Description
proj is on my 2 months summers in sutherland, a bpo company
it has recruitment process of the company
only use for reference
EXECUTIVE SUMMARY
Today, in every organisation personnel planning as an activity is necessary. It is an important part of an organisation. Human Resource Planning is a vital ingredient for the success of the organisation in the long run especially with companies having Global presence. Integration within departments is very important so as to have effective manpower planning. There are certain ways that are to be followed by every organisation, which ensures that it has right number and kind of people, at the right place and right time, so that organisation can achieve its planned objective.
For every organisation it is important to have a right person on a right job. Recruitment process plays a vital role in this situation. Shortage of skills and the use of new technology are putting considerable pressure on how employers go about Recruiting staff for departments across geographies.
Recruitment and Selection are simultaneous process and are incomplete without each other. They are important components of the organisation and are different from each other. With reference to this context, this project is been prepared to put a light on Recruitment and Selection process at Sutherland Global Services.
1
Introduction
‘Right person for the right job’ is the basic principle in recruitment and selection. Ever organisation should give attention to the selection of its manpower, especially its managers. The operative manpower is equally important and essential for the orderly working of an enterprise. Every business organisation/unit needs manpower for carrying different business activities smoothly and efficiently and for this recruitment and selection of suitable candidates is essential. Recruitment deals with attracting job seekers into the company. Staffing function deals with allocating internal resources to various projects. Recruitment and selection are two of the most important functions of personnel management. Recruitment precedes selection and helps in selecting a right candidate. Every organisation needs to look after recruitment and selection in the initial period and thereafter as and when additional manpower is required due to expansion and development of business activities.
2
Meaning
Recruitment
According to EDWIN FLIPPO,”Recruitment is the process of searching for prospective employees and stimulating them to apply for jobs in the organization.” Recruitment means to estimate the available vacancies and to make suitable arrangements for their selection and appointment. Recruitment is understood as the process of searching for and obtaining applicants for the jobs, from among whom the right people can be selected. A formal definition states, “It is the process of finding and attracting capable applicants for the employment. The process begins when new recruits are sought and ends when their applicants are submitted. The result is a pool of applicants from which new employees are selected”. In this, the available vacancies are given wide publicity and suitable candidates are encouraged to submit applications so as to have a pool of eligible candidates for scientific selection. In recruitment, information is collected from interested candidates. For this different source such as job portals, newspaper advertisements, employment exchanges, internal promotion, etc. are used. A pool of eligible and interested candidates is created for selection of most suitable candidates. Recruitment represents the first contact that a company makes with potential employees. Recruitment is a positive function in which publicity is given to the jobs available in the organization and interested candidates are encouraged to submit applications for the purpose of selection. Recruitment represents the first contact that a company makes with potential employees. It is through recruitment that many individuals will come to know a company, and eventually decided whether they wish to work for it. A well-planned
3
and well-managed recruiting effort will result in high quality applicants, whereas, a haphazard and piecemeal efforts will result in mediocre ones.
4
Purpose and importance of Recruitment:
•
Determine the present and future requirements of the organization on conjunction with its personnel-planning and job analysis activities.
•
Increase the pool of job candidates at minimum cost.
•
Help increase the success rate of the selection process by reducing the number of visibly under qualified or overqualified job applicants.
•
Help reduce the probability that job applicants, once recruited and selected, will leave the organization only after a short period of time.
•
Meet the organization’s legal and social obligations regarding the composition of its work force.
•
Begin identifying and preparing potential job applicants who will be appropriate candidates.
•
Increase organizational and individual effectiveness in the short term and long term.
•
Evaluate the effectiveness of various recruiting techniques and sources for all types of job applicants.
