Resourcing Transformation

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  • Resourcing TransformationSamantha Ramsay Head of Resourcing & Employer Brand @ House of Fraser

    25th February 2016

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  • It is not the strongest of the species that survive, Nor the most intelligent, But the one most responsive to change.

    -Charles Darwin

    The change we went through in a year, People,Organisation Structure, Roles in Resourcing, Systems & Processes including: ATS; Careers site; online testing; Video Interview; Processes; Employer Brand; Recruitment Documents; Mobile Optimization; 33 Projects completed in 2015. Team of 20 making 4500 hires a year. Only 2 remaining of the original team. Difference between what we could be doing and what we were doing was so big that it required a fundamental change.

    Small changes would only make a small difference and we had big plans.

    Me not having any patience.

    The competition was ahead of us, one of the only Department stores without a mobile optimised site. Customers/candidates expectations different. *

  • The art of the possible Steal with pride Group and Focus 3 steps to successful transformation

    talk about blue sky thinking, pushing boundaries, getting team to be radical and not think about why we cant do something

    talk though how we should copy best in class from other functions- call centres & live chat and volume communication mgt, Marketing & how they brand and communicate, What great customer service looks like and where have we seen it before whats the connecting theme simple!

    *

  • Resourcing StrategyProviding a VIP Customer ExperienceReduce Attrition Improve Time to Hire Creation of Talent Pools Employer of Choice Award winning Resourcing FunctionCustomer Experience

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  • Communicating the goal to all was key to the success of the programme

    Sam to talk about communicating the change programme to everyone and anyone, why were doing it, what each project means not in HR speak, describe the goal and what people will see. Most importantly for this size of change, ensure own team are on board and excited. Such huge change requires investment from everyone and for everyone to know how important they are to this programme and how we are one team looking to achieve great things. Talk about change exercise *

  • In house Recruiter Awards: Winner - Best Employer BrandHighly Commended - Best Retail Recruitment Team

    The FIRM (Shortlisted, awards are held in May):Recruitment Team of the YearBest Careers WebsiteBest Development of an Employer BrandOutstanding Impact Transformation and ChangeRecruitment Leader of the Year

    .....and the result

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  • Resourcing StrategyProviding a VIP Customer ExperienceReduce Attrition Improve Time to Hire Creation of Talent Pools Employer of Choice Award winning Resourcing FunctionCustomer Experience

    *

  • Attraction & SourcingTo better attract, engage and educate current and potential talent to successfully place them in the right roles across our business.To create an Employer Brand of choice that captures the essence and culture of our business. Our communications will cleverly focus on job seeker requirements putting us ahead of our competitors.Shop Front

    Sam to talk through:

    Just going to highlight a 3 of the projects under this strategic line.

    Implementation of a new ATS, build and launch of our employer brand, the creation of a new career site and the launch of Live Chat. *

  • Weve built and launched an employer brand

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  • Weve created a mobile optimised Careers site*

  • After a big internal launch and a brand new website all using House of Fraser people as the stars of the show the feedback we received was pretty amazing. They loved it. And the results show just how much candidates loved it too.Nearly 720,000 careers site page views between 27th May and 30th July 2015Over 280,000 site sessions in the same timeframeA conversion rate of nearly 25%25,712 Apply clicks recorded in August 2015 alone (up from 10,567 in August 2014!)

    Weve created a mobile optimised Careers site*

  • Weve implemented Live Chat

    Sam to talk about the benefits. 24/7 *

  • Browse and ChooseAssessment & SelectionResourcing as market leading experts in our field. To continuously provide the best external talent to support immediate and future recruitment demands.To enhance the quality of hires through improved assessment and interview techniques enabling an increase in employee retention and capability.

