19 Dec 2011

Recoveriescorp’s standards of recruitment and training processes for new staff are exacting, time consuming and expensive. So when we have good people who are performing well, we want to keep them, says HR Manager Terry Walsh.

“We use a number of strategies to ensure we have a finger on the pulse, including an
anonymous and voluntary in-house staff opinion survey conducted earlier this year,” Mr Walsh says.

Participation was pleasing, with 54% of recoveriescorp staff and 75% of Mason Black staff responding. More than 80% indicated they were happy working with the Recoveries Group. A free text area enabled staff to provide additional information and suggestions, and there was strong interest in greater training and career progression opportunities.

There are also regular pulse surveys to test staff opinion on various matters including the format and style of the monthly interact staff meeting.

Our career progression model was recently launched as a result, with company-funded training for collections staff in credit management and insurance at Certificate IV level, progressing to MBA programs for business unit heads and senior staff.

Social media is also used to stay in touch and elicit feedback, with the on line discussion forum Yammer now being used by Head of Corporate Services Ziggy Frankenfeld with his staff. It is available to all managers and, once a social media policy has been approved, Yammer will be rolled out to all employees.

“It’s a way of putting issues out there and encouraging participation,” Mr Walsh says. “There have been encouraging discussions including staff health and well-being, and a review of our draft social media policy is being conducted by a volunteer committee of staff.”

Staff can also submit ideas to recoveriescorp’s Opportunities for Improvement Committee, which meets regularly to evaluate staff ideas and submit them to the executive team for approval.

When staff do leave the company, exit interviews provide very useful feedback but can be time consuming and difficult to collate. A new on-line format developed inhouse enhances reporting, and a link can provide a confidential option if a staff member prefers to complete the questionnaire privately.

*From Mercer’s ‘What’s Working’ survey, 2011.