Recently, the company established a branch office in Artists Center, Passing City Philippines? effectively transitioning from renting an office and outsourcing employees, to absorbing these employees into official members of the Harbor IT team. This company is called Harbor IT Asia. Since 2012, Harbor IT Asia has hired two Human Resource Managers to create a Human Resource Management plan for the company, but both have since resigned. This proposal Is an analysis on the company and Includes a Human Resource Management plan.
Keywords: Harbor IT, Harbor IT Asia, IT Company, human resources, proposal 3 Company Goals Harbor IT Asia aims to differentiate itself by providing customer service excellence in everything it does in the Managed IT Services & Professional Solutions Industry. Harbor IT Asia is committed to the highest standards of ethics, integrity and behavior and to always act in a professional and courteous manner, and adheres to the core values: of Customer Service Excellence, Customer Service Responsibility, Delivery Timeliness and Availability, Courtesy, Honesty and Fairness, Team Spirit, and Meeting the Challenge.
Scan the Environment Workforce analysis. Harbor IT Asia currently employs 62 people. Out of the 62, there are 31 males and 31 female employees. The employees age range from 20 to 48 years of age with majority of the employees falling in the 25 to 35 age range. 15 per cent (15%) of the Taft are in management, while the rest are experienced employees. Internal scan. Harbor IT Asia does not currently have its own Employee Manual and are using the existing employee manual provided by Multinational Corporation.
Before establishing itself as a separate entity, Harbor IT Asia used to rent office space and source employees and other resources through Multinational Corporation. Looking at the environment, there is also an obvious division between the two departments within Harbor IT Asia?offshore and Internal. Offshore are less in number and have no interaction at all in their working relationship with the Internal Taft. They tend to have separate team building activities and are allocated their own budget for these occasions.
Several of the Offshore staff also have a more flexible 4 schedule, with the option to have full flexible hours or to work from home. The Internal staff, however, although more in number, are also divided into its own silos. There is an unspoken competition between the four Service Desk teams, and the teams are also distant from the IT Operations and Accounts teams. There is also an obvious display of favoritism within the company, with the Country Manager being pen with his close relationships to a few of the staff, and give preferential treatment.
The leaders of the teams also do not seem to set an example to their staff, and prefer to work on an independent manner, which in turn affects the team and fosters an “every man for himself” attitude. External scan. Current workforce trends show that there are more and more Australian companies that choose to move their operations to the Philippines. This means that there will be an increase in applicants because there will be more people from call centers and Boos who prefer applying for Australian accounts because of the schedule.
Australia is only two hours ahead of the Philippines, so the time difference is not as drastic when compared to working for companies in the US. However, with the nature of high level of IT knowledge and understanding. This may narrow down the applicants quite a bit. Another factor is understanding the Australian accent. People that are used to listening to American English or the neutral accent will initially be taken aback by how difficult the Australian accent sounds like, as well as the colloquial words that are commonly used in Australian conversation. However, compared to Harbor IT
Asia, other companies provide better benefit. Harbor IT Asia does not provide employees with an allowance therefore their entire pay is taxed and will lead to deductions. Conduct a Gap Analysis 5 Current Human Resource requirements include hiring a Service Desk Manager to oversee the operations of the Internal Service Desk teams since currently the team leaders are reporting directly to the Country Manager. Also a requirement is the need for a Human Resources Manager to design and implement the Human Resource Plan and to facilitate and guide employees and team leaders with the duties and responsibilities.
The Human Resources Manager will also need at least one full-time staff member to assist her with her duties. A full-time company nurse is also an essential. With the current lack of direction in career growth in Harbor IT Asia and without a wildebeest’s and balanced compensation program, it is expected that employees will resign from the company after an average of two years. This should be anticipated and training should begin to take place between departments to more specialized skill sets.
Without movement, it is recommended that the company begin to practice Job sharing to facilitate in pickling and fully raining all of the employees across the company. It should also be noted that most of the employees fall within the same age range, so it is very likely that a majority will retire at the same time or within 1-5 years of one another. This should also be prepared for and younger employees should be considered in their applications. Set Human Resource Priorities to Help Achieve the Company Goals It was determined that employee happiness and retention should be prioritize in the Human Resource Plan.
