TDCX Thailand took home the Gold award for Excellence in HR Innovation at the inaugural HR Excellence Awards 2021, Thailand.
In this interview, Thawanrath Sapvanitkun, HR Director, TDCX Thailand, shares the secrets behind this win - from completely changing the firm's internal communication platform, to embracing a growth mindset, and more.
Q What is your organisation’s winning HR strategy, and what are some milestones you’ve accomplished along this journey?
As TDCX expands our workforce and seeks higher-qualified people to cater to more sophisticated, high-touch, and complex ways of doing things, our HR solutions also needed to revolutionise.
Digitalisation is key and being one of the companies to embark on the digitalisation journey early is probably one of our winning HR strategies. Along the years, we have digitalised our HR solutions with the objectives to be more efficient and effective, thus giving us a competitive edge.
Through this digital innovation journey, we developed a robust platform that allows candidates, recruiters, and hiring managers to access and self-help at the various stages of recruitment. This platform empowers recruiters to customise assessments and cater to diverse requirements from different clientele. With real-time assessment results, this not only saves time but also increases the productivity of recruiters, ensuring that HR priorities are mapped to business outcomes.
Q How has this strategy helped you achieve your HR priorities, and what role has the leadership played in helping make this initiative a reality?
One of the prides of our digitalisation strategy is the birth of 'FLASH Hire'. The implementation of FLASH Hire yielded great benefits to TDCX talent acquisition teams across the region. FLASH Hire’s performance went above and beyond our expectations.
As a single platform with the capability for customisation to suit the varying needs of different users, FLASH Hire reduces our hiring time to fill a position significantly and efficiently matches candidates’ profiles to open positions.
Our CEO and the EVP across different TDCX offices are the key sponsors for this initiative. They took the lead on digitalisation and advocated the benefits of the new system for the organisation.
Q Unexpected roadblocks are part and parcel of executing any initiative. What were some of the barriers that you and your team experienced while rolling this out, and how did you successfully get past them?
A winning strategy cannot be polished without friction. As such, we did face challenges and overcome them during the implementation of Flash Hire across TDCX offices, which included:
Due to the nature of our business and our varied clientele, the recruitment requirements are very different between the clients; testing has to be versatile and assessments are required for many scenarios.
With diverse requirements in mind, we developed a tool that is able to accommodate any kind of assessment type and form. The development work is a continuous process to prepare the tools ahead of business needs. To sustain this process, we implemented a staggered launch plan on each request and feature. Regular communication with stakeholders is also key to set proper expectations.
Overwhelming response in a good way
FLASH Hire was designed to ease, simplify, compliment, and enhance our talent initiatives. We envisioned an easy to learn and use (almost plug and play) feel with very minimal training required. This however, resulted in very quick and massive adoption which we did not expect.
Everyone was excited to try FLASH Hire out. Our adoption rate was overwhelming!
Our technical team was challenged to constantly track the performance and see if there was any lag in functionality due to overloading of the tool. We had to speed up and prioritise this aspect of the tool's enhancement to accommodate the vast amounts of data it transacts due to the overwhelming usage from the adoption.
Q As evidenced by the win, this initiative clearly delivered some amazing results. What was your game plan for measuring ROI? What are some proud achievements you can share with us on this front?
As an in-house solution and developed by our internal technical team, we achieved a cost saving of 90% as compared to an alternative tool if we were to get it from external parties.
Our talent hunters, candidates, and valued clients can now use FLASH Hire anytime, anywhere at their convenience. Interviews are no longer restricted to local office hours; our clients also welcome the idea of being able to conduct interviews at their own pace.
FLASH Hire simplifies the recruitment process. With tailored screening assessments, we can immediately sift out candidates who do not meet requirements and select only the best.
Q We’re now seeing HR manage portfolios that were previously considered far from their job description. In your view, what are the top three skills and attributes of today’s successful CHRO?
Top three skills and attributes of today’s successful CHRO
- Move fast, communicate faster
- Think strategically
- Build and sell your vision
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Read more interviews on why organisations have won trophies for their HR practices - head over to our Winning Secrets' section!