Onboarding is a Process Not an Event - Heather Carey, Senior Manager Employee Success, Constant Contact presented at MassTLC and General Assembly's Tech Community's Guide to Onboarding 2/2/16 at WeWork Boston
2. 4% of new hires leave a job after
a disastrous first day
80% of new hires decide to
stay or go within their first SIX
months of employment
Turnover can cost a company 3X
the former employee’s salary
*Bersin by Deloitte & Harvard
4. The Case for Onboarding at CTCT
• Faster time to Productivity
• Increase Engagement & Job Satisfaction
• Increase Cross Functional Collaboration
• Culture Acclimation
6. New
Hire
Lifecycle
Pre-Board
Accept – day 1
Core New
Hire
Week 1
Dept.
Onboarding
First 60 days
Leadership
LiftOff
First 90 days
New
Manager
Coaching
Week 1 survey 45 day check in 90 day check in
8. Core
New
Hire
Training
“ I have worked for
several companies
before CTCT, and this,
was by far the best and
most comprehensive
New Hire orientation.”
9. Department
Onboarding
30 – 60 days
Focus on dept. impact on business
Identify teams interdependence
Understand department culture
Each team participates
10. 10
Leadership LiftOff
Connect with and learn from our leaders
Drill down into CTCT vision & strategy
Identify employee growth opportunities
First 90 days
12. Success Factors 90 days
New Hire is actively contributing within
90 days
A solid understanding of the:
• Business
• Customer
• Product
New Hire sees connection to how role
impacts team, dept. and business
Hiring Manager is engaged
15. If you do nothing else,
do these four things….
1. One special outreach
during pre-boarding
process
2. Make sure their area
is welcoming
3. Let them know why
they matter
4. Develop a simple 90
day plan
16. And DON’T…
• Abandon a new employee
in a conference room to fill
out paperwork
• Schedule their first day
when the hiring manager is
not in
• Fail to provide basic tools
and a clean space
• Assume that no news is
good news
17. I can’t afford the
time to Onboard
my New Hire!
•You can’t afford
not to!!
20. Checklist: First 30 days
ENGAGE
Send welcome announcement to team/ key contacts and cc New Hire.
Meet New Hire @9am their first day and take them to lunch Wednesday.
Book weekly one-on-ones and monthly check-ins for first 90 days.
SET UP FOR SUCCESS
Discuss your management style and expectations.
Explain performance management @CTCT including:
Monthly check-ins
90 day check-in
EDPs
Talent Reviews
Review 90 days “Success Plan” including: (see template in appendix)
Key people to meet
Measureable easy to achieve 90 day goals
Regular meetings they should attend
Confirm Department Onboarding with HRBP.
TACTICAL: Map the lay of the land…
Confirm New Hire has completed compliance training*
*New hires must complete compliance e-learning within 14 days of employment or
risk not being able to come to work
Transportation and parking
Bathrooms
Frequently used conference rooms
DL lists
Supplies
Review useful tools i.e. SSO, online map, org chart, UltiPro, etc.
Helpful Tips
What matters to a New Hire
the first week…
The onboarding experience
is smooth, educational,
inspirational and fun.
They know what to expect in their
first 30 days.
Their office space is clean and the
team is welcoming.
21. Launch Your New Hire’s Success
Simple 90 day Success Plan
1. Our 90 day check in date will be:
2. Our one-on-ones will be (date/ time):
3. Your HRBP is:
4. Your department buddy is:
5. How your job impacts the team/ dept./company:
6. Who do you need to depend on regularly and for what:
7. What regular meetings do you:
a) Need to attend
b) Should attend
c) Are Nice to attend
8. Your first 90 day goals are:
Make them measurable and easy to attain so New Hire is clear about expectations and will have a sense of accomplishment
1. Goal/ success metric
2. Goal/ success metric
3. Goal/ success metric
22. ABOUT ME:
Heather Carey
Senior Manager
Employee Success
Hcarey@constantcontact.com
@heathercarey
"Train people well enough
so they can leave, treat
them well enough so they
don't want to”
-Richard Branson
Notes de l'éditeur
Onboarding an under valued and over looked piece of talent strategy. We spend on average $7k - $10k to recruit a new hire, and yet many companies invest zero dollars to onboard them.
At CTCT we want employees to bring their bodies, heads, hearts and spirit to work and help drive our customer’s success
And yet the statistics show that not paying attention to early engagement has consequenses
People make decisions early -- 45 day dip
Accelerate engagement and success of new hires with memorable experiences and content that WOWs
To accomplish this we need a full team across function
The HM relationship is the key to it overall success
What made a difference? We came to role clarity and agreement amongst groups and now have a weekly 15 min stand up for IT, Core new training, hrops and facilities the week before each launch date
Once the team was set we developed our 90 day onboarding program, launchpad
planned new program for 2016 –” through the new hire’s lens” @90 days
As soon as the req is closed you need to start engaging the hiring manager as well as the new hire
Don’t let your hiring managers fade into the night
Discover what makes CTCT a great place to work
Understand core values and culture
Explore our customer experience – LISTEN TO CALLS, mirror a customer’s experience by diving into our product and developing campaigns
95%+ of the new hires fill out the survey - average score is 4.9 out of 5
You don’t need leadership team. Have them host a quarterly welcome lunch – or monthly “lunch and learns” with various exes from each team in Dept, More important you have an enthusiastic, knowledgeable employee – who can educate and inspire
Given them a flavor for the Dept., not a firehose of information
Side note, open Dept. Onboardings to other employees as part of career exploration and increasing cross functional collaboration
25 minute “Talks” on history, vision and strategy – AND Q&A
Hosted lunch with Execs (marked tables)
What New hires are asking themselves…
Do I have a desk
Is it clean
Is my team welcoming
Did I make the right decision
It begins the moment you post a role
Onboarding is a process not an event
Onboarding takes a village, make sure your process is flawless
Connect new hire role to overall success of team, dept. and business
Hiring Manager Engagement
Develop checklists
Communicate reminders
Learn the product
Set them up for quick wins/ success in first 90 days with a concrete measurable plan
learn the business, understand the product/ service
Know our customer
ask for feedback
meet regularly
Assign a Buddy
Assign a Mentor
Slide in
Don’t give too much information at once – they won’t remember, and you will turn them off
And when you have a hiring manager tell you they don’t have time to onboard..
Because as we all know…
We have check lists for hiring managers at the pre board, 30 day and 60-90 day mark