5
Company Overview
About the Company:Sutherland Global Services is a multi-national technology-enabled BPO Services Company headed by Dilip R. Vellodi. It provides integrated Platform-based and Analytics enabled business-cycle support solutions for major Industry Verticals and global industry leaders. Having started operations in 1986 in Rochester, New York, Sutherland now employs over 33,000 professionals offering RightSourcing™, seamlessly blended services from its 33 delivery centres in Bulgaria, Canada, Colombia, Egypt, India, Mexico, Philippines, the United Arab Emirates, the United Kingdom, and the United States. By integrating highly trained people with state-of-the-art technology and proven business methodologies, Sutherland collaborates with clients to help them excel in their industry and maximize their customers’ lifetime value.
Mission:‘To help improve our clients’ efficiency and productivity while delivering measurable results.’
6
Business Locations:•
•
India United States Canada United Kingdom Mexico Colombia Bulgaria Egypt United Arab Emirates Philippines
• • • • • • • •
Facts about Sutherland Global Services:•
•
45% of revenues are from fortune companies 33000 employees across 33 locations spread in 10 countries More than 13 million customer transactions processed every month
7
•
•
40 million F&A transaction processed annually
Recent Achievements:-
•
Sutherland Global Services earns top 10 leadership position in Global Services 100
• • • • •
Sutherland Global Services features in top 30 global outsourcing firms Lenovo awards ‘Business Service Excellence’ to Sutherland Global Services Sutherland Global Services receives AT&T’s 2011 Supplier of the Year Award Sutherland Global Services awarded Outstanding Employer for 3rd time Sutherland Global Services wins BPO organization of the Year and the Operational Excellence and Quality award
Corporate Social Responsibility:-
•
Charitable Giving Our employees and company have a long standing history of generosity and support of our communities. To maximize our impact in supporting worthy local and global causes, Sutherland established a global Charitable Mission Statement in 2007.
8
•
Go Green:Sutherland Global Services recognizes its corporate responsibility towards preserving and protecting environmental resources and has implemented sustainable business practices that continue to have a positive impact on the environment.
•
Commitment to Delivery:We consider a diverse workforce a natural requirement to our continued success, and we have maintained a strong commitment to diversity since inception. The qualities we strive for within our own organization are the same qualities we look for in our suppliers – creativity and innovation. Sutherland has officially been recognized as a regional minority business enterprise in good standing with the Upstate New York Regional Minority Purchasing Council, Inc
9
Recruitment process at Sutherland Global Services
Recruitment at Sutherland Global Services is handled by team known as ‘Global Professional Recruitment Team’ operates from two locations i.e. Mumbai and Chennai. It is sole responsible for recruitment solutions across delivery centres for the company though it is not responsible for recruitment solutions for its clients which is again handled by other team
1. Requisition:Recruitment process at Sutherland Global Services works on software ‘ICIMS.’ It is integrated software, functional for all departments wherein all departments raise their requirement for manpower. It generates a ‘req’ which is made visible to recruitment team across geographies. ‘Req’ has to be filled with other details as in number of manpower required, desired joining date, job description, roles and responsibilities, compensation offered. Being a global company, details of job location was also as important. Recruitment team operates from two locations i.e. Mumbai and Chennai both in India. It handled recruitment for all 33 delivery centres across 10 countries and 5 continents.
2. Allocation:Once recruitment team receives requirement from various centres and departments, allocation is done i.e. job positions are allocated to members of the team as per its skills, knowledge, expertise and experience. Once allocation is done, then member goes through specific requirements and starts finding right candidate as per urgency
10
3. Sourcing/ Searching:Once requirements are allocated, members of GPR team source candidates from various job portals. Some of the most used job portals are ‘naukri’ and ‘monster’. Members have to put right keywords and other details as to find right candidate. Other details include experience, current compensation, company, sector, functional area, educational details, technical qualifications, current location or job location and other. It should have correct blend of criteria. Any error made in search criteria can show wrong result i.e. error in selecting right candidate. So searching through job portals, one need to be very correct and it can provide a lot of candidate database. After searching a pool of candidates, member of team needs to find a relevant candidate which matches the job criteria. Once relevant candidates are found, recruiter has to call candidates and verify details with candidates and also check the interest level of the candidates. Details like job description, location, compensation offered, roles and responsibilities have to discussed and similar information have to be put in the database. It is also considered as primary telephonic interview
4. Aptitude test:Once candidates are selected they have to appear for aptitude test online. Candidates are sent link and candidates who score above 70 out of 100 are only selected. Candidates who score in range of 60-70 requires a approval to process further
5. Screening:Once sourcing of candidates is done, interested and selected candidates are processed further to screening round. Resume of candidates are updated on ‘ICIMS’ and then co-ordinating with screener, candidates are
11
processed for screening round. In screening round a preliminary interview is taken.
