the journey to excellenceetihad airways | recruitment 16 september 2015 etihad recruitment portfolio...

The Journey to Excellence

Talent Acquisition: From Good to Great

Mohamed Hegab | Etihad Airways | 16 September 2015

The journey

• 25,000+ employees

• 140+ nationalities

• 119 aircraft

• 110 destinations

Etihad Airways | Recruitment

16 September 2015

National carrier of the UAE

Established in 2003

Supporting the growth of Abu Dhabi

Managing growth risks

Aligned people strategy

A performance culture

Sourcing talent

Development & succession


16 September 2015

Etihad Airways people strategy


16 September 2015

How far we’ve reached? Internal analysis

• Clear shared vision

• Variable skill levels

• Variable experience levels

• +140 nationalities

• Evolving organisational culture

• Better system integration

• Better reporting capability

• end-to-end cycle gap

• Poor user experience on existing technology

• Evolving organization structure with high pace of growth

• Focus on operational and transactional activities


16 September 2015

What do we want to achieve?

Leading business technology

International assessment tools and systems

Scalable end-to-end recruitment process

Competent and Qualified recruitment team and hiring managers

Proactive and efficient sourcing strategy

“Source and deliver the right talent at the right place, right time, right cost”


16 September 2015

The starting point

• Strategy

– Organic growth

– Codeshare partnerships,

– Investment in other carriers

• Structure:

– Alignment of recruitment teams to business functional areas

– Recruitment expertise in business specialized areas

• Systems & Processes– Limited systems integration

– Multiple hand-offs between people and systems

– limited standardization & reporting capability

– Limited end to end process visibility for all operational stakeholders

– Poor user experience on existing technology

• Shared Values & style– Etihad Airways value

– Can do attitude

– Flexible planning process

• Staff– More than 124 Nationalities

– Variable levels of experience

• Skills– Inconsistent levels skills & capabilities

7Etihad Airways | Recruitment

16 December 2015

INTRODUCING ASSESSMENT CULTURE…


16 September 2015

Etihad recruitment portfolio

• Skills tests

• Aptitude tests

• Personality questionnaires

• Competency-based interviews

• Role play exercises

• Group exercises

• Analysis case study exercises

• Presentation exercises

Choosing the right assessments

• What are the overall goals / aims of the job?

• What are key tasks / duties of the role and what level of proficiency is needed?

• What people would the employee interact with? (e.g. peers, customers, direct reports)

• What challenges would the employee face, and what skills are required to handle them?

• What is a key characteristic of the high performing people who stay for the long term?

Other practical considerations:

• What is my timeframe to hire?

• What volume of people do I need to hire, interview, shortlist, attract?

• How senior is this person?

• What resources do I have to run an assessment, e.g. interviewers, rooms, time, budget,

etc.?

Choosing the right assessments


16 September 2015

Example: Revenue Management

For any job, there are always a mixture of requirements needed to

perform.

Some role requirements can be fulfilled through training, e.g.

knowledge and skills.

Although, it is nice when people come already equipped with these

skills. If we can identify the people who have these abilities and

characteristics through assessment in recruitment, then we can make

better decisions about who will do well in the job.

Think about the important knowledge, skills, abilities and

behaviours that you need to hire for.

Knowledgee.g. Pricing and

Sales Strategies,

Network revenue

data

Skills

e.g. Analytical,

Planning and

Organizing

Aptitudee.g. Numerical &

Logical

reasoning

Behavioural

Characteristic

se.g. Driving for

results, Making

timely decisions


16 September 2015

Phase 1: Ability and psychometric assessment

Verbal reasoning

ability to source, interpret

and apply written verbal

information

Logical reasoning

ability to identify patterns and rules and use these to

categorise information

Personality questionnaire

measuring preferred work style

Building relationships

Delivering results

Leading the business

Role modeling the Etihad

values

Etihad leadership practices Senior manager assessments


16 September 2015

ELP and competencies mapping

People Development

ELP Competencies Personality

+ prudent + conceptual + imaginative

+ Prudent + Conscientious + Analytical

+ prudent + Sociable + Behavioural

+ Directing+ Persuasive + Socially confidence People Management

Execution

+ Agreeable + Behavioural + imaginative

+ Focused on result + Conscientious - Autonomous

Delivering

results

Vision & Strategy

Analysis & Judgment

Organisational Awareness

Building Relationships

Leading the business

Through self

Through

others

The starting point

• Strategy

– Organic growth



• Structure:









– Can do attitude






16 December 2015

EMBEDDING THE CULTURE AND

PROMOTING BEST PRACTICE…

Standardized approach

• Branded reports

• Mapped to Values & Winning Behaviours

• Standard assessments and feedback templates (manual)

• Comprehensive recruitment pack for recruiters & hiring

managers

• Flexible & comprehensive assessment library to be used

across multiple departments

• Suitable for internal and external recruitment campaigns

• Benchmark against international, external and internal norm

groups


16 September 2015

Mapping: Values, Winning Behaviours and psychometric

Delivering Best Practice• Embrace Change• Negotiate & Influence• Live the Vision

Inspiring our Customers• Innovate• Focus on Hospitality• Act with Agility

Caring About Detail• Plan the Work• Work Smart• Make Timely Decisions

Acting Positively• Operate with Integrity• Build Effective Teams• Leverage Diversity

Taking Responsibility• Drive for Results• Act with Determination• Develop and Grow


16 September 2015

Winning Behaviours example: Focus On Hospitality

Definition:

Consistently shows respect and warmth; anticipates needs;

demonstrates generosity and goes the extra mile to exceed the

expectations of internal and external customers and guests.

