Rise of Talent Operations - What Good Looks Like

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The Rise of Talent Operations
1
What Good Looks Like
Kyle Lagunas, Eileen Kovalsky, and Nikki Cochran
May 7, 2020

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Can I get a
quick
show of
hands...
1. Do you have a formal TalentOps function? (yes/no)
2. If yes, is it a part of talent acquisition, part of HR, or
part of a centralized COE?
3. If not, what’s holding you back?
a. Lack of funds/resources
b. Unsure where to begin
c. One more thing on my list

Global Head, Talent Acquisition
Operations at Avanade
Eileen Kovalsky Nicole (Nikki) Cochran
Recruiting and Operations Lead
at Humans Doing
Kyle Lagunas
Director of Strategy
at Beamery

Poll Time!
What do you think talent operations is?
Select one or more answers.

What TA Operations Isn’t
6
What Talent Operations isn’t!

What is TA Operations
Talent Acquisition Operations is a strategic partner that
enables Talent Acquisition to deliver top talent to their
organization in a unified and consistent approach across the
globe.

TA Operations: The Recipe for What Good Looks Like
What is the purpose of TA Operations and what
is its intrinsic value to a TA team?
What business impact can TA Ops bring to TA
and the larger organization?
What considerations should be taken when
building an Ops team (i.e., what will the initial
and longer-term scope of the Ops function be )?
What key skills and competencies are needed to
build a successful Ops team?
Key Questions
What change management needs to occur when
introducing a newly developed Ops function to a
TA organization?
What important messaging and expectations
need to be set and by whom?
Key Questions Key Questions
Driving
Impact
Scope and
Skillset
Enabling
Success
What is TA Operations

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Driving Impact

Two key questions to consider:
★ How do we enable recruiter
productivity?
★ How do we enable TA to be
more effective and efficient?
Recruiter
Enablement
Continuous
Improvement
Realizing ROI;
Reporting &
Metrics
Optimization and
Efficiency
Risk
Reduction
Global
Framework
Talent
Acquisition
Operations
Strategy
Driving impact

Data Analysis - Reporting - Metrics
Recruiter and TA Enablement: Training, Adoption, Eﬀectiveness
Global Framework
Continuous
Improvement
Optimization &
Eﬀiciency
ROI Risk Reduction
Consistent processes, SOPs,
and experience across all
geographies
Cutting edge tools,
streamlined
technology and
process, time
reduction
Knowing what’s in your
toolbox, when to
leverage it, and how to
use it well
Increased tool
adoption, spend in the
right places, value add
to business
Avoid compliance
infractions
Interdependencies and opportunities to drive impact

Integration of interview
scheduling technology into
your ATS
*TA OPS PROJECT*
Allows recruiters to focus on
value-add responsibilities and
reduces total cycle time in
recruiting process
ROI
Communications “live” inside of
your ATS vs. external system
such as email
Risk Reduction
Leveraging new technology to
remove administrative burden
by automating part of the
process
Continuous Improvement/
Optimization/Eﬀiciency
Consistent candidate and
recruiter experience globally
Global Framework
Recruiter
Enablement &
Measuring
Success
Example: how a project can drive impact

Additional examples of impact drivers
★ Experience surveys: Hiring Managers, Candidates, and New Hires
★ New tools: pre-hire assessment, on-demand interview, automated scheduling, AI, contact validation,
sourcing
★ Global contracts (buying in bulk) vs. multiple individual regional contracts
★ Resourcing: full desk vs. sourcer/recruiter vs. RPO hybrid
★ Recruitment Marketing: develop new EVP, launch employer rebrand on relevant career sites, leverage drip
campaigns in CRM
★ Data and Reporting: create recruiter scorecards and leadership dashboards, deliver Ops QBRs back to the
business

Scope & Skillset

15
How do you build your team?
1. Understand your need
2. How big is your organization?
3. Determine the scope
4. Identify the skills & attributes

Understanding
your need...
What is on your roadmap?
● Implement and govern new technology
● Create a standardized global process
● Improve hiring metrics: Quality of Hire, Time-to-Fill,
Cost-per-Hire, etc.
● Improve candidate/recruiter/hiring manager experience
● Focus on compliance
● Realize ROI/reduce spend

Size and timing
Knowing what you
want to accomplish
and how quickly you
want to do so will help
drive your team
structure
How large is your organization?
How quickly do you need to deliver on
your roadmap?

Scope &
Structure: What
they will do...
Process
Technology
Compliance
Resource Augmentation
Recruiter Enablement
Reporting /
Analytics /
Metrics
Vendor
Management
Project / Program
Management
EVP /
Recruitment
Marketing /
Candidate
Experience

Skills and
Attributes:
Know who you
need...

Enabling Success

21
“The most damaging phrase in the language is,
‘We’ve always done it this way.’ ”
Rear Admiral Grace Murray Hopper

Multi-pronged approach: How a TA leader can help enable success
- Eliminate Us -vs- Them mentality
- How Ops will add value
- Mindshift: the path forward
- Be patient: Rome wasn’t built in
a day!
- Scope: what is Ops being held
accountable to deliver
- What Ops is NOT!
- Appetite for transformation
- Organizational size and structure
will dictate the appropriate time
needed
- Thinking diﬀerently!
Global TA Vision Expectations Change Management

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Enabling Success
Why is this important?
23

24
Once you are positioned well, how do you show value?
Partnership
-Operations is a strategic partner to TA
-Establish a governance structure and follow it
-Schedule regular QBRs with the internal business
Metrics
-Create dashboard to showcase things such as:
-usage of tools
-recruiter productivity
-requisition compliance
Documentation
-Create process flow and SOPs
-Have a centralized repository for policy/program rules
-Training materials and QRGs

Integration of interview
scheduling technology into
your ATS
*TA OPS PROJECT*
Measure: Cumulative
outcome of all of these
measures and reduced
cycle time
ROI
Measure: Increased data
integrity around interview
compliance
Risk Reduction
Measure: Reduced time
spent performing
scheduling task
Continuous Improvement/
Optimization/Eﬀiciency
Measure: Increased score on
Candidate Experience
Surveys related to Interview
Process
Global Framework
Recruiter
Enablement:
Education on new process steps
Example: showing success
Baseline data
Outcome data

And now, deep
thoughts by a
couple of
Operations
Nerds!
★ Ensure your TA leader sets the stage and positions Ops to have a seat
at the table.
★ Don’t be afraid to set expectations and hold people accountable.
★ Be authentic and honest - even when it’s uncomfortable…
★ Assume nothing. Ask questions. Peel back the layers of the onion.
★ Keep your stakeholders informed along the way; always operate
based on truth and transparency!
★ Data is your friend! Use it to showcase the wins no matter how small.
★ Celebrate your successes and toot your own horn!

27
So what does good look like?
● The right team (size and skill set)
● The scope/responsibilities
● Appropriate change management plan
● Strong TA vision and leadership
● Clear expectations on TA Ops value add
Important Reminder: Don’t forget about measuring
operational successes and telling your story!

April 14th
New Ways of Measuring Success
Kevin Blair, VP Talent Strategy,
Beamery
Lee Andrews, Director of Talent
Acquisition EMEA and APJC, IBM
Don’t miss the final session!

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Rise of Talent Operations - What Good Looks Like

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