3 steps to re-raising for lcs

CLO Summit Output

Tier 1

The Problem : Gap in Need Assessment

Lack of understanding of our customer needs.

Inaccurate Profile Selection for our

Customers

Customer Dissatisfaction

leading to Clients dropping out

Process : Better Profile Selection

By asking our customers the

right questions in the JQ (Job Role, Skills required )

we will be able to provide better job

profiles and re-raise them in the

future

Understanding the needs of our customers help us match their requirements faster and meet their expectations

Understanding the future talent needs of our customer we can improve re-raising

Results:1. Matching Faster 2. Match More3. No client drop-outs4. Satisfied Customers

Using the New Global Talent Profile during Sales Meetings and Re-Raising Meetings will help us select Accurate Profiles for our Customers and

meet their Talent Expectations.

Profile Selection

Challenges with current JQ Solution

JQ has Unclear Job Roles Introduction of Minor and Major Job Roles and Goals for the internship will help Interns prepare for the internship and

result in clear expectation setting.

The length of the Job Questionnaire / Profile Selection

Tool

The new JQ is only 4 pages long including cover page and the contract.

JQ Unaligned to Sub-Products Customers see skills and backgrounds specific to different sub products

JQ Unaligned to Demand and Supply

Entities can customize JQ according to global supply and partnerships for specific Sub-Products

JQ Limited to current HR Needs Asks about customers’ long-term HR needs / Recruitment patterns to help Re-Raising in the future

The all new Job Questionnaire

The Solution : New Job Questionnaire

1. Use the New Job Questionnaire at all your Sales and Re-Raising Meetings.

2. Customize the JQ according to Demand and Supply and Sub-Products your entity works with.

3. Follow the JQ guideline ( A guideline document that describes the flow of a JQ Meeting) document to know how to fill and follow-up on the same effectively.

Link for the Global Talent Profile Guideline Document :-

http://www.myaiesec.net/content/viewfile.do?contentid=10284569

Things to keep in mind while filling the JQ

Introduction Make sure to follow-up on the company’s Mission, Vision and Values.

Explain AIESEC’s Mission and Vision to the company and the Why of GIP?

Position Info Be as specific as possible and make sure the organization answers the purpose of the internship.

Make sure to define the Key Deliverables of the intern and translate the same in selecting intern profiles

Sub-Product Information

Edit the JQ based on the sub-product / Field of work the customer chooses.

Align the skills , backgrounds and supply according to the same.

Future with AIESEC

Inquire about Customer’s future needs and projects that could require Global Talent

Profile Selection – LC Implementation

iGIP Go through the new JQ and understand usage of the same

Educate the GIP Peeps on how to use the new JQ Effectively and run JQ meetings successfully.

Use the new JQ to understand the needs of the company and align them in your processes.

oGIP Educate your EPs on the new features like qualities expected from the intern, the purpose of the internship and results expected from the intern.

Highlight the importance of the personal qualities as one of the selection criteria for TN takers

Problem Description

Companies dont get enough

qualified CVs and proccess

is long

Selection Process

Improvement

Companies are matched

with right EPs faster and easier

Selection Process Improvement

6 weeks matching

plan

Training members to search for candidates

and shortlist better

6 Week Matching

Plan

Step 7 : Match

Step 6 : -Company interview

Step 5 : Short-list candidates

Step 4 : AIESEC interview

Step 3 : EP Screening

Step 2 : TN Global promotion

Step 1 : Signing the contract Understanding the company needs

Timeline that Company sees

Step 7 : Match

Step 6: Company Interview

Step 4: Candidate Short-listing by AIESEC

Step 3: Global promotion for the opportunity

Step 2: Trainee Profiling & definition of job description

Step 1: Signing contract

Day 1

Behind The Scenes Together With the Company

Assess whether the company wants AIESEC to make a pre-

selection of 3-5 CVs or provide many a large shortlist of 10-15

CVs

Communicate the expected visa timeline based on country

preferences

Agree on the channel of communication

Set dates for all meetings and steps leading to match

Communicate the expectations

STEP 1: Signing the contract & Understanding the Company Needs

Day 1


Step 1: Signing the contract & Understanding the Company Needs

Understand the global Supply

Understand the company’s need in terms

of sub-products

Determine the best time company need to pay base on cash flow (Negotiation

bottom-line)

Separate responsibility, what is the responsibility

TN need to fulfill

Confirm the EP profiling by showing the company

example CV

Set expectations for the company based on global

supply

Day 2- Day 14


STEP 2: TN Global Promotion

Meanwhile contact available EP using OP and my@ and contact EPs

that previously applied to your entity

Contact target countries

Create promotion material

Make TN form in [email protected] available

mailto:[email protected]

Day 15 – Day 18

Behind The ScenesTogether With the Company

STEP 3: EP Screening

Go to Interview Process

Approve/Reject candidates

Analyze all the CVs and select the candidates according to criteria most important to the company