Non-Management Management Senior Management

Personality Questionnaire Personality Questionnaire Personality Questionnaire

Interview Interview Interview

Role Play – with a customer Role Play – with a customer / or with

a direct report who has delivered bad

service

Role Play – with an internal customer or

direct report

Group Exercise – with a

satisfying a customer theme

Presentation – looking at how their

solution meets the customer need

Analysis Case Study & Presentation –

where customer retention or attraction is

a major issue? Then the recommended

solution is presented .


16 September 2015

Standardized selection strategy: Assessing Behaviours

Winning Behaviour

Delivering Best

Practice

Inspiring

Customers

Caring About

Detail

Acting

Positively

Taking

Responsibility

Em

bra

ce

Change

Ne

go

tia

te &

Influ

en

ce

Liv

e th

e V

isio

n

Inn

ova

te

Fo

cu

s o

n

Ho

sp

ita

lity

Act w

ith

Ag

ility

Pla

n th

e W

ork

Wo

rk S

ma

rt

Ma

ke

Tim

ely

De

cis

ion

s

Op

era

te w

ith

Inte

gri

ty

Bu

ild E

ffe

ctive

Te

am

s

Le

ve

rag

e

Div

ers

ity

Dri

ve

fo

r R

esu

lts

Act w

ith

De

term

ina

tio

n

Develo

p a

nd

Gro

w

As

se

ss

me

nt

Typ

es

Personality

QuestionnairesX X X X X X X X X X X X X X X

Structured Interviews X X X X X X X X X X X X X X X

Role Play Exercises X X X X X X X X X

Group Exercises X X X X X X X X X

Analysis Case Studies X X X X X X X X X X X

Presentation Exercises X X X X X X

Assessment order list Etihad Airways | Recruitment

16 September 2015

The starting point

• Strategy

– Organic growth



• Structure:









– Can do attitude






16 December 2015

IMPLEMENT LEADING BUSINESS

TECHNOLOGY WITH FULLY AUTOMATED

PROCESS

myRecruitment: Assessment tools integration

Band Standard Technical Numerical Basic Advanced / Team Leader Additional

Senior Manager shapes (management)

Norm: Int. Senior Manager

Project ID: 78181

Middle Manager shapes (management) shapes (management) shapes (management)

verbal (industry) verbal (industry) verbal (finance)

numerical (industry) numerical (industry) numerical (finance)

cls lst

sx(a)

Norm: Int. Middle Manager Norm: Int. Middle Manager Norm: Int. Middle Manager

Project ID: 78182 Project ID: 78183 Project ID: 78184

Officer verbal (admin) verbal (admin) verbal (admin) verbal (instruct) shapes (management) verbal (admin)

ix numerical (admin) numerical (admin) eql (a) verbal (industry)

lt-e ix lst ix numerical (industry) lt-e

lst lt-e lt-e lt-e Intermediate Word 2010

lt-e Intermediate Excel 2010

Intermediate Powerpoint 2010

Norm: Int. Individual Contributor Norm: Int. Individual Contributor Norm: Int. Individual Contributor Norm: Int. Individual Contributor Norm: Specialist Experts Norm: Int. Individual Contributor

Project ID: 78185 Project ID: 78186 Project ID: 78187 Project ID: 78188 Package ID: 78189 Project ID: 78191

Admin verbal (instruct) verbal (instruct) verbal (instruct) verbal (instruct)

lt-e (basic) lt-e (basic) lt-e (basic) lt-e (basic)

Intermediate Word 2010 Advanced Powerpoint 2010 eql (a) Basic Word 2010

Intermediate Excel 2010 Advanced Word 2010 Intermediate Word 2010 Basic Excel 2010

Basic Copy Typing 02 (on screen) Advanced Excel 2010 Intermediate Excel 2010

Norm: Int. Service Staff Norm: Int. Service Staff Norm: Int. Service Staff Norm: Int. Service Staff

Project ID: 78193 Project ID: 78194 Project ID: 78196 Project ID: 78197

Entry Level verbal (instruct) verbal (instruct) verbal (instruct)

lt-e (basic) ix eql (a)

lt-e (basic) lt-e (basic)