Strategies to improve retention would be increasing or adding additional benefits to the employees, for example, providing employees on graveyard shifts with transportation allowance, increasing the amount of the free lunch benefit, adding clothing allowance to allow the employees to purchase business casual clothing for work days, and waiving the monthly fee for at least two dependents. The next item that the Human Resource plan should prioritize is the Employee Manual or handbook. All policies and procedures of the company should be detailed in this handbook, including due process and the hierarchy of disciplinary action.
This should also be uniform and standardized across the company and the results should be the same across all apartments. Measure, Monitor and Report on Progress Feedback forms should be provided to all employees which will be anonymously recorded and the benefit or feature that scores the highest votes will be prioritize and approval and Justification will be submitted to the Country Manager. In addition to this, there should be a space left available in the form that will allow employees to input their own suggestions aside from the existing items provided.
The Employee Manual should be completed within the next six (6) months. All employees will be informed when the Employee Manual has been completed and Team Leaders and there members of Management should then be trained to ensure that they are completely aware of the plans and policies. Once the Team Leaders and Management have been trained, they should then conduct meetings with their team members to educate every employee on the plans and policies. The Team Leaders should then have the employee sign an Acknowledgement Form to ensure that this has been read and understood and should be filed with the Human Resource Manager.
Succession Planning With the current lack of a definite career plan at Harbor IT Asia, it is recommended that Succession Planning should be implemented. Identifying Key Positions There are two criterion when identifying key positions. Criticality. Critical positions are identified as positions that would have significant impact on the organization’s ability to conduct normal business once vacated. Critical positions at Harbor IT Asia 7 include the Accountant, the Team Leaders. It has also been identified that if a number of Service Desk Analysts are to become unavailable, there will be a great impact on the business.
Retention risk. This refers to positions where the departure of an employee is expected or likely. Positions with this a high retention risk include Service Desk Analysts. Identifying Competencies Each position has its unique set of knowledge, skills, and abilities (Asks). Accountant. The Accountant holds the responsibility of running the accounting department at places such as financial institutions, corporate businesses or educational facilities. Prospective supervisors generally must have a minimum of a bachelor’s degree and adequate field experience.
Job description. Department workers. In addition to clerical and managerial work, the Accountant also participates in basic accounting functions, such as logging payments and maintaining financial records. In addition to maintaining regulations and laws of accounting procedures, the Accountant also carries out financial auditing procedures. The Accountant must be able to effectively communicate with employees and maintain a positive working relationship when addressing problems and coming up with solutions.
Job specifications. The Accountant’s general duties include assessing accuracy of accounting data, fielding questions directed at accounts payable and receivable, keeping track of records and processing transfers. The Accountant may also prepare Journal entries, log data into spreadsheets and communicate with outside 8 financial institutions, such as banks and lenders. The Accountant can also be in charge of ordering supplies and office equipment, depending on the size of the company. Country Manager.
The Country Manager will be responsible for payroll, grant report entry, managing the organizations Human Resources, helping and creating organizational and program budgets and other miscellaneous tasks. Job description. The Country Manager will report directly to the Shared Services Manager and to the Management Staff in Sydney and serves as a member of the Management Team. This position’s primary responsibility is ensuring organizational effectiveness by providing dervish for the organization’s financial functions.
Working with the management team, the position also contributes to the development and implementation of organizational strategies, policies and practices. Job specifications. The Country Manager will work to improve the operational systems, processes and policies in support of organizations mission?specifically, support better management reporting, information flow and management, business process and organizational planning. He should also manage and increase the effectiveness and efficiency of all departments through improvements to each function as well as ordination and communication between support and business functions.
He plays a significant role in long-term planning, including an initiative geared toward operational excellence. The Country Manager also oversees overall financial management, planning, systems and controls and handles the management of the company budget in coordination with the Accountant. The Country Manager will be in charge of payroll management, including tabulation of accrued employee benefits and will attend regular meetings with the Shared Services Manager around fiscal planning. He should also supervise and coach team leaders on a weekly basis. Executive Assistant/Administrative Assistant.
