, industry