Recruitment Centre of Excellence

L I V I A NO L ACCH I A

S E P T E M B E R 2 0 1 1

ContentI. Who are We

II. Vision & Strategy - Recruitment Centre of Excellence (COE)

III. The Way Forward

IV. Shared Services Charter

V. Critical Path

I. Assumptions, Considerations, Risk Ledger & Mitigation SolutionsI. Assumptions, Considerations, Risk Ledger & Mitigation Solutions

VI. Organisation

I. Structure, Rationale, Assumptions, Scope of Services

VII. Activation Plan

VIII. Recruitment Process

I. Responsibility, Position (Creation, Recruitment & On Boarding ) & Business Process

IX. Internal Mobility

X. Communication

XI. Results to Date

Who Are We

• Galaxy Entertainment Group (“GEG”), one of Asia’s leading developers and

operators of integrated entertainment and resort facilities

• Currently, GEG owns and operates:

I. StarWorld Hotel and Casino – a luxury 5-star property on the Macau I. StarWorld Hotel and Casino – a luxury 5-star property on the Macau

peninsula

II. Four City Club casinos in Macau

III. Galaxy Macau™ - Macau the city's first truly Asian-centric and fully-

integrated resort destination

• Our GEG “World Class, Asian Heart” Service Program was designed to

support our Mission, Vision and Values:

Who Are We

Vision & Strategy• Develop the Recruitment Centre of Excellence (COE) for Galaxy

Entertainment Group (GEG) and become the organisation’s:

I. Shared Service for all GEG businesses

II. Specialist for general recruitment for the Group

III. To develop into a centre of excellence across all the business’ of the III. To develop into a centre of excellence across all the business’ of the

organisation

IV. To ensure Account Management accountability for all Galaxy

Entertainment Group’s business units & partners

Shared Services Charter

The Way Forward

A Full Service Approach

1 2 3 4 5 6

Organisation

Plan

Attraction Sourcing Screening &

Selection

On Boarding Training &

Simulation

Input What How Scope of Services Training

Organisation

The Way Forward - COE1 2 3

Organisation Plan Attraction Sourcing

•Organisation Structure

•Job Descriptions & Profiles –

(critical success factors)

•Development of the Critical path &

•Branding & Employer Value

Proposition (EVP)

•What are the hygiene ones

•What are the ones that are

unique

•Targeting

•Use of success factors

•Develop & manage internal

mobility strategy•Development of the Critical path &

project plan

•Develop recruitment process

•Agree Pre & Post-Project structure

•Develop and agree on Metrics & KPI

•Shared Services Charter

•Advertising Campaign

•Comp & Ben

•Channel Strategy

•Physical presence

•On line capability

mobility strategy

•Community activity

•Government Relationships

•Partnership Development

4 5 6

Screening & Selection On Boarding Training & Simulation

•Recruitment Process rolled out

•Buy in of the business units & the

modus operandi

•Mass Contract Process & On

boarding process

•Individual Contract Process & On

boarding process

•Detailed Pre-Opening Training

plan by organisation & business

unit

•Logistics of Training (where, how

The Way Forward - COE

•Assessment of Candidates

•Reporting Requirements

boarding process

•Accommodation for colleagues

•Employee Transportation

•THE 1ST DAY

•Logistics of Training (where, how

many & when)

•Detailed simulation plan

Shared Services Charter

Servicing & Buy In from your Customer

• Business Area Approach

I. Objectives

II. Scope

• Plan• Plan

I. Deliverables

II. Assumptions

III. Dependencies

IV. Risk management – mitigation strategy and tactics

• Implementation

• Modus Operandi – Operating Methodology

• Service Level Agreement

• Budgets

Critical Path

• Ensuring the detailed work plan

• Ensuring dependencies and interdependencies are mapped out

• Ensuring assumptions, timelines deliverables & considerations are • Ensuring assumptions, timelines deliverables & considerations are

mapped into the company wide plan – it is not an independent plan

Organisation

Structure

Scope of Services

Recruitment Team Structure & Ratios

• Creation of the teams

I. Resilience - facilitating the change

II. Identifying the “FITTEST” of talent

• Subject Matter Expertise• Subject Matter Expertise

• Peaks & Troughs

• Ratios:

I. Hires per team member

II. Drop out rates

III. Homogeneous roles versus specialized roles

IV. Turnover

Scope Of Service

• Talent Attraction

• Talent Sourcing

- Determining and working all recruitment channels:

