Rachel Humperson, Interim HRD at Action for Children, explains how personalising profiles leads to a more profitable performance.

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Personalising Profiles = Profitable Performance
Rachel Humpherson
Founder & MD, SkyeLark HR Consulting Ltd

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The Story
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Engagement high... Service patchy
@RJHumpherson

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The Results
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Leader
Customer
Business
Candidate

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5 Core Principles
• Understand the ‘whole’ of the individual
• Connect individual motivations to business needs
• Develop profiles cognisant with what good looks like
• Create assessment with <80% suitability match
• Measure tangible impact
@RJHumpherson

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Personalising the Profile
@RJHumpherson
Intellect
Values
Motivations
Behaviours
Experience
75%
25%
Hard to change
Easy to change
It’s all about attitude

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Personalising Behaviours & Attitude
Creating Empathy
How well an individual is able to build relationships and listen and
understand situations from another person’s viewpoint.
Building Confidence
The ability to be decisive and to build morale in others. Employee, client and market
confidence in the business ability to succeed.
Making It Happen
Improving Performance
The ability to build a plan and deliver against it. Taking action and removing
blockers/barriers so that others can take action. People confidently go beyond the
realms of their formal responsibilities to achieve,
The ability to appropriately measure and monitor performance. Goals are stretching.
Balanced performance metrics are used to manage profitability, client satisfaction,
employee capability and business efficiency.

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Who are our new people?
Our best people
Claims Handlers Customer Manager

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Recruitment & Selection
Will test if someone has the right values, motivations and behaviours to deliver Brilliant Service
•Telephone Behavioural Screening (NEW)
Stage 1
Screening
•Career Anchor Questionnaire (NEW)
Stage 2
Motivation Test
•REAL PLAY (based on actual RSA
situations) (NEW)
•Behavioural interview
Stage 3
Assessments
•Hire and onboard into Business (NEW)
Stage 4
Decision
NEW PROCESS

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We’re building a consistent approach to onboarding and inducting new employees, highlighting the importance of
Brilliant Service and a “Think Customer First” philosophy.
Onboarding & Induction
•Step by Step Guide to onboarding a new starterLine Manager Guide
•Step by Step Guide to becoming a buddy to a new starterBuddy Guide
•Consistent online induction module for all new startersE-welcome
•Consistent online module for all new starters explaining what BS means
in RSA
Brilliant Service Module

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Reflections
• Connecting
@RJHumpherson

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