The Executive Assistant/Administrative Assistant is responsible for carrying out the daily activities of the executive office to deliver an excellent staff experience while providing secretarial support, managing the mail, and carrying out filing. The Executive Assistant/Administrative Assistant provides high-level administrative support by conducting research, preparing statistical reports, handling information requests, and performing clerical functions such as preparing correspondence, receiving visitors, arranging conference calls, and scheduling meetings. May also train and supervise lower-level clerical staff.
Job specifications. The Executive Assistant/Administrative Assistant will be in charge of managing the day-to-day operations of the office; organizing and maintaining files and records; planning and scheduling meetings and appointments; managing projects and conducting research; preparing and editing correspondence, reports, and presentations; making travel and guest arrangements; and providing quality customer service. IT Operations Technician. IT Operations Technicians perform administrative duties and other functions that alp streamline the daily business operations of an organization.
IT Operations Technicians work with their team leader and other personnel to help keep businesses running smoothly. 10 Job specifications. The IT Operations Technicians maintain local inventory and software licenses, monitors for security compliance in accordance with company protocols, maintain all systems documentation such as warranty information, telephony system user guides and more, install, maintain, repair and replace IT hardware and software, monitors data backups in offices to ensure business continuity in the event of a disaster or reward failure.
IT Operations Team Leader The IT Operations Team Leader is responsible for all of the planning, implementation, maintenance and repair of an information technology system including the management of IT personnel. Job description. The IT Operations Team Leader ensures the efficiency and cost-effectiveness of the IT systems. They ensure that their team is correctly following procedures and processes and that maintenance and operations is done on a timely basis. Rivers related network to ensure availability of services to authorized users. Junior Systems Administrator. The Junior Systems Administrator will assist the Systems Administrator in his day to day tasks and responsibilities. Programmer. The Programmer creates and modifies computer programs by converting project requirements into code. 11 The Programmer will create software and applications for the company or the clients’ business purposes according to the specifications, depending on the programmer’s expertise. Job specifications.
The Programmer confirms project requirements by reviewing program objective, input data, and output requirements with analyst, supervisor, and client; arranges reject requirements in programming sequence by analyzing requirements; preparing a work flow chart and diagram using knowledge of computer capabilities, subject matter, programming language, and logic; encodes project requirements by converting work flow information into computer language; programs the computer by entering coded information; confirms program operation by conducting tests; modifying program sequence and/or codes; prepares reference for users by writing operating instructions; maintains historical records by documenting program development and revisions; maintains client confidence and protects operations by peeping information confidential; ensures operation of equipment by following manufacturer’s instructions; troubleshooting malfunctions; calling for repairs; and evaluating new equipment and techniques. Offshore Manager.
The Offshore Manager has a similar Job description and Job specifications as the Country Manager, but is only applicable to his specific department. The Offshore Manager reports to the Country Manager. Recruitment Consultant. The Recruitment Consultant interviews applicants to determine their Job requirements and suitability for particular Jobs, assess their training needs and help employers to find suitable staff. Job description. 12 Recruitment Consultants attract candidates by drafting advertising copy for use in a wide range of media, as well as by networking, headhunting and through referrals. Them to their clients. Consultants also provide advice to both clients and candidates on salary levels, training requirements and career opportunities. Job specifications.
The Recruitment Consultant will be involved in using sales, business development, marketing techniques and networking in order to attract business from client companies; visiting clients to build and develop relationships; developing a good understanding of client companies, their industry, what they do and their work culture and environment; advertising vacancies by drafting and placing adverts in a wide range of media, for example newspapers, websites, magazines; using social media to advertise positions, attract candidates and build relationships with candidates and employers; headhunting – identifying and approaching suitable candidates who may already be in work; using candidate databases to match the right person to the client’s vacancy; receiving and reviewing applications, managing interviews and tests and creating a shortlist of candidates for the client; requesting preferences and checking the suitability of applicants before submitting their details to the client; briefing the candidate about the responsibilities, salary and benefits of the Job in question; preparing C.v. and correspondence to forward to clients in respect of suitable applicants; organizing interviews for candidates as requested by the client; informing candidates about the results of their interviews; negotiating pay and salary rates and finalizing arrangements between client and candidates; offering advice to both clients and candidates on pay rates, training and career progression; irking towards and exceeding targets that may relate to the number of candidates placed, a value to be billed to clients or business leads generated; reviewing recruitment policies to ensure effectiveness of selection techniques and recruitment programs. Reports Analyst. 3 Reports analysts develop systems and standards for business reports. They must be experts in data management and software engineering and be able to coordinate effectively with the needs of multiple departments. Job description Reports analysts examine the unique needs and concerns of a business to develop relevant practices and procedures for preparing business reports. This includes creating and maintaining efficient and secure systems for recording data and producing relevant documentation. Reports analysts also train workers in the use of these systems, teaching them to prepare reports and properly utilize report data. Job specifications.
