GENPACT HR Best Practices

About Genpact

X Genpact is the leading Business Process Outsourcing company in India X It was formerly a GE owned company called GE Capital International Services or GECIS X It operates from different locations around the globe (India, China, Philippines, Romania, Hungary, Poland, Mexico, Australia and the USA) X Currently it employs approximately 34,000 people in various locations X It is soon going to be a $ 1 Billion company

Performance Management System

Methodology Mid year and annual review happens here and the combined rating is taken into account for final appraisal.

They follow a forced distribution system.

Proper and in depth analysis of employees performance is very important for succession planning and promotions.

The Employees are then divide into the 9 blocks as per the matrix drawn

Career path for each employee as per his interest and potential is chalked out

Under-performers are put on a Performance Improvement Plan and are given 3 months time to improve

EWS Early Warning System

Methodology Associates get rated as:  Red (attrition anticipated in the next 1 month, immediate attrition), the person has gone for an interview, told someone that he is going to leave etc.  Yellow (attrition anticipated in the next quarter). Factors are identified which can lead to the person leaving the job in near future but dont expect it to be immediate  Green (attrition not anticipated). At what levels does the discussion happen? EWS tracking / discussion needs to happen at the following three levels  Level 1 - Each supervisor fills EWS for his process: fortnightly  Level 2 - Operations AVP discussion: fortnightly  Level 3 COE leader: monthly How often do they assess employees?  Frequency fortnightly

What is Early Warning System? This tool helps to identify potential attrition cases and prioritize mitigation efforts. This ensures action is taken proactively and not after a resignation

How does it help? The tool helps identify the potential attrition by assessing the employee on:  High impact factors (e.g. Performance assessment, Leaves, External interviews etc.)  Independent Managers assessment

DAT Daily attrition tracker

What is the Daily attrition tracker? This is an attrition tracker that is sent out daily to all relevant stake holders. The tool enumerates the following:  Resignations the day before.  Attrition % at CoE level.  Attrition % at supervisor level.  Action taken with regards to attrition. How does it help? This is a visual management tool. It ensures that all relevant stake holders see the status on this important metric and are focused on retention efforts. This helps identify any concerning trends on the various parameters captured on the tracker Methodology? An HR resource is responsible for collating the data and send the tracker daily to all stakeholders.

Visual - DAT

Daily attrition tracker - dated:5/ 22/ 06

COE Head count COE attrition % 766 COE attrition count 21.9% Attrition yesterday 70 5

Employee Name

Designation

Manager

AVP

EWS status

Length of Service (Years, Months)

Retention effort made by

Detailed reasons of attrition Higher Education - joining a course not available on Genpact university

xxx

PA

YYY

ZZZ

Red

2YRS 3 MTHS

RRR

1 on 1 with Supervisor
Methodology? What is a 1-on-1 with supervisor ? The 1-on-1 is a formal feedback/ coaching session with employees that is documented on a standard template. Associates Supervisor fills the template, sets up meeting and gives feedback Managers Employee fills up the template as a self assessment How does it help? It drives the tracking of performance and personal development metrics for an employee. This in turn ensures that the employee  Is aware of own performance Vs expectations  Understands improvements needed and designs action plans to support the same  Has a forum to share challenges and ask for help. Employee sets up meeting with supervisor (Quarterly) Supervisor fills in his/her assessment During the meeting supervisor gives feedback on strengths and developmental needs with special focus on parameters where scores are low or there is a gap between employee self-assessment and supervisor assessment Employee develops action plan for improvement (as needed)

Connect Family Day Program

What is connect? The program is to invite the family members of employees to the company premises. This gives an opportunity to the family members to  See the work environment and Facilities provided  Interact with the leadership How does it help? The program seeks to inspire a feeling of security and pride in the family members. This in turn helps leverage employee family members as Genpacts brand ambassadors. Methodology? A connect program has the following activities  Walk around assisted by program coordinator,  Leadership address  Experience sharing by tenured employees  Refreshments and informal chat with leadership  Gifts / souvenirs to family members Frequency Monthly Below is a brief about what can be shared on the various interactions that happen during the connect program.

Walk around

 Where to they work.  Facilities: cafeteria, transport, gym etc

Leadership address  Share business prospects.  Make them aware of growth opportunities.  Share people specific initiatives eg: Gym, education @ work  Answer any queries from the family members Experience sharing:  How working with Genpact has changes their lives.  Why they love working here.  What Genpact does to make it the Employer of choice.

Buddy Program
What is Buddy Program? Is an integral part of the New Employee Integration Program aimed at providing a single touch point for all the new joinees in order to help them get acquainted to the Genpact environment & processes Methodology?  Each Manager to create a pool of buddies vetted by Operations leader.  For Managers, each Ops Leader will nominate couple of experienced managers as Buddys for New Managers.  Buddy list along with their roles to be sent out to entire Business.  All the new joinees will be assigned to the buddies for two months from their date of joining.  Provide docket for FAQs.  People nominated as Buddies should ideally stay in the role for at least a year How does it help ?  Better employee engagement - reduces the feeling of being lost In the organization.  Assigns a dedicated resource to help new joinees get acquainted to the processes and systems.  Motivation to the Buddies  Opportunity to mentor & help new joinees.  Certificate of recognition  Special leadership Face time Sessions  Training on Coaching Skills

All Employee Meeting

What is All Employee Meeting? Is held every month by the Service Delivery Leader along with his/her Direct Report Team members to communicate progress in their respective businesses and Genpact on various aspects of operations and people. Methodology? Recommended Agenda Update on the Business Communicate on New Projects, Processes, Org Structures, business goals, initiatives etc.  Training New Trainings/Calendar, People coverage on training.  People Update Update on Growth Opportunities (No of Promotions, Movements, Assignments Abroad) No of people enrolled in the Genpact Education@ Work, Update on New Courses and their benefits.  Retention Update Share the Attrition target and Current Status also any specific retention initiatives.  Rewards & Recognition Award cheers or certificate of recognition to best performers.  Open House Forum to ask questions by all employees to the Service Delivery leader and his team.

