A COO wears many hats. They manage daily operations and administrative functions, ensuring the company reaches its goals. But can talent strategist be added to that list?

Operations teams are connected to other departments in more ways than one would realize. These relationships provide insight that can drive talent strategies. Discover what they might look like for your company.

Operations and Talent Strategy: What’s the Connection?

Although operations teams may not interact directly with customers, they play a huge role in customer service. They oversee product quality and delivery, which heavily influences customer satisfaction, which drives a company. After all, when customers are happy, they remain loyal and recommend friends and family.

This type of insight can drive talent strategies. Once COOs grasp what’s boosting customer service, they can hire talent accordingly. They can ensure their company looks for talent dedicated to providing the values customers prioritize.

It’s Based on Communication

COOs are not always looped in on hiring decisions, and the connection may not be evident to certain companies. However, with the right approach, the communication process will run smoothly. Here’s how it may play out in your organization.

• Communication from Marketing Teams: Marketing teams are typically the first to receive customer feedback, whether through social media, email, or online reviews. They should report feedback to operations teams so they can understand what improvements can be made to boost efficiency and product quality.
• Communication with HR: Operations should then meet with HR to ensure new hires align with customer preferences. They should alert departments regarding what to look for in the hiring process. They may even be brought in to vet and interview talent before they are hired.

Developing Talent Acquisition Strategies

Once departments are on the same page, they can work together to create a talent acquisition strategy. This may include:

• Developing targeted ads that attract the right talent, clearly explain the job, and showcase the brand identity.
• Choosing the right channels- the company may want to search through industry-appropriate job boards, hire a recruiter that specializes in their field, or do a private search based on referrals.
• Other Options: Companies that want to cast a wider net can use social media and contact universities and training organizations.

Talent Vetting

Once the applications are in, companies must start the vetting process. Operations leaders can be valuable here, as they know what the company needs. Here’s what this step may entail:

• Using Automation: Automation is invaluable in the talent acquisition process. It can parse resumes and even conduct interviews, reducing time and expenses.
• Conduct Interviews: Once the candidates are whittled down, conduct personal interviews to understand your options better.
• Maintain Communication: Communicate with candidates, letting them know where you are in the hiring process, to ensure transparency and promote a positive experience and company reputation.

The Key to Talent Retention

Talent strategy doesn’t stop once talent is hired. Retention is perhaps even more essential. Hiring talent requires considerable time and money, and those resources may be wasted if the new worker doesn’t stay with the company.

While a COO’s retention strategy may focus more on their teams, it can serve as a template across departments, inspiring other leaders to follow suit.

• Training & Onboarding: Training and onboarding may seem like a no-brainer, but many companies lose employees early on because they don’t have the time or resources to train them. New hires may feel confused or unwanted and leave the company. Organizations can avoid this with strong systems in place. AI may also be helpful in the training process.
• Provide Development Opportunities: Development opportunities, such as ongoing training and promotions, can motivate employees to stay with your company. Offer workers opportunities to advance their skills through in-house or third-party courses or by exposing them to new experiences.
• Foster Engagement and Belonging: Make new employees feel like part of the team. Gather their feedback on current and new processes. Promote a sense of belonging by inviting them to events and lunches.
• Reward Employees: Recognize employees for their accomplishments through oral praise, bonuses, raises, and promotions. Doing so will motivate them to stay with the company and continue on a positive trajectory.

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