Streamline the recruitment process for a more effective & quickly
Problem to solve
In the context of an insurance company, the turnover rate of the sales team fluctuates relatively high, leading to high recruitment demand. While the recruitment process at that time was still manual, used a lot of paper, and did not meet the fast-growing needs of the business.
(Besides the new wave of the Covid-19 pandemic coming then, we need to process everything online, keep less effort but still be effective).
Solution
We built a recruitment platform to digitalize the entire recruitment process from approach to on-board a candidate. And we also fully integrated core systems for online application submission (eSubmission).
My role
With quite a challenging context at that time, I had to play many roles, including Project Manager cum BA Lead and Product Owner. For my team, this was not only a particular digital product about recruitment but also a timely solution to help operate the business during the Covid-19 pandemic.
I worked with stakeholders (from sales, legal team, agent management, & KPI/ compensation team) to design a straight-through recruitment process without paper-based steps but still ensure compliance with the recruitment regulations of the Ministry of Finance which is applied for the life insurance industry.
In addition, I connected very profoundly with the operation of the development team to ensure everybody was on the same page and the quality delivered met the stakeholders’ expectations. I organized a group of 2 Mobile dev, 1 Web dev, 2 Back-end dev, 3 QC, and 2 Business Analyst to implement the idea.
It was a difficult mission to realize the eSubmission recruitment process at that time because no one was in charge of the core system. Almost all the rules and logic were very vague and difficult to learn. Besides, the recruitment criteria from the company are very flexible and vary significantly by many parameters. We have to run and test a lot of scenarios to make sure everything is covered.
We worked hard for 3.5 months to roll out the first MVP and continuously improved the missing scenarios.
In the spirit of agile work, we have minimized most of the usual FS documents and only focused on documenting the scenarios and complex recruitment logic. However, I still ensure everyone understands the same direction for the most basic features by using images & diagrams as much as possible to express ideas instead of boring text.
I collaborated with UX Group to measure user experience via touchpoints in the customer journey map (I’ll mention more detail later on)
Some of the working materials.
Product
This product is designed for tablet & web platforms, with the following main features:
Your candidates
Get a real-time view of the current recruitment & selection process for each candidate.
Recruitment Toolkits
We provide the most effective recruitment tools in a storytelling style, then stimulate candidate demand (tested by users with positive recruitment results)
Pipeline Tracking
Track every step of approaching candidates in real time.
Regarding the recruitment process, the office admin can flexibly customize the number of rounds or interviewers for each office by configuring the sales hierarchy.
The interviewer can also set online meetings via Zoom from the Web platform.
eSubmission
Build the online candidate profile, including information and scanned documents.
We offered the Facial Recognition feature to confirm the candidate’s identity by matching their face from digital images with scanned documents.
To optimize input time, we support the OCR feature for users to quickly and easily input data from documents.
“Double-check” Gate
For quality assurance & audit purposes, we supported add-on features for the Agency Management team to random check the submitted documents.
Key takeaways
1/ We processed +1.5k e-application/ month.
2/ And achieved an average quarterly adoption rate of 95.9% for Q4’21, 98.4% for Q1’22, 91.7% for Q2’22, and 99.5% for Q3’22, respectively.
(compared to the quarterly KPI target of 90%)
3/ In terms of User Experience, we are not doing good with the first MVP after measuring the user experience according to the Customer Journey Map below and interviewing many end-users.
We started to revise the process, review the usability elements of the product, and re-launch the upgrade after 1 month since it first launched & everything is getting better now.
4/ We helped shorten the time to recruit a new candidate from 5 days to 3.5 days from approaching to being issued an agent code.
5/ We helped to save US$ 296,075 out of US$ 612,658 for the budget to build this product by saying no to the “nice to have” features and focusing 100% efforts on the core process that deliver direct value to end-users.
“No doubt to me that you’ve shown your capabilities playing the PM/BA role. You’ve done really well so far and I strongly believe you will do better next year with this momentum. Great job!”
Freddy Dinh, Head of Agency Transformation
“Thank you for making eSubmission possible. It is a collaborative effort that could not be achieved without any of us. Let’s keep moving toward a better process and experience for both our sales team & back-end users in 2022.”
Duc Hoang, Sales Team/ Business Owner