    Sam to talk through: 3 projects relating to this part of the strategy

    Bespoke online assessments, including individual reports sent to all candidates as soon as theyve applied, Video Interviewing & new Assessment Centres *

  • Sam to talk through online advisor assessment Culture Fit Questions*

  • Sam to talk though scoring for Role Fit Questions*

  • We send all candidates a report based on their online assessment telling them how they did, no matter the result

    30,000 candidates at adviser level completed the online assessment over the last of 2015*

  • Weve improved the candidate experience in store at assessment centre

    Due to better assessment methodology weve improved the quality of candidates attending assessment centres, increasing the conversion rates from 47% to 76.6%. Have reached 91% Hiring conversion rates from 50% - 60% also now TalentPooling *

  • Weve implemented video interviewing

    Sam to talk through the benefitsCandidates can do it anytime Options to do alternative interview methods *

  • Offer & OnboardingTo develop forecasting capabilities and hiring strategies through knowledge of attrition, growth & succession to identify Resourcing requirements across the business.To maintain the engagement of new talent, maximise our referrals and utilise customer feedback to continually advance and improve Resourcing processes.Buy and Collect

    Sam to talk through:

    Just going to highlight a couple of the projects under this strategic line.

    NPS Scores have improved by 53 points in a year from hiring managers.

    We survey and analyse candidates satisfaction rates on all areas of the process, Recruiters have Candidates and Hiring Manager experience scores as part of their KPIs, welcome cards sent to candidates & replying to candidates on Glass door

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  • NPS & KPIs

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  • We send new starters a welcome card signed by their team

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  • Sam to talk through:

    Done a huge amount in a year and the following year is just as big.

    Looking at how we take Employer Branding and Employee Referrals into a Brand Advocacy model.

    How we provide a best in class new hire and starter journey and how we use big data, programatics and CRM to take recruitment marketing to the next stage *

    *

    The change we went through in a year, People,Organisation Structure, Roles in Resourcing, Systems & Processes including: ATS; Careers site; online testing; Video Interview; Processes; Employer Brand; Recruitment Documents; Mobile Optimization; 33 Projects completed in 2015. Team of 20 making 4500 hires a year. Only 2 remaining of the original team. Difference between what we could be doing and what we were doing was so big that it required a fundamental change.

    Small changes would only make a small difference and we had big plans.

    Me not having any patience.

    The competition was ahead of us, one of the only Department stores without a mobile optimised site. Customers/candidates expectations different. *talk about blue sky thinking, pushing boundaries, getting team to be radical and not think about why we cant do something

    talk though how we should copy best in class from other functions- call centres & live chat and volume communication mgt, Marketing & how they brand and communicate, What great customer service looks like and where have we seen it before whats the connecting theme simple!

    *

    *Sam to talk about communicating the change programme to everyone and anyone, why were doing it, what each project means not in HR speak, describe the goal and what people will see. Most importantly for this size of change, ensure own team are on board and excited. Such huge change requires investment from everyone and for everyone to know how important they are to this programme and how we are one team looking to achieve great things. Talk about change exercise *

    *

    *Sam to talk through:

    Just going to highlight a 3 of the projects under this strategic line.

    Implementation of a new ATS, build and launch of our employer brand, the creation of a new career site and the launch of Live Chat. *

    *Weve created a mobile optimised Careers site*Weve created a mobile optimised Careers site*Sam to talk about the benefits. 24/7 *Sam to talk through: 3 projects relating to this part of the strategy

    Bespoke online assessments, including individual reports sent to all candidates as soon as theyve applied, Video Interviewing & new Assessment Centres *Sam to talk through online advisor assessment Culture Fit Questions*Sam to talk though scoring for Role Fit Questions*30,000 candidates at adviser level completed the online assessment over the last of 2015*Due to better assessment methodology weve improved the quality of candidates attending assessment centres, increasing the conversion rates from 47% to 76.6%. Have reached 91% Hiring conversion rates from 50% - 60% also now TalentPooling *Sam to talk through the benefitsCandidates can do it anytime Options to do alternative interview methods *Sam to talk through:

    Just going to highlight a couple of the projects under this strategic l