6. Post -Screening round:Once screening of candidates is done. Candidates are processed further for further round of interviews. Depending on level of job, interview sessions are planned in particular. Higher the level in terms of job, the more rounds of interview and finally being recruited in the organisation. If particular ‘req’ is not filled recruitment process is to be repeated until job is filled.
12
Roles and Responsibilities performed:-
•
Making database of all
BPO(Business Process Outsourcing) employees
working in United Kingdom from monster UK ( job portal) • Sourcing of candidates from popular job portals of India for recruitment for multiple locations in India
•
Call the appropriate candidates and discussing the job opportunity and explain the responsibilities to be performed on the job with professional telephonic proficiency
•
Branding the company by discussing the details of the company and its current and future operations around the world and India
•
Gather their interest level of candidates for job opening. Also note down other important information. Like their current compensation, years of experience, current company, key responsibilities on the current or previous job, verify information as mentioned by the candidates thus conducting primary interview
•
Send mails to candidates as and when required with professional look on behalf of the company
• •
Follow up with candidates as when required Send daily reports to Reporting Manager and taking feedback of candidates forwarded by me to Hiring Manager of multiple locations
13
•
Upload candidate resume and their details on ‘icims’ (an internal MIS software)
•
Follow up with candidate and screener for suitable time for HR Screening round
•
•
Making soft copy of Joining Booklet for automation of process Soft copy shared for India operations
14
Skills refined
•
Acquired confidence level when talking to unknown but potential candidates for the company
• •
Gained professional telephonic proficiency Identifying and judging conversation true and honest candidates from telephonic
•
•
Identifying suitability on part of candidates as well as company Managing multiple tasks i.e. from sourcing people to scheduling interview to update on ‘ICIMS’
•
Working in team as well as taking individual responsibility Corporate behaviour and code of conduct Knowledge gained on various work functionalities in BPO industry
• •
15
Synopsis
Synopsis of recruitment done on various positions across locations in India for Sutherland Global Services in 2 weeks
Work/ Responsibility
Location
Level
Job Description Solving queries of
HR-HELP DESK EXECUTIVE RTM (Real Time Management)
Velachery, Chennai Airoli, Navi Mumbai
Executive
employees of the organisation on HR and other policies Scheduling and
Executive Executive
forecasting agents and make reports Making various reports for mangers and clients in excel and advanced excel Scheduling and
COPS- WFM (Centralised OperationsWorkforce Management) Velachery, Chennai
WFM
Velachery, Chennai
Executive
forecasting agents and make reports Making various
MIS
Thane
Executive
reports for mangers and clients in excel and advanced excel Manager of team of
TEAM LEADER
Malad, Mumbai
Managerial
agents for
16
international process Airoli, Navi TEAM LEADER Mumbai Managerial Manager of team of agents for international process Interface between clients and marketing and sales RELATIONSHIP MANAGER Malad, Mumbai Managerial department. Coordinate with various managers, attend meeting, interaction with clients
COMMUNICATION TRAINER
Cochin
Executive
Giving training to agent on voice and accent Task given by Head-
SOFT COPY- JOINING BOOKLET
N/A
N/A
Hr. (India Operations) Back support for automation process of joining formalities
17
doc_799318078.docx
proj is on my 2 months summers in sutherland, a bpo company
it has recruitment process of the company
only use for reference
EXECUTIVE SUMMARY
Today, in every organisation personnel planning as an activity is necessary. It is an important part of an organisation. Human Resource Planning is a vital ingredient for the success of the organisation in the long run especially with companies having Global presence. Integration within departments is very important so as to have effective manpower planning. There are certain ways that are to be followed by every organisation, which ensures that it has right number and kind of people, at the right place and right time, so that organisation can achieve its planned objective.