How does it help? This meeting is conducted so that all employees are communicated leadership vision and strategic priorities to drive active engagement.

Frequency - Monthly

HITP High Impact Touch Points

What is HITP (High Impact Touch Points )? These are specific events in an employee life cycle that are critical for the employees and have a great impact on morale. These HITPs can act as drivers for employee retention if reinforced positively. How does it help ?  Provides opportunity to reach out & connect with the employee in moments of celebration/ distress  Provides support system to the employee in workplace How often it happens? Frequency Depends on occurrence of the event

High Impact Touch points Employee Confirmation

Poor Performance

Negative leaveBalance,Unpaid leave

Annual Appraisal

Completion of 1st year & 2nd Year

Promotions Birth Day / Marriage Anniversary

What Needs to be done? Employee Appraisal to be discussed by the manager. Confirmation letter to be given by the Ops leader or AVP Date of Confirmation Performance track record to me maintained by Managers for all team members When the employee's performance is employee and have a one to one discussion to understand the issues, help required and to set the expectations clear poor consequently for 2 Months All cases where employees exhausts leave balance or go into negative leave balance to be monitored and met up by the Ops leader and HR Manager to As and When understand the reason and how to help the employee Manager should encourage the employee to complete the appraisal form before One Month Before Completion of One the due date and have the discussion with the employee on his / her goals, achievements, strengths and development needs year Ops leader to have a one to one discussion with the employee completing one year on the appraisal and also to check on how he sees himself progressing in the organization Manager to give the Increment letter on or before the due date to the employee and congratulate for his tenure and good job done HR to Send a communication to the entire business congratulating all the employees who have successfully completed one year or two years at the end of Anniversary date each month Letter to be given by the Service Delivery / Ops leader. Congratulate and Appreciate the employee in front of the entire leadership and send the communication to the entire business of all the people who got promoted once a As and When month. Ops Manager / Ops leader to wish the employee personally, give him / her a card 10 As and When along with the special gift When

Monthly All Managers Meet

What is Monthly All Manager Meet? The All Manager Meet is a formal monthly meeting held by the Service Delivery Leader with all the managers of the business to discuss the status on various aspects of operations and people. The forum is also used by the SDL to communicate any new CoE / Business update. How does it help? To know the status, issues, suggestions and help required directly from the front line managers. Ensures that the managers are in sync with critical business updates which impact them Methodology? Agenda:  Give an over view how the business is performing  What are the challenges that the business is facing  Take feedback on the challenges faced by the managers and mitigants. Understand the support required  Give and take update on various projects.  Understand common people related problems that managers face and guide them with the ways to deal the same  Tips to the managers on managing their teams better.  Give the managers larger picture of need for change.  Update on new initiatives and assign responsibilities to be carried across the business. How often this happens?  Frequency Monthly

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Straight Talk - CoE Leader Employee Chat

What is CoE Leader Employee Chat? The tool intends to help CoE Leader interact with the employees on a web chat or SametimeTM chat. The chat could be anonymous. How does it help? The interaction of employees with the CoE leader provides  Opportunity for the employees to raise their concerns anonymously or otherwise  Platform for sharing important announcements/ concerns  Employees visibility to their CoE Leader Methodology?  Communicate purpose and timing of the session to the employees  Document all questions, their answers and in case of issues, their expected date to closure and owners What does the leader interaction/ chat cover?  Genpact level business information  CoE level business information  Ask how the employees are feeling  What are their issues Frequency of the chat ?  Quarterly Actionables from the session?  Issues  Expected closure date  Owners  Completion status - Red/ Yellow/ Green

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HAWK Pre Hire Orientation

What is HAWK (PHO)? The program is intended to provide a reality check - help potential employee get a feel of the organization, process they are going to join and consequently decide to join or not join Genpact How does it help? HAWK helps the organization in multiple ways  Keep early attrition in check with the potential employees getting preview/ sneak peek of their process and time to rethink their decision  Expectation setting for new employees Reality check of life in a BPO Methodology? An experienced AVP or Senior Operations Manager (of the business the candidate is being hired for) conducts the session:  The session needs to be done at least 3-4 days before the joining date  The session needs to mirror the process timing  Club batches across CoE for group size less than 10 What does HAWK cover?  Introduction to Genpact, CoE, nature of work and work reality (e.g., impact of night shifts, leaves, salary, weekends, growth, travel time, transport & other facilities, food etc) How to check success of HAWK?  Track the attrition of candidates within the first six months of joining  Drop out rate post HAWK
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THANK YOU!!

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