Westpac case study. Randstad has had a long-term relationship with Westpac, one of the leading banking and financial institutions in Australia.
←
→
Page content transcription
If your browser does not render page correctly, please read the page content below
westpac case study.
Randstad has had a long-term relationship
with Westpac, one of the leading banking
and financial institutions in Australia.
Randstad has been one At the end of 2019 Westpac As a result of Randstad’s
of their key recruitment made the decision to track record in being able
suppliers for over 20 in-source (back from an to effectively deliver to
years, including volume outsourced provider) their programs of work in relation
recruitment of Call Centre front line Call Centre staff or to volume recruitment for
staff across Customer Care Banking Essentials Banker Call Centre staff at Westpac,
in the Consumer Bank roles for Customer Care in Randstad was approached
and also across Customer the Consumer Bank. This to tender.
Relations in BT within the was due to performance-
Business Division. related issues of the
outsourced provider.
human forward.westpac case study.
The brief was provided Given the tight timeframe Randstad submitted a
at the end of December Randstad quickly compiled formal proposal, outlining
2019 and entailed the a project plan to cover the the proposed national
in-sourcing back of 250 strategies around sourcing, project team, a sourcing
Call Centre roles, with screening and running strategy which included a
intakes to commence mid of Assessment Centres focus on digital marketing
February, split between ensuring the intake dates and social media focus,
sites in Sydney, Adelaide were met. We also took into bespoke assessment centre
and Melbourne, and to be account the fact that the methodology, reporting
ongoing until the quota was background check process, requirements and agreed
achieved. which would be managed timelines and deliverables.
by Westpac, can take up to
four weeks.
“Randstad’s delivery to this Banking Essentials Banker program has
been second to none! They’ve been great to deal with, professional
and easy to work with. I wouldn’t hesitate to be a referee for a new or
existing client who is looking to partner with Randstad across call
centre volume recruitment nationally. The relationship that has been
established with Randstad is what, as an organisation, we have been
looking for from the previous supplier for over two years and we’ve
been able to establish this with Randstad in less than six months.”
Barbara Sos, Talent Manager
Customer Care, Consumer Bank
Westpac
randstad.com.auwestpac case study.
solution Therefore the solution • A digital marketing
An initial workshop meeting included the following: and sourcing strategy
was established with • An established scalable that included social
the Talent Manager for account management media campaigns
Customer Care at Westpac team in each state utilising Facebook and
and the Talent Acquisition across Sydney, Adelaide, Instagram for targeted
Manager for Consumer Bank Melbourne and Perth, response from a specific
to discuss the objectives that could be dialed up or demographic related to
of this program of work. down depending on the entry level banking call
This included timelines demands of the program, centre roles.
and deliverables, role which included: • Efficient screening
types to be recruited, process using ModernHire
» Sourcing and Candidate
locations, confirmation of (previously Montage) via
Care Specialists
key stakeholders involved video interviewing.
responsible for
nationally and expectations
executing the sourcing • Bespoke assessment
around relationship
strategies and managing centre methodology,
management.
the candidate care designed for Westpac
Key considerations to factor component – pre and that included the trial
into the solution included: post placement. of the multiple mini
• The short turnaround and » Assessment Centre interview concept (MMIs),
the need for an efficient Delivery Team, that allowed for a more
process. including Facilitator and thorough assessment
Assessors. of competencies by all
• Innovative sourcing Assessors with less bias
strategies to capture • A National Assessment and a better experience
customer-focused and Centre Practice Lead for both candidates and
high quality candidates. to oversee consistency Westpac Assessors /
• A refreshed assessment in methodology and Hiring Managers.
component that provided delivery from a national
perspective and provide • Development of
more accurate outcomes. virtual assessment
training and leadership
• A better candidate and where required. centres utilising video
client experience. conferencing tools to
• A National Account streamline processes
• An account management Director to facilitate
structure with clearly further, and allow for
weekly status meetings working remotely due to
defined accountabilities. and action items at a COVID-19.
national level.
• A National Account
Director to facilitate
weekly stakeholder
meetings to discuss
campaign status updates
and action items
nationally.
randstad.com.auwestpac case study.
challenges result • Experienced account
The main challenge faced Randstad was able to management teams in
was that the volumes to meet all requirements of each state working on
be recruited changed to this program of work and this program who were
be more heavily based appoint the required number already familiar with
in Adelaide. As such, the of front line Call Centre recruiting for Westpac
Adelaide-based team was Banking Essentials Banker within Customer Care.
scaled-up to manage the roles within the months • The strong and
increased demands and of February to April 2020 committed leadership
to meet the requirements allowing Westpac to achieve within the account
for facilitating assessment its deliverables. management teams
centres. We were able to rely Due to the success of the nationally ensured the
on other states to assist with program, Randstad was teams met deliverables
sourcing and screening and engaged to recruit a further and expectations of
the National Assessment 150 of these roles nationally Westpac.
Centre Practice Lead was on an exclusive basis from • Social media campaigns
able to step in to assist with May to July 2020, which using Facebook and
additional training, coaching included a new site in Perth. Instagram helped to
and leadership. In addition, Randstad was harness additional
In addition to this, COVID-19 engaged across the BT candidates early in
impacted the delivery business at Westpac within the new year of 2020
during this period and Client Relations for several (generally a difficult time
virtual assessment centres exclusive engagements of year to attract talent).
had to be implemented of up to 50 Call Centre
• Assessment Centre
to cater for candidates roles at a time covering
Delivery Teams and
not being able to attend Superannuation, Wrap and
Sourcing / Candidate
face-to-face assessments, Insurance.
Care Specialists who
and also Westpac and our Key to the success of the ensured sourcing for
project team having to work program was: upcoming intakes for the
remotely. This required the
• Relationship management Assessment Centres still
complete reshaping and
and staying in close took place.
design of the delivery to
allow this to be run virtually contact to the main
via a video conferencing stakeholders at Westpac.
platform. • Conducting weekly status
meetings to ensure key
milestones were kept
on track and any issues
addressed.
randstad.com.auwestpac case study.
key metrics included
service level definition calculation target actual
Diversity Measures the By vendor through 50% Achieved
– Gender number of post campaign representation
Metrics candidates hired for metrics and of male/
each gender monthly reporting females
Diversity Measures the By vendor through 20% Achieved
number of post campaign Mature age
candidates hired metrics and candidates
across age groups monthly reporting hired
Hit Rate – Measures the By vendor through 2:01 62%
Interview/AC number of post campaign
to Hire candidates put metrics and
through interviews monthly reporting
or AC versus
the number of
candidates hired
Time to Hire Measures the By vendor throughYou can also read
