Customer : BFSI BPO
Scenario
- The organization wanted to re-structure its employee onboarding process as it was causing inordinate delays in orienting employees for their respective roles. This resulted in a double whammy of slower time to productivity (thereby impacting revenues) as well as lower employee satisfaction.
Challenges
- The process was entirely manual/offline in nature distributed across departments like HR, Finance, IT & Systems and Functional/Departmental teams.
- Additionally, this included touchpoints with external vendors for Recruitment and Pre-employment verifications & documentation.
- This resulted in very poor visibility with no centralized view of an employee’s journey with the org.
- The handover of tasks between departments was carried out largely on a “when-asked” basis (tactical & reactive) as opposed to an automated, planned flow. This resulted in delays, confusions and a lack of visibility.
Data Points
- The employee onboarding took approx. 4.5 months to complete, causing delays in revenue linked to employee productivity
- Due to the process being reactive, the resource utilization was sub-optimal, resulting in elevated operating costs.
Solution
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Integrated multi-party playbooks for efficiency
- Playbooks incorporating tasks for all functions - 3rd Party Vendors, HR, IT & Systems as well as Functional teams which allowed for an optimized approach.
- Stage-wise tasks covering Pre-Onboarding, Onboarding, Mentoring and Ongoing Support with standard TATs were defined.
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Automated invocation of Onboarding
- Playbooks were automatically invoked 60 days prior to the joining date of employee and respective tasks were assigned to the cross functional team. This eliminated all wait times and guesswork.
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Alerts for handover milestones
- To promote visibility into inter-departmental handovers (with sequential dependencies), alerts were set up to ensure that team members had clear visibility into their work queue.
Results
- 43% improvement in “Time to Employee Productivity” from 4.5 months to 2.5 months
- $160K saving in Year 1 due to optimized resource utilization