(communicated in JQ)

Collect all the CVs (If we don’t have enough qualified CV, make sure to

finish according to timeline)

Day 19- Day 25


STEP 4: AIESEC Interview for Shortlisting

Send the CV package to Company (Minimum 3 in one package, number

can be variable depending on the company )

Reject/Approve Candidates

Make candidate reports

Interview

Get prepared for interview according to the company's needs

Arrange the interview with candidate

Day 26 – Day 28

Behind The ScenesTogether With the

Company

STEP 5: Shortlist Candidates

Reject the EP who didn’t pass @ interview and

company short-list

Emphasis on timeline again, and ask result from

company within 3 days

Highlight the candidates who we recommend again

Share shortlist with company

Check whether the candidates align

with other company’s need

Update EP about the process and the timeline (You will

get feedback from company within 3

days)

Day 29 - Day 42


STEP 6: Company interview

Get TN AN & Invitation Letter

Ask for interview result after interview

Remind both company and intern one hour before

interview’s time

Help company prepare ideal interview

Check with the company if they need support for the

interview

Ask the company availability and schedule interview time

slot

Communicate the interview result to

candidate

Remind company and intern one hour before

interview’s time

Send company induction materials to

candidates to help them

Communicate the interview time with

candidates ( bookme.com)

Get EP AN

How to track new process ?

Contract Sign Date

Step1(Day1)

Step2(Day 2-

14)

Step3(Day 15-

18)

Step4(Day19-

25)

Step5(Day26-

28)

Step6(Day29-

42) Step7

TN: example,If you are

in 22nd Novembe

r:

1st November 2013

done Not done Not done X (meaning we should be here according to timeline, but LCs didn’t do previous steps !)

TN2

TN3

Solution 1 – LC Implementation

iGIPAllocate one account manager to every account

Get bookme accounts to schedule all the interviews between company and EP

TMAnalyze the new selection process and allocate HR

Train members to improve their interview skills

Account Management

• one contact responsible for the account• company gets the information they need• easy to reach AIESEC• AIESEC provides proactive and fast-responding

service

For customer Better quality in customer service:

Account Management

One person is responsible for every account, standardized process and timeline of servicing, clear account transition scheme.

Structure adaptation to have ONE account

responsible

Implementation of account management

flow

Account management education and customer loyalty behavior drive

Sol

utio

ns

Kic

k-O

ffCheck

-Ins

Sele

ctio

n

Meeti

ng

Pre

para

tion

Fir

st D

ay a

t

Work

Check

-Ins

Fill th

e

Feedback

Surv

ey

Inte

rnsh

ip

evalu

ati

on

meeti

ng

Physical Meeting

Virtual Interactions (Fast calls, mails)

RE RAISING

Legend:

ACCOUNT MANAGEMENT CUSTOMER FLOW

RE

RA

ISIN

G

Year

Revie

w

Transi

tion

meeti

ng

Quart

erl

y

Revie

w

For every account you must have the following meetings:

JOB DESCRIPTION – ACCOUNT MANAGER

Look over the intern results for companyEvaluate the intern developmentEvaluate relationship between AIESEC-companySet future learning points for better experienceEvaluate the survey response

Description:

TMP - 6 monthsAverage 5 hours per account/week

# Re-Raised Accounts # Upscaled Accounts

Calls logged on CRM with account# Quarterly Reports logged on CRM with the customer

ROLE:

Measure of Sucess:

KPIs:


5. Ensure frequent communication with all accounts: - Regular meetings and check-ins with the company - Constantly ensure clarity of the partnership agreement on the JQ- Guiding the customer through the legal & selection process

6. Maintain communication with TN Taker, and answer requests within MAX. 48 hours.

7. Prepare an “Internship Closing Report” in the week after the internship to outline success & learning points—send to LCVP iGIP and upload to the CRM.

Responsibilities:

1. Track history of each account, transition knowledge and relationship to successor, including meeting to transition account

2. Track every customer interaction with the CRM

3. Set detailed timeline for each account in coordination with the LCVP iGIP.

4. Understand customers’ values, purpose, and connection to AIESEC

Responsibilities:


The Account Manager is responsible for the Matching process as well

In cases with an account with 10+ Internships Realized per Year the Account manager should be a 1 Year Role and outsource the matching process

Educate the Account Manager in Matching process, customer service and sales in that order.

Important Information:


Your company contact is a human being and the personal relationship is root of success in account management

Think how you would like to be treated if you were the customer on every task you do

Tips:

Understand about the Company vision, values and purpose

The company contact is a source of business knowledge and every meeting is an valuable opportunity for learning business

Develop professionalism in the communication

Benefits:

KICK OFF MEETING

Company contact, Sales Member & Account Manager

Introduce Account Manager as the main AIESEC contact

Fill out and sign Job Questionnaire – New!