For every organisation it is important to have a right person on a right job. Recruitment process plays a vital role in this situation. Shortage of skills and the use of new technology are putting considerable pressure on how employers go about Recruiting staff for departments across geographies.
Recruitment and Selection are simultaneous process and are incomplete without each other. They are important components of the organisation and are different from each other. With reference to this context, this project is been prepared to put a light on Recruitment and Selection process at Sutherland Global Services.
1
Introduction
‘Right person for the right job’ is the basic principle in recruitment and selection. Ever organisation should give attention to the selection of its manpower, especially its managers. The operative manpower is equally important and essential for the orderly working of an enterprise. Every business organisation/unit needs manpower for carrying different business activities smoothly and efficiently and for this recruitment and selection of suitable candidates is essential. Recruitment deals with attracting job seekers into the company. Staffing function deals with allocating internal resources to various projects. Recruitment and selection are two of the most important functions of personnel management. Recruitment precedes selection and helps in selecting a right candidate. Every organisation needs to look after recruitment and selection in the initial period and thereafter as and when additional manpower is required due to expansion and development of business activities.
2
Meaning
Recruitment
According to EDWIN FLIPPO,”Recruitment is the process of searching for prospective employees and stimulating them to apply for jobs in the organization.” Recruitment means to estimate the available vacancies and to make suitable arrangements for their selection and appointment. Recruitment is understood as the process of searching for and obtaining applicants for the jobs, from among whom the right people can be selected. A formal definition states, “It is the process of finding and attracting capable applicants for the employment. The process begins when new recruits are sought and ends when their applicants are submitted. The result is a pool of applicants from which new employees are selected”. In this, the available vacancies are given wide publicity and suitable candidates are encouraged to submit applications so as to have a pool of eligible candidates for scientific selection. In recruitment, information is collected from interested candidates. For this different source such as job portals, newspaper advertisements, employment exchanges, internal promotion, etc. are used. A pool of eligible and interested candidates is created for selection of most suitable candidates. Recruitment represents the first contact that a company makes with potential employees. Recruitment is a positive function in which publicity is given to the jobs available in the organization and interested candidates are encouraged to submit applications for the purpose of selection. Recruitment represents the first contact that a company makes with potential employees. It is through recruitment that many individuals will come to know a company, and eventually decided whether they wish to work for it. A well-planned
3
and well-managed recruiting effort will result in high quality applicants, whereas, a haphazard and piecemeal efforts will result in mediocre ones.
4
Purpose and importance of Recruitment:
•
Determine the present and future requirements of the organization on conjunction with its personnel-planning and job analysis activities.
•
Increase the pool of job candidates at minimum cost.
•
Help increase the success rate of the selection process by reducing the number of visibly under qualified or overqualified job applicants.
•
Help reduce the probability that job applicants, once recruited and selected, will leave the organization only after a short period of time.
•
Meet the organization’s legal and social obligations regarding the composition of its work force.
•
Begin identifying and preparing potential job applicants who will be appropriate candidates.
•
Increase organizational and individual effectiveness in the short term and long term.
•
Evaluate the effectiveness of various recruiting techniques and sources for all types of job applicants.
