Glory (USA) The Employment Lifecycle

Team Leader Training

November 2010

The Hiring Process

Onboarding

The Open Position

At the close of this session, you will be able to:• Determine your responsibilities depending on why

the position is open• Understand HR’s recruiting methodology• Interview effectively and avoid legal landmines• Explain the difference between traditional

“orientation” and a true onboarding process• Assume a leadership role in the process• Provide new hires with the appropriate information

to smooth the transition• Lay the groundwork for a quality work relationship

Objectives

Why This Training is Important

• Filling the job correctly the first time minimizes stress, workload, and cost

• Inaccurate or inappropriate documentation or interview questions may violate laws and open Glory up to legal action

Laws That Affect EmploymentSome (not all) of the laws that affect hiring and firing processes include:

• Title VII of the Civil Rights Act of 1964– Prohibits discrimination based on sex, race, color, national origin, or

religion– Additional court cases and state laws further define “protected

classes”• Age Discrimination in Employment Act (ADEA)• Americans with Disabilities Act (ADA)• Immigration Reform and Control Act (IRCA)• Uniformed Services Employment and Reemployment Rights

Act (USERRA)

The Open Position

If an employee resigns, your responsibilities are:

• Obtain a signed and dated letter of resignation from employee including last day of employment

• Forward to Payroll for calculation of final pay• Team Leader is responsible for collection of all Glory

property prior to last day• Obtain and approve final Expense Report• Prepare Requisition to replace if appropriate and

forward to HR

The Open Position (continued)If an employee is being terminated, your responsibilities are:

• The Team Leader and Manager must discuss with HR/Legal before any action is taken

• If circumstances permit termination, the Team Leader and HR will agree on a termination date

• HR will prepare a termination letter and final paycheck and forward to the Team Leader for presentation to employee

• The Team Leader is responsible for collecting or making arrangements to collect Glory property on the last day of employment

• The Team Leader is to obtain final Expense Report and process for payment

• The Team Leader is to prepare Requisition to replace as necessary and forward to HR

Requisition for New Employment

• The Requisition for New Employment Form is required for all open positions– If a replacement (employee resigned, terminated

or transferred), indicate the previous employee’s name and complete the form

– If a new position, a job description should be attached

• The form should be signed by the Manager and sent to HR for processing

The Recruiting Process

After all parties approve and sign the Requisition, HR begins the recruiting process

• CareerBuilder “big board”• Local schools• Network / resume “bench”• Third party agencies discouraged• You should advise HR of avenues you would

suggest pursuing!

The Resume Screening Process

As resumes come to your attention, you can screen applicants by:

• Checking if minimal years of experience and/or education met

• Raising “red flags”– Evidence of job hopping (many jobs in short period of

time)– Cover letter / resume stating an unprofessional reason for

leaving current or last job– Multiple spelling or other errors– Overall appearance of the resume

The Application Form• A shortlist of applicants should be selected to come

and interview– Phone interview may be conducted as a first level if you

wish or if the technicians are remote– You may consider sending the application as an

attachment for the person to complete and bring to the face-to-face interview

• All interviewed applicants must complete an application– Declares Glory’s “at will” employment relationship– Authorizes Glory to conduct background checks and

releases from liability– Notifies that we will terminate for false or misleading

information

Reviewing the Application

Beyond legal protection, the Application also provides you more information:– Can compare to Resume for inconsistencies– Examine reason listed for leaving last job– Provides you salary information, which you should

check and compare to our opening• Overtime?• On Call Pay?• Commissions?• Bonuses?• Auto Allowance?

The Interview

Thinking about the list of laws previously mentioned, how would you reword these questions (if at all)?– When did you graduate?– When do you plan on retiring?– I see you’re on crutches? Is that permanent?– Have you ever filed a worker’s comp claim?– Do you have a history of drug or alcohol abuse?

The Interview (continued)

More questions:– What outside activities are you involved in?– What clubs, if any, were you part of in school?– Are you married?– When do you plan on starting a family?– Will your wife and kids be OK with the travel you have to

do in this job?– That’s an interesting accent. Where are you from?– Your resume says you speak Tagalog. Is that your first

language?– Are you a US citizen?

