Issue 1
SNB has less than 14% retention of its employees for the past five years. For the company to solve its personnel shortage and retain its culture of promoting its branch managers internally, they should find techniques for retaining the best employees. There are many reasons for turnover such as when there is a loss of confidence and trust with senior leaders. It may occur due to a mismatch between the person and job, a work-life imbalance, when there are little feedback and coaching, few advancement and growth opportunities, or when they felt unrecognized and devalued (Gatewood, Feild, & Barrick, 2015). There are techniques for retaining employees such as training which allows them to understand their job requirements while enforcing their sense of value. Mentoring offers a structured mechanism for building a relationship between the employees and the organization. Instilling a positive culture such as teamwork, excellence, respect, and hard work will assist in attracting and retaining the top talent. SNB should also use communication to build credibility because employees desire to work in a company where the employee listens and values their input. The company can also offer growth opportunities, show appreciation through benefits and compensation, and build confidence and trust with the senior management.
Issue 2
To improve the customer service in the company to its previous standards, SNB should be ready to make various significant changes. Quality customer service should be a companywide value and all employees from the janitor to the CEO should have “people” skills. The company should ensure there is consistent communication in all areas of the company so that all employees have an easier time distributing and sharing information (Weekley & Ployhart, 2013). The organization should consider removing anonymity in their customer service. Customers are more likely to feel looked after and safe is the customer service is transparent and down to earth. Furthermore, the customer service should always be available to its clients. The customer service should be ready to make knowledge accessible regarding all the products and services offered by the company. The company should boost their social media presence. People often discuss their recent experiences and purchases on Twitter and Facebook. The company can utilize the conversation to develop a personal touch with their employees. SNB can also use online reviews to collect feedback and respond to customer queries. However, the company should be strategic when using online reviews and social media because it can either build or destroy their brand image (Veluchamy & Krishnan, 2016).
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Issue 3
The first step in solving the legal suit should be evaluating the selection tools that were used in selecting the tellers. They should have a comprehensive analysis of the job overview of every angle of the position, job expectations, technology, education, and technology. The second step will be analyzing the lady’s application and coming up with valid reasons for her failure to be selected. If she was fully qualified and was unfairly treated, the company may decide to employ her. However, if she did not meet the requirements, the company should communicate or give reasons why she was not successful. To avoid future problems in the selection process, the company should consider hiring manager relations, having a job candidature engagement, selection assessment, relationship management, streamlining, and having recruitment metrics (Borodai, 2017). Every interaction and conversation with a candidate acts as a chance to disengage or engage the person and establish a negative or positive perception of the selection process and organization. Furthermore, the company should stay in touch with the potential candidates while creating relationships and improving the recruitment process and candidate network for future positions. Ultimately, SNB should analyze the selection process and determine whether they meet the industry standards.
References
Borodai, V. (2017). Crowd recruiting as the competence assessment of applicants service company. International Scientific Review , (1), 46-47.
Gatewood, R., Feild, H. S., & Barrick, M. (2015). Human resource selection . Nelson Education.
Veluchamy, R., & Krishnan, A. R. (2016). Talent Management Pattern for Human Resource Professionals using Fuzzy Relational Maps (FRM). International Journal of Applied Engineering Research , 11 (1), 564-72.
Weekley, J. A., & Ployhart, R. E. (Eds.). (2013). Situational judgment tests: Theory, measurement, and application . Psychology Press.