I. Online Capability

II. Integration into 3rd party digital channels (Professional II. Integration into 3rd party digital channels (Professional

& Social)

III. Universities

IV. Agencies

V. Govt. Agencies. & Affiliates

VI. NGOs (e.g. Macau Youth Association)

VII. Chambers

VIII. Recruitment Agencies and Search firms

• Interviewing, Hiring, Assessment & Testing of Talent

• Research Capability

• Partnering – It is a mind set:

Scope Of Service

• Partnering – It is a mind set:

I. Internal - Account Management & Functional Responsibility

II. External

• On Boarding

I. Ensure efficient & effective contract process

II. Ensure the arrival & settlement of all expatriate staff

III. Ensure candidates turn up “RIGHT” for 1st day of training/work

Scope Of Service

• Candidate Care responsibility

I. Transition from Recruitment to the rest of the Organization

• Internal Mobility

– Planning for internal recruitment, including the buy in of all key

stakeholders

– Management of the process in terms of:

I. Movement of transferees

II. Recruitment plan for replacement

Scope Of Service

II. Recruitment plan for replacement

III. Logistical management (Physical & Legal)

• Account Management & Functional Responsibility

– There will be property specific focus/account management as well as line

of business focus and capability

– Generic roles need to be approached company wide

Activation PlanActivation Plan

This is a CHANGE!

• Briefing of all Stake Holders:

I. Presentations, 1 on 1 meetings to be arranged

• Official Announcements

• Transitional Plan

• What will be the impact on current business and service levels

• What are you quick WINS to make the right impression

Recruitment Process

• This is not a stand alone process:

I. How does it integrate company wide

II. Does it enhance the Candidate experience

III. Does it enhance the value to the Business

Recruitment Process

• Think about effectiveness as well as efficiencies

• Think about the impact it makes on the culture of your company

and does it enhance it

Internal Mobility

Internal Transfers

Internal Career Opportunity is a subset of Retention Policy & Actions

Contract (External)

• Bringing talent into the organisation

• Communication

Partnership (Internal)

• Communication

• Assistance

• Consistent Decision Making

Relationship (Internal)

• News before it is News

• Trusting Environment

Internal Career Opportunity

Cross

Company

Committee

Manning Level & Career

Training (integration Career

Opportunity plan

Applicability of Candidates

Timing of transfers

(integration with T&D)

Communication

Reporting & Action Metrics

• Tactical

– Efficiency/Diagnostic – Cost

– Channel effectiveness – Source of candidates

– Recruiting results – No. of hires

– Cause/Identification – Reasons for acceptance

– Satisfaction Levels – Hiring Managers & Candidates– Satisfaction Levels – Hiring Managers & Candidates

• Strategic

– Predictive metrics – Alerts/smoke detectors; this provides a heads up and initial trends if taken further would cause disruption

– Cost/Revenue impact – Hiring of inappropriate business development people

Results to Date• Over 92,000 Applications received

• Over 57,000 Candidates visited our Recruitment Centre in Macau (200 per

day)

• Over 200 Local Recruitment Events conducted across all business units since

May 2010

• Over 200 Recruitment Media Placements since May 2010• Over 200 Recruitment Media Placements since May 2010

• Over 10,000 Interviews conducted in the following countries:

– China- across 6 cities

– Hong Kong

– Vietnam

– Taiwan

– Malaysia

– Philippines

– Nepal

GEG Recruitment Center

Accommodate200 candidates per day

Government & Government

Subsidised Associations

Online Application

Received 92,166 successful job applications through recruitment system which is launched on 1 Oct 2010

Creating our World Class Asian Heart Team

By Connecting with the People

GEG

ConnectsUniversity Connect

Media Campaign

- Radio

- Billboard

- Advertisement

- Social Media

Recruitment Partners

Community Events

Page 27

It is all about the Connection

• Our approach is not so much how we recruit but how we connect with

people

• Connecting with people is through communicating clearly and distinctively

with all facets of society within Macau and with targeted talent outside of

MacauMacau

• Communicating successfully with people is ensuring that our message is

something people can identify with

• For GEG it is about people coming along on this Fantastic Journey that has

only just begun with the opening of Galaxy Macau™ resort in May of this

year

Elements

• Vision & Strategy

• The Continuous Refinement & Revision of Strategy & Process

• The Charter

• Organizational Pliability

• Robust Processes are the Foundation