CLIENT SERVICING IN RPO

Knowledge Management Project

Submitted To: Prof. Supratik Ghatak

Submitted By: Jyoti Mangaraj

E 26

About the Company

It is into IT recruiting, staffing, consulting and business services.

Headquartered in USA Is a service provider for many companies in Fortune

500 Started as an IT service provider, took over many

companies for SAP service and strategic consulting Has 12000+ Employees Has 40+ officers worlwide It follows client centric model It’s a certified Minority Business Enterprise (MBE) Largest minority owned IT firm

Major Businesses

The company is majorly into Staffing ServicesIT Services

CMMI Level 5 OrganisationHR and IT – ISO 27001*Knowledge Process in Staffing

Services will be analysed

As a Staffing Partner

Staffing Services

IT staff Augmentati

on

Master Vendor Progra

m

Professional

Placements

Permanent

Placement

Services

Follows the CLASS model – Competency Leveraged Advances Staffing & Solutions

IT StaffingIT Staffing has a client centric model where a dedicated team

looks after a particular client onlyHigh Turnaround time is managed through great database and

incentivizing employees to fetch moreCounseling and consulting of the job seekers ensures high

candidate retentionSupplies Domain and Skill Specific candidates

Master Vendor ServiceSingle point of contact for vendorsPayroll Management of contract employeesAdministrative work handledAnalytics enables better decision making and helps increasing

efficiency and profitabilityDashboards and platforms to manage vendors and sub vendors

Permanent Placement Services It provides a ‘Temp to Hire policy’ – try before you policy

to its clientsIt believes in extensive communication between client

and candidateA consultant model is followed instead of recruiter model

Developed Competency Units – specialised units that provide services to a particular industry only

For Example – For BFSI – a team of financial service practitioners is there

It has Domain and location specific recruiters

Process Steps

RecruitmentDone through database, BOTS, other sources

Qualify Special Candidate Screening Cell, System Based scoring

technique, Video Candidate Verification, Matching competency for ‘Right Fit Candidates’

Selection process is automated that ensures quality Hire

Standardized hiring process, Automated paper work and onboarding process (automatic checklist)

RetainConsultation, Trouble Ticketing (assistance to client –

24*7) Manage

Through dashboards,analytics reports by business analyst, audit, client hotline – 24*7

Once any client requirement is there it is forwarded to Competency Unit It is matched with the Database, BOTS and requirement is uploaded on the

website and social networking site. Once a set of potential candidates are found they are screened through a 4

step screening process which is majorly automated Applicant Tracker then helps in coordinating between the client &

candidate for interviews After finalisation, the onboarding process is supported by automated

tracking system Portals for client, vendors, candidates help in effective information sharing Other tools such as calculator & Dashboards help in effective data analysis

and presentation Backend analytical tools with the support of Analytics team help in

disseminating useful information from data & thereby facilitate intelligent client servicing

Robust IT support along with effective policy helped this company create a benchmark in the RPO industry

IT system provides – Calculators – for currency and compensation

calculation – which enables speedy calculation while conversation with client and candidate- saves cost and shows awareness and efficiency

Dashboards- Providing a first hand information about the present status of work

Matching BOTS – Any new requirement is checked with the available profiles in the system – it saves time and cost

Training CBTs – Training to the employees to increase their sector knowledge is provided that enable s them to fulfill client requirement in a better manner

Recruitment Portal Applicant Tracking –

It is a job portal for candidates, it invites application from candidates- this helps in reducing cost, while supplies candidate resume to the recruiter in a codified way

It is a cloud based recruitment systemIt manages the applications, recruitment team, interviewers,

helps in scheduling interviews, posts job openings on social media, conducts tests, provides analysis of the process

Partner Portal – Gives a clear insight to clients about the process – helps in maintaining a transparent process

Workflow – Gives a clear idea about the systematic process

Automated Timecard Verification Analytics support Database Support

Quality Developed AQS – Adaptive Quality System – standardization

of hiring process Proactive sourcing facilitated by extensive database Compensation analysis and rate benchmarking to provide

cost effective services Great work culture and compensation system – focus on

employee retention so that greater client and company relation is maintained

Extensive training Audit compliance system which removed manual

intervention in on boarding and off boarding process Customized & Integrated IT System 4 Step Screening process 100% SLA compliance – the process followed are very much

standardized with the help of portals, dashboards, training Dedicated Audit & Compliance Team

Methodologies Tower based recruiting model Tools and Accelerators that drive

efficiencies – databases, dashboards (helps in segregating and timely delivery)

High Touch Employee Relations – to help create a more satisfied employees that is reflected in client servicing

IT Support

Master Data Management CRM Solutions Robust IT architecture Independent Testing Process Optimization Global Delivery & Collaborative

Models Collabera Labs

IT Framework

Architecture Assesment Momentum SOA Assesment Mobility Platform aJuvenate CoreDais Mobile Testing Test Automation Reduced 50% reduction in cost by enabling tool

based migration System Based Regression Testing and Analysis helps

to generate reports that are data backed

IT Services

Consulting Development Integration Testing Support Services

Effective knowledge harvesting through DBMS

Business as Usual Model – Standardization of process

Process Followed for Project Handling-

Scan Evaluate

Incubate Deploy

Outcomes

Information/ Data is shared and saved through database Effective use of security system is used to save the data Good HR policies and Management policies help in creating

a good employee relation this further help in efficient knowledge transfer

Effective use of analytics – regression analysis helps in creating good reports which facilitates data driven decision making

Use of Dashboards help in effective presentation of information for use

Use of training modules helps in effective use of prior information

Standardization of process helps in creating a transparent and client friendly model