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1. Creative Solutions for Overhauling
Recruitment Processes: Power of Change
Jennifer Shappley
Senior Director, Talent Acquisition
@JennShappley
Melissa Miller
Director, Talent Acquisition
@melmiller1971

2. About Express Scripts

4. DRUG CHOICES
 Most affordable
& clinically
appropriate

PHARMACY
CHOICES
Home delivery
& other lowercost
alternatives

HEALTH
CHOICES
Increasing
patient
adherence
Source: Express Scripts Drug Trend
Report, 2012

5. Talent Acquisition team structure
Sr Director, Talent
Acquisition
Corporate Recruiting
Operations Recruiting
70+ team
members
Executive Recruiting
Centralized
reporting
structure
Social
Media, Branding, Campus
Recruiting
Military & Diversity
Recruitment Programs
Average
TTF =
24 days

6. Where we were….
Our Challenge
Our Opportunity
Express Scripts was in the
midst of a large
acquisition, more than doubling
the size of the company
Leverage the change to take a
fresh look at the recruiting
process
Would need to quickly integrate
2 TA teams with different
models and different metrics
Create a new process that
would build on both legacy
teams & align skill sets of
recruiters
Improve Candidate, Recruiter
& Hiring Manager experience –
while returning savings to the
company
Focus on continuous
improvement and enhancing
systems
Develop and drive unified
employment brand in the
market
Create new marketing strategy
resulting in a consistent
candidate experience

7. CRM use across
teams
Recruiter skill set
alignment
Change
Drivers
ATS and
application
process
Branding &
Advertising
Overhaul

8. Building CRM into the recruiting process
 Expanded licenses to cover combined
TA team
 Established training program and subject
matter experts within the group
 Prioritized pipelines for 16 frequently filled
positions and “critical roles” defined by the
business
 Update scorecards to reflect pipelining
metrics
8

9. Recruiter Competency Review
Update
Hiring
Profiles
Improved
Recruiting
Talent
Up-skilling
Recruiters

10. ATS enhancements
• Quickly assessed both systems and decided to go out for RFP
• Used the change as a catalyst to improve process and select new
system
Reduced
steps in
recruiting
process
Provided
more
transparency
to
candidates
throughout
hiring
process
Tighter
integrations
with other 3rd
party
vendors
Aligned and
automated
approval
paths

11. Drive Advertising strategy enterprise-wide
BEFORE
11
AFTER

12. What Happened…
30% Increase in Applications
29%
Improvement
in TTF for one
legacy org
11%
Improvement in
TTF for other
legacy org
Overall
improvement
of 17% in TTF

13. What we learned…
• Know where your recruiters are, don’t assume everyone is equally prepared
for the change
• Implement a steering committee to drive consistency and expedite decision
making constant communication.
• Share metrics & wins with the team so that they know how their work is
making a difference

14. Creative Solutions for Overhauling
Recruitment Processes: Applying Six Sigma
Shannon Levesque, AVP
Strategic Recruiting
Lisa
O’Toole, Director, Recruitin
g Operations

15. Massachusetts Mutual Life Insurance Company
 Leading mutual life insurance company that is run for the benefit of its members and
participating policy owners
 Ranked 94 in FORTUNE Magazines FORTUNE 500 (May 20, 2013)
 Financial Strength ratings are among the highest of any company in the industry
 Products: Whole life insurance, disability income insurance, long-term care
insurance, retirement/401K plan services and annuities
 Corporate Office Locations: Springfield, MA & Enfield, CT (additional hubs in
Memphis, TN, Phoenix, AZ, Boston, MA)
#intalent

16. Recruiting Team Structure – Strategic Recruiting
Sourcing Specialist
Recruiter - IT
MassMutual Employee Count: 6682
Recruiter – RS
AVP, Strategic
Recruiting
Recruiter - USIG
Positions Filled: 618
Recruiter – Corporate
CFO
Average Recruiter requisition load: 28
Recruiter (contractor)
Actuary/Risk
Recruiting Partner (2)
Recruiting Partner (3)
Director, Recruiting
Operations
HR Reception
Quality Operations
Temp support
#intalent

17. The Business Case
 Seek greater clarity around roles and responsibilities in the process
 Communicate clear expectations of hiring managers and recruiting deliverables
 Incomplete/insufficient data reporting/metrics
 Compliance error rates of 16%
 Recruiting morale at risk
#intalent

18. The Approach – Lean Six Sigma
 MassMutual focuses on continuous improvement and Lean Principles
 COE dedicated to LSS methodology with various black belt and green belt certified associates
 Business areas utilize the consultation of the COE without the need to become certified
 Little training needed; many tools fit with any area of work and can be done with an overview
and familiarity of various tools used in the methodology
#intalent

19. DMAIC
Process Phase
Phase Example
Define – What is the
problem, goal, scope, resources, timeline
Focus group interviews – where is the pain?
Measure – Data
collection, baseline, process flow
Day in the life: how do we spend our time?
Error rates operations/compliance.
Customer satisfaction surveys
Analyze – Prioritize problems, look for root
cause, detailed process maps
Uncover root causes
Identify gaps in service levels/expectations
Understand constraints
Improve – Identify, test and provide
solutions to the problems
Position approval redesign
Compliance verbiage in offer letters
Workflows and ownership of tasks shifted
Control - Sustain the gains
Control plan created for continuous
improvement
#intalent

20. Results – A Day in the Life of a Recruiter
Recruiter Activity April, 2012
Sourcing
3%
Recruiter Activity January 2013
Job Req
Offers
8%
Client
Engagement
8%
Phone
Screens/
Interviews
12%
Misc/ Admin
39%
Applicant
Review
9%
Applicant
/Manager New Hire
Feedback processing
6%
3%
Meetings/
Special
Projects
12%
Job Req
Offers
8%
Sourcing
20%
Client
Engagement
6%
Phone
Screens/
Interviews
17%
Misc/ Admin
15%
Applicant
/Manager
Feedback New Hire
8%
processing
0%
Meetings/
Special
Projects
12%
Applicant
Review
14%
#intalent

21. Results
 Job descriptions & offer letter improvements
 5 pages to 2 pages
 5 unique optional paragraphs down to one standardized paragraph
 Customer Satisfaction: Improved scores on sourcing strategy and manager feedback process
 Metrics
 Built recruiting dashboard report which highlights entire lifecycle of the recruiting process;
has gained broader application (i.e. HRBP, Diversity & Inclusion)
 Built customized compliance report to help identify issues much earlier in the process;
eliminated rework;
 Built customized report to track positions that are in the approval process
 Recruiter Morale
 For one recruiter more time spent on sourcing vs. administrative; yielded strong candidate
slate to staff new operations. Recruiter received recognition for being a real partner to the
business on such an important initiative
#intalent

22. Lessons Learned
 Don’t be afraid to insert yourself
 Give permission to NOT perform certain tasks/remove obstacles
 Challenge convention
 Metrics are only as good as the story they tell
 Communicate with all stakeholders (continuous improvement)
#intalent