Jennifer Shappley  Senior Director, Talent Acquisition  @JennShappley

Creative Solutions for Overhauling Recruitment Processes: Power of Change

  Melissa Miller  Director, Talent Acquisition  @melmiller1971

About Express Scripts

Most affordable & clinically appropriate

HEALTH CHOICES

DRUG CHOICES PHARMACY CHOICES Home

delivery & other lower-cost alternatives

Increasing patient adherence

Source: Express Scripts Drug Trend Report, 2012

Talent Acquisition team structure

Sr Director, Talent Acquisition

Corporate Recruiting

Operations Recruiting

Executive Recruiting

Social Media, Branding, Campus

Recruiting

Military & Diversity Recruitment Programs

70+ team members

Centralized reporting structure Average

TTF = 24 days

Our Challenge

Express Scripts was in the midst of a large acquisition,

more than doubling the size of the company

Would need to quickly integrate 2 TA teams with different

models and different metrics

Improve Candidate, Recruiter & Hiring Manager experience – while returning savings to the

company

Develop and drive unified employment brand in the

market

Our Opportunity

Leverage the change to take a fresh look at the recruiting

process

Create a new process that would build on both legacy teams & align skill sets of

recruiters

Focus on continuous improvement and enhancing

systems

Create new marketing strategy resulting in a consistent candidate experience

Where we were….

Change Drivers

CRM use across teams

Recruiter skill set alignment

ATS and application

process

Branding & Advertising Overhaul

Building CRM into the recruiting process

8

Established training program and subject matter experts within the group

Prioritized pipelines for 16 frequently filled positions and “critical roles” defined by the business

Update scorecards to reflect pipelining metrics

Expanded licenses to cover combined TA team

Recruiter Competency Review

Update Hiring

Profiles

Up-skilling

Recruiters

Improved Recruiting

Talent

ATS enhancements

Reduced steps in

recruiting process

Provided more

transparency to

candidates throughout

hiring process

Tighter integrations with other 3rd

party vendors

Aligned and automated approval paths

• Quickly assessed both systems and decided to go out for RFP

• Used the change as a catalyst to improve process and select new system

Drive Advertising strategy enterprise-wide

11

BEFORE AFTER

What Happened…

30% Increase in Applications

29% Improvement in TTF for one

legacy org

11% Improvement in TTF for other

legacy org

Overall improvement of 17% in TTF

What we learned…

• Know where your recruiters are, don’t assume everyone is equally prepared for the change

• Implement a steering committee to drive consistency and expedite decision making constant communication.

• Share metrics & wins with the team so that they know how their work is making a difference

  Shannon Levesque, AVP Strategic Recruiting

  Lisa O’Toole, Director, Recruiting Operations

Creative Solutions for Overhauling Recruitment Processes: Applying Six Sigma

#intalent

Massachusetts Mutual Life Insurance Company

Leading mutual life insurance company that is run for the benefit of its members and participating policy owners

Ranked 94 in FORTUNE Magazines FORTUNE 500 (May 20, 2013)

Financial Strength ratings are among the highest of any company in the industry

Products: Whole life insurance, disability income insurance, long-term care insurance, retirement/401K plan services and annuities

Corporate Office Locations: Springfield, MA & Enfield, CT (additional hubs in Memphis, TN, Phoenix, AZ, Boston, MA)

#intalent

Recruiting Team Structure – Strategic Recruiting

AVP, Strategic Recruiting

Sourcing Specialist

Recruiter - IT

Recruiter – RS

Recruiter - USIG

Recruiter – Corporate CFO

Recruiter (contractor) Actuary/Risk

Director, Recruiting Operations

Recruiting Partner (2)

Recruiting Partner (3)

HR Reception

Quality Operations

Temp support

MassMutual Employee Count: 6682

Positions Filled: 618

Average Recruiter requisition load: 28

#intalent

The Business Case

Seek greater clarity around roles and responsibilities in the process

Communicate clear expectations of hiring managers and recruiting deliverables

Incomplete/insufficient data reporting/metrics

Compliance error rates of 16%

Recruiting morale at risk

#intalent

The Approach – Lean Six Sigma

MassMutual focuses on continuous improvement and Lean Principles

COE dedicated to LSS methodology with various black belt and green belt certified associates

Business areas utilize the consultation of the COE without the need to become certified

Little training needed; many tools fit with any area of work and can be done with an overview and familiarity of various tools used in the methodology

#intalent

DMAIC

Define – What is the problem, goal, scope, resources, timeline

Measure – Data collection, baseline, process flow

Analyze – Prioritize problems, look for root cause, detailed process maps

Improve – Identify, test and provide solutions to the problems

Control - Sustain the gains

Focus group interviews – where is the pain?

Day in the life: how do we spend our time? Error rates operations/compliance. Customer satisfaction surveys

Uncover root causesIdentify gaps in service levels/expectationsUnderstand constraints

Position approval redesignCompliance verbiage in offer lettersWorkflows and ownership of tasks shifted

Control plan created for continuous improvement

Process Phase Phase Example

#intalent

Results – A Day in the Life of a Recruiter

Sourcing3%

Job Req Offers

8% Client Engage-

ment8%

Phone Screens/ Interviews

12%

Applicant Review

9%

Meetings/ Special Projects

12%

New Hire processing3%

Applicant /Manager Feedback

6%

Misc/ Admin39%

Sourc-ing

20%

Job Req Offers8% Client

En-gagement6%

Phone Screens/ In-ter-

views17%

Ap-pli-

cant Re-view14%

Meetings/ Special Projects

12%

Ap-pli-

cant /Man-ager Feedback8%

Misc/ Admin15%

Recruiter Activity April, 2012

Recruiter Activity January 2013

#intalent

Results

Job descriptions & offer letter improvements 5 pages to 2 pages 5 unique optional paragraphs down to one standardized paragraph

Customer Satisfaction: Improved scores on sourcing strategy and manager feedback process

Metrics Built recruiting dashboard report which highlights entire lifecycle of the recruiting process;

has gained broader application (i.e. HRBP, Diversity & Inclusion) Built customized compliance report to help identify issues much earlier in the process;

eliminated rework; Built customized report to track positions that are in the approval process

Recruiter Morale For one recruiter more time spent on sourcing vs. administrative; yielded strong candidate

slate to staff new operations. Recruiter received recognition for being a real partner to the business on such an important initiative

#intalent

Lessons Learned

Don’t be afraid to insert yourself

Give permission to NOT perform certain tasks/remove obstacles

Challenge convention

Metrics are only as good as the story they tell

Communicate with all stakeholders (continuous improvement)