Boutique Build Australia
Human Resources Service Level Agreement
Overview
The purpose of this Service level agreement is to define the services that will be provided in relation to employee relations advice and recruitment assistance to managers, supervisors and staff.
Service Specifications
The designated human resources team at Boutique Build Australia will provide advice, assistance and support on the implementation of the organisation’s human resources policies and procedures in relation to employee relations and selection and recruitment activities.
This aligns to our corporate goal to “attract and develop highly motivated, customer oriented staff”.
Recruitment and selection activities
Upon receiving the request for recruitment, the human resources team member will contact the manager to arrange a time to discuss the specific recruitment needs. This includes determining:
- the specific requirements of the position (via the completion of a recruitment needs assessment questionnaire)
- the length of tenure for the position (i.e. permanent, short term or longer-term contract, temporary?)
- the most effective method of recruitment (i.e. via advertising in media, the internet or other forms?)
- the timeframe for the recruitment and selection activity
- who will be involved in the selection process for the position
Once these have been determined, the human resources team member will:
- draft the job description or job recruitment document for the manager to approve
- organise the advertising of the position
- be a contact point for the receipt of applications
- provide assistance and advice to the selection panel which may include:
- the initial shortlisting of applications
- arranging interview appointments for shortlisted applicants
- organising venues for interviews
- administrative support during and after the interview process (e.g. drafting a written selection report if required, reference checking of applicants, advising unsuccessful applicants in writing etc).
Performance Standards
Performance standards include:
The human resources team will ensure that the advice provided is accurate, up-to-date, and in line with the organisation’s strategic direction, policies and procedures.
The human resources team will ensure that they approach each issue with a view to providing a range of solutions to assist the supervisor or managers make informed decisions.
The human resources team leader will attend all management meetings to provide updates and information on human resources issues to managers and supervisors, and be available to provide human resources perspectives.
The human resources team will ensure that all enquiries are handled promptly in accordance with the organisation’s human resources service standards (i.e. initial contact with client within 24 hours of receipt of enquiry). For more complex enquiries, each will be handled on a case-by-case basis which is to be negotiated with the client in the initial contact.
The human resources team will provide on request a range of statistical information to Managers in regard to human resources services undertaken (e.g. Recruitment application statistics).
The human resources team will ensure that all activities associated with recruitment are actioned in the following timelines.
| Activity | Detail | Responsibility | SLA target |
| Advertising | On receipt of completion position description template and approval form, post job advertisement on relevant advertising forum | HR Team | Within 2 days of receipt of position description template and approval form |
| Shortlisting | Compile applications for review and forward to line manager | HR Team | Within 1 day of closing date of application |
| Shortlist applications and return to HR | Line Manager | Within 3 days of receipt of applications | |
| Candidates contacted | Inform successful and unsuccessful candidates | HR Manager | Within 1 day of receiving shortlist |
Client (Manager) Responsibilities
The client undertakes to:
- ensure their appropriate staff are available to meet with the human resources team in order to progress particular issues raised or specific activities within agreed time frames
- provide the human resources team with sufficient information in order to assist with the progression/resolution of issues
- be responsible for any financial costs associated with activities the human resources team undertakes on behalf of the client, including advertising costs and the use of other specific recruitment tools (e.g. behavioural profiling).
Monitoring and Review
The manager of the human resources team will meet on a bi-monthly basis with the Managers to gain general feedback on the service the human resources team is providing to the managers and supervisors, as well as to review the current SLA.
The manager of the human resources team will collate statistical information relating to the level and frequency of this service provided for discussion at the designated bi-monthly meetings.
Managers will immediately contact the manager of the human resources team if he/she has any issues that need to be discussed in terms of this SLA.
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