human resources from a corporate perspective - …...2017/08/05 · talent life cycle lead. drive....
TRANSCRIPT
Human Resources from a Corporate Perspective
Marie Artim Vice President, Talent Acquisition
More Than Car Rental
LEAD. DRIVE. GROW.
LEAD. DRIVE. GROW.
Canada Proud Locations: 750 – including 70 airports Fleet: 98,000+ vehicles Employees: 5,400 + locally hired Economic Impact: $4.1 billion Exceed $2.3 billion in vehicle purchases in local
market More than $3.4 million donated to Canadian
charities
LEAD. DRIVE. GROW.
Mission Statement
To be the best transportation service provider in the world. To exceed our customers’
expectations for service, quality and value. To provide our employees with a
great place to work. To serve our communities as a
committed corporate citizen.
Business Culture & Philosophy
LEAD. DRIVE. GROW.
“Take care of your customers and employees first…
And profits are sure to follow.”
- Jack Taylor, Founder
LEAD. DRIVE. GROW.
We’re in the People Business
Recruiting & Selecting: impact culture first
The Learning Path: skills, recognition, measuring,
mentoring & expectations
Management: balance, matrix
Development: local, national
LEAD. DRIVE. GROW.
Talent Life Cycle
LEAD. DRIVE. GROW.
Canadian Unemployment
Lowest Point in 5 Years
LEAD. DRIVE. GROW.
Aging workforce = shortage of skilled labor Education system deficiencies More people leaving the workforce than entering it 59% of workforce are hourly workers Free-agent mentality Socially acceptable to change jobs
• Monster study shows 70% of workforce is willing to change jobs
Workforce Trends
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GENERATIONAL CHANGE IN WORKFORCE
0 13 25 38 50 63
2005
2010
2015
2020
Gen ZGen YGen XBoomers
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How the company has had to change in the past
The important people in the company who feel this change is needed
Company’s longevity has come from ability to change
Each time we’ve been forced through change we’ve gotten better.
Baby Boomers – what they want
LEAD. DRIVE. GROW.
How the change will impact you How things will get better Your ability to change will make you
stand out And be more successful down the
road And distinguish you
Gen X – what they want
Better place Collaboration Flexibility
2014 Intelligence Group Study
Millennials – WHAT THEY WANT
LEAD. DRIVE. GROW.
What's Next?
GEN Z
EARLY RESEARCH SHOWS:
More competitive Hard working and money motivated
Looking for personalized work experience
Born 1995-2010
60 million
1st true digital natives
LEAD. DRIVE. GROW.
Attributes of our Culture
LEAD. DRIVE. GROW.
LEAD. DRIVE. GROW.
What We “Sell” – Management Trainee
Opportunity • Career advancement is quick and personal • Skill development (training) occurs
regularly
Culture • Fun and friendly – teamwork rules • Open and transparent • Support from peers
NOT cars, car rental, keys, driving, etc….
LEAD. DRIVE. GROW.
What we look for - Rental Sales Agent
Empathy/Customer Service Resilience Communication Competiveness Persuasiveness
LEAD. DRIVE. GROW.
Collision Industry Jobs
Resources
LEAD. DRIVE. GROW.
LEAD. DRIVE. GROW.
Talent Life Cycle
LEAD. DRIVE. GROW.
Coaching Mentoring New Assignments Job Rotations Feedback, Feedback, Feedback
Skill Development
LEAD. DRIVE. GROW.
Coaching Manager is key Learn by immersion
• Performance Checklists / Roadmaps • PDMs / 1 on 1s / Performance reviews • Career conversations
Managers are evaluated on how they develop their people
LEAD. DRIVE. GROW.
Mentoring
Formal • Less than 10% of workforce • Vendor supported • Monthly touch points and goals • Quarterly debriefs • 1 year program (that may continue)
Informal – Support Network • Encouraged for all employees • Discussed in all training/touchpoints • Asked about on Employee Opinion/Engagement Survey
LEAD. DRIVE. GROW.
The Real Training Objective … (is not training, it’s)
Employee Performance
LEAD. DRIVE. GROW.
Measure and Motivate Friendly competition Matrix of multiple performance measures Transparency to the process Bottom-line focus Business impact
2
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The Balance
Customer satisfaction
Employee development
Growth
Bottom line
…In the context of our Founding Values
SQi Service
Quality
index
Just measuring is not enough
SQi
= Promotability
= Recognition
= Culture
LEAD. DRIVE. GROW.
J.D. Power Results
1. Enterprise 2. Hertz 3. National 4. Avis 5. Thrifty 6. Budget 7. Alamo 8. Dollar
1. Enterprise 2. National 3. Alamo 4. Hertz 5. Avis 6. Budget 7. Dollar 8. Thrifty
2017 2007 North American Rental Car Satisfaction Study
31
Remain relevant to your audience Culture and people
development Structure and support Consistent execution All with continued flexibility and adaptability to GO the distance!
How do you deliver?
