The Client
A large and historical financial institution which provides a broad range of personal and commercial financial services.
Since partnering in 2013, Cpl’s Talent Evolution Group and this financial services client’s relationship has growntenfold. What initially started as a Managed Service Provider (MSP) offering for the acquisition and management of 50 new employees has expanded to the acquisition and management of over 700temporary and contract workers on a daily basis.
This enterprise MSP has grown from an end-to-end customer support role-oriented MSP to now include positions across the institution, from technology contractors to human resources (HR), and specialised finance roles.
The Talent Evolution Group’s focus on the ‘quality of hire’ is a key reason this client relationship has grown over the last 10 years. Many of our contingent hires go on to become full-time employees, a testament to quality of our processes, screening, and in-depth alignment with our client's needs.
Client’s Challenge
As the world of financial services evolves, so do the staffing needs of large multinational institutions. Many financial service providers have found themselves switching focus to online and phone services, to better meet customer needs. To help address the talent needs behind these new services, our client reached out for expert advice from Cpl’s Talent Evolution Group team. Their main challenges were:
Filling contact centre and additional support roles
Reducing the time spent on resourcing, interviewing, and training
Ensuring robust governance and compliance, including background checks, were to standard
Aligning with a partner with scalability capabilities, who could cater to evolving needs
Engagement and management of a temporary workforce, including the provision of payroll services
Maintaining workforce flexibility while reducing employee attrition
Client Journey
Starting in 2013, with a contingent workforce of 50, this MSP has grown to an average workforce of 700 in 2023. Depending on client projects, we hire between 30 to 100 temporary staff every month. As the relationship and trust between the two parties grew, so did the needs of the MSP and the integration between the provider and client. For example, Cpl’s Talent Evolution Group team, provides in-depth background checks for employees and handles all aspects of payroll.
The clientsees contingent talent as their own, and we work in partnership on talent goals such as Diversity, Equity, and Inclusion (DEI). Cpl’s Talent Evolution Group ensures a best-in-class DEI focus, from talent attraction through the entire recruitment process, utilising data capture to inform and improve these initiatives.
One of the main focuses of the MSP is uality of hire. This focus is evidenced by the fact that nearly 400 people moved from the MSP to permanent positions with the client in 2022 alone. Additionally, we manage the early-stage processes for recruitment, with the client only