5
Company Overview
About the Company:Sutherland Global Services is a multi-national technology-enabled BPO Services Company headed by Dilip R. Vellodi. It provides integrated Platform-based and Analytics enabled business-cycle support solutions for major Industry Verticals and global industry leaders. Having started operations in 1986 in Rochester, New York, Sutherland now employs over 33,000 professionals offering RightSourcing™, seamlessly blended services from its 33 delivery centres in Bulgaria, Canada, Colombia, Egypt, India, Mexico, Philippines, the United Arab Emirates, the United Kingdom, and the United States. By integrating highly trained people with state-of-the-art technology and proven business methodologies, Sutherland collaborates with clients to help them excel in their industry and maximize their customers’ lifetime value.
Mission:‘To help improve our clients’ efficiency and productivity while delivering measurable results.’
6
Business Locations:•
•
India United States Canada United Kingdom Mexico Colombia Bulgaria Egypt United Arab Emirates Philippines
• • • • • • • •
Facts about Sutherland Global Services:•
•
45% of revenues are from fortune companies 33000 employees across 33 locations spread in 10 countries More than 13 million customer transactions processed every month
7
•
•
40 million F&A transaction processed annually
Recent Achievements:-
•
Sutherland Global Services earns top 10 leadership position in Global Services 100
• • • • •
Sutherland Global Services features in top 30 global outsourcing firms Lenovo awards ‘Business Service Excellence’ to Sutherland Global Services Sutherland Global Services receives AT&T’s 2011 Supplier of the Year Award Sutherland Global Services awarded Outstanding Employer for 3rd time Sutherland Global Services wins BPO organization of the Year and the Operational Excellence and Quality award
Corporate Social Responsibility:-
•
Charitable Giving Our employees and company have a long standing history of generosity and support of our communities. To maximize our impact in supporting worthy local and global causes, Sutherland established a global Charitable Mission Statement in 2007.
8
•
Go Green:Sutherland Global Services recognizes its corporate responsibility towards preserving and protecting environmental resources and has implemented sustainable business practices that continue to have a positive impact on the environment.
•
Commitment to Delivery:We consider a diverse workforce a natural requirement to our continued success, and we have maintained a strong commitment to diversity since inception. The qualities we strive for within our own organization are the same qualities we look for in our suppliers – creativity and innovation. Sutherland has officially been recognized as a regional minority business enterprise in good standing with the Upstate New York Regional Minority Purchasing Council, Inc
9
Recruitment process at Sutherland Global Services
Recruitment at Sutherland Global Services is handled by team known as ‘Global Professional Recruitment Team’ operates from two locations i.e. Mumbai and Chennai. It is sole responsible for recruitment solutions across delivery centres for the company though it is not responsible for recruitment solutions for its clients which is again handled by other team
1. Requisition:Recruitment process at Sutherland Global Services works on software ‘ICIMS.’ It is integrated software, functional for all departments wherein all departments raise their requirement for manpower. It generates a ‘req’ which is made visible to recruitment team across geographies. ‘Req’ has to be filled with other details as in number of manpower required, desired joining date, job description, roles and responsibilities, compensation offered. Being a global company, details of job location was also as important. Recruitment team operates from two locations i.e. Mumbai and Chennai both in India. It handled recruitment for all 33 delivery centres across 10 countries and 5 continents.
2. Allocation:Once recruitment team receives requirement from various centres and departments, allocation is done i.e. job positions are allocated to members of the team as per its skills, knowledge, expertise and experience. Once allocation is done, then member goes through specific requirements and starts finding right candidate as per urgency
10
3. Sourcing/ Searching:Once requirements are allocated, members of GPR team source candidates from various job portals. Some of the most used job portals are ‘naukri’ and ‘monster’. Members have to put right keywords and other details as to find right candidate. Other details include experience, current compensation, company, sector, functional area, educational details, technical qualifications, current location or job location and other. It should have correct blend of criteria. Any error made in search criteria can show wrong result i.e. error in selecting right candidate. So searching through job portals, one need to be very correct and it can provide a lot of candidate database. After searching a pool of candidates, member of team needs to find a relevant candidate which matches the job criteria. Once relevant candidates are found, recruiter has to call candidates and verify details with candidates and also check the interest level of the candidates. Details like job description, location, compensation offered, roles and responsibilities have to discussed and similar information have to be put in the database. It is also considered as primary telephonic interview
4. Aptitude test:Once candidates are selected they have to appear for aptitude test online. Candidates are sent link and candidates who score above 70 out of 100 are only selected. Candidates who score in range of 60-70 requires a approval to process further
5. Screening:Once sourcing of candidates is done, interested and selected candidates are processed further to screening round. Resume of candidates are updated on ‘ICIMS’ and then co-ordinating with screener, candidates are
11
processed for screening round. In screening round a preliminary interview is taken.
