Fifth HR Summit

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5th HR Summit at IIM Rohtak- Attracting and Managing Talent in Service Sector Organisations




Service sector organisations have evolved over the decades and undergone significant changes amidst the competitive landscape of business environment. Many of them are credited with providing employment opportunities to the young graduating population and continued to perform well with both domestic and international portfolios. The special attention and focus on the treatment of human capital of these performing enterprises have immensely contributed to their success story. The 5th HR Summit was organized on 13 September to answer questions of how to attract, nurture and retain talent, as well as the competencies required for service delivery and excellence. The day-long event was an engaging and learning one for the students, as four panels comprising of entrepreneurs and stalwarts from the corporate arena discussed ideas on engaging the present workforce.

The first panel provided insights on the critical behavioural attributes that service sector organisations look for while hiring new employees, and the major sourcing options in light of the social networking age. The speakers for the panel were Mr Manmohan Bhutani (VP-HR, Fiserv), Ms Surbhi Dewan (VP-HR, Delhivery), Ms Vasudhara Srivastava (GM-HR, Quatrro) and Mr Subhankar Ghosh (Head-HR, Muthoot Fincorp. Ltd). Ms Surbhi Dewan said, “Recruiters are brand evangelists. It is not about retaining talent but also about attracting talent”. Mr Bhutani pointed out that “Quality of hire is becoming very critical and it takes time to measure, thus it becomes important to do so properly”.

The next panel discussion, on the topic “Challenges in successful implementation of effective Performance Appraisal Systems”, was attended by Mr Arun David (VP-HR, Volvo Eicher), Mr Udoay Kumar Ghosh (Manager-HR, G-Hanz), Mr Venkatadri Rao (Head-HR, Shriramlife) and Professor P Rameshan ( Former Director, IIM Rohtak). Mr David talked of how Performance management systems include identification of tasks and defining and developing competencies. Mr Rao was of the opinion that it is very important to communicate the organisational goals to the lowest level of employees. He also said that, “HR plays an important role in moderating and bringing internal parity”. Mr. Ghosh shared from his vast overseas experience on handling and communicating different performance problems to the employees from time to time. Prof. P. Rameshan pointed out the need for integrating individual and team performances at the organizational level along with emphasizing the counselling and feedback sharing.

The third panel of the Summit focused on addressing the training needs of service sector employees. The eminent panelists were Mr Lachi Reddy (Head-HR, Shantha Biotech), Mr Samar Srivastava (Sr. VP-HR, Jet Airways), Ms Parul Sawhney (Head-HR, Emkor), Mr Sahiel Khurana (VP-HR, imax technology) and Mr Kaustabh Bhadbhade (Sr. Manager-HR, Persistent). Mr Khurana said that training needs can only be satisfied by first figuring out what exact skills are required to move forward and then imparting those to the employees. Mr Bhadbhade said that, “Many times it is the responsibility of the organization to help employees recognize their career path”. The panel concluded that employees should challenge themselves, remain motivated and identify their training needs so that they can move to the next level of responsibility.

The fourth and last panel discussed the issues that arise in employee engagement. The panel comprised of some very well-known corporate executives, including Mr Paul Thakurdas (Director-HR, SAP), Mr Binayak Bagchi (Director-HR, Covidien Healthcare), Mr Amit Babbar (Lead-TA, Ameriprise), Mr Ankush I Mendiratta (Director-HR, Acrotrend), Mr Gagandeep Singh (Manager-HR, and Mr Suresh Tiwari (Founder, Corporate Spectrum). Mr Thakurdas said that, “The three elements of employee engagement are- connection at intellectual, emotional and behavioral level”. Mr Mendiratta opined that the biggest responsibility for keeping employees motivated and engaged lies with front-line managers. The panel concluded that for motivation a person needs autonomy, mastery and connectivity to purpose. They also discussed the need of customised programs for employee engagement.

The Fifth HR summit came to a successful end with insightful and thought-provoking discussions by the assembled eminent panelists. The summit threw light on how service sector companies manage talent and brought a deeper understanding for the participants.