Interview Questions• As a general rule, if the question is not job-specific, do not ask• Have a preset list of questions, but deviate for candidate-

specific follow-up (“drill down”)• Mix classic interview questions with behavioral interview

questions for the best result:– Classic:

• What are your strengths? • Tell me about your previous repair work.

– Behavioral: • Tell me about a time you went above and beyond in the name of

customer service. • What is the difficult part of being a member, not leader, of a team? How

did your handle this?• What kinds of data and technical information do you review?

The Hiring Process• Team Leader and Hiring Manager select several candidates to

be interviewed from the total number of resumes received.• Team Leader conducts interviews and selects two or three

candidates to be elevated for Hiring Manager to interview. • Final results are to be discussed with HR in preparation of

making an offer. Provide Application, Resume and any relative notes on candidates to HR prior to discussion.

• Hiring Manager and HR will agree on candidate and the offer to be extended.

• Hiring Manager will call candidate and present offer verbally.• If accepted, HR to be advised to send offer letter and New Hire

package• Although candidate may start employment prior to receipt of the

results of a background check, continuing employment is contingent upon Glory’s acceptance of those results.

Hiring Summary

• All open positions must be approved with the Requisition for New Employment

• HR will post the position– Review resume and application for detail– Interview based on preset questions and drill

down on individual experience– Interview within the confines of the law

• The Manager will extend a verbal offer, followed by HR’s written offer

The Importance of Onboarding• Tenure – 80% of new hires decide to stay with a

company within the first six months• Productivity – 45 day average until employee is

productive• Engagement Levels – Only approximately 25% to

55% of employees are engaged • Management Focus – 20% of a manager’s time is

spent on poor performers• Performance Expectations –

Less than 50% of employees know what is expected of them at work

Traditional Onboarding Definedand Redefined

• Traditionally companies have focused their orientation programs on new hire logistics

• OnboardingOnboarding is the process of orientation and training of new employees

• Strategic OnboardingStrategic Onboarding manages the knowledge transfer within an organization and serves as the starting point for a company’s retention and development efforts

Traditional Orientations

What is Onboarding?• It’s not just a checklist• It’s not just new hire orientation (and then leave the

new hire to navigate his/her way)• It’s not just lunch with the Team Lead on the first day

It is a guided process which effectively delivers to the prospective employee, their manager and the HR/Payroll function the necessary information, tasks and acknowledgements required to ensure a productive day one start with continued momentum during the critical period.

Strategic Onboarding Process

Steps & Benefits – Before Day 1

• By explaining the Glory culture, model, and how we are a brand of choice…

• By ensuring HR was notified and the employee has all new hire paperwork delivered in time to be completed before Day 1…

• By accurately outlining the job and performance expectations…

• You create a positive first impression and increase engagement to employees in the field (little interaction)

• You increase Day 1 productivity, reduce paper and administrative time, and ensure quick, accurate information on topics that matter to the employee

• You ensure a better fit to Glory and decrease performance headaches later

The Orientation Piece – Day 1

• Issue keys, tools, equipment • Describe the job again• Communicate expectations again• Review important department procedures• Answer any questions• Assign a meaningful task • Have lunch with the new employee • Get to know the person (goals, aspirations, prior

experience, family, etc.)• End the day on a positive note

Workforce Integration – Beyond Day 1

Your role as leader extends beyond the first day:• Supervisor – plan and distribute workloads fairly to

create a challenge but prevent burnout• Coach – as a subject matter expert, lend wisdom and

suggestions; be a partner; provide honest feedback (good and bad)

• Liaison – check in routinely to make sure the employee feel engaged, continues job satisfaction, and understands continued expectations

The Leader’s Role

Onboarding Summary

• Begin onboarding as early as the verbal offer to ensure a smoother and more meaningful Day 1

• Handle the logistics on Day 1, but lay the groundwork of a partnership

• Conduct routine quality checks after Day 1 to reduce disengagement

Questions & Answers

Thank You!