6. Post -Screening round:Once screening of candidates is done. Candidates are processed further for further round of interviews. Depending on level of job, interview sessions are planned in particular. Higher the level in terms of job, the more rounds of interview and finally being recruited in the organisation. If particular ‘req’ is not filled recruitment process is to be repeated until job is filled.
12
Roles and Responsibilities performed:-
•
Making database of all
BPO(Business Process Outsourcing) employees
working in United Kingdom from monster UK ( job portal) • Sourcing of candidates from popular job portals of India for recruitment for multiple locations in India
•
Call the appropriate candidates and discussing the job opportunity and explain the responsibilities to be performed on the job with professional telephonic proficiency
•
Branding the company by discussing the details of the company and its current and future operations around the world and India
•
Gather their interest level of candidates for job opening. Also note down other important information. Like their current compensation, years of experience, current company, key responsibilities on the current or previous job, verify information as mentioned by the candidates thus conducting primary interview
•
Send mails to candidates as and when required with professional look on behalf of the company
• •
Follow up with candidates as when required Send daily reports to Reporting Manager and taking feedback of candidates forwarded by me to Hiring Manager of multiple locations
13
•
Upload candidate resume and their details on ‘icims’ (an internal MIS software)
•
Follow up with candidate and screener for suitable time for HR Screening round
•
•
Making soft copy of Joining Booklet for automation of process Soft copy shared for India operations
14
Skills refined
•
Acquired confidence level when talking to unknown but potential candidates for the company
• •
Gained professional telephonic proficiency Identifying and judging conversation true and honest candidates from telephonic
•
•
Identifying suitability on part of candidates as well as company Managing multiple tasks i.e. from sourcing people to scheduling interview to update on ‘ICIMS’
•
Working in team as well as taking individual responsibility Corporate behaviour and code of conduct Knowledge gained on various work functionalities in BPO industry
• •
15
Synopsis
Synopsis of recruitment done on various positions across locations in India for Sutherland Global Services in 2 weeks
Work/ Responsibility
Location
Level
Job Description Solving queries of
HR-HELP DESK EXECUTIVE RTM (Real Time Management)
Velachery, Chennai Airoli, Navi Mumbai
Executive
employees of the organisation on HR and other policies Scheduling and
Executive Executive
forecasting agents and make reports Making various reports for mangers and clients in excel and advanced excel Scheduling and
COPS- WFM (Centralised OperationsWorkforce Management) Velachery, Chennai
WFM
Velachery, Chennai
Executive
forecasting agents and make reports Making various
MIS
Thane
Executive
reports for mangers and clients in excel and advanced excel Manager of team of
TEAM LEADER
Malad, Mumbai
Managerial
agents for
16
international process Airoli, Navi TEAM LEADER Mumbai Managerial Manager of team of agents for international process Interface between clients and marketing and sales RELATIONSHIP MANAGER Malad, Mumbai Managerial department. Coordinate with various managers, attend meeting, interaction with clients
COMMUNICATION TRAINER
Cochin
Executive
Giving training to agent on voice and accent Task given by Head-
SOFT COPY- JOINING BOOKLET
N/A
N/A
Hr. (India Operations) Back support for automation process of joining formalities
17
doc_799318078.docx