The Reports Analyst examines and evaluates purpose and content of business reports to develop new, or improve existing format, use, and control; reviews reports to determine basic characteristics, such as origin and report flow, format, frequency, distribution and purpose or function of report; confers with persons originating, middling, processing, or receiving reports to identify problems and to gather operating practices, records retention schedules, and office equipment layout; recommends establishment of new or modified reporting methods and procedures to improve report content and completeness of information; prepares and issues instructions concerning generation, completion, and distribution of reports according to new or revised practices, procedures, or policies of reports management. Sales Associate. Sales associates provide fast, friendly service by actively seeking out customers to assess their needs and provide assistance. Sales associates have an emphasis on department and product knowledge, providing information on product features, and knowing related items to sell a specific product or service. Job description. 14 Sales associates require excellent communication abilities, superb customer service and the ability to count, read and write different documents.
The Sales Associate will be tasked to identify prospects from the database provided by the company; calls prospective customers by operating telephone equipment, automatic dialing systems, and other telecommunications technologies; influences customers to buy products and services by following a prepared sales talk to give service and product information and price quotations; completes orders by recording names, addresses, and purchases; referring orders for filling; secures information by completing data base backups. Sales Support. People that work in Sales Support will undertake administration and other office duties that leave the sales team free to focus on the busy business of selling. Job description.
Employees in Sales Support will do daily administration tasks and after-sales activities to allow the sales team to continue to sell without having to interrupt their ark. Job specifications. Sales Support are in charge of processing new sales leads, managing the correspondence between the sales team and their clients, monitoring customer accounts, providing data and reports to help the sales team, keeping track of sales targets, answering phone calls and inquiries and appointment setting. Service Desk Analyst. The Service Desk Analyst provides first line of support to users and escalate to where necessary. Job description. 15 internal staff.
The Service Desk Analyst will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of IT problems, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role. Job specifications. The Service Desk Analyst will take on tasks like logging, validating and diagnosing customer issues, on the full range of products and applications provided to the customer; providing the customer with a solution through information gathering, analytical troubleshooting and problem research, or to route or escalate the call to the appropriate resolution group.
The Service Desk Analyst will also take on escalation and management of calls to agreed service levels and will need to be expensive to clients while following the principles and procedures of the quality management system. They will also need to identify and analyze problems and suggest improvements identified in their own area of responsibility and implementing those with a recognized business benefit. Service Desk Team Leader. The Service Desk Team Leader will be the supervisor in charge of a team of Service Desk Analysts. The Service Desk Team Leader will manage the performance of services to customers and ensure that service levels are achieved in line with contracts. The team leader will also ensure that customer expectations are met or exceeded.
The Service Desk Team Leader will be ultimately responsible for ownership of all customers incidents or logged service requests; track the incidents to conclusion in line with Service Level Agreements (Slash) and quality standards; manage critical customers incidents, associated to customer 16 communication, activities and any appropriate escalations; provide information about incidents analysis and Key Performance Indicators (Kips); build services relationship with customers and conduct service reviews for key customers; review performance reports, service improvements, service quality and processes; and provide management and performance reports. The Systems Administrator is responsible for effective provisioning, installation/ configuration, operation, and maintenance of systems hardware and software and related infrastructure. Job description. The Systems Administrator participates in technical research and development to enable continuing innovation within the infrastructure. He ensures that system hardware, operating systems, software systems, and related procedures adhere to organizational values. Job specifications. The Systems Administrator will be in charge of engineering of solutions for various