Norm: Int. Entry Level Norm: Int. Entry Level Norm: Int. Entry Level

Project ID: 78198 Project ID: 78199 Project ID: 78201

Specialist Packages

Cadet Pilot stm

rt

tmt

xw

mt-2

Project ID: 78202

Norm: School Leavers vocational -

commercial

• Select assessment pack

• Select recruitment status to assess candidates

• Review assessment results to screen candidates

• “Print & go” interview pack

• Input assessment feedback to myRecruitment

• Make hiring decision with supporting assessment results


16 September 2015

myRecruitment: Reporting

15

July 2015

15

Recruitment and Onboarding Dashboard (Core and International)

25

2,150$

90%

33%91%

Internal Business Process Learning and Growth

Time to Hire UAE National Hires

Financial Customer

Cost per Hire Stakeholder Satisfaction

Ext. spend/hireInt. cost/hireTarget

Dashboard Date

Posi t i ons pe r Re c rui te r (YTD)

A ppl i c at i ons pe r posi t i on (YTD)

% Inte rnal Hi re s (YTD)

Ti me to Offe r 1 -OFF rol e s (YTD)

$650

$1,500

$1,000

$-

1 221

32

44

20

35

65

Ap

pro

val

Off

er

On

bo

ard

40

531

YTD (USD Cost per hire)

AED

YTD (days)

New Joiner Satisfaction Score

Hiring Manager Satisfaction Score

YTD Actual

YTD Actual

12

20

Actual Target

TargetUAE National Joiners

YTD (Number of hires)

Executive Dashboard Business Process Learning & Growth KPI Overview

Target

Actual

Target

Dashboard Selection Details

Type Core & International Date July 2015Division Commercial

YTD QTD MTD EY Overall EY Target Metric

Value Indicator R1HRSCCIV1 IBP Time to hire Average time in days from requisition creation to date of hire (excluding requisition time on hold and bulk requisitions)0 0 0 0 Days

Process Indicator R1HRSCCIP1 IBP Time to requisition approval Average time in days from requisition creation by hiring manager to requisition approval date (excluding requisition time on hold)0 0 0 0 Days

System Usage Indicator R1HRSCCIS1 IBP Requisition approval time - Creation to MPP approvalAverage time in days from requisition creation to MPP approval 0 0 0 0 Days

System Usage Indicator R1HRSCCIS2 IBP Requition approval time - MPP to HRBP approvalAverage time in days from MPP approval to HRBP approval 0 0 0 0 Days

System Usage Indicator R1HRSCCIS3 IBP Requisition approval time - HRBP to CFC approvalAverage time in days from HRBP approval to CFC approval 0 0 0 0 Days

System Usage Indicator R1HRSCCIS4 IBP Response time for approval within 48 hrsPercentage requisitions reviewed within 48 hours

System Usage Indicator R1HRSCCIS4 IBP WFP Review Percentage requisitions reviewed within 48 hours by WFP 0% 0% Percentage

System Usage Indicator R1HRSCCIS4 IBP HRBP Review Percentage requisitions reviewed within 48 hours by HRBP 0% 0% Percentage

System Usage Indicator R1HRSCCIS4 IBP CFC Review Percentage requisitions reviewed within 48 hours by CFC 0% 0% Percentage

Process Indicator R1HRSCCIP2 IBP Time to offer - bulk roles Average time in days for bulk roles from the date of the interview to date of acceptance of the offer (for 5 or more quantity of positions on the same requisition, excluding requisition time on hold)0 0 0 0 Days

YTD EY Values Unit of MeasureYTD EY Targets

Review compliance detailed by reviewer type

Recruitment and Onboarding Dashboard (Core and International)

KPI Values Based on Selected Filters

KPI Type KPI IDStrategy Map

alignmentKPI Description

Recruitment - Core & International Value Realization KPIs - July 2015

KPI Name

Executive Level Dashboard

Detailed KPIsEtihad Airways | Recruitment

16 September 2015

myRecruitment - dashboard


16 September 2015

The journey

Achievements

• Integrated business technology

• Standardized selection strategy including

selection tools and criteria

• Scalable end-to-end recruitment process

• Improved recruitment cycle time

• Increased use of recruitment capability to

focus on sourcing vs. operational activities

Key success factors

• Alignment with organization/people

strategy

• Internal analysis of current situation

• Simplicity is key in phase one

• Unique approach to Etihad

• Phased approach with clear road map

• Change management

The journey continues… Believe in the power of the people and their passion

Introduction of psychometric

tools

Mapped psychometric reports to ELP

Customized reports mapped to

Etihad Values & WB

Recruitment pack & assessments

library

myRecruitmnet

full integration with assessment

tools

Executive reports & KPI dashboards


16 September 2015

WHAT DO WE BELIEVE?

WE BELIEVE IN THE POWER OF PEOPLE AND THEIR PASSION


16 September 2015

THANK YOU

the journey to excellenceetihad airways | recruitment 16 september 2015 etihad recruitment portfolio...

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