Align customer needs with our supply (for matching)

Present sample CVs Ask how many interns the company

wants & based on that how many candidates they want shortlisted

Set clear expectations with company Set expectations about Visa, the

duration of the process and how the company can help to make the process as fast as possible

Agree on a day-to-day timeline for the selection

Agree for next meeting/contact point

DELIVERABLES:PARTICIPANTS:

CHECK IN ( during Selection Process)

By phone/email with company contact & Account Manager

IMPORTANT:• Must be customized

according to timeline• Suggested when:

• Sending shortlisted candidates

• Receiving feedback for shortlist

Have JQ available for clarifications and review of agreementProcess overview (interview phase, hometask)Guidance on legal processes for prospective countriesSchedule next meeting or call


IMPORTANT:

SELECTION MEETING

Company contact & Account Manager

Call or mail the company to remind then to sign the documents

Collect the Acceptance Note previously signed

Ensure that any documents necessary for the Intern’s Visa will be properly signed

Review with the company the next procedures

Align next steps about Visa and Flight Ticket


IMPORTANT:

PREPARATION

Intern’s supervisor &

Account Manager / Reception Manager

1-2 weeks before realization (meeting or call)

Go over introduction procedure before trainee’s arrival

Schedule first day and induction at the company

Expectation setting about cultural differences

Give information what AIESEC is providing for traineeClarify exact time of trainee’s arrivalIf needed: Provide visa and legality information once again


IMPORTANT:

FIRST DAY AT WORK

Intern’s supervisor & Account Manager / Reception Manager

Set expectations towards each other

Clarify responsibilities between AIESEC, trainee & the company

Ensure the conditions are fulfilled

Clarify next steps between AIESEC & Intern and AIESEC & company


CHECK IN ( during the internship)

By phone with intern’s supervisor & Account Manager

• The check in with the intern must happen in the same frequency

Check the expectations about:

How is the intern doing?

How is he or she performing (so far)?

Have there been any issues?

What are the next steps in the processSchedule next meetings


IMPORTANT:

QUARTERLY REVIEWS – STANDARD

Intern’s supervisor, HR responsible

•This is the right moment for the account transition to the new account manager

AIESEC reports on the last 3 months

Activities between AIESEC and intern

EP LEADCompany reports on

AIESEC Internship (evaluation)

Ask for feedback / evaluation of the partnership so farAsk for potential current or future company needsAsk for referrals / endorsementsReview JQ


IMPORTANT:

QUARTERLY REVIEWS – ACCOUNT TRANSITION

Intern’s supervisor, HR responsible and New Account Manager

•This should be aligned during all the internship process that the Account manager will change after every 6 months in the quarterly reviews

Present the New Account Manager Provide the contacts (phone and

mail)Align check-in points and

meetingsAIESEC reports on the last 3 months

Activities between AIESEC and intern

EP LEADCompany reports on

AIESEC Internship (evaluation)

Ask for feedback / evaluation of the partnership so farAsk for potential current or future company needsAsk for referrals / endorsementsReview JQ


IMPORTANT:

QUARTERLY REVIEWS – ANNUAL REVIEW

Intern’s supervisor, HR responsible and/or CEO (if possible), Account Manager & newly elected VP

•Explain the role of the LCVP iGIP for the company and give the company the contact of LCVP iGIP

Ask for feedback / evaluation of the partnership so far including large scale improvementsAsk for potential current or future company needsAsk for planned projects where AIESEC can provide HR in the next 1 or 2 yearsAsk for referrals / endorsementsReview and potentially revise current JQPresent upcoming opportunities


IMPORTANT:

Fill the Feedback Survey

By mail and phone with intern’s supervisor & Account Manager

Explain the purpose and relevance of the surveyClarify any possible doubts about filling the SurveyRemember the company about it every 3 days


INTERNSHIP EVALUATION MEETING

Intern’s supervisor, Account manager, CEO or HR responsible

•1-2 week before intern leaves

Look over the intern results for companyEvaluate the intern developmentEvaluate relationship between AIESEC-companySet future learning points for better experienceEvaluate the survey response


IMPORTANT:

Account Management– LC Implementation

iGIP1. Account Managers allocation to each Company

2. Make a ReRaising plan for every account for the next year following the customer servicing flow

4. Deliver education about Account Management + Customer servicing flow

5. Meet every Account before New Year with for ReRaising following customer servicing flow

6. Set ReRa as MoS of Account Management performance

TM1. Change team structures for effective Account Management

Overall Timeline

Education about

account management

and JQ

Introduce, adapt,

translate new JQ

Allocate one account

manager to every

account

New Years Campaign to

meet respective

accounts and plan 2014

Create Selection Process

Tracking Tool

Train your members to

slect candidates

and implement

slection timeline

Track your members selection

process and deliver the

GIP for customers!

3 steps to re-raising for lcs

Business